Terri Morrissey and Richard Plenty provide their thoughts on dealing with difficult customers. We travel a lot. Our experience is mixed. Most of the time our journeys go without incident, but there are times when adverse weather conditions, delayed and cancelled planes and long queues can make a simple trip less than a straightforward experience. Sometimes, though, […]

Richard Plenty and Terri Morrissey provide their thoughts on how to encourage entrepreneurial spirt. Back in 2012, we delivered a keynote address at ACI Europe’s Regional Airports Conference in Ljubljana on ‘Building an entrepreneurial mindset’. At the time, many airports were facing economic challenges which could not be met by simply providing ‘more of the […]

Airport World reviews some of the latest airport parking stories from across Europe and North America. London’s Gatwick Airport has signed a framework contract with Stanley Robotics that will see it become the first UK airport to trial robots to valet park passengers’ cars. The trial will run from the second half of 2019 to […]

ACI World director general, Angela Gittens, reflects on the importance of catering to customer needs in today’s ‘phygital’ world. Digital transformation is happening in all industries. For airports, it involves transforming established processes and services to improve their operations to deliver a better experience to all passengers and customers. With the extensive use of smartphones, […]

Airport World provides a snapshot of the latest route development news from Moscow-Sheremetyevo, Miami, Munich, Göteborg Landvetter and Stockholm Arlanda airports. Belgium Day in Moscow Moscow-Sheremetyevo International Airport held its own ‘Belgium Day’ on June 2 complete with waffles and, of course, a Smurf as the gateway celebrated the launch of Brussels Airlines’ new service […]

Richard Plenty and Terri Morrissey provide their thoughts on the need to rediscover the art of the conversation. Go into any restaurant, travel on public transport, stand in line for your coffee, walk in the street, wait in the Departures Lounge before your flight, walk through the Arrivals Hall of a busy airport and observe. […]

Airport World provides a snapshot of the latest route development news from Kraków, Dublin, London Gatwick and Budapest airports. Big summer for Kraków Airport Kraków Airport’s summer timetable is its busiest ever with 33 new services including Dubrovnik and Zadar in Croatia, Bordeaux and Nice in France, Reykjavik in Iceland and Bucharest in Romania. Ryanair […]

Modernising Africa’s airport system is a long-haul business, writes Moritz Breickmann, investment director at AIIM, Africa’s largest private infrastructure investor, and board member of airport operator and management company, SEGAP. Speaking at the Aviation Africa conference in Kigali a few months ago, Rwanda’s President, Paul Kagame, and the secretary general and CEO of the Kenya-based […]

ACI World director general, Angela Gittens, reflects on the topics of training and recruitment. According to the latest ACI World Airport Traffic Forecasts, global passenger traffic is expected to double to 16.97 billion by 2034, based on a projected growth rate of 4.3% per annum, and to 20.9 billion passengers by 2040, based on a 4.1% […]

Airport World pays tribute to the 2018 Airport Service Quality (ASQ) customer experience award winners and talks to some of the CEOs of the successful gateways. It’s official, Delhi-Indira Gandhi, Indianapolis, Moscow Sheremetyevo, Mumbai-Chhatrapati Shivaji, Singapore Changi and Seoul–Gimpo are some of the best airports in the world for the delivery of customer service. All […]