Airport World, Issue 1, 2025

Proudly Serving the Airport Industry for 30 Years

Airport profile: Pittsburgh

Special report: Autonomous Vehicles

Tech Talk: IT Trends & Digital Twins

Plus: Planning & Design; Customer Service & Sustainability

A new dimension in Flow Monitoring 3D LIDAR

Meet the third generation of airport monitoring technology.

LiDAR uses laser precision for seamless end-to-end tracking, offering a holistic view of airport operations and unmatched insights into passenger behavior.

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Airport World

Editor Joe Bates +44 (0)1276 476582 joe@airport-world.com

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Managing Director

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Making headlines

Editor, Joe Bates, reflects on a milestone anniversary for Airport World and the new technology theme of this issue.

This year is a significant one for us as it marks the 30th anniversary of Airport World, and we note the milestone with our new banner of ‘Proudly Serving the Airport Industry for 30 Years’.

I may not have been here at the very beginning as I didn’t join the magazine until late 2000, but it’s fair to say that we have witnessed and reported on the transformation of airports over the last three decades into the more customer service focused, technology embracing, environmentally aware and commercially astute businesses that we see today.

There have, of course, been many ups and downs for airports over our 30-year journey, including the all-time lows of 9/11 and the COVID-19 pandemic which brought global air travel to a standstill.

The themed section contains features about autonomous vehicles; airport IT trends; emerging technologies; Dallas Love Field’s 3D LED holographic signage fan displays; and the benefits of digital twins.

Pittsburgh International Airport is our lead airport feature, which has earned itself a reputation for being one of the most innovative gateways in the United States.

Elsewhere in this issue, we have articles about the winners of ACI World’s 2024 ASQ Airport Experience Awards; global design trends; the latest sustainability news from airports across the world; and building design resilience into all new facilities at Amsterdam Schiphol.

Published by Aviation Media Ltd PO BOX 448, Feltham, TW13 9EA, UK Website www.airport-world.com

AirportWorld is published six times a year. The opinions and views expressed in Airport World are those of the authors.

ISSN: 1360-4341

The content of this publication is copyright of Aviation Media Ltd and should not be copied or stored without the express permission of the publisher.

The recent power outage at an electrical substation close to London Heathrow that forced the UK hub to close for the best part of a day, causing travel disruption across the globe, provided yet another example of the vulnerability of airports and aviation to events outside of their control.

However, for every low there have been a thousand highs, whether that be new airport openings, reporting on acts of outstanding customer service, showcasing IT innovation, celebrating the best in airport design, or featuring pioneering sustainability initiatives.

I also still look back with fondness at some of the more quirky stories we have run over the years, covering topics such as airport mascots, the birth of airport hotels, the world’s tallest air traffic control towers, pet hotels, and using herds of goats, sheep and llamas to graze on grass in hard to mow parts of the airport!

We will, naturally, continue to cover all that is great and good about airports and aviation this year, starting with this 'new technology' themed first issue.

We round the issue out with features about Perth Airport’s ambitious A$5 billion investment programme; our regular ‘people matters’ column; industry association news; and report on the Q1 news from airport suppliers in our new ‘business exchange’ section.

Hopefully, there will be more new features to come later in the year as we begin life as an independent title.

I have to admit that no longer being the official publication of ACI World is a big one for us, but let me assure you that we remain on good terms with them and will continue to feature ACI World news in the magazine.

You also have my word that we begin 2025 with a renewed enthusiasm to continue highlighting and promoting the best in airport operations, best practices and sustainable growth, the latter principally through reducing carbon emissions and embracing new technology and infrastructure.

It is a milestone year forAirportWorldand I, for one, have no doubt that we will continue to deliver the same quality editorial in 2025 and beyond that we've given you for the last 30 years.

In this issue

3 Opinion

Editor, Joe Bates, reflects on a milestone anniversary for Airport World and the technology theme of this issue.

8 Back on the map

With a new showpiece terminal opening later this year, passenger numbers at an 18 year high, and innovation at the front and centre of its business, these are good times for Pittsburgh International Airport, writes Joe Bates.

16 Aviation’s IT trends

SITA Europe president, Segio Colella, unwraps some of the biggest tech trends in the aviation industry.

19 Driving change

David Keene, CEO of Aurrigo International plc, explores what it will take for aviation to fully embrace autonomous technology and revolutionise the airport experience.

22 The case for digital twins

BEUMER Group’s Per Engelbrechtsen explains how 3D visualisation can improve baggage handling operations at the world’s airports.

Amadeus’ Holger Mattig

Elevating aviation’s future

What are the world’s airports asking from architects when it comes to building new facilities or enhancing existing ones? Corgan’s Jonathan Massey provides his thoughts.

Perth glory

Joe Bates takes a closer look at Perth Airport’s ambitious A$5 billion investment programme and how the new facilities will help it meet rising demand.

Being flexible

We discover more about how the Royal Schiphol Group is building design resilience into all new facilities at Amsterdam Schiphol Airport.

Opportunity knocks

The airport construction boom in the US will provide plenty of opportunities for airport contractors this year, writes Mary Scott Nabers.

Going the extra mile

Airports across the globe have been recognised for their customer service excellence in ACI’s ASQ Airport Experience Awards, writes Joe Bates. 42 Going green

The world’s airports continue to deliver on sustainability, achieving new milestones and enhancing their green credentials, writes Joe Bates. 46 Something for everyone

The opening of new sensory rooms, wellness spaces, museums and ambient scenting are just some of the ways airports continue to raise the bar on customer service.

48 Business exchange

We provide a snapshot of the latest news stories from companies that support the growth and development of SMART airports.

48 People matters

Richard Plenty and Terri Morrissey share their thoughts on some of the human challenges associated with the rapidly developing field of AI.

Back on the map

With a new showpiece terminal opening later this year, passenger numbers at an 18 year high, and innovation at the front and centre of its business, these are good times for Pittsburgh International Airport, writes Joe Bates.

There is no doubting that Pittsburgh International Airport (PIT) has gone from strength to strength over the last decade as its route network has grown, passenger numbers have soared and it has earned itself a reputation for being one of the most innovative gateways in the United States.

It is also one of the most self-contained and sustainably run airports in the nation based on the fact that it is the only airport in the US to have its own microgrid, which provides 100% of its energy needs.

Launched in 2021, the microgrid is powered by five natural gas-fired generators with natural gas drilled from underneath the airport site and nearly 10,000 solar panels.

And true to its pioneering ways which have led to the airport establishing its own on-site innovation lab (xBridge) for developing, trialling, testing and launching new technology, and Neighborhood 91 – a 195-acre hub for additive manufacturing with goods produced on site shipped around the world – PIT is now looking at producing Sustainable Aviation Fuel (SAF) on the airport campus.

PRODUCING AND EXPORTING SAF ON-SITE AT PIT

What’s the thinking behind PIT potential leading the way on SAF blending and production?

Christina Cassotis, who celebrated her 10th anniversary as CEO of Pittsburgh International Airport in January 2025, says: “Why not? The world needs it, we want aviation to be more sustainable, and we have the perfect mix of assets and resources to make it happen.

“We sit on 3,500 hectares of land, a lot of which is still open for development. We have pipelines to and from the Ohio River where we get our Jet A fuel, so we could export to the North East, New York, Boston, Washington and mid-Atlantic.

“We are surrounded by millions of acres of corn production in Pennsylvania and Ohio, so we can support our farmers by turning the corn into ethanol which becomes the jet fuel. We build things in Pittsburgh, so we can do it.”

The on-site production of SAF would also generate extra revenue for PIT that will help secure its future and help transition the industry to further reduce CO2 emissions.

PIT is, of course, not going to invest its own money on building and operating a SAF refinery, so the undertaking would be in partnership with a third party.

“We didn’t want to run a utility like our microgrid and we don’t want to run a SAF refinery. We want to enable it, be a strategic landlord and benefit from the fuel being produced here,” confirms Cassotis.

There are several collaboration pathways the airport could go down when it comes to SAF production.

CNX, for example, which currently extracts natural gas from the airport site, is working with KeyState Energy to develop a hydrogen hub on the airport that would allow for the production of SAF from hydrogen made from coal mine methane.

PIT is also exploring the option of working with a European company that already has ASTM Alcohol-to-Jet (ATJ) biofuel in production and in use by the US Air Force elsewhere on the airport site.

If things go well, it is possible that construction of a SAF refinery at PIT could start as early as the end of 2026.

PIT’S TRANSFORMATION OVER THE LAST DECADE

The airport’s SAF ambitions are very real, and as PIT has proved with creating its own microgrid and countless other pioneering initiatives over the last decade, if its plans make good business sense, they almost invariably happen.

After all, PIT’s reinvention under Cassotis over the last 10 years really is nothing short of remarkable, particularly when you consider that back then she noted that the airport had to adopt a new business plan and focus on a future as an O&D gateway to finally get over the loss of its status as a US Airways hub.

Innovation, in all its forms, appears to have been the key driver of PIT’s new business plan to make it a better and more efficient airport, less dependent on aviation related revenue, and a key economic generator for the city and region.

While the decision to let go of the idea of PIT regaining its hub status and concentrate on developing its O&D services has proved a masterstroke, with the airport accommodating 9.95 million passengers last year, the most since 2006, on the back of a much expanded route network.

Putting that in some kind of perspective, when Cassotis started at PIT, the airport had service to 37 non-stop destinations across the US and Canada and handled around eight million passengers per annum. Today, the figure stands at 62 non-stop routes and includes international long-haul routes to London (British Airways) and Reykjavik (Icelandair) in Europe as PIT boasts seven more airlines that it had in 2015.

So, reflecting on her 10 years at PIT, is it possible for Cassotis to say what the highs and lows have been during this time?

“That’s a hard one to answer as there’s been lots of a highs and quite a few lows as we’ve faced many obstacles over the years, but I would say putting Pittsburgh back on the global stage from a aviation perspective would be the highlight, as that was always the intention,” enthuses Cassotis.

She notes that passenger traffic has increased by nearly 25% since her arrival and will exceed 10 million in 2025, which it would have done last year if it wasn’t for a global IT outage that downed airline computer systems for 24 hours during the peak summer months.

Cassotis cites the success of getting Pittsburgh to believe and buy into her plan to develop PIT as an O&D gateway as the major turning point for the airport and catalyst for its current growth trajectory.

“I would say that my role has always been sales/business development, which started internally with getting people to believe that there were other ways we could be successful other than as a hub, which was the mindset when I got here,” she explains.

“Back then the community’s understanding of success was tied to regaining our hub status with an airline. So, getting the airport team and then the community to understand that an origin and destination airport could still be a very successful business model for PIT was a really big accomplishment.”

As an aside, Cassotis adds that Pittsburghers have always been fiercely proud and supportive of their airport, so much so in fact that she reveals that this enthusiasm led her to take the job in the first place.

Other achievements Cassotis is proud of PIT achieving in the first decade under her watch include the creation the microgrid, the opening of a childcare centre for airport staff and the new terminal which opens for business later this year.

NEW TERMINAL

“Built by Pittsburgh for Pittsburgh”, PIT’s new terminal will open later this year – most likely in Q4 – and is expected to take operational efficiency and customer convenience and satisfaction to new levels.

The ongoing $1.57 billion new terminal programme is designed to improve facilities and create a new consolidated terminal that modernises outdated former hub facilities and just make it easier for passengers and staff to use.

What that effectively means is that PIT will get a terminal designed for today’s O&D driven market and not the long gone connecting travellers that accounted for 80% of all passengers when US Airways was the hub carrier.

Indeed, the de-hubbing of PIT left it with plenty of facilities that it just didn’t need any more, including eight miles of baggage belts built for transfer passengers that previously caught connecting flights across the airport campus.

O&D passengers now make up 97% of PIT’s passengers, so the airport simply needs new facilities that will make journeys easier, more convenient and comfortable for passengers and the airlines. Its opening will complement improvements to PIT’s existing ‘airside’ facilities (and eliminate the half-a-mile gap between the terminals) which contain the airport’s X-shaped central core, which according to Cassotis will be gutted and completely redesigned.

“The concourses are getting massive upgrades, the holdrooms, the back of the house and all the systems we couldn’t do preventative maintenance on before are being addressed now, so it’s a lot of fun out there right now,” jokes Cassotis.

According to PIT, the main goals of the new terminal programme include reducing passenger wait and walk times, shortening baggage delivery times, improving the international arrivals process, reducing operations and maintenance costs, providing more public parking spaces and making the airport more efficient and sustainable overall.

Some examples of the improved airport experience the new terminal will bring for passengers include one central security checkpoint instead of the existing two in different buildings, and separate levels for Arrivals and Departures.

It is hoped that the terminal will also end the current confusion passengers face on exiting the airport due to ongoing development work and the confusing layout of existing facilities that sometimes means that arriving passengers have to travel between different levels just to get outside.

In March, it was announced that the construction of the new terminal was 85% complete, ensuring that the facility is on target to open as planned in the second half of 2025.

Renderings of PIT's new terminal courtesy of Gensler + HDR in association with luis vidal + architects.

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Guided by the core principles of nature, technology and community, the key design features of the new terminal include:

• Four new outdoor terraces – two accessible before security and two beyond.

• Structural supports made to look like tree columns and leaf designs in the flooring, paying tribute to Western Pennsylvania's foliage.

• A 4,000 constellation ceiling lights installation, creating a night sky effect.

• A new 5,000-space parking structure and roadway system.

• The new terminal will have three levels: a commercial kerb on the first floor, an arrivals level on the second floor and a departures level on the third floor.

• Technology woven seamlessly into the design concept to improve operations at security and baggage claim.

Prioritising enhancing the passenger experience through a range of design features, the new terminal’s Universal Access features include raised crosswalks with improved lighting, accessible-height ticketing counters, digital wayfinding that offers both visual and audio cues, intuitive layouts to simplify navigation, and outdoor spaces with biophilic design elements.

These enhancements are said to build on Pittsburgh International Airport’s established commitment to inclusivity, best illustrated by Presley’s Place – one of the USA’s first comprehensive sensory rooms designed for travellers with autism and other sensory sensitivities.

The airport believes that facilities like Presley’s Place signal what the future of air travel could look like with regards to being more welcoming and supportive for all passengers.

Cassotis has no doubt that the new terminal will usher in a new era for PIT in terms of operational efficiency, customer service levels and even people’s perceptions of the airport.

