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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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Talking baggage with Darin Juby, Greater Toronto Airport Authority

31 January 2023 | By Darin Juby

Watch this exclusive interview with the Director of Baggage Services,

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Common Use Passenger Processing System (CUPPS)

31 January 2023 | By TAV Technologies

Would you like to meet our Common Use Passenger Processing System (CUPPS) for a smart airport transformation?

news

Fiumicino Airport is awarded five Skytrax stars

30 January 2023 | By International Airport Review

Fiumicino Airport, rated Europe's best airport for quality for the past five years, has been awarded five stars by Skytrax, the highest accolade given by the international air transport rating organisation.

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The airport as a destination: Bahrain International Airport

30 January 2023 | By Holly Miles, Salem AlMutawa

Watch this exclusive interview with Salem AlMutawa, Head of Customer Experience at Bahrain Airport Company on the future airport experience and personalised passenger experience.

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Keeping the human touch and the rise of bleisure travellers: Joyce Carter, CEO of YHZ

27 January 2023 | By Joyce Carter, Lily Mae Pacey (International Airport Review)

Watch this exclusive voxpop with Joyce Carter, President and CEO of Halifax International Airport on: "How does your airport ensure a personalised passenger experience?"

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Manchester Airport announces £440 million investment

25 January 2023 | By International Airport Review

New facilities will provide a great airport experience and attract new routes to the UK’s global gateway in the North.

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Art installation at Leonardo da Vinci Airport raises awareness on environmental issues

25 January 2023 | By International Airport Review

Aeroporti di Roma aims to raise public awareness on environmental issues such as saving water and recovering plastic, the leading cause of pollution of the seas, through culture.

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Airport technology VS soul: Voxpop with Megan Bozarth

25 January 2023 | By Megan Bozarth

Airports must walk the fine line between new technology and "soul" according to Megan.

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The biggest opportunity for airports right now: Karine Duclos

24 January 2023 | By Karine Duclos

Watch this exclusive voxpop filmed at ACI World's Customer Experience Summit in Krakow, Poland.

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Air passenger taxis and air ambulance are seen as the biggest eVTOL growth markets

24 January 2023 | By International Airport Review

Key to growth of the eVTOL market will be the development of battery technology making longer flights of over 100 miles more practical and sustainable.

webinar

How self-service bag drop solutions pay dividends in passenger experience and non-aeronautical revenue for airports

23 January 2023 | By Eezeetags

Join this virtual panel to learn about the tangible benefits of implementing self-bag-drop, as well as best practice and lessons learned. Airports on the panel will also discuss the future of baggage handling through off-airport services

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Talking travel retail with Tracy Ross, Aer Rianta International Middle East

23 January 2023 | By Lily Mae Pacey (International Airport Review), Tracy Ross

Watch this exclusive interview with the Projects and Design Manager, Sustainability Champion and LEED Green Associate.

whitepaper

ABB: Engineering exceptional experiences into airports

20 January 2023 | By ABB ELECTRIFICATION

Read ABB’s whitepaper to discover how digitalization is helping to meet rising passenger expectations, taking sustainability & efficiency to new heights.

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Talking innovation with Linda Schucroft, Vancouver Airport Authority

19 January 2023 | By Linda Schucroft

Watch this exclusive interview with the Director of Innovation.

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Learn more about Copenhagen Optimization

19 January 2023 | By Copenhagen Optimization

Learn more about cloud based forecasting and optimization solutions for airports

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Passenger Experience