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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European tourism remains steady in Q2 2025 despite economic pressures and shifting travel trends

4 July 2025 | By Gabriel Higgins

Tourist arrivals grew in Q2 2025 as off-season demand and long-haul travel supported Europe’s tourism recovery.

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Helsinki Airport launches interactive 3D map to improve passenger navigation and terminal experience

1 July 2025 | By Gabriel Higgins

The new 3D map helps passengers find shops, cafés, and departure gates, offering step-by-step routes and accessibility options.

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Over three thousand Airbus workers will ballot for strike action

1 July 2025 | By Gabriel Higgins

Over 3,000 Airbus workers are voting on strike action after rejecting pay offers despite the company’s strong financial performance.

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Appealing to Gen Z passengers

1 July 2025 | By

The rise of the Gen Z traveller is driving exciting new innovations and trends for the airport and aviation sector. Join us for this lively discussion to discover how airports are engaging this next generation of passengers.

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Only 1 week left to enter Airport Honour Award 2025!

1 July 2025 | By International Airport Summit

Want to be honoured among the best airports in the world? Make sure you enter International Airport Review’s Airport Honour Awards within the next week to be in with a chance of winning!

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Become a smarter airport: Improve efficiency, passenger experience, and revenue through real-time passenger flow monitoring

30 June 2025 | By AeroCloud Systems

Discover how AeroCloud Optic helps airports improve efficiency, passenger experience, and revenue through real-time passenger flow monitoring.

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Air Canada expands codeshare with Lufthansa to include Deutsche Bahn rail at Frankfurt airport

30 June 2025 | By Gabriel Higgins

Air Canada now offers seamless rail connections via Lufthansa Express Rail at Frankfurt, enhancing intermodal travel across Germany and beyond.

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Airport Honour Awards judging panel announced!

30 June 2025 | By International Airport Summit

International Airport Summit has just announced the judging panel for its prestigious Airport Honour Awards, read on to find out who will be picking the winners of the 10 award categories.

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Understanding what airport concession sustainability means for gen alpha: A Bologna Airport case study

30 June 2025 | By Nicola Gualandi, Stefano Gardini

Nicola Gualandi, Retail and Advertising Manager & Stefano Gardini, Business Non-Aviation Director at Bologna Airport, examine the importance of bringing sustainability into the airport-concessionaire relationship in meeting the expectations of the next generation of airport passengers using their airport as a case study.

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Become an airport that leads: How passenger experience delivers a competitive edge

26 June 2025 | By AeroCloud

Join this panel to explore how airports like Luton and Liverpool are using technology to enhance passenger satisfaction, boost revenue, and gain a competitive edge, without compromising operational efficiency.

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Most UK airports rated good or very good for accessibility in latest CAA annual report

25 June 2025 | By Gabriel Higgins

The CAA’s 2025 accessibility report finds rising demand and strong overall performance, though Heathrow, Edinburgh, and Prestwick need improvement.

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Taipei Songshan Airport transforms check-in with biometrics, self-service, and mobile-first passenger experience

25 June 2025 | By Gabriel Higgins

Taipei Songshan Airport is upgrading check-in with biometric kiosks, mobile access, and self-service bag drops to improve speed and passenger satisfaction.

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Only 2 weeks left to enter IAR’s Airport Honour Awards 2025!

24 June 2025 | By International Airport Summit

Want to be honoured among the best airports in the world? Make sure you enter International Airport Review's Airport Honour Awards within the next 2 weeks to be in with a chance of winning!

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Next wave of speakers announced for International Airport Summit 2025!

23 June 2025 | By International Airport Summit

International Airport Summit is back for another unmissable year of industry-led panel discussions. The second wave of stellar speakers has now been revealed. Read on to find out which of the industry's stalwarts have been confirmed.

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Ontario International Airport: Southern California’s rising star

23 June 2025 | By Atif Elkadi

Atif Elkadi, Chief Executive Officer for Ontario International Airport, answers questions on the airport’s rapid growth, key upgrades being made and their innovative passenger experience initiatives.