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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

Hamad Airport first to receive BSI certification for COVID-19 safety protocols

13 October 2020 | By International Airport Review

Qatar's airport has become the first to achieve independent verification from BSI for its implementation of COVID-19 ICAO Aviation Health Safety Protocols.

news

Charlotte Douglas Airport adds five electric buses to vehicle fleet

13 October 2020 | By International Airport Review

By adding the new electric buses to transport passengers to its terminals, Charlotte Douglas Airport will see an annual decrease of 50,000 gallons in diesel fuel consumption.

article

International Airport Review Issue 5 2020

13 October 2020 | By International Airport Review

This issue covers potential future passenger expectations, a guide to accessibility, insights into new terminals and an exploration of the new airport function.

news

Istanbul Airport successfully completes five BSI certification audits

12 October 2020 | By International Airport Review

Istanbul Airport achieved BSI certification in the areas of quality management, customer satisfaction, environment management, information security and energy management.

article

The pandemic sets the stage for AI to take-off at airports

9 October 2020 | By Siobhan Boyle - Veovo

Following the arrival of the COVID-19 pandemic, the opportunities to implement artificial intelligence at airports have increased.

news

London City becomes second UK airport to acheive ACI Airport Health Accreditation

9 October 2020 | By International Airport Review

London City Airport has become the latest international airport, and second in the UK, to be awarded with certification from the Airports Council International (ACI) Airport Health Accreditation programme.

news

UK government launches taskforce to support travel industry’s recovery

9 October 2020 | By International Airport Review

The UK government's Global Travel Taskforce will work to develop an operationalised approach for testing international arrivals.

news

Five Greek islands added and no destinations removed from UK travel corridors list

9 October 2020 | By International Airport Review

As a result of a decrease in COVID-19 cases, Lesvos, Santorini, Serifos, Tinos and Zakynthos have been added to the UK travel corridors list.

news

FSF analysis deems air travel to have very low levels of COVID-19 transmission

8 October 2020 | By International Airport Review

The analysis undertaken by FSF outlined that the aviation industry's efforts to protect health safety have succeeded in greatly reducing the possibility of COVID-19 transmission.

article

Navigating a new way forward for safe air travel at SFO

8 October 2020 | By Ivar Satero

Ivar Satero, Airport Director at San Francisco International Airport (SFO), speaks to International Airport Review about the ways in which the airport is adapting to the unprecedented challenges brought about by the coronavirus pandemic, and how it is not letting the health crisis stunt its growth and development.

news

Trial of a new travel assistant, Mona, launched by VINCI Airports

7 October 2020 | By International Airport Review

Mona utilises facial recognition technology to offer a unique and touchless travel experience to passengers travelling through airports managed by VINCI Airports.

news

Aviation bodies intensify calls for testing to replace quarantine in Europe

6 October 2020 | By International Airport Review

After urging the European Commission to implement COVID-19 testing in September, three aviation bodies have intensified the calls for replacing quarantine requirements prior to the holiday season in order to support the recovery of the industry.

news

Mobile food ordering service introduced at Los Angeles Airport

6 October 2020 | By International Airport Review

The new mobile food ordering service, 'LAX Order Now', enables a contactless travel experience for passengers travelling through Los Angeles International Airport.

news

ACI World suggests list of measures to replace physical distancing at security checkpoints

6 October 2020 | By International Airport Review

With physical distancing measures reducing airport security capacity by up to 75 per cent, ACI World has outlined 11 measures that can replace the 1.5m and 2m distancing requirements.

news

Milan Bergamo Airport continues to improve despite COVID-19

5 October 2020 | By International Airport Review

By welcoming new airline services for passengers and continuing to deliver key infrastructure developments, COVID-19 has failed to limit the growth of Milan Bergamo Airport.

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Passenger Experience