Panel discussion: How to ‘humanize’ airports and make them more intuitive
10 Apr 2025
N104
Customer service, passenger and workforce experience
This panel session will reveal future strategies that can positively impact non-aviation revenue by making airports more human and less like machines. It will specifically explore how we can develop intuitive, stress-free, emotionally engaging airports that offer a new and futureproofed approach to the commercial experience while responding to passenger expectations and their different missions and physical and emotional states. The panel will provoke dialogue on how an airport can drive passenger comfort, engagement, dwell and spend while considering biophilic design, multisensory environments, ‘soft spaces’, tactility, psychological triggers, visual noise, vistas, visibility and the power of beauty.
- How an airport can create truly positive passenger sentiment and become a ‘love brand’
- How airports can become healthy places
- How ‘humanizing’ airports can increase non-aviation revenue
- How we can create airports that are intuitive and stress-free
- How airports can be positive beacons in their local communities
Chairperson
){kind=logo}
)
)
)
)
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
)
)
)
){kind=logo}
)
){kind=logo}
){kind=logo}
)
)
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
){kind=logo}
)
){kind=logo}
