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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

Dubai Customs prepared for FIFA World Cup Qatar 2022

14 November 2022 | By International Airport Review

In preparation for the FIFA World Cup Qatar 2022, Dubai Customs has completed all preparations for passengers and air cargo at Al Maktoum International Airport and Dubai Logistics City.

article

Data Privacy vs Personalisation for Airports

11 November 2022 | By Rezcomm

We discuss how airports can strike the right balance of offering a personalised experience without breaching passengers’ privacy.

video

Linda Schucroft, Director, Innovation at YVR discusses biggest opportunities for airports

10 November 2022 | By Holly Miles, Linda Schucroft

At Future Travel Experience Global 2022 in Las Vegas we asked Linda Schucroft, Director, Innovation at Vancouver Airport Authority, the question: "What is the biggest opportunity for airports right now?"

article

Renovating Kansai International: The gateway to western Japan

10 November 2022 | By Tsuyoshi Emura

Tsuyoshi Emura, Executive Officer, General Manager of T1 Renovation PMO at Kansai Airports, tells International Airport Review about the project and what it is looking achieve.

news

European’s appetite for travel continues despite cost-of-living crisis

9 November 2022 | By International Airport Review

In spite of the growing cost-of-living concerns, European traveller's appetite for travel continues to rise with 70 per cent planning a trip in the next six months.

news

Asia Pacific passengers 12 times more confident to fly in 2022

9 November 2022 | By International Airport Review

According to Inmarsat's 2022 Passenger Experience Survey, three quarters of airline passengers in Asia Pacific feel confident about flying again, a significant rise from just six per cent in 2021.

video

In conversation with Tom Ruth, CEO of Edmonton Airport

9 November 2022 | By Tom Ruth

Watch this exclusive video interview with Edmonton International Airport's CEO and President, Tom Ruth, at Passenger Terminal Expo 2022.

article

A shift in passenger priorities at Zürich Airport

9 November 2022 | By Tamara Stotz

International Airport Review’s Lily Mae Pacey spoke with Tamara Stotz, Manager Customer Experience & Analytics at Flughafen Zürich AG to discuss the development in passenger expectations throughout the airport journey and how digitalisation can accommodate these changes.

news

Hong Kong Airport fully implements smart check-in kiosks

8 November 2022 | By International Airport Review

Hong Kong International Airport has fully launched 'Flight Token', a self-service biometric identification system that enables Hong Kong residents and passengers to self-complete the entire departures process.

news

YYZ progresses on passengers experience improvements

8 November 2022 | By International Airport Review

Toronto Pearson International Airport has announced updates to the airport's operational progress and highlighted innovative programmes and pilots aimed at improving the passenger experience.

video

Maurice Jenkins, Head of Digital Strategy and CIO, Miami International Airport at FTE Global 2022

8 November 2022 | By Holly Miles, Maurice Jenkins

At Future Travel Experience Global 2022 in Las Vegas, Maurice Jenkins, Head of Digital Strategy and Chief Innovation Officer, Miami International Airport spoke to International Airport Review Editor, Holly Miles.

news

Mumbai Airport unveils newly renovated private jet terminal facility

7 November 2022 | By International Airport Review

Mumbai International Airport has launched a newly, renovated General Aviation terminal facility, exclusively for private jets.

video

In conversation with Nazareno Ventola, CEO at BLQ

7 November 2022 | By Nazareno Ventola

Exclusive video interview with Nazareno Ventola, CEO & Managing Director at Aeroporto G. Marconi di Bologna.

article

Passenger journey reimagined: Innovative and AI technologies applied

7 November 2022 | By Mthoko Mncwabe

Mthoko Mncwabe, Chief Information Officer of Airports Company South Africa, gives his overview of innovative airport technology and how it can revolutionise the passenger experience.

news

MIA’s short film screenings takes passengers on a visual journey

4 November 2022 | By International Airport Review

Miami International Airport’s screening area has welcomed a two new short films that will transport passengers on a visual journey from the Floridian rivers to European mountains by the artist Alette Simmons-Jiménez.

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Passenger Experience