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

Opening this year: Noida International Airport – a game-changer for Indian aviation

19 March 2025 | By Christoph Schnellmann, Holly Miles

Watch the interview with the CEO of this highly anticipated new airport opening in India.

news

Mumbai Airport proposes new user development fees for passengers

18 March 2025 | By Gabriel Higgins

Mumbai International Airport Limited plans UDF increases to fund airport upgrades, while reducing airline charges to keep airfares competitive and improve passenger services.

news

2024 ASQ Airport Experience Awards recognise global excellence in passenger service across top airports

11 March 2025 | By Gabriel Higgins

The 2024 ASQ Awards celebrate the world's best airports for passenger experience, with nearly 700,000 surveys shaping global standards.

article

Creating a “Google Maps for airports” – Travor’s approach

11 March 2025 | By Aviation Solutions

Imagine walking into a massive airport and knowing exactly where to go and how long it will take to get there—no stress, no confusion. With advanced indoor mapping, real-time data, and precise positioning, navigating terminals will feel effortless. Tijn Borms, Product Director of the Travor passenger experience platform at Aviation…

news

Major disruptions expected at Munich and Berlin Airports as strike action hits flight operations

10 March 2025 | By Gabriel Higgins

Strike action at Munich and Berlin Airports on March 10 will cause widespread flight cancellations and delays, with travellers advised to check for updates.

article

Airport Leader’s Forum Report 2025

10 March 2025 | By International Airport Review

Sign in to read this free report and gain an insight into the challenges faced by International Airport Review's Advisory Board members.

news

Clarins and Air France launch exclusive spa at LAX offering complimentary skincare treatments for premium passengers

7 March 2025 | By Gabriel Higgins

Clarins and Air France open a spa at LAX, providing premium passengers with complimentary skincare treatments and a luxurious pre-flight experience.

video

Inside Riyadh’s mega-airport project: King Salman International Airport

7 March 2025 | By Holly Miles, Mammen Tharakan

Get an exclusive behind-the-scenes look at the King Salman International Airport (KSIA) and its pivotal role in Saudi Arabia's Vision 2030.

news

Over 10,300 people use Philadelphia International Airport’s Wingmate Guest Pass since launch

5 March 2025 | By Gabriel Higgins

More than 10,300 people have enjoyed Philadelphia International Airport’s Wingmate Guest Pass, allowing non-ticketed guests to access amenities and spend time with loved ones.

video

Bahrain Airport’s game-changing strategies for 2030 and beyond

28 February 2025 | By Holly Miles, Mohamed Albinfalah

Watch this exclusive interview to discover Bahrain Airport's bold vision.

news

Pittsburgh International Airport launches ‘We Got You’ initiative to enhance passenger support and experience

26 February 2025 | By Gabriel Higgins

The ‘We Got You’ initiative aims to improve passenger experience with real-time assistance, support, and seamless guidance during unexpected events at Pittsburgh International Airport.

news

New York’s iconic food brands debut at JFK’s Terminal 4, enhancing passenger experience

24 February 2025 | By Gabriel Higgins

A curated mix of local and national dining brands aims to offer passengers a unique New York experience at the newly expanded Terminal 4.

news

Polish aviation sees record growth in 2024 with dynamic investments and future development plans

21 February 2025 | By Gabriel Higgins

Poland’s aviation sector shows impressive growth in 2024, with record passenger numbers and strategic investments aimed at long-term infrastructure and environmental goals.

news

Canada honours air crash victims and their families on International Day of Commemoration

21 February 2025 | By Gabriel Higgins

Canada joins ICAO and the global community to remember air disaster victims, reflect on their loss, and reaffirm commitment to aviation safety and support for families.

video

The secret to airport efficiency REVEALED! Berlin Airport’s tech transformation

19 February 2025 | By Holly Miles, Thomas Hoff Andersson

Watch this exclusive interview which took place at the International Airport Summit 2024 with the Managing Director and Chief Operations Officer of Berlin Brandenburg Airport, Thomas Hoff Andersson.

