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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

Europe’s aviation sector welcomes Parliament vote on EU COVID-19 Certificates

4 May 2021 | By International Airport Review

Following the vote, Europe’s aviation, travel and tourism sectors have called for swift action to ensure that the certificates will be operational by June 2021.

news

Therapy dog programme reinstated by Orlando International Airport

4 May 2021 | By International Airport Review

After suspending the service due to COVID-19, Orlando International has deemed it the right time to welcome the therapy dogs back to the terminal.

article

An easy, smooth and Finnish travel experience at Helsinki Airport

3 May 2021 | By Nora Immonen, Tuomo Lindstedt

Finavia colleagues Nora Immonen, Vice President and Director of Commercial Business, and Tuomo Lindstedt, Project Manager, detail the projects that have been driving forward development at Helsinki Airport, all aimed at increasing capacity, removing complexities and, ultimately, creating a smooth, Finnish passenger experience.

news

Stansted Airport recognised as COVID-secure by UK Civil Aviation Authority

3 May 2021 | By International Airport Review

Outside of the three original participants of the pilot scheme, Stansted Airport has become the first UK airport to receive the official assurance recognition.

article

Aviation’s Post-Crisis Recovery Series: Sunshine Coast Airport

30 April 2021 | By Andrew Brodie

Sunshine Coast Airport’s CEO, Andrew Brodie, reflects on the changes brought about by the unprecedented pandemic, and speaks of the strengths and positives that have evolved from that adversity which are guiding the airport’s future in the latest instalment of International Airport Review’s exclusive series.

news

AFRAA and ACI Africa sign MoU to support the development of African aviation

29 April 2021 | By International Airport Review

Under the MoU, AFRAA and ACI Africa will align their actions and work jointly on a range of areas, including sustainability and air travel affordability.

UNWTO and IATA launch new Destination Tracker online tool

news

UNWTO and IATA launch new Destination Tracker online tool

29 April 2021 | By International Airport Review

The UNWTO-IATA Destination Tracker will offer those looking to travel a free online tool collating all of the necessary information for travel by destination/country.

article

Digitalisation, sustainability and resilience: The keys to recovery

28 April 2021 | By Jesús Caballero Pinto

For International Airport Review, Jesús Caballero Pinto, Director of Seville Airport, discusses the three elements that will underline the airport’s structure for recovery and echo the technological transformation of the aviation industry.

news

AOA publishes manifesto to support Scottish aviation industry’s recovery

28 April 2021 | By International Airport Review

Ahead of the 2021 Scottish elections, AOA has published a manifesto outlining how the new Scottish government can support the country's aviation industry.

news

ACI’s 2020 world airport traffic rankings show dramatic impact of COVID-19

28 April 2021 | By International Airport Review

Preliminary world airport traffic rankings published by ACI World show a vastly different top 10 busiest airports ranking in 2020 compared to 2019.

news

Kansai Airports signs contract for renovation of KIX Terminal 1

28 April 2021 | By International Airport Review

The renovation of Kansai Airport's Terminal 1 will focus on expanding the capacity of international flights and improving the passenger experience.

news

Phoenix Sky Harbor upgrades digital maps to offer a seamless wayfinding experience

27 April 2021 | By International Airport Review

The upgraded digital wayfinding maps feature real-time point-of-interest data, dynamic terminal directories and intuitive, user-friendly mobile navigation.

news

Birmingham Airport awarded ACI’s Airport Health Accreditation

23 April 2021 | By International Airport Review

After reviewing the evidence presented through its evaluation process, ACI has awarded Birmingham Airport with its Airport Health Accreditation.

news

Istanbul Airport launches ‘Now is the Time for Kids to Fly’ initiative

23 April 2021 | By International Airport Review

In order to make the airport experience easier and more enjoyable for families with children, Istanbul Airport has implemented various solutions for these families to travel more comfortably and happily.

article

Air transport is critical to the world’s recovery from COVID-19

23 April 2021 | By Alexandre de Juniac

Alexandre de Juniac, Director General and CEO of IATA, looks back over the devastation of the COVID-19 crisis, but believes that the industry is poised to make a strong come back in the next 12 months.

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Passenger Experience