video
Video: Southwest Airlines: How to satisfy 175 million passengers annually
How does Southwest Airlines mobilise a 21,000-strong workforce to serve 175 million passengers every year? Find out in this video.
List view / Grid view
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.
video
Video: How Virgin Atlantic maximises their passenger experience
Virgin Atlantic is on track to realize its vision of offering the best passenger experience while keeping staff happy and costs low.
news
Gatwick Airport unveils new independent accessibility panel
A new panel helping shape Gatwick’s strategy and services for disabled passengers will complement the work of the airport's Accessibility Forum and Passenger Advisory PRM Group.
news
Dubai International Airport launches new taxi service, taxiDXB
As a result of passenger feedback, Dubai Airports has launched a new taxi service inside the terminal to assist travelling passengers.
article
From assistance to bespoke customer service
As the aviation industry moves towards a more focused approach on passengers with reduced mobility, accessibility within airports is changing. We spoke to Roberto Castiglioni, Chair of the Heathrow Access Advisory Group, who takes a closer look at how the industry should handle this.
news
Improving aviation competitiveness in Poland will foster prosperity
Polish aviation industry could thrive by modernising the aviation policy and developing a national plan for sustainability, according to new study from IATA.
article
Compliance vs. compassion
Brian Cobb, Chief Innovation Officer at Cincinnati/Northern Kentucky International Airport (CVG), describes the airport’s ambitions to advance accessibility among its community.
news
KLM to replace Brussels to Amsterdam flight with high-speed train service
Dutch airline KLM, is changing the way in which we travel intercontinentally, reducing the number of flights with replacement train travel.
article
Passengers with additional needs require consistent standards
Gatwick Airport looks at how the UK’s proposed Passenger Charter is an opportunity to introduce consistent standards for passengers with reduced mobility across the entire airport journey.
news
Brasilia Airport looks to improve mobility for those leaving the airport
In a bid to increase mobility around Aeroporto de Brasilia, Inframerica is investing over $3.5 million in a new kerb-side management programme.
news
Bristol Airport to open specialised waiting zones for Uber cars
In a bid to reduce traffic impacts on surrounding areas, Bristol Airport has made a specific zone for Ubers collecting passengers.
article
A modern airport requires a future-ready technology strategy
The GTAA has been involved in many technology projects that have significantly changed the future of airport operations and passenger experience. It is now time for other airports to implement the suggested strategies.
article
The voice of the passenger is key to operating an airport effectively
New technologies – and the data they provide – can better inform decision making, keep operations up to date and ensure the passenger is content.
news
Vancouver increases airport improvement fee in bid to meet future growth
As of the 1 January 2020, it will cost more to fly out of British Colombia from Vancouver Airport as the airport registers 74 months of consecutive growth and plans to future-proof the infrastructure at the airport.
news
ACI World launches transformative airport Smart Security programme
ACI has launched a programme to improve passenger and baggage screening at airports worldwide to increase efficiency.
Chief Executive Officer
CEO
Chief Operating Officer
Head of Operations, Safety and Emergency
Chief Strategy Development Officer
Head of Operations
Airport General Manager
CEO
Chief Executive Officer