“It will be transformative,” enthuses Cassotis. “Every single part of our business will change. The equipment it will utilise will allow us to operate more efficiently and give us data that we never had before to make decisions and do predictive maintenance.

“The new terminal will allow us to do a better job of taking care of staff and passengers. Passengers will enjoy shorter walk times and be guided on their journeys by more intuitive wayfinding. It will be a much more pleasant experience.”

It will also be one of only a handful of airport terminals in the US to have outdoor terraces airside, which like its landside counterparts, will be accessible to all passengers.

Worthy of note is the fact that 16,000 tons of locally fabricated steel have been used in the terminal’s construction.

ENERGY EFFICIENT

The terminal itself is designed around using less energy for heating and cooling through the orientation of the terminal, strategic building overhangs and materials used in construction.

Like the rest of the airport, it will be powered by PIT’s microgrid, which means that the airport is 100% self sufficient in terms of energy supply and able to continue operating if the local grid goes down for whatever reason. On the reverse side of the coin, it also has the capability to switch to the traditional power grid if it experiences issues with its own microgrid.

An added bonus of the microgrid is that it has reduced PIT’s carbon emissions by six million pounds a year, and saved the airport around $1.5 million annually in utility costs.

PASSENGER GROWTH, ROUTES AND DESTINATIONS

As mentioned earlier, Pittsburgh International Airport handled 9.95 million passengers in 2024 – 8.1% more than the previous year and 166,000 passengers more than in pre-pandemic 2019.

The airport attributes the upturn, and first time it has exceeded pre-COVID levels, to a record number of Pittsburghers travelling through PIT, with over 9.7 million travellers recorded to have started or ended their trips in Pittsburgh last year.

It’s the highest origin-and-destination (O&D) figure in the airport’s history. What’s more, PIT’s international traffic surpassed 195,000 international passengers in 2024, a 30% increase from 2023, boosted by Icelandair launching seasonal service to Reykjavik, Iceland, in May and British Airways’ continued growth on its year-round service to London Heathrow.

And international travel in Pittsburgh is expected to grow again in 2025 as British Airways will upgrade frequency to London Heathrow to a daily service starting March 30, and Icelandair will resume its seasonal Reykjavik service a month earlier in 2025, with flights returning on April 17.

“Pittsburgh is a market that responds to the air service that comes in and gives it the passenger numbers that it needs, so we are constantly adding destinations or increasing frequency or aircraft capacity on existing ones,” enthuses Cassotis.

“When I got here, I looked at the map of destinations served from Pittsburgh and thought, wow, the West Coast is missing! That’s no longer the case today.”

In terms of the overall traffic, PIT’s increasingly diverse mix of domestic routes shows that the top airlines at the airport in terms of market share are Southwest (26%) and American Airlines (24%) – the former accommodating the most passengers and the latter the most daily flights – followed by Delta (18%); United (14%); and Spirit (12%).

When we last spoke in early 2016, Cassotis mentioned that she hoped that in five to ten years PIT would see the return of international flights to Europe and the introduction of a Gulf carrier to serve the Gulf region and beyond.

BA and Icelandair have, of course, now ticked the Europe box, but Cassotis is not overly celebrating as she feels that there is scope for more services, mentioning Germany and Amsterdam in the Netherlands as potential new routes. She is, however, still looking for a Gulf carrier.

Cassotis says: “I have not given up on a Gulf carrier as we believe that we can support traffic to the region because of our Indian market and the cargo potential of the route. As you know, it often takes years for a new route to happen, and we are playing the long game.”

INNOVATION AND NEW TECHNOLOGY

When talking about innovation and ‘smart airports’, Cassotis is quick to point out that it is about more than just technology, encompassing everything from inspiring new retail/F&B offerings and route development to the opening of a childcare centre for airport staff.

“Innovation certainly isn’t always tied to technology,” she notes. “In my opinion, the definition of innovation means doing something better than before, that it makes sense, and everybody benefits from it.”

Having said that, new technology that will aid airport operations as well as passenger journeys is certainly high on the agenda for PIT, which is perhaps not surprising considering Pittsburgh’s status as a technology centre and the robot capital of the world.

Indeed, Google, Bosch, Meta, Uber (driverless car testing), Intel and Yahoo are among thousands of technology firms based in the area and the city is home to 68 colleges and universities that include R&D leaders Carnegie Mellon University and the University of Pittsburgh.

For its part, PIT has helped bring some 30 technologies to an advanced stage at its xBridge innovation centre, located in a 10,000 square foot facility at the end of Concourse B.

One of these technologies is BioFlyte, a bio-aerosol surveillance sensor that can quickly detect and identify airborne pathogens and

subsequently bio-terrorism threats such as ricin, anthrax and fentanyl in the air in less than five minutes.

During its proof of concept at PIT, Bioflyte’s BioTOF z200 sensor was installed in an HVAC mechanical room where it collected data on return air from the terminal. Additionally, BioFlyte tested simulations of threats at PIT to prove that the sensor can detect them.

It is currently deployed with the US Department of Defense, the Department of Homeland Security, and a Fortune 100 investment banking firm.

Other innovations include tested at PIT via xBridge include smart recycling bins (CleanRobotics’ TrashBot), autonomous wheelchairs (Blueberry Technology Inc’s BBGo), the technology to convert regular vehicles into remote controlled cars (Mapless AI), and autonomous robots used to clean floor (Carnegie Robotics) or deliver food and beverages to passengers (Ottonomy’s Ottobot).

Through xBridge the airport has a partnership with British Airways’ parent company IAG to assist it in some of the work and testing it is doing in the field of robotics.

While one of the more unusual successes of xBridge has been AlgenAir’s aerium, which harnesses the natural power of algae to reduce carbon dioxide (CO2) and produce oxygen (O2), combating indoor air pollution. Its first commercial-sized aerium currently sits in the baggage hall at PIT and has proved a welcome distraction for passengers waiting for their luggage.

PIT notes that the broad airport ecosystem enables innovations across many industries such as parking, logistics, retail, food and beverage, customer experience, security, sustainability, building management and more.

Talking specifically about xBridge, Cassotis says that it is “designed to embed innovation inside the airport, among its staff, companies and industry partners while maintaining a sense of Pittsburgh”.

Explaining a little more, she comments: “xBridge is a physical centre for innovation to test two things – materials, such as the paint on columns and flooring, and technology.

“On the technology side, instead of going to the robotics, AI and automation community here in Pittsburgh to say can you fix this, we have folks from xBridge who go into the start-up or robotics communities and ask them whether they’ve ever thought about using their technology in an airport. We then invite them to come to PIT and see what it can do.”

Away from technology, Cassotis believes that PIT’s sensory room and more recent opening of childcare centre for the children of airport staff are two of the most high profile ways that the airport has shown innovation in other areas.

The 1,500ft and now much copied sensory room, Presley’s Place, recently enjoyed its fifth anniversary, with Cassotis noting that it was actually the idea of PIT employee, Jason Rudge, who has an autistic son (Presley).

While the late 2023 opening of PIT’s very own childcare centre has arguably helped PIT hold on to staff and attract others to work at the airport who otherwise wouldn’t have considered it due to child care concerns.

PIT believes that providing a childcare option on the same site as an employee’s workplace helps strengthen parents’ work-life balance and supports workforce development. The goal, it says, is to break down barriers preventing working parents from starting careers at the airport.

Speaking at the facility’s opening, Cassotis said: “Being a working parent and dealing with childcare issues is huge stress. This is our contribution to getting more and more working parents, more and more peace of mind, as they build careers and build families.”

Forward looking, innovative, not afraid to embrace ‘out of the box thinking’, and determined to provide the best facilities it can for both passengers and staff, it can only be Pittsburgh International Airport.

PIT's very own childcare centre.

CONFERENCE DAY ONE Wednesday 16 July 2025

Jan Lennon, Interim Airport General Manager, Hartsfield-Jackson Atlanta International Airport

Shannon James, President & CEO, Aerotropolis Atlanta Alliance, Inc

Dr. Anderson-Henry, Clayton County Board of Commissioner (Chair)

Michelle Arrington, State & Local Government Affairs, Verizon

Ricky Smith, General Manager, HartsfieldJackson Atlanta International Airport

Lance Lyttle, Managing Director, Aviation, Port of Seattle

Jesus Saenz, Director of Airports, San Antonio International Airport, Stinson Municipal Airport

Myron Keehn, President & CEO Edmonton International Airport

Bryant Francis, Director of Airports, Cleveland Airport System

Chris Crist, Deputy General Manager, Sr. & Chief Information Officer, Hartsfield- Jackson Atlanta International Airport

Maurice Jenkins, Chief Innovation Officer at Miami International Airport

Eduardoi Valencia, CIO, Metropolitan Airports Commission

Marcus Session, VP –Information Technology, Tampa International Airport

Eve Machol, Managing Director, Government Industry, Microsoft

Mohamed Charkas, Executive Vice President Infrastructure & Development, Dallas Fort Worth International Airport

Api Appulingam, Chief Devdelopment Officer, Philadelphia International Airport

Megan Atkins Thoben, Vice President of Operations & Customer Engagement, Louisville Regional Airport Authority

Tyronia Smith, Assistant General Manager of Commercial Revenue, Hartsfield- Jackson Atlanta Internatiomnal Airport

Forrest Swonsen, Associate Vice President, Airport Systems & Services, Transcore

Aviation’s IT trends

SITA Europe president, Segio Colella, unwraps some of the biggest tech trends in the aviation industry.

Air travel is changing fast. Passenger numbers are soaring, with 8.2 billion travellers expected by 2037, and new tech is making the journey smoother, safer, and more sustainable. Artificial intelligence (AI), biometrics, and automation aren’t just buzzwords. They’re revolutionising how we fly.

In our most recent SITA 2024 Air Transport IT Insights report, we highlighted the biggest trends shaping aviation. The focus? Security, efficiency, and a seamless passenger experience. But there are challenges too, such as cyber threats, operational complexity, and the sheer pace of change. Here’s what’s shaking up the industry.

CYBERSECURITY IS THE INDUSTRY'S TOP PRIORITY

The more digital we get, the bigger the security risks. Airlines and airports are a goldmine for cybercriminals, from passenger data to flight operations. One attack can cause major disruption, financial loss, and reputational damage. No one can afford that.

The good news is that the industry is fighting back. AI is stepping up as a frontline defence, with 78% of airlines and 52% of airports using it to detect and block threats before they hit. Machine learning helps predict and shut down vulnerabilities before they become a problem.

Airlines are leading the charge in this sense, likely because they operate globally and face a wider range of cyber threats.

Security Operations Centres (SOCs) are another weapon in the fight, with 87% of airlines and 77% of airports rolling them out. These hubs monitor threats in real time, improving response times and keeping systems running smoothly.

And of course, tried-and-true security measures like multi-factor authentication (MFA) and encryption aren’t going anywhere.

Cyber threats are becoming more sophisticated, with ransomware and phishing attacks on the rise. Airlines are investing in stronger firewalls, endpoint security, and zero-trust architectures to mitigate risks. With an increasing reliance on cloud-based systems, securing remote access and preventing data leaks is more critical than ever.

The bottom line? Cybersecurity is no longer optional. It’s mission-critical.

AI IS MORE THAN JUST A BUZZWORD

AI is shaking up aviation. It’s optimising everything, from maintenance and crew scheduling to customer service. Airlines are already all in, with 74% using AI to improve internal operations. Chatbots are answering passenger queries 24/7, while AI-powered tools predict delays before they happen.

Airports, however, are falling behind. Only 18% are using AI for passengerfacing services, and none are tapping into its potential for strategic decision-making. This presents a big opportunity for further improvement.

AI can crunch vast amounts of data to improve operations, security, and the passenger experience. The 26% of airports still sitting on the AI sidelines? Time to jump in.

AI is also reshaping baggage handling. Smart tracking systems powered by AI can predict and prevent lost luggage by monitoring real-time movements and scanning for anomalies.

More accurate forecasting and better load balancing make sure that luggage arrives at the right place, at the right time. Airports and airlines that use AI-driven baggage solutions can cut lost luggage rates, saving costs and improving passenger satisfaction.

But AI isn’t just about automation. It’s also personalising the travel experience. Airlines are using AI-driven recommendations for seat selection, upgrades, and inflight services based on passenger preferences.

AI-powered digital assistants help travellers navigate airports, translating languages and providing real-time boarding updates.

STRONGER IT INFRASTRUCTURE RESULTS IN SMOOTHER TRAVEL

AI, biometrics, and digital transformation mean nothing without solid IT infrastructure. That’s why 42% of airlines list upgrading IT systems as a top priority. Faster, more secure networks keep everything running seamlessly, from check-in kiosks to boarding.

Airports are investing even more with 67% planning to boost their IT infrastructure. They need high-speed connectivity for everything from 5G-powered baggage tracking to digital systems that help drive sustainability initiatives.

The shift to cloud-based systems is also growing, making real-time data sharing easier across the industry.

Future-proofing IT isn’t just about speed and efficiency. It’s about making air travel better for everyone. It’s not just for passengers, better IT infrastructure also improves real-time aircraft maintenance, automated air traffic control, and more seamless airline-airport co-ordination.

AVIATION’S GREEN REVOLUTION

Sustainability isn’t a choice anymore. It’s an urgent priority. Airlines and airports are pushing hard to cut carbon emissions and meet the industry’s net-zero targets.

An impressive 85% of the world's commercial airlines are investing in fuel-efficient aircraft, while 82% are optimising flight operations to save fuel. SAF adoption is rising fast, with 62% of airlines now using it, reaching the highest level since 2023.

When it comes to SAF, airports are catching up. Only 22% currently support SAF refuelling, but that’s up 9% from last year. Instead, many are focusing on energy efficiency. Nine in ten are upgrading HVAC systems and optimising power use. Others are cutting emissions from vehicle fleets (74%) and ramping up recycling programmes (72%).

Technology is playing a role in sustainability, too. AI-driven fuel optimisation tools are helping pilots take more fuel-efficient routes. Digital twins (virtual models of real-world operations) are helping airports fine-tune energy efficiency and reduce waste. Every piece of technology helps aviation get one step closer to a greener future.

There’s also growing momentum for electric and hydrogen-powered aircraft. While still in early development, these innovations could revolutionise air travel, drastically cutting emissions and dependence on fossil fuels.

