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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

IATA One ID: A vision for an end-to-end biometric passenger journey

15 January 2020 | By IATA

On 5 February 2020, International Airport Review and IATA will explore how and why the aviation industry stands to greatly benefit from One ID.

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San Francisco Airport announces security expansion and improvements

14 January 2020 | By International Airport Review

The expansion will increase the available capacity and decrease waiting times at the two security screening checkpoints at SFO.

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Prague Airport launches terminal interior map in Apple Maps

14 January 2020 | By International Airport Review

In a bid to make wayfinding at the airport easier, Prague Airport has worked with Apple Maps to provide a digital map of the terminals' interior.

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Vilnius Airport to benefit from new baggage management system

13 January 2020 | By International Airport Review

Lithuanian Airports aims to decrease check-in times at Vilnius Airport with the new self-service baggage drop-off stations.

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Disabled passengers feel failed by airports, Which? study finds

13 January 2020 | By International Airport Review

Which? Travel commissioned the survey in partnership with RiDC and found numerous poor accessibility services at airports.

whitepaper

Whitepaper: How to service digital airport passengers

13 January 2020 | By FNT GmbH

Digital transformation has fundamentally changed passenger expectations about air travel.

article

Liverpool John Lennon aims to be the North of England’s most accessible airport

13 January 2020 | By Liverpool John Lennon Airport

Collaborating with multiple stakeholders and organisations, Liverpool John Lennon Airport has numerous initiatives in place for passengers with reduced mobility.

article

CEO of Edinburgh Airport predicts the future of aviation will be rewarding

10 January 2020 | By International Airport Review

Gordon Dewar, for the first article in a series of interviews with airport CEOs, tells International Airport Review how being CEO of Edinburgh Airport enables him to connect not just cities and countries, but individuals too.

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Parallel Reality experience to be trialled at Detroit Metropolitan Airport

9 January 2020 | By International Airport Review

Delta Air Lines will launch Parallel Reality at Detroit Airport, allowing multiple travellers to see personalised content on a single digital screen.

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Google Assistant’s interpreter mode installed at JFK Airport’s Terminal 4

8 January 2020 | By International Airport Review

The Google feature provides real-time language translation to international passengers, with 29 languages currently supported.

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Immigration arrival area at klia2 doubles capacity following renovation

7 January 2020 | By International Airport Review

The renovated immigration arrival hall can now comfortably facilitate 1,000 visitors at a time, compared to the prior 500 visitors.

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DTW Destination Pass programme extended indefinitely

7 January 2020 | By International Airport Review

The programme allows non-ticketed visitors to enter the post-security side of two terminals at DTW following a successful application the day prior.

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New report highlights the world’s most punctual airports in 2019

3 January 2020 | By International Airport Review

Cirium found that Moscow Sheremetyevo International Airport came out on top in multiple categories, followed by Guangzhou Baiyun International Airport.

article

Investing in the future of aviation at Istanbul Airport

24 December 2019 | By Kadri Samsunlu

Kadri Samsunlu, Chief Executive Officer of İGA Airport Operations, details the current state of the aviation industry in Istanbul and discusses how the airport is tackling the challenges that are being faced.

article

Handling passenger growth at Milan Bergamo Airport

23 December 2019 | By Milan Bergamo Airport (BGY)

After welcoming 13 million passengers through its doors, Milan Bergamo Airport discusses how the milestone was achieved and what is being done to ensure future growth.

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Passenger Experience