January-February 2025 newsletter
Passenger Terminal World
Covering the latest developments and challenges in the field of airport terminal facilities, design and technology
Welcome to Passenger Terminal World’s first LinkedIn newsletter of 2025!
In this January-February 2025 newsletter, Passenger Terminal World brings you the latest developments in the industry – including Heathrow's £2.3bn (US$2.8bn) infrastructure investment plan, expert analyses of the key trends set to shape tomorrow’s terminals, and an in-depth investigation into the winners of the prestigious international Skytrax awards. Read on to discover an array of insightful news, features and videos on the biggest trends and issues in the airport terminal industry.
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FEATURES
What does it take to create an award-winning airport? At Passenger Terminal Expo 2024 at Messe Frankfurt GmbH , Germany, hundreds of airport executives, technological experts and airline partners thronged to the stage of the international Skytrax awards – all eager to discover the answer to this question. The 2024 international Skytrax award winners speak to Passenger Terminal World to reveal exactly what put them on top and how they plan to keep their titles next time around.
Happy passengers spend more. This is a well-known theory in the airport sector and one that has been backed up by many industry reports over the years. However, airport operators are now looking to go further than just providing a seamless journey. Christina Okai Mejborn , head of planning at ZESO Architects , takes Copenhagen Airports A/S 60,000m2 Terminal 3 expansion as an example. She explains, “With the T3 Experience Project, we wanted to achieve three outcomes. First, we wanted to address the anticipated negative passenger experience during construction, to instead create a positive outcome. Second, our ambition was to create a memorable attraction that would communicate the airport’s identity and values in a visionary and forward-looking way. Third, we wanted to create an appealing temporary setting that prepares passengers in a meaningful way for the exciting permanent experiences of the new T3 expansion project, awaiting at the end of the tunnel.”
PTW takes a look at some specific use cases that illustrate how airports and airlines are using AI to improve their operations and the passenger experience. Bob Kwik , worldwide head of airports and ground transportation at Amazon Web Services (AWS) also points to some less well-known examples: “Take Amazon’s Just Walk Out stores, operating in 19 airports. The solution combines computer vision, palm biometrics and sensors with the same transformer-based machine learning models underlying many generative AI applications to create a seamless automated airport retail experience.”
"The time seems ripe for the next big step in traveler facilitation. We’ll be taking that step together." With the advent of increasingly efficient biometric technologies and new globally interoperable digital travel credentials, International Civil Aviation Organization ’s Ciaran Carolan, MBA, PhD , Public Key Directory (PKD) program manager, explores how the aviation industry can bring truly seamless crossborder travel within reach, highlighting key case studies and techniques to ensure the success of globally interoperable DTCs in this US$961.3bn aviation and tourism sector.
With a warm and welcoming wooden interior interspersed with live trees and the best local brands, the new Portland International Airport (PDX) offers a lesson in how to deliver an iconic destination that surprises and delights. The airport’s majestic wooden interior echoes the rich timber heritage of the Pacific Northwest region that it serves. Furthermore, the project's emphasis on resilience also reflects some of the unique geological challenges of the region, according to Dan Pippenger , chief aviation officer at Port of Portland . “Due to PDX’s geographical location within the Cascadia Subduction Zone, the airport’s new roof was designed to withstand a 9.0 magnitude earthquake,” he explains. “Seismic isolation bearings at the top of the steel Y-columns allow lateral movement up to 24in [61cm] during a seismic event, while a hanging curtain wall is attached to the roof with hinged connections that permit it to slide and pivot relative to the structure below.”
The pressure is on for airports and retailers to inject more excitement into their store offers, given the current mismatch between traffic growth and spending. A study from global management consultancy Kearney , commissioned by the TFWA (Tax Free World Association) and released in October 2024, manifests the industry’s worst fears. While passenger growth in 2023 hit 30%, travel retail sales limped forward at only 18%. Moreover, the average value of the items purchased decreased by 20-30% over the 12 months. In this exclusive PTW feature, experts across Lagardère Travel Retail , Finavia , Avolta and Kearney explore the lessons they've learned from multi-billion dollar retail projects and discuss their plans to capitalize on them in the future.
