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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.

podcast

Changi Airport: Shaping the future of aviation

3 February 2025 | By Holly Miles, Ivan Tan

At the Routes World conference, Editor Holly caught up with Changi Airport's Ivan Tan.

news

Stockholm Arlanda named Europe’s most punctual airport with 80% on-time departures in 2024

28 January 2025 | By

Stockholm Arlanda Airport topped Eurocontrol's 2024 rankings for punctuality, achieving 80% on-time departures, surpassing Oslo and Copenhagen. International travel at Arlanda grew by 7%.

video

Vienna Airport’s CEO talks about developing its workforce along with routes and sustainability

27 January 2025 | By Gabriel Higgins

International Airport Review's Editorial Assistant, Gabriel Higgins, spoke to Vienna Airport's CEO Julian Jäger about workforce development, sustainability, and enhancing passenger experience, including support for reduced mobility passengers.

news

Frankfurt Airport awards dining spaces in Terminal 3 to Avolta and Lagardère Travel Retail

24 January 2025 | By Gabriel Higgins

Avolta and Lagardère Travel Retail will operate dining spaces in Terminal 3, offering diverse culinary options to enhance the passenger experience at Frankfurt Airport.

news

Over 2,400 jobseekers attend Glasgow Airport Jobs Fair seeking aviation career opportunities

22 January 2025 | By Gabriel Higgins

Over 2,400 jobseekers attended the Glasgow Airport Jobs Fair, exploring 1,000 roles from over 35 employers across the airport campus.

podcast

The secrets to success: How Billy Bishop Toronto City Airport became Canada’s best

20 January 2025 | By Holly Miles, RJ Steenstra

Join us as RJ shares invaluable insights and practical advice for airport executives on fostering positive community relationships and enhancing stakeholder engagement.

article

How AI and smart funnels are optimising the passenger experience

16 January 2025 | By Aviation Solutions

Tijn Borms, Product Director of Travor at Aviation Solutions, shares how airports use the platform to reach and support passengers in the terminal. He touches on the platform's rapid growth, its modular design that adapts to diverse international airport needs, and the balance between human assistance and automated solutions.

video

Pittsburgh Airport: Discover the robotics capital of the world

15 January 2025 | By Cole Wolfson, Deepak Nayyar

Watch this exclusive video interview with two innovation thought leaders.

article

Would you like to discover the world of TAV Technologies?

14 January 2025 | By TAV Technologies

Experience the future of airports with TAV Technologies—innovative solutions enhancing every step of your journey.

news

CSMIA achieves Level 5 accreditation setting new standards in passenger experience

9 January 2025 | By Gabriel Higgins

Chhatrapati Shivaji Maharaj International Airport becomes the first in India to earn Level 5 accreditation, joining a select group of global leaders in passenger satisfaction.

news

London Luton Airport unveils 2025 travel trends shaping UK holidaymakers’ journeys

8 January 2025 | By Gabriel Higgins

London Luton Airport's 2025 travel trends highlight the rise of AI-powered itineraries, family reunions, and nostalgia-driven trips, all set to define the next wave of travel.

article

Inclusive airports: How Jersey Airport created a specialist team for assisted travel

8 January 2025 | By Ramsay Cudlipp, Sarah-Louise Stubbs

Ramsay Cudlipp, Airport Operations Manager and Sarah-Louise Stubbs, Head of Customer Operations at Jersey Airport, write about bringing the assisted travel service in-house and how it was given an overhaul.

article

Saudi airports kick off world’s largest passenger flow tech rollout

7 January 2025 | By Siobhan Boyle - Veovo

Veovo, DTP and SAMI Advanced Electronics are providing passenger flow analytics with LiDAR to all Saudi Arabian airports to improve traveller journeys.

article

The journey to the summit of airport experience

7 January 2025 | By Ramón Miró

Ahead of the International Airport Summit 2024 where he will be speaking, Ramón Miró, President & CEO, Quiport, shares how passenger experience, sustainability and technology are driving operational excellence at Quito Airport.

news

Detroit Metro Airport to install smart parking management system to streamline parking for millions

6 January 2025 | By Holly Miles

The new smart parking management system will cut the time needed to find an available spot by up to 63%.

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Passenger Experience