Sustainability efforts are ramping up. The challenge? Scaling these solutions fast enough to make a real impact.

BIOMETRICS ARE HELPING US SAY GOODBYE TO LONG LINES

Biometrics are transforming travel. No more fumbling for passports or boarding passes, just a quick facial scan, and you’re on your way. Digital identity solutions are already reducing boarding times by 30% and wait times by up to 60%.

Airlines know this is the future. Three-quarters plan to roll out biometric tech by 2027. Airports are on board too, with 43% making biometric identity management a top investment priority.

Of course, new tech brings new challenges. Data privacy and security remain major concerns, flagged by 45% of airlines and 39% of airports. The industry needs to make sure it provides the convenience while not compromising on security. That means building trust with passengers and ensuring data is handled responsibly.

Future biometric innovations may go beyond airports. Imagine using your digital identity for major events, hotel check-ins, and even duty-free shopping, all creating a seamless, secure, and personalised travel experience. The future of travel isn’t just faster. It’s smarter.

THE FUTURE OF AIR TRAVEL IS SMARTER, SAFER, AND MORE SEAMLESS

From AI-driven security to frictionless biometric check-ins, aviation is embracing tech to make travel better. Airlines and airports are investing big in cybersecurity, IT infrastructure, and sustainability. The pace of change is rapid, and those who don’t keep up will be left behind.

The takeaway? Travel is evolving. And the passenger experience is about to get a whole lot better. Technology isn’t just making flights more efficient, it’s changing the way we experience travel altogether.

With the right investments, the future of air travel will be cleaner, faster, and more connected than ever before.

CONFERENCE DAY TWO Thursday 17 July 2025

PLENARY

FUTURE DESIGN & DEVELOPMENT SUMMIT

Adrienne Ayers Assistant General Manager, Planning and Development, HartsfieldJackson Atlanta International

Core Redevelopment Project Manager, Portland International

, Vice President, Operations, King Salman International Airport

Vice President, Controls & Analytics, Dallas/ Fort Worth International Airport

Chris LeTourner, President & CEO, MXD Development Strategists

Patrick Verhulst, Director, AMSTERDAM Airport City

David Storer, Director, Strategic Business Planning, Pittsburgh International Airport

Pieter van der Horst, Managing Director, AIREA

Eric Peterson, Principal, Alliance

Airport

Andy Davis

Bill Grozdanich,

Adi Alphandary, Head of Business Development, & International procurement, Rolzur

Ashraf Demian, Assistant General Manager, Planning and Development, HartsfieldJackson Atlanta International Airport

George Seaman, Terminal

Airport

Chris Wagner, Director, PMWeb

Joyce Abou Moussa, Deputy Director of Development, Groupe ADP

Richard Reno, CEO, Tract Easy LLC

Driving change

David

Keene, CEO of Aurrigo International plc, explores what it will take for aviation to fully embrace autonomous technology and revolutionise the airport experience.

Airports and airlines can easily predict how the aviation sector will look in the next 12 months. However, fast forward a decade, and the picture becomes far less certain.

Why? Because the pace of technological change is extraordinary. We are at the dawn of a new era in aviation automation – one that is already taking off. Companies across the industry, including Aurrigo, are pioneering solutions that will transform the way airports operate.

By 2035, they will be highly automated, sustainable, and passenger centric. Imagine a seamless passenger experience driven by AI: biometric security checks, automated check-ins, AI-powered security screening, and frictionless boarding.

These innovations will eliminate waiting times, enhance efficiency, and reduce travel stress, putting passengers in the perfect mood to indulge in airport shopping – a win-win for both travellers and airport retailers.

Sustainability will be at the heart of these advancements. Electrification, smart energy solutions, and Net Zero initiatives will dominate the conversation. Green hydrogen fuelling, solar-powered infrastructure, and carbon-neutral logistics will become standard features of modern airports.

Data will continue to reign supreme. AI-powered control towers will act as the conductors of a complex ground traffic orchestra, optimising fleet co-ordination, managing weather disruptions, and reducing congestion to minimise delays and improve turnaround times.

Autonomous ground operations will be fully deployed, delivering significant environmental, operational, and passenger experience

benefits. This is an area I’m particularly passionate about at Aurrigo, where we have firsthand experience of how driverless baggage vehicles can revolutionise airside logistics.

And baggage vehicles are just the beginning. Automated cargo haulers, pushback tugs, catering wagons, aircraft refuellers, and passenger shuttles will soon follow, transforming airport ground operations as we know them.

In fact, many airports are already working with us to deploy our Auto-DollyTug, a fully automated baggage-handling vehicle. By the end of 2025, we expect to see these vehicles in live operation.

And, as with all groundbreaking technology, once one airport proves the concept and reaps the benefits, others will quickly follow.

GETTING TO 2035: THE PATH TO TRANSFORMATION

So, what will it take to turn this vision into reality? Airports and airlines need answers now. But before we look at the solutions, let’s examine some of the biggest challenges the industry faces.

To achieve fully connected airports, massive investment in digital infrastructure will be essential. AI-powered orchestration platforms and real-time data sharing will be key to optimising operations across all areas, from departure gates and baggage halls to the countless retail outlets that have transformed airport terminals into bustling shopping hubs.

While there are numerous promising technology trials underway, the real challenge lies in scaling them from pilot projects to full deployment. This requires a global commitment to collaboration, and it requires the sharing of knowledge, costs, and benefits to accelerate widespread adoption.

Regulatory frameworks must also evolve to keep pace with innovation. Across the UK, Singapore, the US, Asia, and the Middle East, governments and aviation bodies are actively exploring autonomous vehicle adoption. However, without harmonised global regulations, scaling AV technology across airports will remain a challenge.

The CAA, FAA, CAAS, IATA, and other regulatory bodies understand that they must act swiftly, because in today’s world, technology moves faster than regulation. A unified global framework for AV deployment could create a much-needed collaborative approach to safety, efficiency, and sustainability.

THE ROLE OF GOVERNMENTS AND PUBLIC-PRIVATE PARTNERSHIPS

For this transition to be truly effective, governments must step up. In an ideal world, infrastructure upgrades would be incentivised, giving AVs access to the best 5G connectivity, digital mapping, and V2X (Vehicle-toEverything) integration.

Achieving this requires strong public-private partnerships – a crucial element for success.

Greater regulatory standardisation would also help eliminate interoperability challenges across airports, while tax incentives, grants, and R&D funding would provide the financial backing needed to accelerate deployment.

In the UK, we’ve been fortunate to receive support from Innovate UK and the Centre for Connected and Autonomous Vehicles (CCAV). However, to scale our technology quickly, we needed additional capital, leading us to go public.

This move has allowed us to push forward with innovations such as Auto-DollyTug, Auto-Sim (our digital twin software), and Auto-Connect (our cyber-resilient fleet management platform).

IMMEDIATE OPPORTUNITIES AND CHALLENGES

Looking ahead, 2025 will be a pivotal year for autonomous vehicle deployment in controlled environments, including airports. However, significant challenges remain.

Beyond regulatory hurdles, public perception and trust pose major barriers to widespread AV adoption. Airports recognise the potential of autonomous vehicles, but key stakeholders still need reassurance that these technologies are safe, reliable, and ready for real-world deployment.

The only way to overcome scepticism is through transparent data sharing and large-scale trials. Demonstrating real-world success will be critical to driving adoption. Encouragingly, we’re already seeing this shift with advanced trials of our Auto-DollyTug at Singapore (SIN), Cincinnati/ Northern Kentucky (CVG) and Amsterdam Schiphol (AMS) airports.

CYBERSECURITY: THE NEXT FRONTIER

As AVs become more connected, they also become more vulnerable to cyber threats. Airports and OEMs must work together to build secure communication networks and implement robust cybersecurity measures.

Fortunately, these challenges are solvable. And like many industry experts, I’m confident that over the next 12 months, we’ll see major progress.

There is a growing appetite for scaling autonomous ground support equipment and AI-powered fleet management systems. Simulation software like Auto-Sim is already offering a glimpse into the future, showcasing how AVs can seamlessly integrate into airside operations alongside human-operated vehicles. Optimising routes, reducing emissions, and enhancing safety are just some of the benefits.

Another key driver of adoption? Labour shortages. Since COVID-19, the aviation industry has struggled with staffing shortfalls, particularly among baggage handlers. Autonomous vehicles provide a scalable, efficient solution to this challenge.

THE FUTURE IS AUTONOMOUS

By aligning technological innovation with regulatory frameworks, investing in infrastructure, and ensuring safety and public trust, autonomous vehicles will become an integral part of air travel.

More than just a solution for today, they are a stepping stone to the connected, intelligent, and sustainable airports of the future. And that future is closer than we think. AW

CONFERENCE DAY TWO Thursday 17 July 2025

AIRPORTS NEXT - INNOVATION SUMMIT

Sharon Heard-Brown, Assistant General Manager, IT Operations, Hartfield- Jackson Atlanta International Airport

Dana Bennewitz, Program Manager, Aviation Technology & Innovation, PANYNJ

Rick Koller, VP, North America, Searidge

Enrique Melendez, Senior Special Systems, the JW group

Ben Caruso, Field CTO, State & Local Government, Juniper Networks

Samunel Ingalls, Prinicpal, BARICH

Karen Ellis, Assistant General Manager, Chief Customer Experience Officer, HartsfieldJackson Atlanta International Airport

Richard Clarke, Chief Creative Officer, Greater Orlando Aviation Authority

Megan Bozarth, AVP Customer Programs, Customer Experience, Dallas Fort Worth International Airport

Amahl Hazelton, Strategy & Development, Moment Factory

Bhavik Patel, Director, TOTO USA

Sevda Fevsi, CEO, Sevly

Darrell Watson, Chief Experince Officer, Louisville Regional Airport Authority

Nicole HodgesAustin, Manager of Airport Innovation and Standards, Frontier Airlines

Justin Kester, Vice President Global, Synpatic Aviation

The case for digital twins

BEUMER Group’s Per Engelbrechtsen explains how 3D visualisation can improve baggage handling operations at the world’s airports.

It’s not hard to see why digital twins are becoming an imperative for businesses and why many airports and other industries are adopting this technology.

Having digital copies of systems gives airports the ability to make decisions within a data model, analyse the outcomes and optimise the results – all by using the system layout (the digital twin) as a storyteller.

Put simply, a digital twin is a digital replica or a digital overlay of a physical asset or operation. This digital representation or virtual model replicates the asset’s performance, allowing the creator of the digital twin to determine where the asset — whether it’s a jet engine, a turbine, a vehicle or a baggage handling system (BHS) — performs well and where it can be further improved.

Think of Google Maps, in which you can find a specific road and its traffic intensity. This is a digital representation of an actual road and the traffic intensity it is experiencing in real time. You could say that it’s a digital twin of the road.

In the same way, a digital representation can be created of the airport BHS to gain a full overview and understanding of how the actual system and processes look and function in the physical world.

Replicating operations in a digital environment means that BHS operators have greater capacity for optimisation, detection of system anomalies and predictive maintenance.

In the future, these digital assets will be as important as the physical assets.

THE INFRASTRUCTURE NEEDED FOR AN AIRPORT DIGITAL TWIN

A digital twin is a combination of two components: data and a representation of the given system. The representation can be two or three dimensional, depending on the solution provider.

The data adds a visual layer on top of the representation to make information relatable for the staff operating the system. These layers, lifted from the data, could consist of information telling the temperature, vibrations, power consumption, mechanical and electrical status and system throughput.

An extremely valuable feature of the digital twin is that it can be observed through various filters. BHS professionals could observe the entirety of the baggage handling system while only focusing on power consumption, for example.

It may sound similar to SCADA (the Supervisory Control and Data Acquisition system), but the digital twin offers a much more advanced level of information and perspective.

To clarify, SCADA is a system of software and hardware elements that allows operators to control and maintain efficiency through images of the current status of a system. By contrast, the digital twin can depict the past, present and future of the system. It’s a faster and more efficient way to gather information than observing the physical system.

COLLECTING AND ANALYSING THE DATA

Digital twins use both historical and real-time data collected from various sources within the physical system.

In the airport environment, the data is gathered using intelligent sensors and camera technology systematically placed along the BHS to build information repositories. Raw data is collected from the system – such as temperature, vibrations, power consumption, processing speed, alarms, events and more – SCADA and IoT platforms.

The data that is collected on-premise at the airport is securely live streamed to a data warehouse. From here, it is enriched, through the skills and knowhow of the BHS provider, and run though highly advanced visualisation software.

Increasingly, data analytics, machine learning and predictive analytics tools are being used to reveal patterns about system performance in specific situations, enabling predictions on both operational and equipment levels to optimise the system. The information captured within the platform is never lost and available for the next upgrade or simulation.

The data collected through these modelling tools creates the digital representation of the system and its parts. The result is a digital twin –a version of the baggage handling system recreated in 3D.

THE BENEFITS OF A DIGITAL TWIN AT AIRPORTS

By building a digital twin, BHS professionals are able to gain a virtual understanding of their physical systems that can lead to numerous system optimisations.

These benefits are what makes a digital twin so effective: – Forecast scenarios. The digital twin acts as a mirror of its physical equivalent, enabling simulations to ensure system performance and optimisation. The allocation idea, referred to above, can be put to the test in the virtual replica of the BHS, for example. Management has at its fingertips a real way to investigate future production and optimising scenarios, and watch its strategies play out on the screen.

– Improved operations. Baggage flows can be analysed and optimised in real time. The twin can reveal recirculating bags, manual encoding bags, mishandled bags and bottlenecks to provide deeper understanding of how the flow and processes can be changed, improved and optimised.

– Predictive maintenance. A digital representation of the BHS can also predict possible future problems within the system and highlight

potential issues before they become a problem. The digital twin will show specific elements of the system needing attention, directing the focus of maintenance staff and saving time. And ultimately, reducing overall system downtime.

– Complete visibility. The digital twin technology accurately replicates the real-life system in 3D and dynamically, allowing it to be viewed both locally and remotely to ensure critical operational decisions are made in real time. It offers a detailed real-time view of what is happening across the physical system. It can tell the operator how the BHS is operating and how it is processing the baggage, providing transparency throughout the entire system.

