Passenger Experience

A satisfied passenger is vital if an airport wishes its revenues to increase, traffic to grow, and reputation to remain esteemed. This is achieved by providing customers with a high-quality passenger experience.

‘Seamless travel’ is a term frequently being used to describe the optimum passenger experience, meaning a traveller can complete the entire airport journey without experiencing delays, disruption or confusion.

Self-service technology, predictive analysis, artificial intelligence, real-time information and data-sharing are just some of the digital concepts airports around the world are deploying in an attempt to achieve a seamless passenger experience.

International Airport Review, within this core topic, endeavours to provide case studies on how airports from all corners of the world are working on improving their passengers’ experience. This covers both inside the terminal, and initiatives implemented outside of the terminal that focus on ensuring the passengers’ arrival to the airport is as easy as possible.

This is a key theme in the airport industry that must not be overlooked: As passenger expectations evolve, an airport’s response must do so too.

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London Heathrow Airport delivers record May as airport prepares for a busy and well-managed summer season

12 June 2025 | By Gabriel Higgins

London Heathrow Airport welcomed 7.2 million passengers in May, delivering strong service and preparing confidently for summer demand.

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Miami Airport becomes first in the world to launch ReBokeh vision app for low-vision travellers

11 June 2025 | By Gabriel Higgins

Low-vision travellers at Miami International Airport can now use ReBokeh’s assistive tech app with AI for enhanced independence and navigation.

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iGA Istanbul becomes first European airport to reach top ACI customer experience accreditation level

11 June 2025 | By Gabriel Higgins

iGA Istanbul Airport is the first in Europe to achieve ACI’s highest customer experience level, recognising its strategic passenger-first approach.

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Denver International Airport sees security satisfaction rise after West Checkpoint opens as part of Great Hall Project

10 June 2025 | By Gabriel Higgins

Denver International Airport reports higher satisfaction scores after opening its new West Checkpoint, with improved wait times and screening experience.

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How the New Terminal One is shaping the future of guest experience and technology in air travel

9 June 2025 | By Marisa Von Wieding

Marisa Von Wieding, Vice President of Operations at the New Terminal One at JFK, shares how the new all-international terminal is redefining the guest journey through innovative technology, personalised service and an unwavering commitment to accessibility.

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Broome Airport: Where the outback meets the ocean

6 June 2025 | By Craig Shaw, Holly Miles

Broome Airport CEO discusses his international ambitions for the airport, sustainability initiatives and how they are caretakers of the environment and community.

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Alaska Airlines launches chef’s table dining

5 June 2025 | By Gabriel Higgins

Alaska Airlines partners with top chefs to bring regionally inspired, gourmet First Class dining to select cross-country routes.

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Mount Etna eruption triggers aviation warning

3 June 2025 | By International Airport Review

Mount Etna eruption sent tourists fleeing and questions over disruptions to the airspace.

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Sangster Airport unveils ‘Park Smart’ system to ease traffic and improve user experience

2 June 2025 | By Gabriel Higgins

Sangster International Airport's new 'Park Smart' plan launches 1 June, offering improved short-term and long-term parking for all users.

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Tenerife South Airport chaos sees UK families trapped for hours in sweltering, overcrowded passport queues

2 June 2025 | By Gabriel Higgins

Hundreds of UK tourists faced dangerous overcrowding at Tenerife airport, with some lifting children to stop them suffocating.

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Delivering a gold medal performance for Queensland and Australia: An interview with Brisbane Airport CEO, Gert-Jan de Graaff

2 June 2025 | By Gert-Jan de Graaff

Gert-Jan de Graaff, CEO of Brisbane Airport Corporation Pty, tells International Airport Review why his staff won best airport staff in Australia & Pacific at the 2025 World Airport Awards, how they are preparing for hydrogen and the 2032 summer Olympics, plus why he’ll never talk publicly about 2019 numbers…

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Munich Airport celebrates 15 years of strong partnerships with United, Singapore Airlines and ANA

30 May 2025 | By Gabriel Higgins

Munich Airport marks 15 years of collaboration with three Star Alliance carriers, strengthening its status as a leading global hub.

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Airport Honour Awards 2025 launches with new categories!

29 May 2025 | By International Airport Review

International Airport Review launches the Airport Honour Awards 2025 with three new categories for airports to showcase their excellence.

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Airports in Asia-Pacific and Middle East see strong 14% rise in passenger connectivity in 2024

28 May 2025 | By Gabriel Higgins

Air connectivity surged 14% across Asia-Pacific and Middle East airports, driven by international demand and expanding global travel networks.

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Turning challenge into opportunity: How Flint Bishop Airport is punching above its weight

28 May 2025 | By Nino Sapone

At Routes Americas in The Bahamas, International Airport Review sat down with Nino Sapone, CEO of Flint Bishop International Airport, to discuss how his team is using community connections, federal grants and a spirit of adaptability to grow the airport’s profile, even amid industry-wide turbulence.