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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

Airport Honour Awards 2025 launches with new categories!

29 May 2025 | By International Airport Review

International Airport Review launches the Airport Honour Awards 2025 with three new categories for airports to showcase their excellence.

news

Airports in Asia-Pacific and Middle East see strong 14% rise in passenger connectivity in 2024

28 May 2025 | By Gabriel Higgins

Air connectivity surged 14% across Asia-Pacific and Middle East airports, driven by international demand and expanding global travel networks.

article

Turning challenge into opportunity: How Flint Bishop Airport is punching above its weight

28 May 2025 | By Nino Sapone

At Routes Americas in The Bahamas, International Airport Review sat down with Nino Sapone, CEO of Flint Bishop International Airport, to discuss how his team is using community connections, federal grants and a spirit of adaptability to grow the airport’s profile, even amid industry-wide turbulence.

news

First wave of speakers announced for International Airport Summit 2025

27 May 2025 | By International Airport Review

International Airport Summit is back for another year of fantastic panel discussions and fireside chats. The first wave of stellar speakers has now been revealed. Read on to find out which of the industry's stalwarts have been confirmed.

iGA Istanbul Airport smart technology AI

article

iGA Istanbul Airport: pioneering AI and smart technologies for a seamless passenger experience

26 May 2025 | By

From AI chatbots to RFID baggage tracking, iGA Istanbul Airport pioneers smart aviation solutions. Handling over 80 million passengers annually, its tech-powered operations set new global standards for efficiency and traveller convenience.

Driving future-ready airport security checkpoints through intelligent software

webinar

Driving future-ready airport security checkpoints

20 May 2025 | By Smiths Detection

Watch this virtual panel to discover how airports can drive faster decisions, stronger threat detection, and greater control over their security operations.

news

Glasgow Airport unveils £3.7m revamp with new restaurants, retail upgrades and lounge enhancements

19 May 2025 | By Gabriel Higgins

Glasgow Airport is investing £3.7 million to improve passenger experience with new dining options, refreshed retail units and lounge upgrades.

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.

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Passenger Experience