Passenger experience

Positive vibes across the industry at the IATA World Passenger Symposium 2016

"There has been a big change at this year's IATA World Passenger Symposium," remarked Christoph Mueller,...

Loyalty 2016 kicks off with some spice and sticky rice

We are in the exciting city of Bangkok at the Loyalty 2016 event organised by Flightglobal and Global...

How ASIG reshaped the airport experience at Heathrow Terminal 2

I have been working in aviation for over 25 years, so naturally I have seen the progression of technology...


Measuring the distance between satisfied and disgruntled at IATA WPS, day two

How to quantify the difference between a satisfied passenger and a disgruntled customer? Could it be as little...

How Star Alliance created a better airport experience at Heathrow Terminal 2

London Heathrow Terminal 2 is reaching new heights in terms of traveler experience and airport efficiency....

Industry-first solution helps airlines better manage delayed and cancelled flights

A delayed or cancelled flight can ruin your holiday if you’re a traveller and your reputation if you’re...


Collaboration and passenger experience dominate day one of IATA’s WPS in San Diego

Two key ideas dominated much of the discussion and debate on day one of IATA’s World Passenger Symposium...

Customer experience, collaboration, and cyber security headline airport conference in Seoul

What is customer service? According to one presenter at the conference, who quoted Walt Disney “customer...

Exploring opportunities for a better connected airport experience

I recently had an opportunity to attend day one of the Passenger Terminal Expo in Barcelona and found...


Research suggests Chinese travellers more likely to voice airline angst via social media

Our research paper on irregular airline operations explores the true impact they have on airlines with...

Join us for an exclusive webinar with Air Transport World on irregular operations

Air Transport World and Amadeus will be hosting an exclusive webinar on the 5 key areas where airlines...

Improving the passenger experience: views from FTE2013

The clue is probably in the name. Future Travel Experience 2013 – which launched Wednesday at the Mandalay...