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.

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Airport Honour Awards judging panel announced!

30 June 2025 | By International Airport Summit

International Airport Summit has just announced the judging panel for its prestigious Airport Honour Awards, read on to find out who will be picking the winners of the 10 award categories.

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Understanding what airport concession sustainability means for gen alpha: A Bologna Airport case study

30 June 2025 | By Nicola Gualandi, Stefano Gardini

Nicola Gualandi, Retail and Advertising Manager & Stefano Gardini, Business Non-Aviation Director at Bologna Airport, examine the importance of bringing sustainability into the airport-concessionaire relationship in meeting the expectations of the next generation of airport passengers using their airport as a case study.

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Become an airport that leads: How passenger experience delivers a competitive edge

26 June 2025 | By AeroCloud

Join this panel to explore how airports like Luton and Liverpool are using technology to enhance passenger satisfaction, boost revenue, and gain a competitive edge, without compromising operational efficiency.

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Most UK airports rated good or very good for accessibility in latest CAA annual report

25 June 2025 | By Gabriel Higgins

The CAA’s 2025 accessibility report finds rising demand and strong overall performance, though Heathrow, Edinburgh, and Prestwick need improvement.

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Taipei Songshan Airport transforms check-in with biometrics, self-service, and mobile-first passenger experience

25 June 2025 | By Gabriel Higgins

Taipei Songshan Airport is upgrading check-in with biometric kiosks, mobile access, and self-service bag drops to improve speed and passenger satisfaction.

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Next wave of speakers announced for International Airport Summit 2025!

23 June 2025 | By International Airport Summit

International Airport Summit is back for another unmissable year of industry-led panel discussions. The second wave of stellar speakers has now been revealed. Read on to find out which of the industry's stalwarts have been confirmed.

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Ontario International Airport: Southern California’s rising star

23 June 2025 | By Atif Elkadi

Atif Elkadi, Chief Executive Officer for Ontario International Airport, answers questions on the airport’s rapid growth, key upgrades being made and their innovative passenger experience initiatives.

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Stockholm Arlanda Airport unveils new Marketplace with 40 shops, cafés and restaurants

20 June 2025 | By Gabriel Higgins

Stockholm Arlanda Airport opens its largest-ever commercial space, offering a diverse range of Nordic-inspired shops, dining, and passenger services.

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Securing airports in an evolving threat landscape: eReport

20 June 2025 | By Holly Miles, Louie Orbeta, Patrick Cuschieri, Sylvain Lefoyer - International Civil Aviation Organization (ICAO), Trevor Strome

Read our free eReport which takes a strategic look at airport vulnerabilities, giving practical advice on how to stay ahead of the next threat and keep your airport away from the news headlines.

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Heathrow Airport: Unlocking lasting improvements in punctuality

17 June 2025 | By PA Consulting

Heathrow improved punctuality (OTP) via a data-driven programme with PA Consulting, enhancing customer experience, safety, and efficiency for all stakeholders.

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Brownsville, South Texas: The home of SpaceX, LNG and South Padre Island

16 June 2025 | By Angel Ramos

Angel Ramos, Airport Director, Brownsville South Padre Island International Airport shares the potential of his airport and the surrounding communities.

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London Heathrow Airport delivers record May as airport prepares for a busy and well-managed summer season

12 June 2025 | By Gabriel Higgins

London Heathrow Airport welcomed 7.2 million passengers in May, delivering strong service and preparing confidently for summer demand.

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Miami Airport becomes first in the world to launch ReBokeh vision app for low-vision travellers

11 June 2025 | By Gabriel Higgins

Low-vision travellers at Miami International Airport can now use ReBokeh’s assistive tech app with AI for enhanced independence and navigation.

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iGA Istanbul becomes first European airport to reach top ACI customer experience accreditation level

11 June 2025 | By Gabriel Higgins

iGA Istanbul Airport is the first in Europe to achieve ACI’s highest customer experience level, recognising its strategic passenger-first approach.

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Denver International Airport sees security satisfaction rise after West Checkpoint opens as part of Great Hall Project

10 June 2025 | By Gabriel Higgins

Denver International Airport reports higher satisfaction scores after opening its new West Checkpoint, with improved wait times and screening experience.