EXECUTIVE COMMENT
"Overall, my role can be complex... Our company manages 46 airports (plus two heliports) in Spain, our home country, and 33 additional ones in other countries." Maurici Lucena Betriu , CEO of Aena , explores the airport operator’s plans to stay competitive, sustainable and technologically advanced. Ahead of his opening remarks at Passenger Terminal EXPO & CONFERENCE ✈️ 2025, taking place on April 8, 9 & 10 at IFEMA MADRID in Spain, the executive details his plans for AI and geothermal energy, as well as revealing how he steered Aena through the Covid-19 storm to emerge as one of the first of the major European airport operators to reach pre-pandemic traffic levels.
According to a PwC study, 75% of consumers prioritize authentic human interactions, especially in industries like aviation where stress and uncertainty often accompany travel. Gijsbregt Vijn , CEO and brand growth transformation specialist at Lemon Scented Tea and Lemon Cxbyex, explores how airports are transforming the role of aviation employees to keep pace with rapidly evolving passenger demands. He explains, "Airports and airlines must deliver both efficiency and empathy. Digital tools streamline operations, but the emotional needs of travelers demand a human touch. Striking this balance is key to creating a standout passenger experience." Read on to discover his five-step plan to create a brand-driven customer experience (CX) and employee experience (EX) strategy.
"The current plan is to build three vertiports – at Jeju International Airport and two famous touristy sites – by the end of 2026." In October 2024, Italian vertiport network operator UrbanV and Korea Airports Corporation (KAC, 한국공항공사) , the operator of 14 Korean airports, signed an agreement to develop vertiport networks and create an AAM ecosystem. The companies will also investigate potential collaborations on future overseas urban air mobility (UAM) vertiport development projects. Min-Chul Jung, head of the innovative air mobility office at Korea Airports Corporation, speaks to Passenger Terminal Today to reveal more about the AAM project and its impact on the future of the airport operator.
"How many times has your flight arrived at your stand only to find a delay in disembarkation due to missing stairs? How often have you witnessed your departure time get pushed out due to a delayed tow on the apron nearby?" Justin Keene, product manager for Veovo 's resource management system, examines how machine learning (ML) can support human decision-making and help drive the future of asset use optimization and airport performance to protect the passenger experience and airport reputation alike.
NEWS
In the largest private sector capital investment in the UK’s transportation network, Heathrow will invest £2.3bn (US$2.8bn) over the next two years to upgrade key facilities, ensuring the airport continues to move forward and provide better service for passengers and businesses. Planned investments total £1.05bn (US$1.3bn) in the airport’s infrastructure in 2025, with an additional £1.29bn (US$1.59bn) to be invested in 2026.
AviAlliance GmbH has completed its acquisition of AGS Airports – the operator of Aberdeen, Glasgow and Southampton airports – from Ferrovial and Macquarie Group for an enterprise value of £1.53bn (US$1.59bn), having received all relevant regulatory approvals. Following the acquisition, AGS Airports will become part of AviAlliance – joining the company’s global airport network, which also includes stakes in Athens, Düsseldorf, Hamburg and San Juan (Puerto Rico) airports.
The head of the US Transportation Security Administration (TSA) , David Pekoske, has been removed from office by the recently inaugurated Donald Trump. Pekoske was first confirmed by the US Senate as TSA’s seventh administrator in August 2017 during President Trump’s first term in office and was reconfirmed for a second term in September 2022 by President Biden.
Kansai Airports is to conduct the grand opening of the newly renovated Terminal 1 at Kansai International Airport (KIX) on Thursday, March 27, 2025. Phase 1, in October 2022, saw the airport operator opening the new domestic area, followed by Phase 2, the new international area, in December 2023. An immigration checkpoint will also be completed in March 2025, ahead of the grand opening. Now, with the completion of the terminal’s main functions, the airport will celebrate the grand opening.
As part of its latest terminal expansion program, Hamad International Airport (DOH) has opened Concourse E. The expansion adds 51,000m2 of space to the airport, featuring eight new contact gates representing an overall 20% addition to enable faster boarding and improved operational efficiency.
Glasgow Airport launched a digital assistant, powered by Hello Lamp Post , to improve the travel experience for passengers over the festive period. This AI-driven technology went live across the airport, and is designed to provide real-time information and enhance navigation throughout the terminal 24 hours a day, optimizing the experience for travelers. This digital assistant is a part of the airport’s ongoing efforts to enhance accessibility and ensure all passengers have a seamless experience.
