Airport Experience® News - Customer Service Issue 2025

OCTOBER/NOVEMBER 2025

Dear Readers,

OCTOBER/NOVEMBER 2025 / V23 N266

When I ask airport leaders what the overarching goals are for their airports, the top answer inevitably involves providing a safe and secure journey for the traveler. But beyond that crucial standard, the next priorities are providing excellent customer service and a memorable airport experience. In recent issues of AXN we’ve tackled trends and developments in airport food & beverage and retail. This month we’re looking at those all-important concepts of customer service and traveler experience. There are new technologies that can aid differently-abled travelers, and new amenities and perks for those who want a bespoke experience. Airports and concessionaires are also expanding their experiential approach in efforts to engage and delight a range of travelers as they move through the terminals. While this issue was being put to bed, the AX team was also beginning to assess the first tranche of nominations for the 2026 AX Awards. We’ve received a good number of nominations that call out the best in airport property management and airport concessions, and we expect many more as the nomination period comes to a close. Then, we’ll settle on a list of finalists and turn it over to our Awards Committee members for voting. We’re also refining the 2026 AX Conference agenda, organizing and reorganizing the experience hall like a Tetris puzzle and working with our sponsors to create memorable experiences for next year’s big event. Back to AXN. Looking ahead, the December/January issue is our Leadership issue. We’ll reveal and spotlight our 2025 Directors of the Year and will also highlight leadership strides and mentorship efforts underway throughout the industry.

BESPOKE AMENITIES EASE TRAVELER JOURNEYS

AIRPORTS CREATE OUTDOOR OASES

CONCESSIONAIRES, SERVICE PROVIDERS ANSWER “EXPERIENTIAL” DEMANDS

Happy Reading,

Carol Ward Editor-in-Chief

Airport Experience News carol@airportxnews.com

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AX NEWS OCTOBER/NOVEMBER 2025