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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.

article

Biometrics: A key technology to increase passenger confidence

16 June 2020 | By Pablo Lopez Loeches - Aena

Project Manager in the Innovation Division of Aena, Pablo Lopez Loeches, discusses how the airport network is developing its use of biometrics.

news

ACI Europe publishes 10 commitments and recommendations for aviation

15 June 2020 | By International Airport Review

ACI Europe's commitments and recommendations focus on the safe resumption of European aviation as COVID-19 travel restrictions begin to ease.

news

New Terminal B Arrivals and Departures Hall opens at LaGuardia Airport

15 June 2020 | By International Airport Review

The opening of the new arrivals and departures hall is the most significant milestone to date in the redevelopment of LaGuardia Airport.

article

Incorporating biometrics in aviation: The journey to touchless U.S. air travel

15 June 2020 | By Tovah LaDier - IBIA

Tovah LaDier, Executive Director of the International Biometrics + Identity Association, provides a brief history of biometrics and aviation from 2001 to the present, with a focus on an ongoing policy debate over the decision to use facial recognition in Entry-Exit.

news

IATA launches interactive online map for latest aviation COVID-19 restrictions

12 June 2020 | By International Airport Review

IATA's new interactive service provides users with the most up-to-date information on country-specific COVID-19 travel restrictions and regulations.

news

New COVID-19 guidance for aviation published by UK government

12 June 2020 | By International Airport Review

Based on scientific advice and industry collaboration, the new guidance aims to encourage the quick resumption of the UK aviation industry as soon as it is deemed safe to do so.

article

CEO of Tirana Airport recognises the need to act fast and be bold

12 June 2020 | By International Airport Review

In the latest instalment of International Airport Review's exclusive CEO series, Dr. Constantin von Alvensleben, Chief Executive Officer of Tirana International Airport, offers a positive perspective on the current crisis with a strong belief that aviation can recover and prosper.

article

Is home baggage collection the future of airport baggage handling?

12 June 2020 | By Tara Nolan (International Airport Review)

Before the COVID-19 pandemic began, home baggage collection was being discussed by many. Now, could one argue its case is stronger?

news

New VIP terminal and conference centre opens at Vilnius Airport

11 June 2020 | By International Airport Review

The new terminal and conference centre at Vilnius Airport aims to offer passengers a sophisticated airport experience with improved quality and convenience.

news

Asia-Pacific and Middle Eastern airports ready to resume operations

11 June 2020 | By International Airport Review

As airports across the region implement ICAO COVID-19 recommendations, ACI Asia-Pacific has reported that the industry is ready to resume operations.

news

Charles de Gaulle Airport joins EASA COVID-19 monitoring programme

10 June 2020 | By International Airport Review

Charles de Gaulle Airport is among 10 other aviation stakeholders to join EASA's programme to assess the effectiveness of its COVID-19 safety measures.

news

New Animal Care & Inspection Center opens at Brussels Airport

10 June 2020 | By International Airport Review

By opening the centre, Brussels Airport intends to set the standard on a European level for providing the best level of comfort for animal passengers.

news

Gatwick Airport introduces new COVID-19 measures and guidance

10 June 2020 | By International Airport Review

As it sets to re-open its North Terminal, Gatwick Airport has introduced a range of new safety measures in order to protect the health of its passengers and limit the spread of COVID-19.

article

Learning to fly again: Canadians demonstrate a strong desire to travel

10 June 2020 | By Daniel-Robert Gooch

Daniel-Robert Gooch, President of Canadian Airports Council, details how the demand to travel in Canada is strong and how airports should strive to meet this safely.

article

Issue 3’s Accessibility In-Depth Focus

10 June 2020 | By International Airport Review

Many passengers face differing challenges when navigating an airport; requiring a multitude of solutions and discussions to ensure the airport environment is an accessible one.

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Passenger Experience