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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.
Airports Council International World has announced İGA Istanbul Airport as the first airport in the world to be accredited under its new Accessibility Enhancement Accreditation programme.
Dubai International has launched the region’s first airport gaming lounge concept with the opening of Game Space, which will further enhance passengers’ experience whilst waiting at the world’s busiest international airport.
Watch this exclusive interview which took place at Future Travel Experience Global in Las Vegas.
Pittsburgh International Airport has announced a pilot project with fully autonomous delivery robots, which will offer passengers a contactless delivery system.
Stockholm Arlanda Airport has announced the first phase of a new marketplace and modern security checkpoint, to open in summer 2023.
Watch this exclusive interview at ACI Customer Experience 2022, with Ramón Miró, President and CEO of Quito International Airport.
Groupe ADP has revealed the deployment of self-service options across its two primary airports to improve the passenger experience.
Birmingham Airport has announced a full concierge service, VIP FLY, offering passengers the opportunity to choose from a driven chauffer, express lane, and lounge access.
Watch this exclusive interview with Adam Kressler, Vice President of Customer Experience at Cincinnati Northern Kentucky International Airport.
Passengers with disabilities or reduced mobility arriving at Miami International Airport can request special queueing assistance when travelling through the U.S. Customs area.
Watch this exclusive interview with Alberto Smith, Director Operations Landside and Cargo at Punta Cana International Airport.
Vancouver International Airport prides itself on prioritising the community, traveller and economic expectations as it builds back from the COVID-19 pandemic. For International Airport Review, the airport explains further.
Listen to this exclusive interview with the Executive Vice President and Chief Information and Digital Strategy Officer of Metropolitan Washington Airports Authority.
Watch this exclusive interview with Steve Mayers, Airport Director at Hartsfield Jackson International Airport at ACI Customer Experience 2022.
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