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Customer Experience

Two travelers smile and talk to a security officer at an airport security checkpoint, with their bags placed on the conveyor belt for screening, reflecting a positive airport customer experience.

Aug 28, 2026

Customer Experience

Airport Customer Experience: How Malta International Airport Built a Feedback Loop That Works

Travellers in the airport

Jun 4, 2026

Customer Experience

Continuity is the New Seamless. Trust is the New UX

A person stands by airport windows with a suitcase, taking a photo of planes on the tarmac. Red text overlay reads: COVID-19 Pandemic, ACI World Update, ACI Insights Article.

Jul 6, 2020

Customer Experience

COVID-19: What to expect from your next journey at the airport Read more

Silhouettes of travelers with rolling suitcases walk through an airport terminal at sunset, with a plane taking off in the background. Red banner text reads: COVID-19 PANDEMIC - ACI World Update, ACI Insights Article.

Jun 19, 2020

Customer Experience

COVID-19: Restoring passenger confidence amid the crisis Read more

A row of self-service check-in kiosks at an airport, with a set of blue suitcases placed on one of the conveyor belts. The area is clean, modern, and mostly empty.

Jun 12, 2020

Customer Experience

Making the Journey Contactless in a Post COVID-19 World Read more

An air traffic control tower at an airport during sunset, with a plane taking off in the background. A red box contains the text: COVID-19 Pandemic – ACI World Update, ACI Insights Article.

Jun 8, 2020

Customer Experience

COVID-19: Brussels Airport Staff Show Their Persevering Spirit as Recovery Commences Read more

A woman scans a digital QR code on her smartphone at an airport. The image features a red overlay with the text “COVID-19 PANDEMIC - ACI INSIGHTS ARTICLE” on the left side.

Jun 5, 2020

Customer Experience

COVID-19: The Future of Self-Service is Touchless Read more

A large group of people in formal attire celebrate on stage at an awards event. A prominent red banner with white text reads, “COVID-19 PANDEMIC.” A screen in the background displays “Customer Experience Global Summit.”.

Jun 2, 2020

Customer Experience

COVID-19: Celebrating Leaders in Airport Customer Experience as Expectations Change Read more

Silhouettes of three people stand inside an airport terminal at sunset, with large windows showing the orange sky and sun near the horizon. Reflections stretch across the shiny floor.

May 29, 2020

Customer Experience

Travel After the Pandemic: The Growth of Remote and Touchless Identity Services Read more

People walk with luggage through a spacious airport terminal with yellow “Departures” signs, illuminated screens, and shops along the sides. Some travelers head towards gates D, while others move in different directions.

May 20, 2020

Customer Experience

Planning the “New Normal” Passenger Experience: Defining Effective Protective Measures Against COVID-19 at Airports Read more

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