Happy passengers spend more. This is a well-known theory in the airport sector and one that has been backed up by many industry reports over the years. A recent study from airport management platform AeroCloud, for example, found that 80% of passengers indicated that they would spend more if they could move through check-in and security more quickly.

However, airport operators are now looking to go further than just providing a seamless journey.

Continue reading EXCLUSIVE FEATURE: How can airports inspire positive passenger emotions to increase non-aeronautical spend? at Passenger Terminal Today.

Passenger Terminal World investigates how airports are grappling with the ACI’s new Airport Carbon Accreditation Level 5 certification.

What is Airport Carbon Accreditation Level 5?

According to the ACI, the key differences between ACA Level 5 and Level 4 lie in the scope of emissions covered, the requirements for offsetting and carbon removal, and the depth of stakeholder engagement. “In contrast, Level 4 has less stringent requirements in these areas,” says the organization’s Alexandre de Joybert.

Continue reading EXCLUSIVE FEATURE: How are airports reaching the ACI’s new Airport Carbon Accreditation Level 5 certification? at Passenger Terminal Today.

PTW speaks to experts from Heathrow Airport, Singapore Changi Airport, Greater Orlando Aviation Authority and Amsterdam Schiphol Airport to discover how to best automate baggage handling systems for maximum efficiency and profit. 

Increased baggage handling automation has the potential to cut an airport’s costs, improve operational performance, enhance baggage reliability, speed up processing times, tackle labor shortages and address concerns over luggage handlers’ health and safety. The benefits are clear but achieving them is no easy task.

Continue reading EXCLUSIVE FEATURE: How can airports unlock the potential of end-to-end automated baggage handling? at Passenger Terminal Today.

Flexibility, autonomy and choice: these are the three key factors that make up a great travel experience for disabled passengers at airports, according to Emily Yates, head of accessibility and inclusive design at Mima, a human-centered design agency that has worked with airports around the world to improve their accessibility, passenger experience and wayfinding strategies. Yates, a wheelchair user with cerebral palsy, believes all airports should be striving to offer disabled passengers “a human experience rather than a scheduled process, wherever possible.

Continue reading EXCLUSIVE FEATURE: Ensuring equitable access for all passengers at Passenger Terminal Today.

Koh Ming Sue, executive vice president of engineering and development at Changi Airport Group, speaks with Passenger Terminal Today to reveal more about the airport’s increasingly automated baggage handling system

Why is automation needed in the end-to-end baggage handling system?

The key imperative for having to automate the airport’s baggage handling system was manpower constraints, in terms of the ability to continue to attract locals to work 24/7 in the harsher baggage handling environment.

Continue reading EXCLUSIVE INTERVIEW: Koh Ming Sue, executive vice president of engineering and development at Changi Airport Group at Passenger Terminal Today.

Two of the world’s busiest airports share how they are transforming their wayfinding programs to help millions of passengers navigate their journeys. 

Wayfinding is not just about having the right signs in the right places. According to Terri Mestas, chief development officer at Los Angeles World Airports (LAWA), who is leading the US$30bn Capital Improvement Program at Los Angeles International Airport (LAX), it’s much more sophisticated than that. If done correctly, she says, it can transform the airport experience for passengers and boost nonaeronautical spending.

Continue reading EXCLUSIVE FEATURE: How are airports transforming their wayfinding programs? at Passenger Terminal Today.

Zayed International Airport’s new Terminal A sets new standards in building design, retail planning and passenger efficiency, underlining Abu Dhabi’s growing global status.

Rebranding

Abu Dhabi International Airport was renamed Zayed International Airport in February 2024, on the instruction of United Arab Emirates (UAE) President His Highness Sheikh Mohamed Bin Zayed Al Nahyan.

The renaming was intended to honor the UAE’s founding father, the late Sheikh Zayed bin Sultan Al Nahyan.

Continue reading CASE STUDY: Zayed International Airport’s Terminal A at Passenger Terminal Today.

Passenger Terminal Today speaks to Terri Mestas, about her previous role as chief development officer at Los Angeles World Airports (LAWA), to find out more about the recent wayfinding overhaul at Los Angeles International Airport, as well as the key challenges it faced and the science behind effective wayfinding.

Why did LAX need to overhaul its wayfinding system? What were some of the key problems the airport faced in terms of wayfinding?

Continue reading EXCLUSIVE INTERVIEW: Terri Mestas, former chief development officer at Los Angeles World Airports at Passenger Terminal Today.

Wesley Lang, senior research and insight manager at Heathrow Airport, sat down with Passenger Terminal Today to reveal more about the airport’s wayfinding study, its top insights and its implications for future initiatives and terminal design.

Why was the wayfinding study needed? What were some of the key problems?
During the Covid-19 pandemic, we needed to add a lot of additional signage and information throughout the passenger journey.

Continue reading EXCLUSIVE INTERVIEW: Wesley Lang, senior research and insight manager at Heathrow Airport at Passenger Terminal Today.

Artificial intelligence is set to transform the passenger experience at airports. Passenger Terminal World explores some of the latest use cases for the technology.

According to Microsoft’s aviation UK chief technology officer, Daniel Williams, AI is really “changing the game” at airports around the world. The technology is set to have an impact on all areas of an airport, offering personalized customer experiences, efficient travel planning and booking and improved safety and sustainability, as well as many other benefits.

Continue reading FEATURE: How will AI transform the passenger experience at airports? at Passenger Terminal Today.