– Improved decision making. By providing system visibility, the digital twin can facilitate better decision making. It has the potential to prevent siloed, slow or delayed and reactive decisions. It enables collaboration across all stakeholders as it provides a holistic system view and approach.

BAGGAGE HANDLING CASE STUDIES

Airports across the globe have benefited from the use of digital twins when it comes to upgrading their respective baggage handling systems. They include Avinor’s Bergen (BGO) and Oslo (OSL) airports in Norway and, soon, Terminal 2 at London Heathrow (LHR).

BGO was the airport to fully optimise their baggage handling operation by the use of the BEUMER Flow Twin, and the local O&M teams played an important role in mapping requirements and guiding product enhancements. The Flow Twin offers a different view on data and together with the data analytic platform BG Insight, it has helped the airport to move to an informed and data driven dialogue.

LHR’s Terminal 2 is about to upgrade to a modern BHS infrastructure that will include a complete Flow Twin visualisation of the ICS-based baggage handling system. Having the baggage system data in real-time, as well as historical data, increases the operational efficiency and provides LHR with an easy and intuitive understanding of an otherwise complex system.

CONCLUSION

While the concept of a ‘digital twin’ has a very futuristic ring to it, it is in fact fast becoming a very real solution for today’s baggage handling system operation.

Many industries, including airports, are adapting the technology to their existing systems, finding its predictive virtual simulation capabilities provide significant benefits for operational visibility.

The digital twin is a ‘single source of truth’ for the airport’s operations and asset monitoring and control, providing contextualisation and business intelligence.

Having the freedom to gain insights by simulating multiple different strategies without having to spend a penny or run the risk of choosing an inefficient strategy, has to be a business imperative for any airport today.

CONFERENCE DAY TWO Thursday 17 July 2025

AIRPORT NET ZERO SUMMIT

Kanika Sharma, Principal, Director of Sustainability Innovation, Introba

Amelia Evans, CEO, Queensland Airports Ltd

Dr Quinta Warren, Airport Director of Sustainability, HartsfieldJackson Atlanta International Airport

Penny Cole, Principal, Design, Introba

Tammy Huddleston, Vice President, Design, Code & Construction, Dallas/ Fort Worth International Airport

Pieter Van Der Horst Managing Director, Airport City Academy & Consultant, Schiphol Area Development Company

Sign of the future?

We report on the award winning success of Dallas Love Field Airport’s new 3D LED holographic signage fan displays.

Dallas Love Field Airport (DAL) is on cloud nine after its new passenger pick-up signage, a cutting-edge 3D holographic LED fan display, won a ‘Best Innovation in Airport Passenger Related Processes’ award.

The signs, a game changer in 3D holographic technology, feature a bright and colourful display of ride-hailing apps, including Uber and Lyft.

They work by rapidly spinning LED-embedded blades, which emit light in a precise, programmed manner to create the illusion of a three-dimensional image floating in mid-air.

The technology is strategically placed in key areas on overhead walls and above baggage carousels to guide passengers to the newly relocated Transportation Network Company (TNC) pick-up location.

DAL’s director of aviation, Patrick Carreno, says: “This innovation came to fruition during a challenging time for DAL as after relocating the TNC pick-up area last year many passengers experienced confusion and frustration with this change.

“To address this, we introduced strategically placed overhead 3D LED holographic fan signs in the terminal. These signs display recognisable icons, including Uber and Lyft logos, taxis and directional arrows in a bright coloured and highly visible fashion that draw immediate attention and provide clear and intuitive guidance.

“It is our hope that these displays can be further personalised to potentially offer messages in multiple languages on flight statuses, weather alerts and more for a more responsive experience in the future.

“As a landlocked airport with space constraints, innovation like this help us operate more efficiently and continue to deliver the quality service that out passengers deserve.”

As Carreno indicated, the innovation followed complaints from travellers that the passenger pick-up area was too far from the baggage claim area.

Others voiced concerns that there was inadequate or poorly visible signage providing directions. Dallas Love Field addressed both concerns by relocating the pick-up area and adding new directional signs.

DAL notes that implementing the 3D holographic fan signs has yielded significant positive results.

“Passenger confusion regarding the new TNC pick-up location has decreased by 75%, as indicated by reduced complaints received via website submissions and Google reviews,” states the airport.

“Terminal staff report spending 50% less time assisting passengers with directions. The technology has improved the passenger experience and increased operational efficiency.”

The displays, created by the communications and marketing team, signal Dallas Love Field’s willingness to listen to its customers and embrace the technological advancements in visual signage.

“This approach ensured that the project remained cost-effective and allowed for direct oversight of all aspects of the design process,” adds DAL.

As holography gains popularity in the advertising and marketing space, the technology is touted as the future. It is an advanced form of photography that records the light emitted by an object and projects it as a 3D object.

The biggest appeal of 3D holograms is arguably their ability to make seemingly real objects or animations appear to hover in mid-air or stand on nearby surfaces.

ACI World and Amadeus presented DAL with its ‘Best Innovation in Airport Passenger Related Processes’ award at the 2024 Technology Innovation Awards at Airports Innovate in Rome, Italy, late last year.

The signage also secured a ‘Customer Experience Technology Innovation’ award at ACI-NA’s 2024 Marketing, Communications, and Customer Experience Conference in San Francisco.

All aboard for change

Amadeus’ Holger Mattig considers how new transformational technology could change the operational landscape of airports and airlines and redefine the way we travel.

The aviation industry is undergoing some of the most transformational changes it has seen in many years.

The opportunity at stake is enormous, from a major overhaul in airline technology standards that makes the airport and journey experience far more traveller-centric, to increased use of shared technology for better service recovery.

The future airport experience promises to be far simpler and more personalised. As a frequent flyer it’s a future I welcome, but the benefits will be experienced by all travellers.

Here are four changes we at Amadeus see shaping airport and airline operations in 2025 and beyond.

CUSTOMERS WILL ARRIVE AT THE AIRPORT ‘READY TO FLY’

Airlines will be able to drastically improve the traveller experience and operational efficiency as travellers will be ‘ready-to-fly’ when they arrive at the airport. Traditional check-in and travel document checks at the terminal will no longer be needed, meaning passengers can drop their bag and move smoothly to security. This change will improve passenger processing speed, free space at the terminal and help to reduce costs for airlines.

In many parts of the world airlines will be able to retire traditional check-in if they choose. This can be achieved using a mix of continual engagement to understand the traveller’s intention to fly and new abilities to track the passenger’s location.

With no need to check-in, there will be far greater flexibility for airlines to design the airport experience they choose. For example, fixed desks could be phased out with roaming agents serving travellers from a tablet, empowered with access to each traveller's unique context and entitlements.

Alternatively, an airline may choose to prioritise self-service at the airport, or a mix between agent-led and self-service.

New technology means airlines will also be able to anticipate any visas required by the traveller in advance, ensuring they are prompted to organise the required documents before travel and that the passenger information is updated.

Passengers can complete documentation digitally in advance, further simplifying the airport experience.

All of this is becoming possible thanks to underlying changes to airline technology and standards coming from the industry transformation to Order, Offer, Settle, Delivery (OOSD).

This major overhaul of how airlines manage information provides greater flexibility by housing all information related to the passenger’s purchases in a single order, opening the door to improved and personalised service delivery at the airport.

AIRPORTS WILL BECOME RETAIL HOTSPOTS

The move to an OOSD model based on modern standards, similar to those used by online retailers like Amazon also supports personalised

retailing at the terminal. This has huge implications for airports, the airport experience and ultimately travellers.

The approach means that airlines will have greater context for traveller journeys, preferences and history, enabling the provision of personalised offers throughout each stage of the journey, including at the terminal.

Imagine arriving early for a flight and immediately being offered a discounted upgrade to business on an earlier flight through a push notification to your mobile. This type of personalised and responsive retailing is becoming possible thanks to the OOSD transformation.

For the first time, an airline will be able to fully harness its understanding of its passengers to better serve them at the airport and across the journey. While technical work to enable this future is already underway, it is being unlocked gradually.

For modern retailing to take flight, common obstacles from technology to organisational data and mindset must be overcome. Many airlines are in the early stages or have yet to embark on this journey.

Airport operations will be managed collaboratively based on data Today’s airports face an increasingly complex set of operational challenges. Interdependencies between ground transport and handling, terminal and airside operations, air traffic control and cargo operations create a unique set of intricacies that can stand in the way of smooth operations.

All of this is complicated further still by the workforce reduction many have experienced in recent years, as well as unexpected events such as bad weather or delayed aircraft, making the case for simplification and automation impossible to ignore.

Enter the virtual Airports Operations Centre (APOC); an entirely new approach to managing airport operations collaboratively using common channels and shared data (without the need to relocate all service suppliers into an investment heavy common facility). This means better informed decisions, improved responsiveness and positive operational outcomes.

At a time when aviation operations teams are stretched and disruption is more common, we see the industry coming together around shared technology and automation.

A RISK-BASED APPROACH TO BORDER CHECKS WILL HAPPEN SOONER IN THE PASSENGER JOURNEY

Widespread use of biometric technology in air travel has long been at a tipping point. It promises to transform long-held airport rituals such as bag drop, security screening and boarding. When travellers opt to link their travel profile to verifiable digital credentials such as facial biometrics, they’ll no longer need to fumble around for documents or wait in slow moving queues.

We see this technology being supercharged by closer collaboration between the aviation-industry and government border forces. By providing crucial travel and passenger information sooner, workloads at the border will be greatly reduced.

Passengers that opt-in will be able to complete their visa applications or even the border check itself in advance, allowing a new screening process whereby passengers approach a kiosk and have their photo taken (which is then matched to a photo from the government database) before continuing their travel journey seconds later.

Better connecting the border check to the air travel experience is one of the most effective ways to remove friction for all stakeholders. Increasing passenger volumes, complex operational challenges and ever-increasing passenger expectations are driving the aviation technology sector to build, enhance, and innovate.

At Amadeus, we are actively building the technology foundations that can help to deliver a stress-free, data-driven, connected, and personalised future airport experience.

I look forward to embarking on that airport journey. Let's work together to unlock it.

About the author

Holger Mattig, is the senior vice president for product management, airport & airline operations at Amadeus.

AW

The Circle at Zurich Airport is home to a range of shops, restaurants and bars.

Elevating aviation’s future

What are the world’s airports asking from architects when it comes to building new facilities or enhancing existing ones? Corgan’s Jonathan Massey provides his thoughts.

While change is inevitable, it seems that the aviation industry has seen more than its fair share over the past 30 years, perhaps driven by the fact that the industry transports over four billion passengers annually, all with evolving needs, perspectives and expectations.

While key measures of success such as commercial revenue, operational efficiency, resiliency and passenger experience will always be part of an airport’s mission, the aviation sector is inexorably bound to the ever-changing needs and desires of the evolving society which it serves.

CULTURAL CHANGE

Numerous factors continually push us to adapt airports and aviation operations. First and foremost is technology, which is woven into every facet of our lives, and is shaping both passengers’ expectations of and interactions with their environment.

Additionally, there is a growing focus on a new spectrum of demographics, hidden disabilities, and passenger types. This shift requires looking more closely at the human side of the aviation equation and asking questions such as:

• What are the expectations of our passengers and our employees?

• What is it like to navigate the terminal with a young family, with an elderly parent, or with a hidden disability?

• How are passengers using their personal technology in their journey from kerbside to jet bridge?

• How can the terminal design aspects lower a passenger’s anxiety?

• Does the environment make it difficult to retain staff?

By integrating diverse perspectives and experiences into the design process, the airport designers and stakeholders can create spaces that better serve the growing, and changing, passenger population.

FIXED OBSTACLES AND INNOVATION

A key challenge in aviation is that society changes its needs and wants much faster than airports can change to align with those expectations.

Airports are large, highly complex projects that often take more than a decade to bring to fruition. Traditional industry mechanisms which determine the speed of design and construction, regulatory approvals processes and project funding have not changed significantly in decades.

The design and construction industries are not particularly nimble, but for good reason: adherence to numerous building codes, regulatory requirements, and the traditions of the architecture and construction professions form a complex matrix that limits the speed and agility of both renovations and new builds.

Because of this, airports must develop new strategies to adapt facilities to the changing needs of the industry and travelling public in a more targeted and timely manner.

Whether this is dealing with the need for accelerated development using innovative design and construction techniques, finding ways to improve the passenger experience, or addressing the desires of the travelling public for a more memorable and curated experience during their journey, the aviation industry must pioneer new methods. Here are a few examples of recent strides in this area:

– MODULAR CONSTRUCTION

An innovative trend in optimising airside construction is the deployment of large-scale, off-site modular fabrication. This method allows for faster on-site construction, meaning fewer disruptions to airport operations during construction.

At Hartsfield-Jackson Atlanta International Airport (ATL) — the world’s busiest gateway — modular construction is being used to increase Concourse D by 60% while keeping the airport fully operational.

Built in the 1980s for small regional aircraft, the concourse is the narrowest at ATL with few amenities. When the airport funded the $1.4 billion expansion project to widen and modernise Concourse D to hold larger airplanes and regional jets, Corgan, in partnership with Goode Van Slyke Architecture, was enlisted to facilitate the planning, architecture and interior design, and decided on modular construction.

Giant core and shell modular sections are prefabricated off-site and transported two miles to the concourse. Functioning as massive building blocks, steel modules ranging from 29 to 96 feet wide and 96 to 189 feet long are inserted into frames that connect to the current terminal.

This phased approach limits gate downtime, which maintains consistent revenue and minimises passenger disruptions.

– TARGETED EXPERIENTIAL ENHANCEMENTS

Today’s designers can be smarter and create more effective spaces by gathering empirical information around real-time experiences in airports.

This data enables airports and airlines to make informed decisions regarding human experience, thus driving higher value to investments in time, money and effort.

This can be seen in action as Corgan’s research and innovation group, Hugo, is using real-time data to look for trends, patterns, and gaps between actual experiences and passenger expectations.

At Ontario International Airport (ONT), this innovative process mapped the passenger journey, revealing challenges and identifying strategic, targeted improvements the airport could make.

This data-driven approach identified quick fixes for necessary improvements, investment strategies to make substantial improvements, and future whole-building solutions.

