How Airports Can Solve Overcrowding and Elevate the Passenger Experience with Premium Services and Smarter Design

• How traveler expectations are shifting – Learn why 66% of surveyed passengers feel airports are more crowded and how that’s driving demand for lounges, premium services, and digital solutions.
• Creative space utilization strategies – Discover how airports can better use underutilized areas—like mezzanines and basements—for high-impact experiences without requiring costly expansions.
• The rise of the affluent leisure traveler – Understand why this passenger segment is so commercially important and how airports can better cater to their needs.
• The future of airport retail and loyalty programs – Hear how airports can evolve concessions with flexible, locally branded concepts and implement loyalty strategies that rival those of airlines.
• Why digital transformation is no longer optional – Explore how digital tools—from unified apps to dynamic pricing—can improve passenger flow, satisfaction, and airport revenue.

In this episode of AviationPros Podcast, Chris Gwilliam, SVP of Global Business Development at Airport Dimensions, breaks down findings from the new Airport Experience 2025 (AX25) report. With 66% of travelers saying airports are more crowded than two years ago, the episode explores how terminals can adapt by optimizing underused space, introducing premium services like lounges and fast track, and building seamless digital experiences.

You’ll learn how affluent leisure travelers are reshaping airport strategies, why pop-up lounges and local retail matter more than ever, and how digital tools like dynamic pricing and unified apps can drive both satisfaction and spend.

You can read the entire AX2025 report here: https://airportdimensions.com/news-and-insights/ax25