Cookie	Description
cookielawinfo-checkbox-advertising-targeting	The cookie is set by GDPR cookie consent to record the user consent for the cookies in the category "Advertising & Targeting".
cookielawinfo-checkbox-analytics	This cookie is set by GDPR Cookie Consent WordPress Plugin. The cookie is used to remember the user consent for the cookies under the category "Analytics".
cookielawinfo-checkbox-necessary	This cookie is set by GDPR Cookie Consent plugin. The cookie is used to store the user consent for the cookies in the category "Necessary".
cookielawinfo-checkbox-performance	This cookie is set by GDPR Cookie Consent WordPress Plugin. The cookie is used to remember the user consent for the cookies under the category "Performance".
PHPSESSID	This cookie is native to PHP applications. The cookie is used to store and identify a users' unique session ID for the purpose of managing user session on the website. The cookie is a session cookies and is deleted when all the browser windows are closed.
viewed_cookie_policy	The cookie is set by the GDPR Cookie Consent plugin and is used to store whether or not user has consented to the use of cookies. It does not store any personal data.
zmember_logged	This session cookie is served by our membership/subscription system and controls whether you are able to see content which is only available to logged in users.

Cookie	Description
cf_ob_info	This cookie is set by Cloudflare content delivery network and, in conjunction with the cookie 'cf_use_ob', is used to determine whether it should continue serving “Always Online” until the cookie expires.
cf_use_ob	This cookie is set by Cloudflare content delivery network and is used to determine whether it should continue serving “Always Online” until the cookie expires.
free_subscription_only	This session cookie is served by our membership/subscription system and controls which types of content you are able to access.
ls_smartpush	This cookie is set by Litespeed Server and allows the server to store settings to help improve performance of the site.
next-i18next	This cookie is served by the Swapcard app/website to detect and store the user’s language.
one_signal_sdk_db	This cookie is set by OneSignal push notifications and is used for storing user preferences in connection with their notification permission status.
YSC	This cookie is set by Youtube and is used to track the views of embedded videos.

Cookie	Description
bcookie	This cookie is set by LinkedIn. The purpose of the cookie is to enable LinkedIn functionalities on the page.
GPS	This cookie is set by YouTube and registers a unique ID for tracking users based on their geographical location
lang	This cookie is set by LinkedIn and is used to store the language preferences of a user to serve up content in that stored language the next time user visit the website.
lidc	This cookie is set by LinkedIn and used for routing.
lissc	This cookie is set by LinkedIn share Buttons and ad tags.
nQ_cookieId	This cookie is served by the Swapcard event app/website and uniquely identifies the user’s session.
nQ_visitId	This cookie is served by the Swapcard app/website and uniquely identifies the user.
vuid	We embed videos from our official Vimeo channel. When you press play, Vimeo will drop third party cookies to enable the video to play and to see how long a viewer has watched the video. This cookie does not track individuals.
wow.anonymousId	This cookie is set by Spotler and tracks an anonymous visitor ID.
wow.schedule	This cookie is set by Spotler and enables it to track the Load Balance Session Queue.
wow.session	This cookie is set by Spotler to track the Internet Information Services (IIS) session state.
wow.utmvalues	This cookie is set by Spotler and stores the UTM values for the session. UTM values are specific text strings that are appended to URLs that allow Communigator to track the URLs and the UTM values when they get clicked on.
_ga	This cookie is set by Google Analytics and is used to calculate visitor, session, campaign data and keep track of site usage for the site's analytics report. It stores information anonymously and assign a randomly generated number to identify unique visitors.
_gat	This cookies is set by Google Universal Analytics to throttle the request rate to limit the collection of data on high traffic sites.
_gid	This cookie is set by Google Analytics and is used to store information of how visitors use a website and helps in creating an analytics report of how the website is doing. The data collected including the number visitors, the source where they have come from, and the pages visited in an anonymous form.

Cookie	Description
advanced_ads_browser_width	This cookie is set by Advanced Ads and measures the browser width.
advanced_ads_page_impressions	This cookie is set by Advanced Ads and measures the number of previous page impressions.
advanced_ads_pro_server_info	This cookie is set by Advanced Ads and sets geo-location, user role and user capabilities. It is used by cache busting in Advanced Ads Pro when the appropriate visitor conditions are used.
advanced_ads_pro_visitor_referrer	This cookie is set by Advanced Ads and sets the referrer URL.
bscookie	This cookie is a browser ID cookie set by LinkedIn share Buttons and ad tags.
IDE	This cookie is set by Google DoubleClick and stores information about how the user uses the website and any other advertisement before visiting the website. This is used to present users with ads that are relevant to them according to the user profile.
li_sugr	This cookie is set by LinkedIn and is used for tracking.
UserMatchHistory	This cookie is set by Linkedin and is used to track visitors on multiple websites, in order to present relevant advertisement based on the visitor's preferences.
VISITOR_INFO1_LIVE	This cookie is set by YouTube. Used to track the information of the embedded YouTube videos on a website.

Latest News

Passenger Experience