Melbourne to host next ACI World Airport Experience Summit
Melbourne Airport will host 2027’s ACI World Airport Experience Summit, ACI World announced today as the eighth edition officially closed in Istanbul, Turkey.
The announcement caps a week of high-level collaboration hosted by iGA Istanbul Airport, bringing together around 800 participants from around the globe and featuring more than 60 expert speakers across nearly 20 sessions and panels.
Moving beyond discussions of theory and infrastructure, global aviation, travel, and customer experience (CX) leaders depart with proof that embedding genuine hospitality into the airport journey delivers measurable results.
ACI World director general, Justin Erbacci, said: “We leave Istanbul with proof that a human-centred approach is already proving its value in airports on every continent.
“Passengers will always remember how an airport made them feel, and ACI World is here to support every airport in creating that memorable journey.”
KEY TAKEAWAYS OF 2026 SUMMIT
• Human-Centred Travel as a Strategic Priority: Airport, travel and CX leaders explored how genuine hospitality, wellbeing and accessibility can create more inclusive, memorable journeys.
• People Power Performance: Discussions in the Talent & Growth Seminar and general Summit highlighted the essential role of employee experience, organisational culture and training in delivering excellent service and building passenger trust.
• Technology with a Human Purpose: Artificial intelligence, robotics, digital wayfinding and real-time data were positioned as tools to make journeys more seamless, intuitive and engaging.
• Customer Experience Delivers Business Value: The programme demonstrated how experience-led strategies can improve passenger satisfaction while strengthening commercial performance.
• Airports as Destinations and Cultural Ambassadors: Speakers examined how art, local identity and engaging spaces can transform terminals into places of discovery, connection and community.
• The World’s Best Airports: A highlight of the event was the celebratory Gala Dinner, which recognised more than 100 airports for receiving ASQ Customer Experience Awards, sponsored by SITA, or achieving Airport Customer Experience Accreditation.
