Future Passenger Journey and Customer Experience

Contact Training Department

Jenny Bradley
Jenny BradleyHead of Training
+49 30 45803177training@airsight.de


Unprecedented global aviation growth presents a unique challenge to the way airports are designed and operated. New emerging concepts and advanced processing technology are transforming passenger experience.

Airport operators need to embrace the trend towards smarter, more efficient approaches that deliver additional capacity whilst enhancing the passenger experience.

This specialised two-day course introduces participants to the latest industry consensus through a blend of best practice from major international airports and insights from IATA and ACI.

The course focuses on the trends towards increased self-service in order to extend passenger control throughout their entire journey, the increasing importance of biometric technology to automate passenger identity authentication and the use of measurement tools to enable real-time monitoring and operational decision making.

Participants will gain a comprehensive overview of the most relevant industry projects such as the NEXTT programme- IATA’s exploration of the future passenger and baggage journey, and Smart Security - the move towards risk-based passenger and baggage screening which aims to safeguard aviation security whilst continuing to enable sustainable growth through the world’s airports.



Course Details

Location: In-house
Language: English
Duration: 2 days

Course Content

The course contains presentations on all main topics, which will be supported by case studies and discussions.


  • Global growth and the need for change
  • The 21st century passenger’s expectations
  • The differing needs of airports and airlines

Industry policy and best practice

  • IATA’s Passenger Experience and NEXTT programmes
  • The evolution of today’s digital journey
  • Recommended practices and standards

The move towards self-service and automation

  • The trend towards off airport processing
  • Successful implementation of self-service, including bag drops, boarding pass verification, boarding and Immigration checks
  • The drive for automation of passenger identity check – why and how
  • Measuring the real-time passenger journey

The implications for your airport

  • Establishing the right mix of solutions for your airport
  • Delivering the benefits you require for your customers

Course Targets: upon completion of this course, participants will be able to:

  • Understand the differing needs of passengers, airlines and airports
  • Recognise the formal industry policies and recommended practice (IATA, ACI) in place to support self-service
  • Understand the emerging solutions that are being offered at the world’s leading airports today
  • Understand what to measure and how this can support an improved, more resilient operation
  • Establish the right mix of concepts to meet your own airports’ needs


Neville Coss

Neville is highly proficient in operations planning in airport, airline and air cargo environments.  He is passionate about working with clients to identify ways technology can enhance passenger experience, enable business growth via providing a competitive advantage, open up new markets, enable change or reduce costs.

Neville combines process engineering and analytical skills with a comprehensive understanding of client industries, and his commissions have delivered operational change and provided clear direction to project stakeholders.

Currently, Neville is supporting Heathrow Airport on their Expansion programme, developing the future operating concept for the expanded Heathrow, by reviewing existing best practice and blue-sky future concepts from within and outside the aviation sector. 

Mark Walker

Mark is an accomplished and dynamic business change leader with a passion for process improvement, operational excellence and innovation.  During his time at HAL, he founded and led Heathrow’s programme of technology improvements to simplify and streamline passenger processes in line with best practice around the world.  Mark developed an innovative end-to-end future passenger process for Heathrow and led a series of ‘proof of concept’ trials that allowed generation of a comprehensive business case, securing Heathrow board and airline endorsement for £60m expenditure over 5 years.

Mark has recently spent two years working for the airline community at Heathrow  (Airline Operators Committee) shaping the airport’s future self-service proposition and articulating the role that biometrics will play in this process.  He is currently working for Star Alliance planning a common self-service proposition in Heathrow’s T2 for up to 24 airlines and supporting Manchester Airport Group with operational readiness activities and process definition for a variety of areas (including check-in) for the Manchester Airport Transformation programme.

Target Group

  • Airport Managers
  • Programme and Project Delivery Managers
  • Digital IT and Innovation Managers
  • Strategic Growth and Capacity Planners

Organisational Details

The course hours are scheduled as follows:

first training day: 10:00 am - 6:00 pm
last training day: 8.00 am - 4:00 pm

At the end of the course, all participants will receive an airsight certificate based on EASA training regulations, which is highly recognized throughout the aviation industry.

About airsight Training

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