SKYTRAX WINNERS must consider how each part of the journey contributes to the overall experience.” The results are hard to argue with. Melbourne Airport, and its team of 18,000 people, won the Best Airport in Australia & Pacific for the second year in a row at the 2024 awards. Similarly, iGA Istanbul was awarded in two areas – World’s Best Airport Dining Experience and the Best Airport in Southern Europe. Artistic flair Another defending champion from the 2024 Skytrax awards was Vancouver International Airport, which was named Best Airport in North America once again. To wow the 24.9 million passengers that passed through its doors in 2023, the airport sought to create a distinct sense of place. It looked to artwork that could highlight its cultural heritage and the traditional, ancestral and unceded territory of the Musqueam people. One particularly show-stopping initiative was a 30ft (9m) oceangoing canoe, which was handcrafted by Melbourne Airport’s Stepping Forward program ensures all airport staff are trained to help ease the passenger experience For Jim Parashos, chief of aviation at Australia’s Melbourne Airport, the answer is simple. “Something we often talk about internally is the importance of relentless prioritization,” he says. “It’s easy to get distracted from our core function as an airport – adding value for our airlines, travelers, shareholders and the city of Melbourne. For example, our data highlighted how important baggage and wayfinding are to our passengers right now, so we recently introduced digital wayfinding maps that guide travelers through the terminal and let them pre-plan their trip on their mobiles. We’re also considering a solution that provides estimated baggage wait times.” “Being an award-winning airport is not a singular achievement, but rather the culmination of years of strategic planning, innovative thinking and a relentless focus on customer satisfaction,” agrees Server Aydin, chief of digital services and commercial officer at iGA Istanbul Airport. “From the moment travelers enter the terminal to the time they board their flight, every touchpoint must be meticulously designed and executed. It’s not enough to excel in just one area; you It’s not enough to excel in just one area Server Aydin, iGA Istanbul Airport iGA Istanbul Airport set a 2024 investment target of €656.5m (US$706m) in February 2024, ahead of its Skytrax win in Germany in April 2024 BELOW & RIGHT 20 Passenger Terminal World SHOWCASE 2025 www.PassengerTerminalToday.com
Passenger Terminal World Passenger Terminal World Annual Showcase 2025: Page 20
