Traveler expectations are evolving, and the industry must go beyond optimized touchpoints and operational efficiency. The latest Global Traveller Survey shows that travelers are not just customers: they are humans with emotions, values and diverse needs. This session explores how human-centered design and technology can work together to create seamless, personalized, emotionally engaging airport experiences. It highlights the role of fundamental consumer trends in shaping travel in 2026 and beyond, offering insights into designing experiences that are meaningful, memorable and built around the whole human being.

• How the shift from customer experience to human experience is reshaping airports through more emotional, human-centered design
• How to leverage technology to reduce traveler anxiety, enhance well-being and deliver more personalized experiences
• How open travelers are to off-airport solutions as a response to future traffic growth, and what challenges remain
• Why sustainability through a local lens matters most, as travelers value airports that create visible benefits for their communities and economies