Current Trends in Passenger Experience at Airports Worldwide

The aviation industry is continually evolving, and airports worldwide are at the forefront of enhancing the passenger experience. As technology advances and passenger expectations rise, airports are adopting innovative solutions to make travel more seamless, efficient, and enjoyable, thus offering a travel experience beyond expectations to their passengers.

Through our many international projects as a global airport consultant, we see several trends that have emerged in recent years and are continuously gaining importance. These trends either focus on increasing efficiency or on offering unique experiences to passengers.

Here are some of the current trends shaping the passenger experience at airports globally:

1. Biometric Technology and Contactless Travel

Biometric Identification

Airports are increasingly adopting biometric technology to streamline the passenger journey. Biometric identification systems, such as facial recognition, iris scanning, and fingerprint recognition, are being used at check-in, security, boarding gates, and immigration checkpoints. This technology not only speeds up the process but also enhances security by providing accurate identification. For example, an airport in the middle east has recently introduced biometric tunnels that allow passengers to complete immigration procedures in just a few seconds by simply walking through.

Contactless Processes

In the wake of the COVID-19 pandemic, there has been a significant shift towards contactless travel. Airports are implementing touchless technologies, including mobile boarding passes, self-service kiosks, and contactless payment options, to minimize physical contact and ensure a safer travel experience. Innovations such as digital health passports and touchless check-in kiosks are now commonplace, reducing the need for physical interaction and expediting the travel process.

By introducing biometric checkpoints and contactless processes, airports benefit from improved efficiency, enhanced security as well as a reduction of the personnel needed for checkpoints and check-in counters. 

Seamless travel: biometric gates at Munich Airport
Seamless travel: biometric gates at Munich Airport © Flughafen München GmbH

2. Enhancing Comfort and Well-being

Wellness Facilities

Airports are increasingly focusing on passenger well-being by offering wellness facilities such as yoga rooms, meditation spaces, and spas. Some airports also provide fitness centers and walking tracks, allowing passengers to stay active and reduce travel-related stress. Another example is an airport on the American Westcoast which offers a yoga room where passengers can unwind before their flights.

Green Spaces

It is scientifically proven that nature has a positive effect on people's stress levels. As travelling can be stressful, airports aim to create a more relaxing environment, e.g. by integrating green spaces and indoor gardens. These areas not only enhance the aesthetic appeal of the terminal but also provide a calming atmosphere for passengers. Singapore's Changi Airport is renowned for its lush indoor gardens, including the Jewel Changi, which features the world's tallest indoor waterfall and a forest valley. Also, Hamad International Airport offers an orchard garden as a place of retreat and relaxation on a strenuous journey.  

3. Personalized and Seamless Services

Personalized Assistance

There is an increasing tendency towards individualism in society. Travelers expect customized offers and services. Thus, airports are leveraging data analytics and artificial intelligence to offer personalized services to passengers. From tailored recommendations on dining and shopping to real-time updates on flight status and gate changes, personalized assistance enhances the overall travel experience.

This not only improves the overall passenger experience and satisfaction, but also contributes to higher non-aeronautical revenues.

Seamless Connectivity

High-speed Wi-Fi and charging stations are becoming standard amenities in airports. Additionally, some airports are offering digital concierge services through mobile apps, providing passengers with easy access to information and services at their fingertips. This seamless connectivity ensures that passengers can stay connected and informed throughout their journey.

4. Smart Infrastructure

Smart Terminals

Smart infrastructure is transforming airports into highly efficient hubs. Advanced technologies, such as the Internet of Things (IoT), are being used to monitor and manage airport operations, from baggage handling to airfield lighting. Smart terminals improve operational efficiency and enhance the passenger experience by reducing wait times and optimizing resource allocation. For instance, an Asian airport has implemented a smart baggage handling system that tracks luggage in real-time, reducing the incidence of lost bags. Apart from higher passenger satisfaction and an increased reputation, operational efficiency also reduces process costs and claim costs for airports. 

5. Sustainability Initiatives

Sustainability is a growing priority for airports worldwide. Most major airports have committed themselves to NetZero and are increasingly focusing on the use of renewable energy sources. In addition, many airports are implementing eco-friendly practices, such as reducing waste and promoting sustainable transportation options. There is an increasing awareness of the need for sustainability in society. Thus, these initiatives not only minimize the environmental impact but also resonate with eco-conscious travelers and contribute to the reputation of the airport. Airports in Scandinavia are leading the way with their commitment to carbon neutrality and the use of biofuel for aircraft.

6. Enhanced Security Measures

Advanced Screening Technologies

To enhance security while minimizing inconvenience, airports are adopting advanced screening technologies. Automated screening lanes, computed tomography (CT) scanners, and automated border control gates are speeding up the security process and reducing passenger wait times. These technologies provide more accurate screening results and reduce the need for manual checks, thus also reducing the amount of security staff needed. 

