Terminal OPS as the core of passenger experience

International Airport Review
Christian Esterhammer & Joern Krafft
17 Mar 2026

In today’s competitive airport industry, passenger experience fundamentally depends on well-planned and executed terminal operations.

Terminal Operations have long been perceived as a facilitation platform based on requirements such as ICAO Levels of Service (LoS). However, in today’s competitive airport industry, where airports are striving to provide the best possible passenger experience, it is important to recognise that excellent passenger experience is not solely dependent on punctuality and quick baggage delivery.

The terminal is not just a transit hub; it is also the primary platform for guest experience. Every process, from check-in and security to baggage handling and commercial services, must be designed to create an enjoyable journey. Happy passengers spend more, come back, and recommend the airport, which has a direct impact on commercial revenue and reputation...

Terminal OPS as the core of passenger experience - International Airport Review - 17 Mar 2026