Passenger Experience

Airline Passenger related including airport transit Articles
Passengers on the rise in transformational year for Leeds Bradford Airport
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Passengers on the rise in transformational year for Leeds Bradford Airport 2025 is set to be a big year for Leeds Bradford Airport (LBA) with phase 1 of the £100 million terminal regeneration on track to be complete, allowing even more customers to depart from Yorkshire’s largest airport. This is welcome news for the region as LBA has today released figures that confirm both passenger numbers and flights continue to increase at a positive rate. 2024 saw a 5.8% rise in passengers travelling from LBA compared to 2023, with over 4.24 million people taking to the skies across almost 32,000...
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London Stansted to introduce barrier free system at forecourt drop off area
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London Stansted to introduce barrier free system at forecourt drop off area London Stansted today announced it is to introduce a new barrierless system for vehicles dropping off passengers at its Express Set Down (ESD) area as part of the airport’s £1.1bn transformation programme. The new technology will be managed through Automatic Number Plate Recognition (ANPR) systems like that already in use at the Dartford Crossing and will come into operation in late January 2025. The switch to a new barrier-free ESD system is aimed at enhancing the overall experience for both drivers and...
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Emirates opens new First and Business Class lounge
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Emirates opens new First and Business Class lounge Emirates has opened its doors to a new lounge at London Stansted. The airline has invested more than £4 million to design a spacious 900-square-metre lounge that can accommodate up to 125 guests, including First and Business Class customers, as well as Emirates Skywards members. The new lounge is Emirates’ sixth dedicated lounge in the UK, complementing the airline’s world-class facilities available in London Heathrow, London Gatwick, Birmingham, Glasgow, and Manchester. Gareth Powell, London Stansted’s Managing Director, said: "The...
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Tortilla Rolls Into Glasgow
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Tortilla Rolls Into Glasgow The UK’s most-loved burrito and taco joint Tortilla has opened its doors after rolling into Glasgow Airport. Based in the main departure lounge, the 30-seat venue includes a grab-and-go takeaway service as well as a dine-in option from its famed fully customisable and authentic California-style Mexican menu. It is operated by SSP UK, a leading operator of food and beverage outlets in travel locations and has helped create 19 new jobs at the airport. Tortilla’s dishes are all made fresh to order, filled with fresh, quality ingredients such as their marinated...
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Assisted Travel service supporting EMA’s customers gets top national rating
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Assisted Travel service supporting EMA’s customers gets top national rating The Assisted Travel service which helps people to enjoy an effortless experience at East Midlands Airport (EMA) has been given the top rating by the UK Civil Aviation Authority (CAA) for the fifth year running. EMA has been rated ‘very good’ by the CAA in its latest report on airport accessibility published today (August 7th). The CAA established its Airport Accessibility Framework a decade ago, setting standards for how passengers with disabilities and reduced mobility should be treated. In today’s report, the...
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'In the bag' - quicker security checks at LLA
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'In the bag' - quicker security checks at LLA Passengers travelling through London Luton Airport (LLA) no longer need to remove liquids and electronic items from their bags as they pass through security, following the successful roll-out of next generation security scanners. The completion of the £20 million project positions LLA as one of the first major airports to complete the roll-out in time for the busy summer holidays. With all security lanes at the airport now equipped with state-of-the-art body scanners and CT scanner technology, passengers travelling this summer will benefit...
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LLA opens new Express Drop Off
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LLA opens new Express Drop Off London Luton Airport (LLA) has opened a new Express Drop Off zone to provide an even more convenient option for passengers looking to be dropped off directly in front of the terminal entrance. The new Express Drop Off will operate 24 hours a day, alongside alternative free and paid-for drop off and pick up areas available in LLA’s Terminal Car Park 1 (TCP1), Mid Stay and Long Stay car parks. The Express Drop Off will operate as a cashless and barrier-free system and will be in operation until a new combined drop off/ pick up area is complete, as part of...
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Chaiiwala arrives at London Luton Airport
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Chaiiwala arrives at London Luton Airport London Luton Airport (LLA) is set to offer passengers another exciting new dining option following the arrival of Indian street-food specialist, Chaiiwala. With the LLA terminal already offering a wide range of dining options to cater to the diverse palates of passengers, the arrival of Chaiiwala’s authentic Indian menu further extends the range of global cuisine now available across the airport. The new 1,500sq ft, 30-seat restaurant at LLA marks Chaiiwala’s airport debut and provides passengers with the option to dine in or choose from a...
