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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.

news

Lisbon airport faces major disruption as Iberian power outage grounds flights and halts operations

29 April 2025 | By Gabriel Higgins

Lisbon Airport suffers severe disruption after a widespread power outage hits Portugal, grounding flights and stranding passengers.

news

Warsaw Chopin Airport celebrates Star Wars Day with galactic attractions and LEGO Darth Vader

28 April 2025 | By Gabriel Higgins

Warsaw Chopin Airport transforms into an intergalactic space port with Star Wars-themed activities and LEGO displays from April 25 to May 4.

news

Europeans plan longer, higher-budget holidays in 2025 despite slight drop in travel intention

25 April 2025 | By Gabriel Higgins

New ETC data reveals Europeans are prioritising longer trips, spending more, and exploring alternative destinations amid evolving travel preferences.

news

Tallinn Airport launches new fitness and sports zones to improve wellbeing and passenger engagement

24 April 2025 | By Gabriel Higgins

Tallinn Airport introduces free gym, interactive games, and a Paralympics gate to enhance travel experience and promote healthy, active lifestyles.

news

London Luton Airport partners with Trainline to launch UK’s first interactive rail ticketing hub

23 April 2025 | By Gabriel Higgins

London Luton Airport unveils a first-of-its-kind rail hub with Trainline, enhancing seamless travel and promoting sustainable onward journeys for passengers.

news

Edmonton Airport’s new sensory room provides calming retreat for passengers

15 April 2025 | By Holly Miles

Edmonton International Airport (YEG) has officially unveiled its new sensory room, an immersive space designed to support passengers with sensory sensitivities, including autism, anxiety and other cognitive or neurodivergent challenges.

article

The top 10 busiest airports in the world by passenger numbers

15 April 2025 | By International Airport Review

In this article, we review which airports had the highest passenger numbers in 2024, based on the total number of departing, arriving, transferring and direct passengers.

news

Nashville International Airport celebrates Icelandair’s inaugural non-stop flight to Keflavik with festive gate party

11 April 2025 | By Holly Miles

Music, dance, and Icelandic flair highlight the launch of BNA’s newest international route.

news

New shopping and culinary world opens at Nuremberg Airport

11 April 2025 | By Holly Miles

After several months of renovation, the airport's duty-free shopping area has been expanded and now offers passengers a unique experience.

news

Gatwick and Veovo Partner on Predictive Control System

9 April 2025 | By Veovo

London Gatwick and Veovo are partnering to build an AI-powered Integrated Airport Control System to predict disruption and improve airport-wide decisions.

news

Easter travel chaos looms at London Gatwick Airport as workers strike over unpaid pensions and delayed wages

9 April 2025 | By Gabriel Higgins

London Gatwick Airport faces severe Easter weekend disruption as Red Handling staff strike over pensions, late pay, and unsafe shift patterns.

webinar

Creating accessible airports for all

8 April 2025 | By International Airport Review

Join us for this exclusive International Airport Review webinar where we hear from the airports leading the way in inclusive travel experiences.

news

Hong Kong International Airport honours staff excellence with annual customer service awards

3 April 2025 | By Gabriel Higgins

Hong Kong International Airport recognised over 870 staff members at the Customer Service Excellence Programme, celebrating exceptional service and dedication to passengers.

news

Bradley International Airport becomes first US airport to earn Autism Double-Checked certification

3 April 2025 | By Gabriel Higgins

Bradley International Airport has achieved Autism Double-Checked certification, ensuring better support and reduced stress for travellers on the autism spectrum.

news

Press release: Airspace World 2025

2 April 2025 | By Airspace World, CANSO

International Airport Review is a proud media partner of Airspace World, taking place from May 13-15, 2025, at the Feira Internacional de Lisboa in Lisbon, Portugal.

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Passenger Experience