Based on Corgan’s findings, ONT is implementing a variety of strategic changes: the airport added biophilia and vegetation to address areas that had elevated CO2 levels that cause irritability and physical

discomfort, vertical vegetation at escalators to reduce vertigo and disorientation in elderly travellers, and digital amenity maps to improve visibility to amenities, reduce passenger anxiety, and boost engagement with concessions to increase non-aeronautical revenue.

Hugo also investigated staff experiences and behaviours, which has resulted in a new training programme to improve staff – passenger interactions.

– ENHANCED PREMIUM AMENITIES

In the post-pandemic world, there is a growing trend of gathering experiences versus gathering belongings. A testament to that is the growing popularity of premium lounges and amenities in airport terminals.

Once solely reserved for airline frequent flyers, a new generation of lounges has emerged catering to infrequent travellers willing to pay for a single elevated experience, as well as corporate lounges seeking to build brand loyalty for their financial or other products.

Simultaneously, younger generations are increasingly interested in lounges: data collected by Airport Dimensions indicates that 70% of Millennial and Gen Z travellers say more lounge options would improve their travel experience.

In airport lounges across the US, there has been a rise in new types of amenities like family/playrooms, luxury spas and meditation rooms.

Beyond providing a respite, airports are increasingly interested in creating a sense of ‘place’ via lounge design, as exemplified through Corgan’s work designing some of the world’s most innovative and traveller-focused lounges in cities including Austin, Boston, Chicago, Dallas, Miami, New York, Phoenix, San Francisco, and Washington DC.

At San Francisco International Airport, The Club SFO incorporates locally inspired design and amenities, such as a cozy micro-climate ‘living room’ complete with vapor fireplace and radiant heating, along with materials that reflect the Northern California redwood forests.

As lounge options increase, it's important for brands to differentiate themselves. Lounge operators and airports alike are looking for spaces that reflect their ethos and the local culture — and that create a memorable experience that stays with passengers long after their trip is over.

SHAPING THE UNKNOWN

If there is one thing that is certain in the aviation industry, it is that change is inevitable. While the industry has made strides to adapt to shifting values and expectations, there is always more room for innovation.

As airports look for ways to improve the passenger journey at the pace of their passenger’s evolving expectations, stakeholders can look to new construction modalities, smart data collection and analysis, and place-making designs to achieve the global travel experience that we all strive for.

About the author

Jonathan Massey is the managing principal and aviation sector leader at global architecture and design firm Corgan.

Perth glory

Joe Bates takes a closer look at Perth Airport’s ambitious A$5 billion investment programme and how the new facilities will help it meet rising demand.

Perth Airport has delivered another bumper year for aviation with a record 16.9 million passengers passing through its terminals in 2024.

A surge in international travellers and continued growth in regional and interstate travel has seen an additional 1.6 million passengers in 2024 compared to 2023.

More than half of this increase (56%) came from additional international passengers. International passenger numbers grew 23% year-on-year.

Regional routes continued to perform strongly, growing by almost 7% cent in 2024, with interstate travel also growing by 6%.

The 2024 total easily beats the previous calendar year passenger record of 15.3 million set in 2023 and represents an increase of 14% increase on pre-COVID numbers.

And the upward trend continued in January 2025 when the airport experienced its busiest ever month when more than 1.56 million passengers passed through its facilities.

Indeed, airport CEO, Jason Waters, admits that the extraordinary growth in passenger numbers shows no sign of slowing down, which augurs well for the Western Australian economy.

“In December last year we set new records in both interstate and international passenger numbers,” says Waters. “Those

records have barely lasted a month with January seeing a record 561,156 interstate passengers, along with a record 515,581 international passengers.

“This surge has pushed us to an all-time record of 1,564,605 passengers for a single month. It’s also the first time we have pushed past the 500,000 international passenger mark in a single month.

“West Aussies now have more choice of where to go on holidays, and we are welcoming more international visitors who come to experience all that our fantastic tourism and hospitality sectors have to offer.”

He continues: “We are well on track to meeting our forecast of 20 million passengers per annum by 2030.

“This makes our multi-billion-dollar investment programme to deliver a new runway, new terminal facilities, two multi-storey carparks with major road upgrades, and our first hotel a critical investment in WA’s future as when Perth Airport grows, the Western Australian economy grows.”

AMBITIOUS MASTER PLAN

The airport’s A$5billion investment programme will bring all operations into the Airport Central precinct, with a new parallel runway, new terminals facilities, two multi-storey car parks with associated roadworks, an upgrade of Terminal 2, and the airport’s first hotel.

In February, Perth Airport announced that international respected firm Bechtel had been appointed as its Capital Portfolio Partner on the project.

“Work has already commenced on the first of two multi-storey car parks, while site preparation for the new parallel runway will start shortly,” notes Waters.

“This will be followed by an expanded international terminal, a new Qantas terminal, a second multi storey car park, and our first airport hotel.

“We will also be providing additional capacity for Qantas in terminals 3 and 4 to allow them to grow while the other works are completed.

“So, we need to deliver a complex array of projects in a live operational environment. The appointment of Bechtel as our Capital Portfolio Partner is another critical step in delivering our plans to change the face of Perth Airport over the coming decade.

“Bechtel will work side-by-side with our team, providing specialist advice and supporting the delivery of our complex infrastructure programme.

“The size and scale of our capital pipeline over the next decade means we will continue to partner with expert organisations, fostering innovation and excellence.

“This is an exciting time for Perth Airport and the programme of projects will result in the long-held vision for One Airport which will deliver greater efficiency for airlines and a better travel experience for passengers.”

Waters reveals that the scale of what needs to be built is unprecedented in Perth.

“We will be completely changing the face of Perth Airport over the next decade,” he says. “We will have a world class airport experience for travellers while delivering the capacity and efficiency our airline partners need to grow their connections into Western Australia.

“We want the new terminal facilities to reflect the confidence and character of Western Australia. This will be the first welcome to our State for millions of visitors each year and we want to make a lasting first impression.

“We know that one of the things that confuses the public the most is which terminal or which part of the airport they should be heading to. Bringing everything into one precinct will create ‘one airport’ for all flights. This will make the whole experience more intuitive and simpler.

“It will also help boost regional tourism as it will make it easier for connections between international, interstate and regional flights.

“There will be some pain along the way as have to build most of these projects in a live and increasingly busy airport environment, but we’ll be sequencing the construction works and placing a strong focus on minimising disruption for our passengers and our airline partners.”

Waters is confident that the new terminal facilities will cater to a diverse range of different travellers needs and expectations.

He says: “Travellers want their airport experience to be as smooth as possible, from arriving at the airport, to moving through check-in and security, to waiting for their flight to board.

“Many want to feel the buzz of the excitement of a journey about to begin. Some will be looking for a range of quality, affordable food and beverage or retail outlets. Others will be looking for more quiet, reflective areas to help lower the stress levels.

“We’ve got an amazing opportunity here to build in up-front measures to cater for passengers of all abilities and remove the barriers to travel that some people experience.

“We’ll also be ensuring both the construction and operations of the new facilities will be sustainable and environmentally responsible. This will include measures to reduce water and energy use, and to also reduce the amount of waste generated.”

FIRST AIRPORT HOTEL

The gateway’s vision for the future includes the addition of its first onsite hotel, the Pullman Perth Airport, which will be developed in partnership with Australia’s largest hotel operator, Accor.

The new state-of-the-art hotel is slated to open in 2027 and will feature 240 rooms and suites across eight floors, a rooftop restaurant and bar, lobby lounge café, gymnasium, sauna, meeting facilities, and co-working spaces.

Dan Sweet, Perth Airport’s chief property officer, says: “We are delighted to be partnering with world-leading hospitality group, Accor, to deliver our first hotel.

“The new Pullman Perth Airport hotel will be a world-class facility located at the front door to our major terminals. It will make it even more convenient for international and interstate visitors, providing a place to stay and relax during connections.

“Pullman, along with its parent company Accor, are both well-known and respected global hospitality brands. Their expertise and experience will ensure a fantastic new accommodation offering debuts in Perth, particularly for those transiting through the airport.”

According to DKO Architecture, the hotel’s design will reflect Western Australia’s unique beauty with materials and forms inspired by its landscapes, providing a memorable and warm welcome to visitors from Australia and all over the world.

QANTAS KEY TO AIRPORT’S SUCCESS

Last year Qantas and Perth Airport reached an historic commercial agreement that proved the catalyst for the multi-billion-dollar wave of investment in the Western Australia gateway.

As part of the 12-year agreement, Perth Airport will invest around A$3 billion in new terminal facilities and a new parallel runway which will generate immediate and ongoing economic growth and job creation.

Qantas and Jetstar will relocate all services to a new terminal in the Airport Central precinct that will, along with the airline’s major investment in new aircraft, enable the growth required to turn Western Australia into a major domestic and international hub for the airlines.

Qantas and Jetstar plan to add 4.4 million seats to and from Perth per annum by the time the new terminal opens in 2031.

The hub will significantly enhance inbound tourism and give Australians more options when travelling to Asia, Africa, India and Europe.

Ongoing upgrades to Terminal 3 and Terminal 4 will enable Qantas to add services and more destinations from Perth, including Auckland and Johannesburg from mid-2025, subject to meeting border agency requirements.

The works will also include gate upgrades to accommodate ultra-longhaul aircraft, including its Project Sunrise Airbus A350s which arrive from 2026.

Speaking about the agreement at the time, Qantas CEO, Vanessa Hudson, said: “This is the largest airport infrastructure deal in our history. It will enable us to create a world-class western hub and significantly expand our domestic and international services over the short, medium and long-term.

“Not only will it allow us to bring hundreds of thousands more travellers to and through Western Australia each year, it will also make it easier for overseas tourists to connect to more destinations across Australia.

“Perth-London and Perth-Rome are two of the most popular flights on our international network, which gives us confidence in our strategy to ramp up WA flying over the next few years as we receive new aircraft and grow our fleet.”

Being flexible

We discover more about how the Royal Schiphol Group is building design resilience into all new facilities at Amsterdam Schiphol Airport.

The resilience of an airport is tested daily – whether operational, climate, social or economic. There are numerous tools and technologies available to help create future-ready airports.

In this article, we explore how one airport is doing just that. Esther Kromhout (EK), managing director of NACO, speaks with the Royal Schiphol Group’s head of airport development, Marianne van Scherpenzeel (MS).

EK: What do you understand by resilience-by-design at Schiphol, and why is it so important?

MS: It's about flexibility and being able to cope with all the future challenges that we will face. The current political situation brings uncertainty for us. If we combine this with technological developments, as I sit here today, we need to stay focused on what does the future of flying looks like.

Are we going to see more electric flight? Are we going to fly on hydrogen? Or even something else which we don't know about yet? With so many unknowns, the only thing we can do is make sure we build resilience and flexibility into our future plans.

EK: Similarly, for me, resilience-by-design is not only about designing airports that withstand climate change, but it must also encompass operational, infrastructure, financial and social resilience. And the means to achieving that is indeed building in flexibility and looking at scenarios.

MS: And I think we must look at an airport from all these angles. Climate resilience is certainly something that we're looking at, besides working on sustainability. What is it that we have to do to be resilient when it comes to water quality, water quantity, or heat stress?

At the same time, we are also looking closely at working conditions at our airport. How do we make sure we have a sustainable future for our workers? We are looking at how we can relieve physical strain in the baggage basement, how we should incorporate automated systems that don’t exist yet, as well as improving air quality on the airside.

EK: You mentioned baggage handling here. When it comes to operational resilience, could you tell us a bit about Schiphol's one roof terminal concept and how it allows you to make changes in line with demand?

Throughout 2024 NACO celebrated our 75th anniversary and we thought back to colleagues that were involved in the original plans for the one roof terminal.

MS: The one roof terminal concept really helps us because it's much easier to have an overflow from one area to another.

If Terminal One’s departures hall becomes really congested, for example, then we can easily move operations to Terminal Three and have people check in there. Keeping all facilities under one roof helps us make the connections for our passengers and airlines and builds resilience at the same time.

To give another example, our transfer filter is right next to the departure filter. So, we can also optimise personnel throughout operations based on peak times.

EK: What about customer experience – what changes are you seeing there and which projects have had a keen focus on improvements?

MS: Our Lounge 1 remodelling is one of the key projects in this area. Not only did it create more space, but it also provides more facilities for our passengers. For instance, when we opened up the new toilets we saw an immediate rise in our passenger satisfaction survey. We’ve designed the whole area with the passenger in mind so to see an instant return on the improvements is what it’s all about.

EK: With this in mind, how do you expect the customer experience to evolve in the future and how can airports lay the foundation for this now?

MS: I think the demands of the passenger will evolve in terms of expecting smoother processes – because passengers just don’t accept extensive waiting! Things will need to be quicker, more digital, more advanced.

But there will always need to be a comfortable, enjoyable experience at the airport. Often times, travelling through an airport is the beginning of a special trip, creating memories for our passengers.

For us, flexibility will remain key – the concepts and the technologies we’re rolling out now won’t be the same in 10 years’ time. We have to make sure that we’re resilient for the changes to come. Schiphol over the years has shown that the original design was flexible and capable of accommodating changes over time.

EK: And we know that happier customers are also more likely to spend money. In our work across the globe, we are often asked about how Schiphol has diversified its revenue streams. When it comes to economic resilience, could you talk to us a little bit about how Schiphol achieves this?

MS: I think economic resilience has two angles to it. One is our aviation angle and focuses on making sure that we remain a competitive airport – our hub position is an important aspect here.

Then we have the commercial side, where we are continuously optimising aspects such as our parking, retail and real estate. Diversification in our portfolio is also key to building resilience, for example, with our international portfolio and the regional airports.

EK: In terms of material resilience, could you tell us more about the Checkpoint 90 project and the impact of circular design there?

MS: You’re right, the Checkpoint was developed to be as circular as possible and recycle as much material as possible – as a result, we achieved a really high circularity index on that.

Energy efficiency and circularity are two of the themes that that we're really trying to progress. We are also creating a concrete hub where all the concrete that we take out can be recycled and made available again for projects at Schiphol, to really close that loop.

EK: Modular designs are central to our approach in building resilience. How can taking this approach support long term development? What happens if designs don't have resilience embedded?

MS: This is so important. We have to take our responsibility seriously in terms of social and climate resilience. And when it comes to circularity, we know that materials are going to be scarce in the future so we should be more conscious of how we use them. We have to prepare today to ensure that we are resilient in the future.

