From disruption management to ancillary revenue generation, AI communications are critical to the airport passenger experience, writes Pierre Cuquemelle. When communication fails during disruptions, the impact ripples through every corner of airport operations. Customer service teams face angry passengers armed with conflicting information from multiple sources. Ground staff waste valuable time correcting misinformation rather than […]
London’s Heathrow Airport today announced plans to revamp Terminal 4 next year as part of a £1.3 billion investment programme to enhance its facilities and passenger appeal. The UK hub believes that the planned investments will boost customer satisfaction levels by ensuring that passengers enjoy smoother, more reliable journeys through the airport. Construction will start […]
By reframing the restroom as a key component of passenger experience, airports can differentiate themselves and enhance the entire customer journey, writes Tork’s Katrin Ferge. Airport operators know there’s no one-size-fits-all recipe for success. Though, the financial incentive to continually improve the terminal is clear, with ACI World research showing that a 1% increase in […]
Airline digitalisation will transform the airport departure hall and how other processing facilities are used in the future, writes Stephan Hirmer, head of passenger servicing for airport operations at Amadeus. The evolution of airline systems is beginning to have a transformative impact on airport operations. Departure Control Systems (DCS) are gradually being replaced by more […]
Embracing sunflower lanyards for passengers with hidden disabilities and a new look Arrivals area provide examples of how high Quito International Airport values good customer service. Quito’s Mariscal Sucre International Airport has become one of the latest gateways to embrace the Hidden Disabilities Sunflower. The initiative is aimed at improving accessibility and travel experience for […]
A new entryway into Brisbane Airport’s Domestic Terminal has opened giving passengers who only have carry-on luggage same-level access from the Skywalk into the brand-new central security screening area. Once fully open by Christmas, the new central screening level will feature 10 brand-new security lanes equipped with Rapiscan CT (Computed Tomography) screening technology, also known […]
Dublin Airport is looking forward to its busiest ever Christmas this year with around 1.8 million passengers set to pass through the airport’s terminals over the busy festive period. Numbers travelling this year are likely to be up by around 22% (c.330,000 passengers) compared to the same period last year with an average of 96,000 […]
Embracing the passenger experience is the new competitive advantage for airports, writes Acuity Brands’ digital and wayfinding expert, Andrew Dallmann. As passenger numbers rise, the challenge of enhancing the customer experience inevitably becomes more of a challenge for the world’s airports as increased volumes puts a greater strain on existing facilities and manpower. This year, […]
With global travel retail sales at airports yet to return to pre-pandemic levels, Kavanagh Communication’s John Matheson considers the potential economic and customer service benefits of F&B innovation. Although global traffic continues to recover well beyond 2019 levels, the performance of the travel retail market has struggled to keep pace with traffic growth. Last year […]
San Diego International Airport’s new Terminal 1 was designed for the passenger experience, writes Terence Young, aviation leader, design director and principal at Gensler. Throughout my architectural career I have designed airports around the world from LAX to Incheon, and over the years I’ve seen how the aviation industry responds to trends, with each new […]
Finavia and the Vantaa Light Rail Alliance are working together to develop a plan for the location of an airport stop for the newly approved transport link. “We are very pleased with the decision that the political decision-makers of Vantaa were ready to give the Vantaa Light Rail Alliance a mandate to plan the light […]
Founded in Turkey, Kepler Club takes its name from the astronomer Johannes Kepler, as a nod to curiosity, discovery, and new horizons. The airport hospitality brand — known for its technology-driven sleeping cabins — is now in the final phase of a major expansion at Kuala Lumpur International Airport (KLIA) that will more than double […]
