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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

Commercial Terminal Flow

10 July 2018 | By Johan Berhin

Passenger flows are increasing, and a general question among terminal managers is where to seat all these people...

news

Heathrow flies passenger kiss flag to celebrate Pride

5 July 2018 | By International Airport Review

6,000 passengers donated their kisses to create unique piece of art for Pride London.

news

‘Couch-to-gate’ facial recognition trial launched at Sydney Airport

5 July 2018 | By International Airport Review

Qantas passengers on select international flights will participate with the airline, the launch partner for the trial.

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UK public calls for border waiting time targets to be halved

3 July 2018 | By International Airport Review

Public desire to have targets cut is in sharp contrast with the increased queues at the border in UK airports, as detailed in a report released today by the AOA.

news

Many flyers would travel further for a better airport experience

28 June 2018 | By International Airport Review

Almost a fifth of people would travel further to fly from a specific airport in order to get better service, it has been revealed by the air traffic services provider, NATS following a nationwide survey.

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ACI EUROPE re-elects Dr Michael Kerkloh as President

27 June 2018 | By International Airport Review

The news of the CEO of Munich Airport's reappointment came as part of the joint ACI EUROPE-World Annual Assembly and Congress in Brussels.

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Aberdeen opens new security search and retail facilities

22 June 2018 | By International Airport Review

The security zone is more than double the size of the previous area and can facilitate a greater number of passengers at one time.

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The 20 best-value public lounges in the world

22 June 2018 | By International Airport Review

Travel company Netflights has put together a league table listing the best-value airport lounges in the world for under £50.

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ACI EUROPE announces best airport winners 2018

20 June 2018 | By International Airport Review

The awards cover four traffic categories of airport and aims to recognise achievement in core activities such as customer service, facilities, retail, security, community relations and environmental awareness and operations.

article

Integrated smart security in the Melbourne Airport redevelopment

19 June 2018 | By Simon Gandy

Melbourne Airport is Australia’s busiest 24/7 airport, welcoming more than 35 million travellers annually. Chief of Aviation, Simon Gandy, explains the fundamental role security will play in enabling the airport’s continued growth and vision for the future, not least through the expansion of the airport’s international security screening facility.

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ACI World launches new policy paper on airport privatisation

19 June 2018 | By International Airport Review

Privatisation could solve airports infrastructure funding gap, says the new policy, which was launched at the 28th ACI EUROPE/World Annual General Assembly, Congress and Exhibition in Brussels.

article

Why wait? Efficiencies in passenger processing at Vancouver

19 June 2018 | By Chris Gilland

With the demand for air travel set to double over the next two decades, airports must embrace innovation – as both a solution to increasing efficiencies and to improve passenger satisfaction. Chris Gilliland, Director of Innovative Travel Solutions at Vancouver Airport Authority, reveals the airport’s pioneering BORDERXPRESS and CHECKITXPRESS deployments.

article

Embracing artificial intelligence with Pepper

19 June 2018 | By Julia Schmidt

Julia Schmidt, Manager of Innovation and Digitisation at Munich Airport, reveals the airport’s innovative use of robotics equipped with artificial intelligence to benefit the passenger experience, with the creation of Josie Pepper.

news

New headwinds: ACI EUROPE’s head addresses annual congress

19 June 2018 | By International Airport Review

International Airport Review will be bringing you more news from joint ACI EUROPE & WORLD Annual Congress & General Assemblies in Brussels as it happens.

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Prague Airport reveals centralised security checkpoint

19 June 2018 | By International Airport Review

In total, Prague Airport invested €7.7 million in the new security checkpoint and related buildings at Terminal 2, including new technologies and all structural modifications.

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Passenger Experience