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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.

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Discussing China’s reopening with Carol Lobato, Guangzhou Baiyun International Airport

29 June 2023 | By International Airport Review

Watch this exclusive interview with the Deputy General Manager at Guangzhou Baiyun International Airport Company.

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More range of shops at Landvetter to be expanded and renewed

28 June 2023 | By International Airport Review

The range of shops at Göteborg Landvetter Airport will be revitalised, with a new electronics store and brand-new souvenir shop.

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Alberta International Airshow soars to new heights again

27 June 2023 | By International Airport Review

Organisers are excited to announce the return of the Alberta International Airshow, 05-06 August at Villeneuve Airport.

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Sharjah Airport welcomes Hajj pilgrims ahead of religious celebrations

23 June 2023 | By International Airport Review

Pilgrims departed from Sharjah Airport to the Kingdom of Saudi Arabia to perform Hajj rituals.

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Edinburgh Airport selects Veovo’s Intelligent Airport Platform to accelerate its digital transformation

21 June 2023 | By Veovo

Edinburgh Airport is streamlining airport operations with Veovo’s smart technology so flights and passengers can go as smoothly as possible.

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In the midst of redeveloping Chicago Midway and O’Hare Airports

20 June 2023 | By Amber Ritter

International Airport Review Editor, Holly Miles, caught up with Amber Ritter, Chief Commercial Officer of Chicago Department of Aviation at the Routes America 2023 conference. Together they discussed the recovery of the Department; its present developments and why Chicago is such a great transport destination.

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The “feeling” is at the heart of passenger experience and satisfaction

20 June 2023 | By Holly Miles, Karen W. Ellis

Watch this exclusive interview with the Chief Customer Experience Officer of San Antonio International Airport, Karen Ellis.

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Ontario International Airport adopts Sunflower programme to support those accessibility needs

19 June 2023 | By International Airport Review

The Hidden Disabilities Sunflower programme allows passengers to voluntarily share they have a disability that might not be immediately apparent.

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In-Depth Focus…Baggage Handling

16 June 2023 | By International Airport Review

International Airport Review’s In-Depth Focus on baggage handling is now available to download!

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Issue 2 2023 International Airport Review

15 June 2023 | By International Airport Review

In this 'Big Sustainability Issue' of International Airport Review we feature articles from industry experts on a range of topics including: the Airport Carbon Accreditation, net zero, indoor air quality, health and wellbeing of passengers, security, social responsibility, ingraining sustainability within your culture and passenger experience, plus an In-Depth Focus…

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Bringing next-generation sustainability innovations to Avport’s airports

15 June 2023 | By International Airport Review

At Routes Americas 2023, International Airport Review caught up with the CEO of Avports, watch this exclusive interview now.

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MIA earns global ACI accreditation for accessibility

13 June 2023 | By International Airport Review

Miami International Airport has been accredited by Airports Council International (ACI) with the Accessibility Enhancement Accreditation programme.

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Discussing Hong Kong’s kick-restart to air travel with Vivian Cheung

13 June 2023 | By International Airport Review

Watch this exclusive interview with the Chief Operating Officer of Hong Kong Airport Authority, which took place at PTE 2023.

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Heydar Aliyev International Airport partners with TAV Technologies

12 June 2023 | By TAV Technologies

TAV Technologies will implement its slot allocation and travel document authorization solutions at Heydar Aliyev International Airport in Azerbaijan.

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Keflavik Airport enhances transfer passenger experience with Veovo’s Queue Balancer

12 June 2023 | By Veovo

Keflavik Airport, Iceland's main gateway, has successfully implemented Veovo's Queue Balancer solution to optimise passenger flow and improve the transfer experience at its border control.

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Passenger Experience