The future airport experience

The airport experience has gone through huge change in the past three years, and as airports are welcoming back travellers once again, they must now look to innovate the experience even further. Technological advancements by airports now see passengers powering their journeys through their mobile devices, from check-in, to ordering food and therefore interacting with staff less. This panel will explore the innovative passenger experience initiatives introduced by airports’ customer experience thought leaders. They will posit theories of what the future traveller experience will look like and how airports must leverage technology and new ways of working in order to stay ahead of the curve. In this panel you will:

• Understand passenger behaviour as a result of the pandemic and new socio-economic landscapes
• Examine current passenger behaviours and what they now expect of airports
• Discuss the future passenger profile and how it will evolve