And the same goes for energy. We see the congestion in the Netherlands, and we have to make sure that we are very efficient with the energy that we use. That’s why we're looking into smart grids, as well as solar panels to build our resilience.

EK: The iconic, green roofed high-voltage substation we are currently working on with Schiphol will be a huge step in the right direction! When you look at the industry as a whole, do you think we are making good progress in taking a more resilient approach?

MS: In parts, yes, but it remains quite a conservative industry. I think the topics of sustainability and climate change for example are becoming more and more advanced – it's certainly becoming more top of mind, but change has to be faster.

At Schiphol we factor resilience into everything that we do – but is the industry taking resilience-by-design as standard? I don’t think we’re there just yet.

Opportunity knocks

The airport construction boom in the US will provide plenty of opportunities for airport contractors this year, writes Mary Scott Nabers.

Airport officials across the US will be busy during 2025, not only with airlines and the passengers they serve, but also because hundreds of large construction projects are currently in the planning phases, with many projects set to launch this year.

These include terminal expansions, security upgrades, modernised baggage handling systems, runway renovations and new technology installations.

There will also be projects that focus on sustainability, energy efficiency and improving water management systems.

Since thousands of contractors will bid on these upcoming projects, it seems fitting to point out some critical components of successful proposals.

The first thing to keep in mind is that most large airport projects have already initiated community outreach to solicit public input. Bidders should be aware of stakeholder and community comments and be aware of the airport’s current strategic goals.

Large airport initiatives are typically divided into smaller projects, and firms that collaborate early with oversight officials often become strong candidates for subsequent projects.

The examples of upcoming projects that follow provide a glimpse into contracting options over the next several years.

A soon-to-be-launched Central Terminal redevelopment project at Miami International Airport carries a projected cost of $373 million.

This phase of the airport’s redevelopment plan is part of the airport’s overall modernisation effort.

It will include renovating Concourses E and F over four levels within the facility, and a new post-security corridor will be created to streamline passenger flow and improve connectivity between the two concourses.

The project will also introduce expanded dining and retail options, two additional gates and upgraded holding rooms to accommodate increased passenger space. New offices and baggage handling systems will also be added.

While no final cost projection is available yet, the estimated $373 million cost is based on similar projects. Design work began in 2024, and procurement schedules will follow.

A large project is scheduled to launch at Austin-Bergstrom International Airport late in 2025. No final cost estimate has been announced, but the price tag will be somewhere between $80 million and $120 million.

The project will be delivered through a design-build engagement and will deliver a centralised baggage processing system capable of handling up to 4,000 checked bags an hour, significantly improving efficiency and reducing wait times for passengers at this very busy airport.

Key features of the project will include advanced screening technologies, automated sorting and scalability to account for future growth. Details regarding the launch date are still pending based on several factors, including planning approvals and regulatory processes.

Officials at Cherry Capital Airport in Traverse City, Michigan, have announced a $120 million terminal expansion project.

Key components of the expansion will include the addition of five new gates, a relocated and expanded security checkpoint, an enlarged outbound baggage handling area, new concessions, and more public restrooms.

Passenger traffic has doubled over the past decade and the airport is operating beyond its capacity.

A new concourse will be added to alleviate traffic and allow the airport to offer more competitive travel options.

The terminal and supporting apron expansion is slated to take place north and east of the current concourse. New passenger gates will feature boarding bridges and departure lounges.

A security checkpoint and baggage area will also be expanded, and new amenities will be added. Construction solicitations are expected in 2025 with work beginning shortly after that.

A $25 million project to expand the South Ramp at Charlotte Douglas International Airport in North Carolina is a key component of the airport’s $4 billion capital improvement plan.

The massive plan will be divided into several phases, and the overall effort will be structured to improve operational efficiency and support the region’s aggressive growth and demand.

The terminal ramp south of Concourse B will be expanded to provide additional aircraft queuing and taxiing capacity and will also include work to increase parking.

This project is just entering the preliminary planning phase with a design phase to follow. While actual work is not in the immediate future, this airport initiative is large enough in scope to warrant upfront time for positioning by interested contracting firms.

Sacramento International Airport (SMF) has several upcoming projects planned as part of a large $1.3 billion initiative to ensure that the airport can handle the significant increase in enplanements that is projected over the next seven years.

The large capital improvement plan includes the expansion of the terminal, improvements to security protocols, enhancements to parking facilities, and a new Ground Transportation Centre.

When completed, the Ground Transportation Centre will centralise various transportation services, including taxis, rideshares, and shuttle operations into a single, easily accessible hub within walking distance of both terminals.

Currently in the design phase, the construction work is slated for 2026. When solicitation documents are released, they will ask for a traditional Design-Bid-Build delivery model.

Elsewhere, officials at San Francisco International Airport will soon launch a $30 million project to refurbish parts of the facility’s International Terminal Building.

The work will enhance the facilities and add more amenities for guests and airline passengers. A project launch is scheduled for early 2025, with a Design-Bid-Build procurement process set to begin in the first quarter of the year.

The renovation work will take place on both the Departures and Arrivals levels of the International Terminal as part of the airport’s $2.6 billion plan for future expansion.

A 2025 Capital Improvement Plan for Minneapolis-St Paul International Airport was approved in December.

The first project to be announced will focus on reconstructing the airport’s south parallel courses and has been tagged with an estimated cost of $35 million.

This reconstruction follows the successful completion of a similar project for another runway at the airport. The project will be executed in two phases to minimise disruption, allowing the airfield to remain operational while still meeting all required safety standards.

The first phase is scheduled to launch between April and May 2025, with the second phase to follow between August and September 2025.

Upgrades will include new paving, drainage systems and enhanced lighting and signage. Design work has been finalised and procurement is expected to begin in early 2025.

Over the next several years, billions of dollars are expected to be invested in airport infrastructure across the United States.

As demand for air travel continues to surge, so too will the need for skilled contractors with specialised expertise to drive these complex expansion efforts.

Given the immense cost of modernising airports, public-private partnerships have become essential, blending government support with private-sector expertise and funding.

Without these collaborations, many critical upgrades – vital for efficiency, safety, and passenger experience – would be financially prohibitive.

About the author

President and CEO of Strategic Partnerships, Inc. Mary Scott Nabers is a well-recognised expert in the P3 world and an experienced business development professional.

WORLD/ISSUE 1, 2025 AW

Going the extra mile

Airports across the globe have been recognised for their customer service excellence in ACI’s ASQ Airport Experience Awards, writes Joe Bates.

ACI World’s 2024 ASQ Airport Experience Awards have revealed last year’s top performing airports for the delivery of outstanding customer service.

The roll of honour includes airports handling less than two million passengers per annum up to some of the biggest hubs on the planet, such as Dallas Fort Worth (DFW) and Hartsfield-Jackson Atlanta (ATL), which welcomed 87.8 million and 108 million passengers respectively in 2024.

Dakar Blaise Diagne (DSS), Casablanca Mohammed V Airport (CMN) and Marrakech Menara Airport (RAK) were the star performers in Africa and Salalah Airport (SLL) and Muscat (MCT) in the  Middle East.

In the ultra competitive rest of the world, the 2024 winners included Guangzhou Baiyun (CAN), Incheon (ICN) and Delhi-Indira Gandhi (DEL) in Asia-Pacific; iGA Istanbul (IST) and Rome Fiumicino (FCO) in Europe; Chihuahua (CUU), Guadalajara (GDL) and Quito (UIO) in Latin-AmericaCaribbean; and Toronto Pearson (YYZ), LaGuardia (LGA) and Tampa (TPA) in North America.

The awards are viewed as the benchmark for excellence in airport customer experience as they are decided by passengers interviewed at airports on the day of travel.

Carried out in partnership with travel technology company Amadeus, the 2024 awards covered six different categories –Best Airports by Size and Region; Most Dedicated Staff; Easiest Airport Journey; Most Enjoyable Airport; Cleanest Airport; and Top Airports for Arrivals.

ACI World's director general, Justin Erbacci, noted: “In today’s fast-evolving world, where passenger expectations are higher than ever, airports must continually push the boundaries of service to stay ahead.

"The 2024 ASQ Awards honour airports that create memorable, seamless experiences that transform the entire passenger journey and help shape the future of air travel.”

With the exception of the global Top Airports for Arrivals category –which was shared by Bengaluru-Kempegowda (BLR), Bahrain (BAH), Mangaluru (IXE) and Abu Dhabi’s Zayed International Airport (AUH) – all the ASQ categories were regionalised.

Commenting on BAH’s success in the Top Airports for Arrivals Award, Bahrain Airport Company’s CEO, Mohamed Yousif Al-Binfalah, noted: "This ASQ Award is a testament to the dedication and hard work of the entire BAC team and our valued partners.

“We are proud to be recognised by ACI for our commitment to delivering a world-class arrival experience for our passengers. This achievement reflects our ongoing efforts to enhance every aspect of the passengers’ journey, from the moment they step off the plane to the time they leave the airport."

NORTH AMERICA

The Best in Size and Region category for North America followed a similar pattern to recent years in terms of the winners.

ATL, DFW and YYZ, for example, again triumphed in the Over 40mppa; LaGuardia (LGA) in the 25-40mppa; and Dallas Love Field (DAL) and Tampa (TPA) sharing the honours for airports handling 15-25mppa.

"Travelling through DFW isn’t just about getting from one place to another – it’s about experiencing exceptional service at every step,” stated DFW’s executive vice president for revenue management and customer experience, Ken Buchanan.

“The ASQ award reflects our team’s dedication to making every journey smooth, enjoyable and memorable for our customers. This continued recognition from our customers highlights the impact of our investments in innovation, infrastructure and people – which together create exceptional airport experiences every day.”

While ATL’s interim general manager, Jan Lennon, noted: “This award is a reflection of the dedication of our incredible airport team, whose passion and commitment make ATL a world-class gateway for millions of travellers.

“Every journey that begins or ends at ATL is shaped by the hard work and hospitality of our employees. This recognition fuels our mission to set new standards of excellence, ensuring that every passenger who walks through our doors experiences exemplary customer service.”

Other big winners were Gerald R Ford International Airport (GRR) and Greenville-Spartanburg (GSP) and Portland International Jetport (PWM), which in addition to repeating their success in the Best in Size category, jointly shared all the other awards for airports in North America handling between 2-5mppa.

GRR’s president and CEO, Tory Richardson, said: “We are delighted to once again receive these ASQ awards, acknowledging our efforts to offer a world-class guest experience at the Ford International Airport.

“In 2024, we experienced record growth with more than four million passengers served and are beyond grateful to our staff and partners for helping provide an exceptional travel experience throughout our facility.”

Other Best by Size winners included Canadian gateways St John’s (YYT) and Victoria (YYJ) for airport handling Under 2mppa and perennial winners Cincinnati/Northern Kentucky (CVG), Indianapolis (IND) and Louis Armstrong-New Orleans (MSY) in the 5-15mppa category.

ASIA-PACIFIC & MIDDLE EAST

Asia-Pacific and the Middle East regions once again led the way in ACI’s annual ASQ Airport Experience Awards, winning a total of 68 accolades across the different categories.

Indeed, ACI Asia-Pacific & Middle East airports accounted for 35 of the 95 award winning airports recognised by passengers for delivering the best customer experience on the planet.

Familiar names on the winner’s podium included the big international hubs of Beijing Daxing (PKX), Delhi-Indira Gandhi (DEL), Incheon (INC), Shanghai Pudong (PVG) and Singapore Changi (SIN).

But the awards also recognised excellence in airport customer experience at some of the smaller and less known airports across Asia-Pacific, such as Pattimura (AMQ) and Supadio (PNK) in Indonesia, Kannur (CNN) in India, and Zhangjiakou (ZQZ) in China.

This year, 10 airports from Indonesia won awards across the categories, while eight airports from China and seven from India were recognised for service excellence.

Other awards were assigned to airports in South Korea, Singapore, Malaysia and Philippines, while in the Middle East, six airports were recognised, including two from Oman and one from Saudi Arabia, Jordan, Bahrain and Abu Dhabi.

Talking about DEL’s achievement in being among the eight gateways to be recognised in the Best by Size category for airports handling Over 40mppa in Asia-Pacific, CEO, Videh Kumar Jaipuriar, said: “We are incredibly proud to receive this recognition.

“This award reflects our continuous efforts to elevate the travel experience at Delhi International Airport.

“From seamless processes to exceptional passenger service, all with a constant focus on sustainability, our dedicated team and stakeholders work relentlessly to ensure every passenger’s journey is smooth and memorable.

“This award is further validation of our ongoing commitment to improving the passenger experience, enhancing operational excellence, and promoting Delhi International Airport as an aviation hub welcoming travellers from around the globe.”

Oman’s Muscat (MCT) and Salalah (SLL) effectively enjoyed a clean sweep in the Middle East, winning multiple awards across all the categories, although SLL had to share the Best Airport by Size and Region award for airports handling Under 2mppa with Najran Airport (EAM) in Saudi Arabia.

Acting CEO of Oman Airports, Hamoud bin Musbah Al Alawi, enthused:“We prioritise passenger comfort at Oman Airports as MCT and SLL serve as the first gateway for travellers arriving in the Sultanate of Oman and the final touchpoint before their departure.

“Ensuring high-quality service is a core principle within Oman Airports’ operational framework. Since the establishment of our operations, we have defined clear operational guidelines for all employees to ensure that passengers remain our top priority at all times. Today, we are witnessing the rewards of these continuous efforts after years of dedicated work.”

Queen Alia International Airport (AMM) shared the award for Most Enjoyable Airport in the Middle East with Salalah.

Nicolas Deviller, CEO of Queen Alia operator, Airport International Group (AIG), noted: “Since the inauguration of the Terminal Building 12 years ago, we have continuously adapted to the evolving needs of our passengers, ensuring that QAIA remains synonymous with comfort and enjoyment and a place where passengers feel at home from the moment they arrive.

“These achievements are a reflection of the dedication of our entire airport community, whose collective efforts have once again been recognised by those who matter most – our passengers. We sincerely thank them for their trust and recognition.”

AFRICA

South Africa’s Bram Fischer (BFN) and George (GRJ) airports along with Ivato (TNR) in Madagascar were named Best Airport by Size in the Under 2mppa category.

