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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

TikTok trends reshape UK travel as airports see rise in ‘dupe destination’ demand

19 May 2025 | By Gabriel Higgins

UK holidaymakers are swapping classic destinations for trendier alternatives, with Albania and Morocco soaring in popularity thanks to TikTok influence.

news

Emirates handles record-breaking baggage volumes with 99.9% success rate across global operations

15 May 2025 | By Gabriel Higgins

Emirates reports its busiest baggage year yet, maintaining industry-leading accuracy and innovation across 140 global destinations.

article

Re-evaluating our path to accessible air travel

14 May 2025 | By Kirk Goodlet, Sarah Cox

Kirk Goodlet, Vice President and Sarah Cox, Manager at InterVISTAS Consulting, explore the aviation industry’s path to accessible travel and reflect on what we need from regulators and government to deliver truly barrier-free access in aviation.

news

Québec City airport enters new strategic cycle after return to profitability and passenger growth

13 May 2025 | By Gabriel Higgins

Québec City’s airport celebrates financial recovery, expanded routes, and high satisfaction as it launches its 2025–2030 strategic plan.

news

Western Sydney International invites food and drink operators to help shape airport dining experience

12 May 2025 | By Gabriel Higgins

Western Sydney International Airport is seeking diverse hospitality partners to deliver world-class dining for millions of future travellers.

news

Cause of Heathrow Airport fire that saw more than 1,000 flights affected still unknown

9 May 2025 | By Holly Miles

Heathrow was closed due to a fire at an electrical substation prompting questions over its reliance on a single power source.

video

Everyone is a “guest” and Lynden Pindling is #NoOrdinaryAirport says CEO Vernice Walkine

9 May 2025 | By Holly Miles, Vernice Walkine

Watch this exclusive interview to discover CEO Vernice Walkine's philosophy around passenger experience which has contributed to its success on the world stage.

news

Berlin Brandenburg Airport partners with International Airport Summit 2025 to host global aviation leaders

7 May 2025 | By International Airport Summit

International Airport Summit 2025 launches with Berlin Brandenburg Airport as airport partner.

article

Ezeiza International Airport: A global leader in commercial satisfaction according to ASQ

7 May 2025 | By Lucila Mingrone, Mariana Camodeca

Mariana Camodeca, Product Owner of the strategic mission for hyper-personalisation, and Lucila Mingrone, also part of the strategic mission at Airports Argentina, highlight the keys to their success in being recognised as the best airport in the world for commercial satisfaction in Q4 2024.

news

European airports see slower Q1 2025 growth as post-Covid recovery enters stabilisation phase

6 May 2025 | By Gabriel Higgins

Passenger traffic rose 4.3% in Q1 2025 across Europe, signalling steady post-pandemic recovery despite global economic uncertainties.

news

Gatwick Airport increases drop-off charge to £7 today

2 May 2025 | By Holly Miles

The airport has said the increased charge will help reduce congestion and fund sustainable transport initiatives, but the move has sparked criticism from the Business Travel Association.

news

Lisbon airport faces major disruption as Iberian power outage grounds flights and halts operations

1 May 2025 | By Gabriel Higgins

Lisbon Airport suffers severe disruption after a widespread power outage hits Portugal, grounding flights and stranding passengers.

news

London Heathrow Airport opens birdwatching hide shaped like control tower to spotlight biodiversity and sustainability efforts

30 April 2025 | By Gabriel Higgins

London Heathrow Airport's new bird hide lets visitors explore biodiversity sites while learning about its Nature Positive Plan and sustainability goals.

news

Warsaw Chopin Airport celebrates Star Wars Day with galactic attractions and LEGO Darth Vader

28 April 2025 | By Gabriel Higgins

Warsaw Chopin Airport transforms into an intergalactic space port with Star Wars-themed activities and LEGO displays from April 25 to May 4.

news

Europeans plan longer, higher-budget holidays in 2025 despite slight drop in travel intention

25 April 2025 | By Gabriel Higgins

New ETC data reveals Europeans are prioritising longer trips, spending more, and exploring alternative destinations amid evolving travel preferences.

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Passenger Experience