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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.

whitepaper

Transforming the traveller’s experience through automated border control

5 December 2019 | By Innovative Travel Solutions

Can automated border control transform the traveller’s experience? This whitepaper compares eGates and self-service border kiosks.

article

Five quick wins for improving airport queue, occupancy and flow efficiency

5 December 2019 | By Veovo

Airport queues - nobody likes them, least of all passengers who are running late. Fortunately, with regulators across the world increasingly stipulating the use of queue measurement systems to inform passengers of wait times, the guesswork and stress associated with standing in line are diminished.

article

How stressful do passengers find navigating your airport?

4 December 2019 | By Venice Marco Polo Airport

Venice Marco Polo Airport coordinated an in-depth study to reveal how – and where – passengers become stressed when travelling through the airport.

podcast

Podcast: Episode 3 – Brian Cobb

1 December 2019 | By International Airport Review

For the third episode in International Airport Review’s podcast series, our editor Tara spoke to Brian Cobb, Vice President of Customer Experience and Chief Innovation Officer at Cincinnati / Northern Kentucky International Airport to discover potential approaches when trying to secure a positive passenger journey.

news

‘Friendly WiFi’ certification awarded to Manchester Airports Group

29 November 2019 | By International Airport Review

The scheme will ensure that all content accessed and downloaded whilst using the offered Wi-Fi is appropriate and safe for all ages.

news

Chinese airports are embracing AI and automation

28 November 2019 | By International Airport Review

Investments are being made into automating the journey and expanding mobile services in order to improve the passenger experience.

news

Schiphol Airport to invest €237 million into airport public transport

26 November 2019 | By International Airport Review

The investment will be utilised to increase capacity in order to accommodate the growing number of public transport passengers.

news

Vision-Box launches a new production facility in Abóboda, Portugal

21 November 2019 | By Vision-Box

Vision-Box celebrates the opening of a new manufacturing and logistics facility in Abóboda, Greater Lisbon.

article

Innovating Swedish airports with chatbots and AI video analysis

20 November 2019 | By Rachael Harper (International Airport Review)

In Swedish airports, new technologies are being tested and installed to drive innovation and improve the passengers' experience.

news

‘LGA Connect’ airport ride-share service to be piloted at LaGuardia Airport

20 November 2019 | By International Airport Review

Via and PANYNJ have announced the 'LGA Connect' service, which will extend on-demand public transport from the airport with flat-rate shared journeys.

news

Finavia to test new security check technology at Helsinki Airport

18 November 2019 | By International Airport Review

The new technology will enable liquids to be carried in hand luggage, revolutionising the security check procedure and reducing plastic waste.

news

Manchester Airport releases first-look at new PremiAir terminal

14 November 2019 | By International Airport Review

The new PremiAir terminal offers passengers the opportunity to purchase the private travelling experience, including modern spaces and private transfers.

news

‘Friendly WiFi’ certification awarded to London Stansted

13 November 2019 | By International Airport Review

Stansted has become one of the first airports in the UK to be Friendly WiFi certified, following other public transport hubs in making their Wi-Fi safer.

news

Washington D.C. airports to benefit from navigation technology

13 November 2019 | By International Airport Review

Two of the three Washington D.C. airports will introduce the wayfinding technology, aiming to enhance passenger experience and ease the stress of travel.

news

Wayfinding feature included in Emirates app update

13 November 2019 | By International Airport Review

The new feature includes maps of Dubai International's Terminal 3, London Heathrow, London Gatwick, and Hong Kong International.

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Passenger Experience