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New My Lounge opens at London Luton Airport
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New My Lounge opens at London Luton Airport London Luton Airport (LLA) has opened the doors to a second lounge, further expanding the range of choice available to passengers ahead of the summer. My Lounge, located in LLA’s departure lounge, features a design inspired by loft style living and can accommodate 135 guests. Operated by No1 Lounges, a SwissportALD Holdings company, the lounge is accessible to Priority Pass and Lounge Key cardholders, whilst less frequent travellers can pre-book their visits directly via the No1 website at no1lounges.com. The lounge offers an all-day...
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Birmingham Airport updates liquid rules
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Birmingham Airport updates liquid rules In 2018 all UK airports were advised of new Government legislation for the introduction of new security screening technology. This would allow a change to the rule on electrical items and liquids in hand luggage. This legislation was amended to take into account the delay that Covid brought to the aviation industry and a revised deadline of 1st June 2024 was set as the completion date for the new technology being installed, commissioned and to be used. Instead of just replacing the technology Birmingham Airport took the decision to future proof, by...
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Leeds Bradford Airport introduces improved catering for lounges
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Leeds Bradford Airport introduces improved catering for lounges Leeds Bradford Airport (LBA) has appointed an international catering operator to provide food and drink services for its lounges. Newly appointed Elior will now serve a wider range of food and drink options from LBA, with a changing seasonal menu and a dedicated team of chefs, providing a wide selection of locally sourced, freshly produced products. Elior staff will now be serving customers and keeping stocks replenished throughout the day in LBA’s Yorkshire Lounge and 1432 Runway Club. Calum McLaren, Divisional Managing...
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Melbourne Airport (MEL) unveils new $20 million dining precinct inside Terminal 1
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Melbourne Airport unveils new $20 million dining precinct inside Terminal 1 Seven new cafes and restaurants have opened inside Melbourne Airport’s Terminal 1 dining precinct known as The Square, including local favourites Rustica, Pope Joan, Veneziano and ST. ALi. Other venues in the new $20 million space include Mobo Moga – owned by Gary Mehigan, The Local Taphouse – run by Stomping Ground Brewing Co, and The Grace Wine Bar and Eatery. Restaurants in the 2,400smq2 precinct open as early as 4:30am, serving travellers up until half an hour before the last Qantas domestic departure...
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New No1 Lounge opens at London Luton Airport
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New No1 Lounge opens at London Luton Airport London Luton Airport (LLA) has today opened the doors to a new lounge. The new No1 Lounge has capacity for 70 guests and offers a variety of seating options, from comfortable lounge chairs to quieter meeting spaces; while natural light filters through the lounge window spaces offering some airfield views. Operated by SwissportALD, a joint venture between Airport Dimensions and Swissport, the lounge will offer complimentary food and beverages, with a selection of premium beers, spirits, and wines served from a fully staffed bar, and culinary...
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Biggest airside WHSmith in Britain at Birmingham Airport
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Biggest airside WHSmith in Britain at Birmingham Airport Andrew Harrison, Managing Director, UK Travel, WHSmith, said: “What sets this store apart is our commitment to curating an array of travel essentials products under one roof, with a bespoke store design inspired by the local architecture, that caters to every traveller’s needs. “From travel essentials such as health & beauty, food to go, and reading materials, to global tech brands and souvenirs - this store really does promise an unmatched convenience shopping experience for time pressed customers. I couldn’t be more proud of...
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Newcastle International Airport set to open second Starbucks
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Newcastle International Airport set to open second Starbucks Newcastle International Airport is set to open a second Starbucks franchise in the Airport departure lounge, following the success of the first shop within the terminal check-in area that opened earlier this year. As a trusted Starbucks partner, the Airport’s food and beverage partner SSP, a leading operator of food and beverage outlets in travel locations worldwide, will operate the second coffeehouse and provide passengers with Starbucks highest standards of customer service. Customers visiting the new store will be able...
