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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

Press release: Airspace World 2025

2 April 2025 | By Airspace World, CANSO

International Airport Review is a proud media partner of Airspace World, taking place from May 13-15, 2025, at the Feira Internacional de Lisboa in Lisbon, Portugal.

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Hong Kong International Airport unveils ‘Treasures of Western Waters’ exhibition to promote marine conservation

2 April 2025 | By Gabriel Higgins

The exhibition at Hong Kong International Airport offers an immersive experience on local marine life and conservation, running until 8 June 2025.

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The future of passenger experience: industry leaders set to discuss airport innovation in Madrid

2 April 2025 | By Gabriel Higgins

Join industry leaders on 9 April 2025 in Madrid for an exclusive briefing on airport innovation and enhancing the passenger experience. Limited complimentary passes available.

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eReport: Next generation baggage operations for a new era of air travel

1 April 2025 | By International Airport Review

Download this FREE eReport from International Airport Review on next generation baggage operations for the new era of air travel. Explore how cutting-edge technologies are transforming baggage handling and improving operational efficiency in air travel.

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Destination CLT: Creating an airport “fit for a Queen” with disruptive smart technologies

31 March 2025 | By Holly Miles, Martha Edge

Watch this exclusive interview which took place at Future Travel Experience.

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Over 140,000 guests to travel through London Luton Airport for Mother’s Day weekend celebrations

28 March 2025 | By Gabriel Higgins

London Luton Airport expects a surge of travellers this Mother’s Day weekend, with many prioritising meaningful family getaways over traditional gifts.

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Nationwide strike on 31 March disrupts Belgium’s transport with flight cancellations and public transport delays

28 March 2025 | By Gabriel Higgins

A general strike across Belgium will cancel flights at Brussels and Charleroi airports, disrupting public transport and causing widespread travel chaos on 31 March.

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London Luton Airport showcases commitment to accessible travel with new lounge and CAA visit

27 March 2025 | By Gabriel Higgins

London Luton Airport highlights its dedication to accessible travel with the upcoming Assisted Travel Lounge and a visit from the CAA team.

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Brisbane’s visitor spending hits record high as passenger numbers soar at the airport

26 March 2025 | By Gabriel Higgins

Brisbane sees a record $11.3 billion in visitor spending, driven by record-breaking passenger numbers and a booming tourism sector.

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Future energy needs, AI-powered sign-language and robotics at CVG Airport

26 March 2025 | By Brian Cobb, Holly Miles

Watch this exclusive interview with the Chief Innovation Officer of CVG Airport.

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A third runway, autonomous technology and smart security: A new era for Hong Kong Airport

24 March 2025 | By Holly Miles, Vivian Cheung

Tune into this exclusive interview to find out more about Hong Kong's three-runway system, their use of autonomous vehicles and smart security screening system.

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Frankfurt becomes world’s first airport to regularly use walk-through security scanners for passengers

21 March 2025 | By Holly Miles

German Federal Police approves the QPS Walk2000 360° walk-though security scanner for faster passenger screening – Scanning supported by AI-based detection software.

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Be My Eyes partners with Aeroporti di Roma to enhance accessibility for blind and low-vision passengers

20 March 2025 | By Gabriel Higgins

Be My Eyes collaborates with Aeroporti di Roma to provide accessible travel solutions for blind and low-vision passengers at Fiumicino Airport using AI and live assistance.

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VINCI Airports celebrates Kansai International Airport’s 30th anniversary, marking growth and sustainability achievements ahead of Expo 2025

19 March 2025 | By Gabriel Higgins

VINCI Airports celebrates KIX’s 30th anniversary, highlighting key improvements in passenger experience, operational efficiency, and sustainability in preparation for Expo 2025.

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JFK Terminal 5 to undergo major redevelopment with new concessions, design and cultural experiences by 2026

19 March 2025 | By Gabriel Higgins

JFK’s Terminal 5 is set for a major revamp, featuring new concessions, cultural experiences, and a park-inspired design, all by the end of 2026.

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Passenger Experience