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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

At Fiumicino Airport, Chinese passengers can now shop with WeChat Pay

31 January 2019 | By International Airport Review

The popular instant messaging application in China, WeChat, can now be used to purchase goods in Fiumicino Airport, the first airport in Italy to accept this payment type.

news

Cardiff Airport unveils draft Masterplan for development

31 January 2019 | By International Airport Review

Cardiff Airport has experienced positive growth over the past few years, spurred on by a range of new routes and partnerships.

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Pulkovo Airport partners with Kiwi.com to increase ease of transfers

31 January 2019 | By Pulkovo International Airport (LED)

The first self-connected project in Russia’s airport industry has been announced in a partnership between Pulkovo International St. Petersburg Airport and Kiwi.com.

news

Transport network in Hawaii to begin ride-share service between islands

30 January 2019 | By International Airport Review

The Hawaii Department of Transportation has announced that the Transportation Network Companies will be eligible to pick-up customers at neighbouring island airports from the beginning of February 2019, in a new ride-share scheme.

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ICAO underscores need for aviation investment, financially and socially

30 January 2019 | By International Airport Review

ICAO Council President, Dr. Olumuyiwa Benard Aliu highlights the need for aviation investments in strategic infrastructure, institutional capacity building, and next generation aviation professionals.

whitepaper

Case Study: Security transformation project – Dublin Airport

29 January 2019 | By Copenhagen Optimization

Dublin Airport Authority (daa) engaged with Copenhagen Optimization to support Dublin Airport on a larger transformation project aimed at improving the security process.

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Robots may soon be parking cars at Gatwick Airport

28 January 2019 | By Eve De Clerk (International Airport Review)

Gatwick Airport is set to trial robots to park passenger's cars in the long-stay car park at the South Terminal. The trial is due to take place over three months in conjunction with technology provided by Stanley Robotics.

whitepaper

Case Study: Optimization study – check-in and baggage outbound at Toronto Pearson

28 January 2019 | By Copenhagen Optimization

Greater Toronto Airport Authority (GTAA) engaged with Copenhagen Optimization to carry out a study of how to optimise the operation of the check-in and baggage outbound facilities in Terminal 3 at Toronto Pearson International Airport (YYZ).

whitepaper

Case Study: Optimisation of staff planning at Genève Aéroport

27 January 2019 | By Copenhagen Optimization

Genève Aéroport (GVA) engaged with Copenhagen Optimization and Copenhagen Airports to carry out a study of how to optimise the staff planning for the security checkpoint operation in GVA.

whitepaper

Case Study: Improving the check-in experience at Stockholm Arlanda

26 January 2019 | By Copenhagen Optimization

Swedavia, the operator of 10 Swedish airports, engaged with Copenhagen Optimization to improve the passenger experience at check-in at Arlanda airport before summer 2016.

whitepaper

Case Study: Improving the check-in passenger experience at Munich Airport

26 January 2019 | By Copenhagen Optimization

Munich Airport worked with Copenhagen Optimization with the aim of improving the passenger experience at check-in for Terminal 1.

news

Ontario International Airport’s parking gets a digital upgrade

25 January 2019 | By International Airport Review

New online booking system at ONT brings parking into the same realm as hotels and flights for ease of booking.

news

Manchester Airport launches private terminal for commercial flights

25 January 2019 | By International Airport Review

Manchester Airport has revealed plans to be the first major UK airport to open a private terminal, which offers passengers a “private jet experience” while flying on commercial airlines.

whitepaper

Case Study: Improving passenger forecasts at London Luton Airport

23 January 2019 | By Copenhagen Optimization

London Luton Airport (LLA) engaged with Copenhagen Optimization to improve the accuracy and efficiency of their passenger forecast.

news

New soundtrack at Heathrow hoped to ease travelling stresses

21 January 2019 | By International Airport Review

Heathrow has launched a range of Sound Escapes, a unique soundtrack which is hoped to make people feel more relaxed while travelling.

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Passenger Experience