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Leeds Bradford Airport £100m Regeneration Programme
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Leeds Bradford Airport £100m Regeneration Programme Leeds Bradford Airport (LBA) has announced over a £100m investment into a vital regeneration of its terminal facilities which will dramatically improve the passenger experience and help unlock economic growth for the region. Approved by Leeds City Council, the work is set to commence in autumn 2023 and is expected to complete in 2026. Farrans Construction has been appointed as the contractor to deliver Phase 1 of the project, the construction of the terminal extension. The regeneration will see a 9,500 sq. mt., three storey extension...
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Trip review: Rugby World Cup trip from Cardiff Airport

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Jerry
This is my review of my trip to the Rugby World Cup in Nantes that I took between 6/10/23 and 9/10/23. This was for Wales final group game with Georgia, and I also went to Japan v Argentina game. I made my way down from Leeds where I live on the 5/10/23 and stayed overnight at the Celtic International hotel which was on the approach road to the airport and was a decent place to stay for the night. After killing some time on Friday, I got to the airport to park my car just after 3pm and headed into the terminal to meet one of the Gulliver’s Sports reps for my group. We were flying with...
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‘Outstanding’ security training gives East Midlands Airport customers peace of mind
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‘Outstanding’ security training gives East Midlands Airport customers peace of mind The Civil Aviation Authority (CAA) has once again given East Midlands Airport (EMA) top marks for the training it provides for security staff. The ranking of ‘outstanding’ gives customers the assurance that they can travel through the airport safe in the knowledge that security teams are highly trained and they will receive excellent customer service. People using EMA to travel to Europe this year have on average passed through security in under 15 minutes. The CAA’s quality assurance scheme ensures...
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Bristol Airport announces transformational public transport hub project
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Bristol Airport announces transformational public transport hub project Bristol Airport has commenced work on its largest capital project ever and is investing over £60m in creating a public transport interchange hub and multi-storey car park. This transformational project will enhance services and accessibility for customers whether arriving or departing from Bristol Airport. Customers using Bristol Airport will notice preparation and enabling works taking place in front of the terminal and within the Northside Car Park. The project will provide: Over £60m investment New public...
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London Luton Airport welcomes special arrival
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London Luton Airport welcomes special arrival London Luton Airport (LLA) staff worked together to provide the warmest of welcomes to a very special ‘airport arrival’, after a pregnant passenger went into labour in the airport departure lounge. Rushing to the scene, members of the LLA Guest Experience, Security and Fire Service teams moved quickly to make the passenger comfortable and organise privacy screens, before delivering the baby in the departure lounge. Melanie Horwood, Guest Experience Manager at LLA, led the team’s effort to successfully deliver the baby, following advice...
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£30m investment for LLA passenger experience
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£30m investment for LLA passenger experience London Luton Airport (LLA) has announced investment worth more than £30 million to enhance the passenger experience. It follows another successful summer, during which 3.3 million passengers passed through the terminal (1st July – 31st August), with four in five passengers rating their overall passenger experience as ‘very good’ or ‘excellent’*. LLA is embarking on the £8 million development of a new, flagship two-storey restaurant to replace the existing Frankie & Benny’s unit. Set to open next year, the restaurant will feature a striking...
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Sydney Airport’s luxury precinct is complete with the arrival of Cartier
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Sydney Airport’s luxury precinct is complete with the arrival of Cartier Luxury Maison, Cartier, has officially opened at Sydney Airport’s T1 international terminal This is the first Cartier boutique to open at an Australian airport Sydney Airport’s luxury shopping precinct, SYD X, is now complete with 20 of the world’s most exclusive brands under one roof SYD X has Australia’s largest collection of luxury brands including Louis Vuitton, Hermès, Dior, Gucci, Prada and Saint Laurent Sydney Airport’s T1 international luxury shopping precinct is now officially complete, with the arrival...
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London Luton Airport in customer service finals
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London Luton Airport in customer service finals London Luton Airport (LLA) has been recognised for its commitment to delivering exceptional customer service to passengers, after being named as finalist in the 2023 UK Customer Experience Awards for the third year running. The annual awards, now in their fourteenth year, recognise organisations, teams and individuals who deliver groundbreaking customer service initiatives and best-in-class customer experience. LLA, alongside customer experience partner, Ethos Farm, is shortlisted in the category of Placing Customers at the Heart of...
