London Luton Airport has been recognised by ACI World for its commitment to continuously improving the customer experience across its facilities, achieving Level 2 of the association’s globally recognised accreditation programme. It follows a comprehensive review of all aspects of the airport’s passenger experience including training and engagement with airport staff and business partners. London […]
The human factor in innovation Richard Plenty and Terri Morrissey reflect on how investing in people and culture is essential for innovation. What was impossible yesterday is an accomplishment today, while tomorrow heralds the unbelievable’. These were the words of entrepreneur, Percival Elliott Fansler shortly before the world’s first commercial airline flight took off from […]
ACI World director general, Luis Felipe de Oliveira, has announced his decision to step down from his role at the end of 2024. His departure is driven by family reasons, as de Oliveira expresses his desire to return to Europe with his family after four impactful years at the helm of ACI World. Taking on […]
Sydney Airport’s popular volunteer ambassadors are now sporting a new uniform, which has been 100% Australian designed and made. Since 1999, ambassadors have been offering customer support in the terminals, with teams across T1 international as well as T2 and T3 domestic. The ambassador programme was introduced to help with the influx of visitors for […]
The air transportation industry is immersed in discussions and events revolving around innovation. However, these conversations often overlook the strategic framework required for effective implementation. In this article, we explore the recent executive-level Forum on Innovation organised by the International Airport Professional Community of Practice (IAP CoP). The objective was to highlight the vital role […]
Terri Morrissey and Dr Richard Plenty consider the importance of creating a work culture where employees feel safe and confident that their opinions will be valued and respected. How many of us have felt we had something important to say at work but failed to do so? Speaking up can be hard to do. It […]
Sam Folley and Nicola Ihnatowicz explore the wider social and stakeholder push for better diversity and inclusion for employers in the airports sector. The pandemic has resulted in a complete shift in working practices. The advent of flexible working is an obvious change, but there has been a fundamental shift in the dynamic between employers […]
iGA Istanbul Airport has a new acting CEO today in the shape of Selahattin Bilgen, after the sudden departure of Kadri Samsunlu on Friday. According to the airport operator, Samsunlu, who served the airport for six years, left by mutual consent with immediate effect. It notes that he had been at the helm of the […]
Sydney Airport has announced that Scott Charlton will succeed Geoff Culbert as its chief executive officer on December 1, 2023. According to the Australian gateway, Charlton brings a wealth of experience in the infrastructure, transportation and property sectors, having served as the CEO of Transurban, a leading ASX-listed toll road operator since 2012, and prior to […]
The ACI Customer Experience Global Summit, the airport industry’s annual event dedicated to enhancing the customer and employee experience, got underway in Incheon, South Korea, today. As usual for an event in South Korea, the numbers are good, with more than 500 international delegates, including government officials, airport and aviation executives, and customer experience experts, […]
Nieuport Aviation, the owner and operator of the passenger terminal at Billy Bishop Toronto City Airport, has been officially certified a Living Wage employer by the Ontario Living Wage Network (OLWN). OLWN notes that it is the first aviation entity in the Canadian province of Ontario to become certified. Nieuport Aviation has committed to paying […]
Dr Richard Plenty and Terri Morrissey consider the pros and cons of adopting a systematic data-based approach to decision-making in the workplace. The Nobel prize winning psychologist Daniel Kahneman in his book ‘Thinking Fast and Slow’ describes two human systems for decision making: fast, intuitive thinking and slow, rational thinking. Both types of thinking are […]
