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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

International Airport Review Awards 2017: Our Passenger Experience shortlist

28 November 2017 | By International Airport Review

Coming up to the big reveal, we still have a couple of shortlists to introduce you to. Please congratulate our Passenger Experience shortlisters.

article

Airport IT: The digital revolution for passengers of air travel

27 November 2017 | By John Grant | Senior Analyst | OAG

Today’s travellers now expect more choice, more communication and more convenience from airports and airlines. Technology is ever-improving, but with passengers becoming highly demanding about the services they receive – from planning their trip to getting on the aircraft and beyond – where will technology take us next? John Grant,…

article

Using smart travel identity to save passengers’ time

27 November 2017 | By Matthys Serfontein (Vice-President: SITA)

How do you reconcile passengers’ demands for efficient, seamless journeys with the increasing need for effective security? Airports, airlines, governments and technology providers have been juggling these conflicting demands for some time and looking to the latest technologies for answers. Matthys Serfontein, Vice President - Airport Solutions at SITA, believes…

Content Hubs

Hong Kong International Airport

article

Electrical enclosures: Protecting your equipment, system, process and people

25 November 2017 | By Christian Westwood (Rittal Limited)

There are a myriad of different processes in our airports today and one that’s critical to both passenger safety and experience is baggage handling. But how can operators optimise the service life of these systems to help ensure they are fully functional in decades to come? Christian Westwood, Industry Manager…

Content Hubs

Heathrow Airport

news

UK Chancellor puts freeze on passenger duty – but has it gone far enough?

22 November 2017 | By George Smith (International Airport Review)

In his autumn budget, Chancellor Philip Hammond put a freeze on short-haul Air Passenger Duty (APD) for two years. But many don't think he's gone far enough.

article

Top 10 Transfers Using Public Transport

21 November 2017 | By Sarah Wills (International Airport Review)

Using distance, duration, price and transport mode, a new report from GoEuro has chosen its top 10 most convenient public transport transfers between European airports and their respective city centres…

whitepaper

Addressing the Challenges of Total Airport Management

21 November 2017 | By Leidos

Airport ecosystems are amongst the most complex in the world and dealing with these complexities in the context of the whole airport process is a significant and multi-faceted data challenge.

article

Investment in baggage systems is important, but staff are vital too

19 November 2017 | By Chris Woodroofe (Gatwick)

A year into his post as Gatwick Airport’s Chief Operating Officer, Chris Woodroofe shines a light on the airport’s recent investment in state-of-the-art baggage systems. Despite the increasing automation, he highlights the equally important role that airport staff play in the eternal quest to improve efficiency and performance.

news

Food delivery service launches at Dubai Airport

16 November 2017 | By International Airport Review

Flyers at Dubai International Airport can now order food from their phones right to the departure gate.

news

New routes announced as London Luton celebrates 43rd consecutive month of growth

13 November 2017 | By International Airport Review

London Luton Airport (LLA) recorded another record month in October, welcoming over 1.4 million passengers – an increase of 3 per cent from last year and the airport’s 43rd consecutive month of growth.

news

Global suppliers rapidly filling exhibition space at Chinese airport event

13 November 2017 | By International Airport Review

Inter airport China 2018 has reached 85 per cent capacity after the show’s European counterpart brought masses of business its way.

news

Fourth terminal opens its doors at Singapore Changi Airport

2 November 2017 | By International Airport Review

The first passengers have set off from the brand new fourth terminal at Singapore's Changi Airport. This new capacity may see passenger numbers soar by 25 per cent.

news

Capital Airlines touches down at Sydney Airport

31 October 2017 | By International Airport Review

Capital Airlines has launched a new Qingdao-Sydney route; a new airline and route for Sydney Airport.

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Passenger Experience