VIDEOS
Brisbane Airport (BNE) has become one of the first Australian airports to achieve net-zero emissions (Scope 1 and 2). Brisbane Airport Corporation has reduced its Scope 1 and 2 emissions by 97% through: purchasing 100% renewable electricity generation from Stanwell for Queensland-based wind farm and solar energy; expanding on-site solar to 10MW; and replacing 24 traditional internal combustion engine fleet vehicles with electric-powered vehicles. The remaining 3% of emissions have been offset through native bush regeneration projects in southwest Queensland via Tasman Environmental Markets.
Manchester Airport has revealed a preview of its 10-year, £1.3bn (US$1.6bn) transformation program, which is due to be completed later in 2025. The Northern Gateway transformation program will be finished when its brand-new Terminal 2 opens fully to the public. To show the full experience, the fly-through video augments computer-generated imagery of parts of the terminal that are under construction with the parts that have been finished.
Aeroporti di Roma (ADR) has inaugurated its new solar farm along the eastern side of Runway 3 at Rome Fiumicino Airport. According to the airport, its 55,000 silicon panels make up the largest self-consumption photovoltaic system in a European airport, and one of the largest systems in the world within an airport perimeter.
Perth Airport has revealed the vision for its A$5bn (US$3bn) “one airport” concept, which will bring all flight services into the Airport Central precinct and create a new parallel runway, new terminal facilities, two multi-story car parks with associated roadworks, an upgrade of Terminal 2, and the airport’s first hotel.
Skyports Infrastructure (Skyports), in partnership with the Roads and Transport Authority of Dubai (RTA), has begun construction on the world’s first permanent commercial vertiport. Situated near Dubai International Airport (DXB) in the United Arab Emirates (UAE), this facility is the first of an initial four vertiports planned across Dubai, paving the way for the launch of air taxi services with aircraft partner Joby Aviation in Q1 2026. The three-story vertiport building will cover an area of approximately 3,100m2 and have two landing areas.
Dallas Fort Worth International Airport (DFW) has broken ground on the construction for Terminal F – the airport’s sixth terminal and the first new construction of an entire terminal at DFW since 2005. The new terminal will feature a double-loaded concourse with 15 gates and modernized customer amenities. The US$1.6bn Terminal F program will deliver an “all-new experience for customers”, featuring a 400,000ft2 concourse. An expansion of Terminal E is also included in the program, which will add more than 100,000ft2 of new check-in, security and baggage claim facilities dedicated to customers flying to or from Terminal F.
eVTOL company AutoFlight ’s two-ton eVTOL aircraft has completed its inaugural demonstration flight in Okayama Prefecture, marking its first successful flight in Japan. AutoFlight’s eVTOL aircraft features a lift and cruise configuration and an all-electric propulsion system. Its vertical take-off and landing capabilities eliminate the need for traditional runways, while its transition to horizontal cruise flight enables extended-range operations. According to the company, this eVTOL model and a future model are poised to serve multiple roles in the Setouchi region of Japan, from cargo transportation to future passenger transportation, as well as medical assistance and tourism services.
Thank you to all our contributors and interviewees for your valuable insights. Elizabeth B. Kylie Bielby Anthony James Becks Slater Aboobaker Tayub Helen Norman Kevin Rozario Ivan Bassato Matt Thome Nora Immonen Hazel Catterall Noora Hautakangas Daniel Szor Ibrahim Ibrahim Evelyne Ly Wainer Jim Parashos Server A. Victor Sánchez Messier Jabulani Khambule Mark Maclean Liliana Rambo, IAP, CM, CAPP Claire Donnellan, MBA, GAICD, IAP Robert Rauch Vanesa Calvo Alonso Dean Wright C.M. (He/Him) Joey MacSween Celia L. Curtis Robinhold Vince Granato Dubai Airports Melbourne Airport iGA Istanbul Airport Vancouver International Airport - YVR Houston Airport System Qatar Airways Cape Town International Airport Vancouver Airport Authority CITY OF HOUSTON HOUSTON AIRPORTS Groupe ADP Customer Centric Consulting Copenhagen Airports A/S Brussels Airport Aurrigo Changi Airport Group Belfast City Airport Ryanair TUI Fraport AG Assaia – The ApronAI Inetum SITA ZGF Architects Finavia Avolta Lagardère Travel Retail Helsinki Airport Newmark Group, Inc ReLove Incheon International Airport Corporation Cotswolds Distillery London Luton Airport Newark Liberty International Airport Marriott Portland Design WHSmith L’OCCITANE Group Southwest Airlines