Cybersecurity

With the increase in digital services, ensuring cybersecurity has become crucial. Airports are investing in sophisticated cybersecurity measures to protect passenger data and maintain the integrity of their systems. This includes implementing advanced firewalls, advanced encryption technologies, and continuous monitoring systems to detect and prevent cyber threats.

enhanced security: CT scanners at Munich Airport
CT scanners at Munich Airport

7. Improved Accessibility and Inclusivity

Language and Cultural Inclusivity


To cater to the diverse needs of international travelers, airports are offering multilingual support and culturally inclusive services. This includes providing information in multiple languages and offering culturally relevant dining and shopping options. Airports globally offer multilingual information desks and signage to assist travelers from around the world. At Munich Airport, travelers from China and can even book a personal Chinese-speaking shopping assistant, who will not only support in navigating shop layouts and finding the perfect gift, but also provide guidance in regard to security and customs. During the peak season, this service is also available for Arabic speaking travelers.



Chinese Shopping Assistants at Munich Airport
Chinese Shopping Assistants at Munich Airport © Flughafen München GmbH

Accessible Facilities

Airports are making strides in improving accessibility for passengers with disabilities. From accessible restrooms and elevators to dedicated assistance services and sensory rooms, airports are ensuring that all passengers have a comfortable and accommodating travel experience.

For example, Terminal A of Newark Liberty International Airport, which is managed and operated by Munich Airport International’s subsidiary Munich Airport NJ LLC, offers a landside sensory room, specifically designed to create a soothing atmosphere of water features, large aquariums, and Himalayan salt walls, to reduce stress levels for individuals with neurodivergent disabilities and other travelers seeking a respite from the overwhelming sensations of an operating airport terminal. In partnership with the Port Authority of New York and New Jersey, Munich Airport NJ LLC, the Anderson Center for Autism, and the Transportation Security Administration provide employees with training on neurodivergent disabilities and offer a terminal-wide approach to identifying and addressing these special needs. 


Sensory Room at Terminal A of Newark Liberty International Airport for passengers with special needs
Sensory Room at Terminal A of Newark Liberty International Airport for passengers with special needs © Munich Airport NJ LLC

8. Enhanced Retail and Dining Experiences

Local and Authentic Offerings

Airports are enhancing their retail and dining experiences by offering local and authentic products. This trend not only supports local businesses but also provides passengers with a taste of the region's culture and cuisine. For instance, Terminal A at EWR, which was recently named the Best New Airport Terminal in the World and was awarded the coveted 5-Star rating from Skytrax, provides a variety of over 55 food and beverage outlets and retail shops reflecting a uniquely New Jersey dining and shopping experience. By featuring some of New Jersey’s favorite eateries in the terminal like Kitchen Step, Jersey Mike’s, Smokehouse BBQ, and Jersey & Co. Gelato, travelers can experience a truly New Jersey dining experience without leaving the terminal. 


Local F&B offer at Terminal A at Newark Liberty International Airport
Local F&B offer at Terminal A at Newark Liberty International Airport © Munich Airport NJ LLC

Digital and Automated Services

To streamline the shopping and dining experience, airports are incorporating digital and automated services. Mobile ordering, automated retail stores, and self-checkout kiosks are becoming more prevalent, allowing passengers to save time and enjoy a hassle-free experience. Some airports in the USA have introduced mobile ordering apps for food and retail, enabling passengers to order and pay from their smartphones.

Munich Airport currently runs a pilot project with a mobile vending robot, enabling passengers to shop for drinks and snacks at a self-driving “snackbot”.

Such initiatives not only contribute to a unique passenger experience but also potentially offer new sources of revenue to the airport. 


Service robot "Jeeves": self driving service robot selling snacks to passengers
Service robot "Jeeves": self driving service robot selling snacks to passengers © Flughafen München GmbH

Conclusion

The trends shaping the passenger experience at airports worldwide are driven by technology, innovation, and a focus on customer satisfaction. As airports continue to evolve, passengers can look forward to a more individualized, seamless, efficient, and enjoyable travel experience. From biometric identification and contactless processes to personalized services and sustainability initiatives, the future of air travel promises to be more connected and passenger-centric than ever before. With ongoing advancements and a commitment to enhancing the passenger journey, airports are set to provide an unparalleled travel experience that meets the needs and expectations of modern travelers. Such as personalized wayfinding, enhanced lounge access, and mobile applications, to mention but a few initiatives. 

Author

Kyrian Eke

Kyrian Eke

Munich Airport International GmbH
Senior Consultant