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Glasgow Airport receives top ranking in CAA's annual accessibility report
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Glasgow Airport receives top ranking in CAA's annual accessibility report Glasgow Airport has received the highest ‘Very Good’ rating from the UK Civil Aviation Authority’s (CAA) annual Airport Accessibility Report. The CAA has today (Thursday 20 July 2023) published its Airport Accessibility Report on the disability access of 26 of the UK’s largest airports by. The report covers the period from April 2022 to March 2023. To achieve a 'Very Good' classification, airports must provide a consistent and high-quality assistance service throughout the four quarters of the year. AGS Group’s...
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Heathrow entertains young travellers with new Mr. Men Little Miss mobile game
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Heathrow entertains young travellers with new Mr. Men Little Miss mobile game Heathrow has partnered with Mr. Men Little Miss to create a mobile game to entertain young travellers at the airport over the summer holiday period. The game features Mr. Adventure and Little Miss Explorer, characters created exclusively for Heathrow. It can be easily accessed by scanning a QR code which will be posted throughout the airport, with no downloads or sign-ups necessary. The game is available now and suitable for 2-12-year-olds, providing parents with a quick and engaging way to entertain children...
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Three major Middle Eastern airlines this week announced deals with Birmingham Airport (BHX)
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Three major Middle Eastern airlines this week announced deals with Birmingham Airport (BHX) Photo @Brum X Forums4airports.com Qatar Airways back at BHX flying daily to Doha Saudia now flying three times a week to Jeddah Emirates’ A380 back adding capacity to twice-daily Dubai service Three major Middle Eastern airlines this week announced deals with Birmingham Airport (BHX) in what its chief executive called “a glimpse into our future.” Within the last week the trio of airlines have collectively expanded BHX’s direct Middle Eastern connectivity to its best ever. Today the airport...
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Qatar Airways returns to Birmingham Airport (UK}
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Qatar Airways returns to Birmingham Airport Qatar Airways will operate daily flights to and from Birmingham throughout the summer. The welcome ceremony at Birmingham Airport was attended by Gary Kershaw, UK & Ireland Country Manager, Qatar Airways, Andy Street, West Midlands Mayor, and Nick Barton, Birmingham Airport Chief Executive. Former F1® driver, David Coulthard, also attended the event to extend his support for Qatar Airways as the Global Airline Partner of Formula 1® ahead of the highly anticipated British Grand Prix at Silverstone. BIRMINGHAM, UK - Qatar Airways today...
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Jet2.com and Jet2holidays announce major expansion for early Summer 24 from Bristol Airport
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Jet2.com and Jet2holidays announce major expansion for early Summer 24 from Bristol Airport More flights and holidays put on sale for Spring to four sunshine destinations as holidaymakers in the South West flock to book some early summer sun. Expansion includes additional capacity to Bodrum and Faro in April, with extra flying perfectly timed perfectly for the Easter holidays Additional capacity added to Ibiza and Larnaca in March too Jet2.com and Jet2holidays have today announced a major expansion to their Summer 24 programme from Bristol Airport, after putting even more flights and...
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Greggs are on approach at Cardiff Airport
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Greggs are on approach at Cardiff Airport SSP and Greggs have partnered to open a new unit at Cardiff Airport on the 4th May 2023 and it is the first reveal of many planned improvements to the passenger experience at Cardiff Airport. For those looking to grab their favourite food and drink on the go, the diverse menu will offer something for everyone, including the iconic Greggs Sausage Roll, and a range of savouries, daily-fresh sandwiches, sweet treats, coffees and juices. The unit is located on the first floor before the security check point, providing a great convenient option for...
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Stansted Express service increase welcomed
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Stansted Express service increase welcomed Rail operator Greater Anglia is boosting Stansted Express rail services as a result of the airport's strong recovery from the COVID pandemic. The number of trains between London Stansted and Liverpool Street will double to four an hour during the morning and evening weekday peaks, from Monday (May 22). Passenger numbers are almost back to pre-pandemic levels, with more than 25 million passing through the terminal in the last year. 2.4 million passengers used the airport in April alone, its busiest month since September last year, and demand...
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