Dakar Blaise Diagne (DSS) in Senegal and Sri Lanka’s Sir Seewoosagur Ramgoolam International Airport (MRU) shared the 2-5mppa award and Morocco’s Casablanca (CMN) and Marrakech (RAK) airports took the 5-15mppa prize.

Between them CMN and DSS shared all the other award categories for Africa with the exception of Easiest Airport Journey, which was won by Dakar Blaise Diagne and George.

EUROPE

Rome Fiumicino’s success in every Departures category for Europe in the 2024 ASQ Awards should come as no surprise to anyone based on its levels of innovation, particularly when it comes to embracing new technology to enhance the customer experience.

Operator, Aeroporti de Roma (ADR), notes that it is the eighth year in a row that FCO has been named Best by Size for airports in Europe handling Over 40mppa. And it wasn’t the only Rome airport to win, as Rome Ciampino (CIA) finished joint top in the 2-5mppa section.

ADR CEO, Marco Troncone, commented: “Once again, this year, Fiumicino and Ciampino airports received international recognitions for the quality and the services offered to passengers.

“These awards are increasingly significant and not to be taken for granted, reaffirming the dedication, passion and commitment of our people – as well as the efforts of all colleagues from the companies, organisations and institutions working in synergy at our airports.

“Considering the traffic forecasts for this year and beyond, we are aware that maintaining this level of quality and continuously enhancing our services requires the sustainable development of Rome Fiumicino infrastructures. Thanks to major self-financed investments already underway, we aim at competing with other major hubs in our geographical area, following clear development perspectives.

“This is the only way to strengthen Italy’s position as a leading global tourist destination and high-potential transit hub within the international air connectivity network.’

ADR celebrated the ASQ awards by unveiling ‘Adryx’, the new mascot of FCO and CIA, who is described as an “interstellar ambassador and an expert in quality and innovation”, who lands on Earth to discover the secret of excellence.

FCO shared the award for Europe’s Best Airport by Size handling over 40mppa with iGA Istanbul.

All the other Best by Size winners had at least four winners with the exception of the 15-25mppa Award – Alicante (ALC), Budapest (BUD) and Helsinki (HEL) – and 25-40mppa category, which was shared by Copenhagen (CPH), Palma de Mallorca (PMI ) and Zurich (ZRH).

Commenting on HEL’s Best in Size success, Helsinki Airport director, Ulla Serlenius, enthused: “We are very proud that our work to develop the customer experience at Helsinki Airport has received international recognition year after year.

“Customer satisfaction at our airport has increased over the long term, and the result for 2024 is the highest in the airport's history. The award is a testament to our passengers' satisfaction with the airport's renovations. We will continue our work by listening carefully to the passengers' requests and following the trends.”

TAV Airports notes that four of its European airports received ASQ awards – Ankara Esenboğa (ESB), İzmir Adnan Menderes (ADB), Milas-Bodrum (BJV) and Skopje (SKP).

Its chief operations officer, Kürşad Koçak, stated: "At TAV Airports, we are celebrating our 25th anniversary this year, and for the past 25 years, we have been committed to delivering the best travel experience for our passengers.

“The Airport Service Quality awards hold special significance for us, as they are determined directly by passenger feedback. We take great pride in seeing our four airports ranked among the best worldwide in their respective categories.”

LATIN AMERICA-CARIBBEAN

Mexican airports fared particularly well in the 2024 survey, Guadalajara (GDL) on its own winning the Best by Size Award for 15-25mppa.

In the other size categories, Monterrey (MTY) finished top for airports accommodating 5-15mppa alongside Costa Rica’s Juan Santamaria (SJO) and Ecuador’s Quito (UIO) airports; Guanajuato (BJX) and Hermosillo (HMO) shared the 2-5mppa award with Lynden Pindling (NAS) in the Bahamas; and Chihuahua (CUU) and Mazatlán (MZT) took the Under 2mppa crown with Uruguay’s MontevideoCarrasco (MVD).

VINCI Airports notes that it was the first time the OMA operated airports of Monterrey, Chihuahua and Mazatlán had participated in the ASQ Awards. They joined the VINCI Airports network two years ago.

Reflecting on Quito’s ASQ success, Ramón Miró, president and CEO of Quiport: said: “This award reaffirms passengers’ trust in the quality of our services and motivates us to continue innovating to raise standards of excellence in the airport industry.

“We are currently working on expanding the airport to offer greater capacity and more options for our travellers, always prioritising quality and efficiency I thank our team and the entire airport community for their dedication, effort, and commitment to providing an exceptional experience to every passenger.

“This exceptional result is the outcome of meticulous planning and the collaboration of all stakeholders in the airport's cargo community. I extend my gratitude to the airlines, operators, exporters, and our team at Quito’s cargo terminal for their dedication and hard work.”

HALL OF FAME

As a result of their performance in 2024, new inductees into the ACI World Director General’s Roll of Excellence are Alicante–Elche Airport, Beijing Daxing, Copenhagen, Hartsfield-Jackson Atlanta International Airport and Shijiazhuang Zhengding International Airport.

Being inducted is one of the highest honours in the airport industry as it recognises airports that have consistently excelled in service over the past decade.

Click here to view the full list of winners. The 2024 ASQ Awards Ceremony will take place at the ACI World Airport Experience Summit in Guangzhou, China, on September 8-11, 2025.

Going green

The world’s airports continue to deliver on sustainability, achieving new milestones and pioneering new green initiatives, writes Joe Bates.

NEW AIRPORT CARBON ACCREDITATION HIGH FOR NARITA

In another step towards net zero, Tokyo’s Narita International Airport has successfully upgraded to Level 4 ‘Transformation’ status in ACI’s Airport Carbon Accreditation programme.

Narita operator, NAA, has set comprehensive decarbonisation targets for both itself and the wider airport community through its ‘Sustainable NRT 2050’ strategy.

One of the cornerstones of its strategy is the Narita International Airport Decarbonisation Promotion Plan, making it the first airport in Japan to set forth numerical targets on CO2 reduction for the entire airport.

As a result, the NAA Group has committed to converting 20% of its purchased electricity to renewable energy by 2030, with the aim of transitioning entirely to renewable energy by 2050.

All lighting within terminal buildings, aeronautical systems, and other facilities will be replaced with energy-efficient LEDs by 2030 –amounting to over 200,000 individual lights.

The airport has also established Green Energy Frontier Co Ltd in order to contribute to decarbonisation efforts by supplying electricity and thermal energy.

In addition, it has installed a 2MW solar power generation system on the roof of a new cargo shed as part of the first phase of its mega solar project.

Narita International Airport is further addressing operational emissions by halving GPU usage time from 30 minutes to 15 minutes before departure and conducting trials with renewable diesel fuel for specialised vehicles, such as fire engines.

The forward looking airport has also implemented measures to support Sustainable Aviation Fuels.

GIANT NEW SOLAR FARM AT ROME’S FIUMICINO AIRPORT

Aeroporti di Roma (ADR) has inaugurated its new solar farm at Rome Fiumicino, which instantly becomes one of the largest photovoltaic systems in the world on airport land.

The solar farm is located along the eastern side of Runway 3 at Rome Fiumicino and takes its renewable energy efforts to the next level.

The new infrastructure was designed by ADR and built by Enel in collaboration with Circet, following a European public tender after which the integrated contract was assigned.

It extends for almost 2.5 kilometres and is made up of approximately 55,000 silicon panels.

With a capacity of 22MWp (measure of the power output of the system), it will allow the airport to produce approximately more than 30 million kWh (measure of the energy production potential) of electricity per year.

According to ADR, this launch represents a first, significant step towards the airport reaching an installed power of 60MWp in the next five years,

with the installation of additional solar farms within the perimeter of the current area.

Such capacity would be enough to satisfy the annual energy needs of around 30,000 Italian households for an entire year, or –in terms of electric cars – to fully charge approximately one million vehicles.

Approximately €50 million have been invested in total for the implementation of the project, which is part of a portfolio of initiatives for renewable energy generation and sustainable mobility with a financial commitment exceeding €200 million.

The solar farm, which is expected to help reduce the airport’s CO2 emissions by over 11,000 tons per year, is one of the most ambitious initiatives implemented by ADR in the context of its strong commitment to energy transition and decarbonisation . The goal, ultimately being to achieve net zero carbon emissions by 2030 –a full 20 years ahead of the industry’s target.

“The launch of the new solar farm strengthens our commitment to the green transition and decarbonisation, with an infrastructure that is unique in the international airport landscape,” stated ADR CEO, Marco Troncone.

JFK DOUBLES ITS NUMBER OF ELECTRIC VEHICLE CHARGERS

The Port Authority of New York & New Jersey has unveiled a new charging station at John F Kennedy International Airport (JFK) that more than doubles the airport’s available electric vehicle (EV) chargers.

Located within the airport’s for-hire vehicle (FHV) hold lot and installed by Revel and Con Edison, the new facility is equipped with 24 EV chargers.

The additional chargers help meet growing demand for electric vehicle charging infrastructure at Port Authority facilities, which support the agency’s industry-leading sustainability initiatives.

It has specified plans to reach its ambitious goal of achieving net-zero carbon emissions by 2050 through its comprehensive net-zero roadmap. That goal encompasses both the agency’s own emissions as well as those originating through the wider transportation ecosystem supporting its facilities.

“As we work toward a cleaner, more sustainable future, expanding access to electric vehicle charging infrastructure is a crucial step in reducing emissions,” said Port Authority chairman Kevin O’Toole. “These fast chargers at JFK are a significant step forward in our broader efforts to support a greener transportation network.”

NEWCASTLE AIRPORT SHOWS GREEN CREDENTIALS

Newcastle Airport has set a new benchmark in Australian aviation sustainability by becoming the first airport in the country to achieve Level 4+ ‘Transition’ status in ACI’s Airport Carbon Accreditation (ACA) programme, placing it among the top 12% of airports worldwide.

The gateway noted that achieving Level 4+ Transition accreditation supported the Australian government’s ‘Future Made in Australia’ plan to achieve net zero emissions by 2050, and highlighted the success of its long-term, strategic approach to reducing the airport’s carbon footprint.

“Level 4+ recognises that we are truly transitioning away from carbon reliance and embedding sustainability into our long-term future,” enthused interim CEO, Andrew Warrender .

“Newcastle Airport is leading the way globally; it’s important that airports can also contribute to net zero targets in the aviation industry through our provision of green infrastructure, whilst airlines focus on Sustainable Aviation Fuel and hydrogen jet technology.

“We are committed to being the Green Gateway to NSW, and contributing to our region's efforts in renewable innovation and move towards transforming the Hunter Region into a leading hub for clean energy production, storage, and export via the hydrogen Hub in Newcastle and the Port of Newcastle’s Clean Energy Precinct.”

ALL TIME HIGH FOR RECYCLING AT BHX

Birmingham Airport (BHX) in the UK is celebrating its most waste efficient year ever with its recycling rate for terminal operations exceeding 75%.

Year-on-year, the airport’s recycling rate for main terminal waste was 76%, the highest annual figure to date.

Last year, BHX became the first airport worldwide to implement a Mobile Segregation Unit (MSU) to help sustainably process waste: an innovative solution that has helped prevent over 1,200 tonnes of waste from becoming non-recyclable general waste.

The unit facilitates a targeted data-driven approach to waste management and has supported the airport in significantly exceeding its previous strategic commitment of recycling 65% of waste. As a result of the system, the airport’s recycling rate is on track to be one of the highest amongst UK airports.

In addition to recycling, the MSU also supports the reuse and donation of certain items that are left by customers.

From pushchairs to toiletries, 36.2 tonnes of items were donated in the same period to local charities including Let’s Feed Brum, Tots in Need and St Basils.

Commenting on the record year, Tom Denton, BHX’s head of sustainability, said: “Achieving a 20% increase in our recycling rate in just one year is illustrative of the impact that the unit has had in reducing our environmental impact.”

NEW ZEALAND’S FIRST ELECTRIC FIRE TRUCK LANDS IN CHRISTCHURCH

Christchurch Airport has taken another significant step in its commitment to operational excellence and sustainability, taking possession of New Zealand’s first electric fire truck.

The Rosenbauer RT (Revolutionary Technology) is also the first electric fire truck at any airport in the Southern Hemisphere, reinforcing the airport’s leadership in sustainable airport practices.

The arrival of the new vehicle is part of the airport’s broader fleet transition programme. With the corporate fleet already 100% electric, the airport is now transitioning its emergency response vehicles as part of its commitment to a zero-emission fleet by 2035.

Airport chief executive, Justin Watson, said: “Safety is at the heart of everything we do, and this new truck ensures our emergency response teams have cutting-edge equipment to keep the airport community safe.

“At the same time, this is another step towards our zero-emissions goal. Innovation and responsibility go hand in hand. By investing in world-class emergency response technology, we’re ensuring our airport remains at the forefront of both safety and environmental leadership.”

LEED SILVER CERTIFICATION FOR SJC’S NEW FACILITIES

San José Mineta International Airport (SJC) is celebrating Leadership in Energy and Environmental Design (LEED) Silver certification of its new, 22,600 square foot Facilities Administration and Fleet Maintenance Buildings.

The state-of-the-art facilities were designed and built by the same team behind the LEED Silver-certified Aircraft Rescue and Firefighting Facility (ARFF), completed in March 2022.

SJC’s director of aviation, Mookie Patel, said: "We are committed to environmental stewardship, and I am very proud of the strides that we have made thus far in our sustainability journey, with more to come.

"This LEED Silver Certification comes just months after SJC’s Level 2 certification in the Airport Carbon Accreditation programme. We are grateful to the City of San José for their support with this project, and to Overaa Construction  and MARJANG Architecture for bringing SJC’s vision of a modern, sleek and eco-friendly building to life.”

The Facilities Administration and Fleet Maintenance Buildings consists of two buildings: a one-story maintenance facility – allowing airport vehicles to be serviced onsite – and a two-story building with trade shops on the first floor and administrative offices on the second floor. It also includes 65,000 square feet of site area.

Paper reports and uncoordinated systems only hinder airport operations. Veoci solutions, developed by practitioners, save airports and their personnel meaningful time and funds every day. Digitizing critical processes puts inspection forms, reporting, escalations, and communications into the pockets of all airport personnel, and makes a measurable di erence in all air eld, landside, safety, and administrative operations.

