Passenger Experience Strategy

You can't buy passenger experience

The airport experience. For some, it conjures images of long queues, confusing signs, and mounting stress. But what if airports transformed from logistical hubs into seamless travel destinations catering to passengers’ physical and emotional journeys?

In this article, we look at what makes a seamless travel experience, and the benefits of a powerful passenger experiences for the airport ecosystem. 

Access all areas: Why airports need to adapt their passenger experience strategies

For many people, airports can be the most critical piece in the overall passenger experience.  However, traditionally, the experience has failed to be truly accessible and inclusive for all passengers. 

This article explores five considerations for crafting a truly inclusive airport experience.  

Beyond efficiency: Why accommodating every passenger matters

In the bustling world of modern air travel, efficiency often takes centre stage. Airports and airlines prioritise streamlined processes, reduced wait times, and optimise resources to ensure everything runs as smoothly as possible.  

However, this need for speed overlooks a fundamental aspect.

Read this article to understand how you can craft unique passenger journeys based on a deep understanding of your passenger needs, expectations and priorities. 

9 key learnings from working with Dubai Airports

We’ve worked with Dubai Airports across a variety of projects, including a new and distinctly Dubai Airports passenger experience strategy and vision to deliver their desired business outcomes.

Here's what we learnt over a decade-long relationship with one of the busiest airport hubs in the world.