Hosted by iGA Istanbul Airport from 31 August to 4 September, the event is focused on the development of passenger experience across the global airport sector.
Under the theme “Airport Experience: The New Era”, the Summit is examining the next stage of human-centred travel, including the role of hospitality and the ways airports are incorporating passenger needs into operations, organisational culture and service delivery.
A Gala and Awards Ceremony on 2 September will recognise airports for customer experience performance. More than 100 airports will receive ASQ Customer Experience Awards, while other airports will be recognised through ACI’s Customer Experience Accreditation programme.
The ceremony also marks the 20th anniversary of ACI’s Airport Service Quality programme, which serves as the basis for the ASQ Customer Experience Awards and is used as an international benchmark for airport passenger satisfaction.
Justin Erbacci, ACI World Director General, said: “As global passenger traffic is forecast to nearly double over the next two decades, building and investing in new infrastructure remains essential. However, our future also relies on infusing those spaces with genuine hospitality. As an industry, we are increasingly designing around human needs and wellbeing, moving beyond simply processing people to truly understanding them.
We are proud to open this Summit, in Istanbul, Türkiye, a vibrant global hub connecting East and West. iGA Istanbul Airport truly demonstrates how operational excellence and passenger experience coexist naturally. As the only airport in Europe to achieve the highest level of ACI’s Customer Experience Accreditation, it serves as a great example of an entire airport community aligned around a shared commitment to the traveller.”
Selahattin Bilgen, CEO of iGA Istanbul Airport, said: “It is a pleasure to welcome the global aviation community to iGA Istanbul Airport for the Airport Experience Summit, in partnership with ACI World. As Europe’s busiest airport by passenger volume, passenger experience remains at the heart of our vision. Understanding how passengers travel, interact and feel throughout their journey guides how we design, operate and continuously evolve our services to meet the needs of travellers from around the world.
“By bringing together industry leaders from across the aviation sector, this Summit provides a unique platform to share insights, inspire innovation, and shape the future of airport experience. Together, we can help set new standards for the industry and ensure every journey is as efficient and enjoyable as possible.”
The programme includes a keynote address by Florent Bayle-Labouré, Chief of Staff and Strategy at Cirque du Soleil, focusing on designing emotional impact at scale.
More than 60 speakers from major hub airports, regional gateways and companies operating across the travel technology and hospitality sectors are participating in the Summit.
Sessions cover employee experience, traveller stress reduction, wayfinding, accessibility, the integration of local culture and identity into airport environments, and the role of technology in supporting passenger services.
The programme also includes dedicated customer experience workshops featuring input from Cirque du Soleil on passenger journeys and experience design. A Talent & Growth Seminar is focusing on workforce development and the creation of resilient, high-performing airport teams.
The Summit will also include recognition of airports receiving the ASQ Customer Experience Awards, sponsored by SITA, as well as airports achieving Airport Customer Experience Accreditation.
Tags: Selahattin Bilgen, iGA Istanbul Airport Justin Erbacci, ACI World