Something for everyone

The opening of new sensory rooms, wellness spaces, museums and ambient scenting are just some of the ways airports continue to raise the bar on customer service.

BENGALURU-KEMPEGOWDA OPENS INDIA’S FIRST SENSORY ROOM

In a step towards promoting inclusive air travel, Bengaluru’s Kempegowda International Airport (BLR) has introduced a first of its kind sensory room at an airport in India.

Located near the 080 International Lounge at Level 4 in Terminal 2, the sensory room is a thoughtfully designed space tailored for neurodivergent passengers and individuals with sensory sensitivities.

Kempegowda operator BIAL acknowledges that airports can be overwhelming with bright lights, continuous announcements, security screenings, and crowded spaces — factors that can be particularly challenging for individuals with Autism Spectrum Disorder (ASD), Sensory Processing Disorder (SPD), anxiety disorders, Post-traumatic stress disorder (PTSD) and other sensory or mental health conditions.

BLR is confident that its new sensory room will help address these challenges by offering a calm, controlled space that allows passengers to feel more at ease before their journey.

Hari Marar, BIAL’s managing director and CEO, said: “We are committed to building an inclusive and passenger-friendly airport. BLR has consistently aimed at offering the latest innovations, from our biophilic, sustainable Terminal 2 to digital solutions that enhance efficiency.

“The addition of the sensory room aligns with our mission to create a seamless and stress-free experience for every traveller, ensuring that inclusivity is not just a feature but a core value for us.”

Research in sensory regulation and occupational therapy indicate that even brief periods (15–30 minutes) in a calming, sensory-friendly environment can significantly alleviate feelings of being overwhelmed and enhance wellbeing, making travel smoother and more manageable.

NOSE FOR A GOOD AIRPORT

If you've travelled through Korea Airports Corporation (KAC) recently you will have noticed that it is not uncommon to be serenaded by harmonious melodies in its airport terminals.

The music comes from AI-curated playlists carefully tailored to spatial and seasonal characteristics.

And such has been the success of this strategy that it has now decided to offer an multi-sensory experience for passengers by introducing ambient scenting as they look to further enhance the passenger experience.

It will start with Spring-infused scents at Seoul Gimpo(GMP), Jeju(CJU), Cheongju (CJJ), Daegu( TAE) and Busan’s Gimhae (PUS) airports.

It notes that Gimhae international Airport is now filled with floral scents that evoke cherry blossoms, which for many of people are one of the first signs that spring is in the air.

Elsewhere, citrus aromas reminiscent of Jeju Island’s famous Hallabong mandarins welcome travellers at Jeju International Airport, and passengers passing through Daegu Airport will smell magnolia fragrances, which KAC says offer a relaxing, spring-like ambiance.

The airport operator notes: “These thoughtfully designed scents and sounds help reduce stress, enhance comfort, and turn airports into more than just transit spaces – they become memorable, artistic experiences.”

CHANGI’S NEW WELLNESS SPACE TO EASE TRAVEL FATIGUE

Singapore Changi Airport has launched a new vibrant and playful attraction called the Fit&Fun Zone, which seamlessly blends fitness and entertainment into an innovative wellness space for travellers.

A first of its kind in an airport, Changi’s new Fit&Fun Zone is designed to combat travel lethargy and provide a quick energy boost for travellers of all ages.

Changi Airport Group (CAG) notes: “Whether travellers are looking to stretch, move, have fun, or even those seeking to capture pictureworthy moments, the Fit&Fun Zone offers an invigorating experience before their next flight.

“This unique attraction, located at Terminal 2 (Transit) Level 3, just above Dreamscape, is open to all travellers to enjoy.”

Spanning over 400 square metres, the attraction features five coloured zones. In each zone, travellers can participate in various activities to connect with their bodies, rejuvenate, and take a break from the rigors of travel.

They vary from serene setting of the Green Zone where travellers are invited to unwind to the slightly more active Yellow and Blue zones which boast their own trampoline pods and rope maze respectively.

DRESSED FOR SUCCESS IN DOHA

Doha’s Hamad International Airport (DOH) has unveiled new uniforms for its army of customer service staff.

The Qatari hub, which recently celebrated its 10th anniversary, believes that the uniforms reflect “a new approach towards its growth plans”, which are said to include empowering its people and enhancing the DOH customer service experience.

Over 350 customer service personnel at Hamad International Airport now wear the new uniform from today.

Abdulaziz Abdulla Al-Mass, vice president of marketing and corporate communications at the airport, commented: “This milestone marks a significant evolution for Hamad International Airport’s brand.

“Our customer service team, who are the face of our airport, are dedicated to meeting passengers’ needs and enhancing their travel experience. The new uniform is designed to foster engagement and leave a lasting impression on our ever-growing customer base.”

The multiple variations of the new uniform are seen as friendly, approachable and easily recognisable for passengers within the expansive Hamad International Airport terminal.

Hamad International Airport has a diverse team of customer service professionals, representing over 40 nationalities and proficient in more than 50 languages.

Part of the customer service transformation includes the new uniform and an introduction of a standardised approach through training and development. Both these initiatives aim to foster stronger connections and creating a welcoming environment for the airport’s growing global audience.

NEW MUSEUM ZONE FOR ZAGREB AIRPORT

Zagreb Airport has opened a Museum Zone inside its passenger terminal, with the first exhibition showcasing famous Croatians.

Opened in collaboration with the Croatian History Museum, the new addition is located in the departures area of the terminal, past security control.

Zagreb Airport CEO, Huseyin Bahadir Bedir, enthused: “With profound respect for the institution that safeguards and promotes Croatia's cultural and historical legacy, Zagreb Airport is honoured to welcome the Croatian History Museum.

“This strategic partnership enhances the traveller experience and allows millions of visitors from across the globe to engage with Croatia's rich heritage, thereby boosting the visibility of Croatian history, identity, and creativity internationally.

“Consequently, Zagreb joins the global cultural network, aligning with major cities like Paris where airports have forged similar collaborations with cultural institutions.”

Business Exchange

We provide a snapshot of the latest news stories from companies that support the growth and development of SMART airports.

DNATA TO INVEST IN WESTERN SYDNEY INTERNATIONAL AIRPORT

The catering and retail division of dnata is investing A$17 million on an advanced inflight catering centre at Western Sydney International Airport (WSI).

Initially covering 3,200sqm, the facility, which is expected to produce up to three million aircraft meals per annum, will be located within the airport’s Cargo Precinct and could eventually double in size.

ALL

According to dnata, it will incorporate the latest technologies in design and operation to minimise its environmental footprint. These will include energy-efficient equipment, a recycled water system and a waste treatment plant.

WSI CEO, Simon Hickey, called dnata’s investment “another decisive signal of the airport’s rapid progress and premier airline offering as the business prepares for take-off in late 2026”.

ELECTRIC GSE FLEET FOR JFK’S NEW TERMINAL ONE

TCR, a global leader in ground support equipment (GSE) solutions, has been seletced to provide an all-electric GSE fleet for the New Terminal One at John F Kennedy International Airport (JFK), which is scheduled to open in 2026.

In a global first for the aviation industry and reaffirming the New Terminal One’s commitment to environmental sustainability, the fully electric GSE fleet will be shared by ground handlers.

It is the first time that any airport terminal in the world has procured a centralised all-electric GSE fleet. The pioneering shared model is

expected to reduce the terminal’s environmental impact, improve costs and optimises the usage of equipment.

"We are thrilled to contribute to this groundbreaking initiative," said Kristof Philips, CEO of TCR Airport Solutions. "This project highlights our dedication to sustainability and innovation, setting a worldwide model for the aviation industry."

The New Terminal One is a key component of the Port Authority of New York and New Jersey’s $19 billion transformation of JFK Airport into a world-class gateway.

HYBRID DIGITAL CONTROL TOWER FOR MANCHESTER AIRPORT

Manchester Airport will become the UK’s first major international airport to adopt a ‘hybrid’ digital control tower next year.

Working with air traffic service provider, NATS, and the technology company, Searidge Technologies, the airport is set to deploy operational grade, ultra-high definition panoramic cameras to help its air traffic controllers manage and optimise the airport ground operation, enhance capacity and improve on time performance.

The controllers will use the live footage from these cameras – augmented in real-time with radar data and overlays – to manage aircraft movements around the airport’s Terminal 2 extensions.

Gary Renault, head of airfield operations at Manchester Airport, said: “Improving airfield efficiency is a key driver in our £1.3 billion transformation programme which will help us unlock Manchester Airport’s full potential and deliver real benefits to people in the North.

“This system will decrease delays and help us operate more flights – meaning greater choice, value and flexibility for our passengers.”

COSTA RICA CONTRACT FOR ALSTEF GROUP

Alstef Group has been selected to design and implement a phased, comprehensive baggage handling system upgrade for Juan Santamaria International Airport in San Jose, Costa Rica.

This project aligns with the airport’s expansion plan to accommodate growing passenger demand, enhance operational efficiency, and elevate the traveller experience.

Alstef Group's solution will be deployed in multiple phases, with each phase introducing significant upgrades to the airport's baggage processing capabilities.

The first two phases will occur over the next three years, during which Alstef Group will construct a new baggage handling system in the airport’s expanded terminal.

Phase one includes twelve new check-in stations with SBDs, conveyors to transfer checked baggage to the screening area, and a new make-up carousel.

SMART AIRPORTS & REGIONS – ON APPROACH FOR 2025!

We are thrilled to invite you to an unforgettable celebration as we mark two incredible milestones:

– The 10th Anniversary of SMART Airports & Regions

– The 100th Anniversary of Hartsfield-Jackson Atlanta International Airport

A special thank you to our wonderful hosts, Hartsfield-Jackson Atlanta International Airport & Aerotropolis Atlanta Alliance, for making this event possible!

The SMART Airports & Regions Conference & Exhibition is the premier global event exploring how SMART airports and their surrounding regions leverage connectivity, innovation, and opportunity to shape the future of aviation and urban development.

With in-depth analysis of the SMART airport and city/regional landscape, the conference highlights the opportunities, challenges, and cutting-edge advancements driving this ecosystem forward. Our interactive agendawill inspire, inform, and connect key stakeholders from around the world.

Why Attend?

• Gain insights from over 100 industry experts

• Connect with 700+ senior-level attendees and decision-makers from airports worldwide

• Engage with 75+ sponsors & exhibitors showcasing the latest innovations

• Explore forward-thinking strategies in airport design, construction, commercial development, real estate, technology, passenger experience, and more

• Network and collaborate with industry leaders over three dynamic days

Join us in Atlanta this July for this unparalleled opportunity to learn, connect, and shape the future of SMART airports and regions!

Don’t miss out—see you in Atlanta!

PEOPLE matters

AI – Artificial or Augmented Intelligence?

Richard Plenty and Terri Morrissey share their thoughts on some of the human challenges associated with the rapidly developing field of AI.

We are just back from facilitating a Global Psychology Summit in Kingston, Jamaica, at which a key topic was the rapidly developing field of Artificial Intelligence (AI), and the promise, limitations and ethical challenges associated with this rapidly developing field.

This is an area from which we will not be able to hide. AI already outperforms humans on pattern recognition, searching the internet for relevant material, and data analysis. Generative large language models can produce summaries of complex issues in seconds. They are also becoming widely available. Chat GPT, for example, launched in late 2022, can now be used by anyone with a smart phone.

Advances are occurring so fast that it is almost impossible to be an expert in the field. Nevertheless, at the Kingston summit on March 19, a panel of ‘almost-experts’ did their best to consider the implications. On the whole, they were positive. They claimed that there are exciting opportunities for innovation and expressed the hope that AI will lead to enormous benefits for us all.

As an example, the ability to search large volumes of material on the internet, cutting down the time needed to trawl through documents and being able to search in multiple languages across many databases, provides a real boost for evidence-based research, especially when combined with the ability to synthesise and summarise material in a readable, concise format.

At the same time, our panelists warned of the complex and challenging issues associated with its uptake. It is unwise to rely on what emerges from the technology without a hefty input from an expert human source.

AI, at least in its present iterations, makes too many mistakes. It weighs sources equally, unable to distinguish between their quality. Searches are based on historical data. Consequently, algorithmic bias can lead to stereotypes being perpetuated.

For example, Amazon’s initial efforts to produce a recruiting tool preferred male candidates for technical jobs.

Things can go badly wrong without human judgment. Large language models rely on searching the web for similar responses rather than logic. For instance, one of the panelists had asked a large language model ‘How many ‘r’s’ are there in strawberry?’ Unable to find anyone in its databases who had asked this exact question before, it replied ‘2’.

So, it is the collective intelligence of people and the technology that really makes the difference, rather than the technology on its own. The clever way to use it is to get AI to do the ‘heavy lifting’, curate the material that emerges, take what is best and then refine efforts by asking incisive more detailed questions. A computer-human endeavour!

This use of AI as ‘augmented intelligence’ rather than ‘artificial intelligence’ is beautifully illustrated in a recent article in the Harvard Business Review by Christian Stadler and Martin Reeves called “When AI Gets a Board Seat”, describing a year-long experiment involving a group of managers and their use of Chat GPT.

The article concludes that what makes AI a valuable member of the executive team is that it differs from humans by disrupting and broadening what is taken into account and providing information quickly. For this to work effectively, it needs a human critical thinker in the loop.

All of this implies that we need to spend much more time understanding how to use digital technology, educating and training people how best to use it. It seems that while we won’t be able to live without it, we will need to spend time and effort learning how to live with it.

Seattle-Tacoma International Airport’s managing director, Lance Lyttle, will leave the gateway in April to become the new CEO of Greater Orlando Aviation Authority (GOAA), which operates Orlando International Airport (MCO) and Orlando Executive Airport (ORL) airports in Central Florida.

The French Parliament has approved the appointment of Philippe Pascal as the successor to Augustin de Romanet as CEO of global airport operator, Groupe ADP. The move is strongly supported by President Emmanuel Macron.

Newcastle Airport in Australia has announced the appointment of Linc Horton as its new CEO, effective May 5, 2025. Horton becomes the permanent replacement for Dr Peter Cock who left the airport completion of a decade of service.

About the authors

Terri Morrissey and Dr Richard Plenty run ACI’s Human Resources training. They received a Presidential Citation from the American Psychological Association in June 2022 for their leadership in advancing global psychology. Contact them at info@thisis.eu