As airports race to digitalize the passenger journey – through apps, websites QR codes and real-time updates – one big question remains: Do passengers actually care? This panel brings together passenger experience innovators from leading airports (Schiphol, JFKIAT, Copenhagen, Athens) to explore the real impact of digital channels on passenger satisfaction, dwell time and operational efficiency. Are these tools solving real problems or simply adding noise? Join this session to uncover what works, what doesn’t and what’s next in digital passenger engagement.

• Discover which digital channels connect with passengers at your airport
• How to measure the success of digital initiatives (beyond downloads or clicks)
• How to connect with stressed or time-pressed passengers
• Lessons learned from failed or underused digital solutions
• What a successful digital passenger experience in 2026 looks like