For decades, airports have relied on surveys and post-journey feedback to understand passenger experience. But by the time that feedback arrives, the opportunity to improve the moment has already passed. The next evolution of passenger experience is real-time understanding and response. By combining operational data, passenger feedback, behavioural signals and emerging technologies, airports can build a live picture of how passengers are feeling throughout their journey. This session explores how airports can move beyond measuring satisfaction after the event and instead detect, understand and respond to passenger needs as they arise - creating the foundations of the emotionally intelligent airport.