Business exchange

We provide a snapshot of the latest news stories and features from some of the companies that support the growth and development of the world’s airports.

INTEGRATED DIGITAL VOUCHER PLATFORMS

Richard Bye, CEO of iCoupon, exlains how digital vouchering can help airports manage disruption in their terminals.

Disruption is now an unavoidable part of airport life. Whether caused by weather events, staffing shortages, air traffic control issues or technical faults, today’s airports must be ready to respond quickly, calmly and effectively.

For airport operators, how these moments are handled can define the passenger experience, and the airport’s reputation.

Even when disruption is outside their control, airports still feel the impact. Passengers judge the experience by what they see and feel in the terminal – placing pressure on airports to manage disruption they didn’t cause. It’s a tough spot to be in without the right tools in place.

Modern airports are increasingly recognising that disruption management must be seamless, digital and empathetic. A well-managed response not only supports passengers but also maintains order, protects operational flow and unlocks commercial benefits.

When entitlements like food vouchers are issued quickly and redeemed easily, passengers are less likely to crowd help desks or congregate in confusion. Instead, they have the freedom and time to move about the terminal, feel cared for, and even spend in the shops.

Critically, it’s not just about issuing compensation, it’s about delivering it in a way that’s smooth for everyone involved – passengers, airport teams, airlines and retailers. This is where airports benefit most from integrated digital voucher platforms that handle the full journey from issuance to redemption to billing.

iCoupon is one such platform. It provides a centralised infrastructure that simplifies disruption response. By integrating with airline systems, retail outlets and airport stakeholders, iCoupon allows vouchers to be issued directly to boarding passes without passengers needing to download apps or collect anything physically.

This reduces bottlenecks and operational strain while enhancing the passenger experience and enabling full use of the voucher window during delays, resulting in higher retail spend.

On average, passengers using iCoupon spend around 25% more than the value of their voucher. Because 100% of eligible passengers receive a digital voucher, compared to roughly 75% with paper-based systems, this creates a significantly greater revenue opportunity for airport retailers, and by extension, for the airport itself.

An increasingly important part of the disruption response is financial flow, particularly when it comes to how and when airports get paid. iCoupon’s Autopay feature addresses a long-standing friction point: the delays and resource burden of chasing airline reimbursements for vouchers redeemed at airport retailers.

With Autopay, airports can ensure that their retail partners are paid on time, protecting liquidity and maintaining strong commercial relationships. In an environment where margins are tight and operational costs are rising, having confidence in timely payments is no small benefit. It also reduces the administrative load on finance teams, freeing up resources during already pressured periods.

Importantly, disruption doesn’t just affect passengers. Airport and airline crews are often required to work beyond their scheduled hours. Some airports are now extending digital entitlements to staff too, whether for meals or lounge access, as a practical form of support and recognition during extended operations.

Turning the moment of disruption into a loyalty building andrevenue opportunity. As disruptions become more frequent, the ability to manage them well becomes a key part of what defines an exceptional airport.

SEAMLESS BY DESIGN

Airport Dimensions CEO, Mignon Buckingham, considers how blending digital and physical will transform the airport experience.

As complex operational hubs, a defining challenge for airports is how seamlessly they can blend physical spaces with digital touchpoints to shape the traveller journey.

Our latest edition of the Airport Experience (AX25) research, based on insights from over 10,000 regular travellers across 16 countries, shows that while traveller satisfaction is increasing, clear friction points remain. Crowding, disconnected services, and concerns about value persist, especially among affluent leisure travellers, a smaller share of passengers but the group that drives the bulk of spending.

Global passenger volumes are set to more than double in the coming decades, and crowding is already a pressing concern, with 66% of passengers saying airports feel busier than ever.

When speaking with 100 airport leaders for our ‘Explore the Experience Era’ research, 82% acknowledged that the real opportunity lies not in expansion but in optimising the space they already have.

Lounges, fast track access, and curated retail are no longer optional extras but have become strategic levers to manage congestion, meet rising passenger expectations, and unlock new revenue streams.

Digital integration can no longer be overlooked. Some 56% of global travellers told us they increasingly expect a single, seamless interface for wayfinding, purchases, and services. Yet nearly 40% of airports still struggle with fragmented apps and disconnected systems.

At Airport Dimensions, our response is Connecta+, a unifying platform that links lounges, concessions, and services into a single ecosystem, transforming fragmented touchpoints into seamless journeys, empowering airports with real-time insights, and unlocking new opportunities to enhance both experience and revenue.

Equally important is how airports use the data generated by these platforms. For leaders, the challenge is no longer access to information, but converting it into actions that both delight passengers and maximise commercial value.

Real-time passenger insights allow airports to optimise layouts, make better use of concessions, and tailor offerings to respond to shifting behaviours with precision. The modular nature of the Connecta+ platform allows airports, lounges, and concessionaires to gather continuous feedback and enhance the traveller experience, providing the personal touch passengers expect.

Building a shared ecosystem creates a multiplier effect across the airport. By enabling lounge guests to order directly from food and beverage concessions, airports unlock new revenue streams for partners while giving travellers more choice with less friction.

Extending this connectivity to retail encourages discovery and spend beyond the lounge, creating value that might otherwise be missed.

For concessionaires, the prize is access to affluent travellers, a group that AX25 research shows spend 85% more per visit than non-lounge users.

The airports that thrive will be those that work smarter, not just bigger, turning every touchpoint into both a commercial and experiential opportunity. The winners will be airports that can connect the journey end to end, creating ecosystems that delight passengers while driving sustainable growth for their partners.