Held from 8 – 11 September and hosted by Guangzhou Baiyun International Airport, this year’s Summit is themed “Reimagining a People Experience.” The event highlights how airports are embracing AI, biometrics, immersive technologies, and human-centered design to deliver seamless, inclusive, and memorable journeys, while fostering engaging workplaces for employees.
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| Candace McGraw, Chair of the ACI World Governing Board. |
As the world’s fastest-growing aviation market, China provides a powerful setting. The total number of passengers at Chinese airports is projected to exceed 3 billion by 2042—more than double the 2024 figure – and to nearly reach 3.9 billion by 2053.
Program highlights
Opening plenary
- Welcome addresses by:
- Guangzhou Baiyun International Airport Chairman and CEO Wang Xiaoyong
- ACI World Governing Board Chair Candace McGraw
- ACI World Director General Justin Erbacci
Keynote – Welcoming the world: The future of hospitality in the airport universe
- Plaza Premium Group Founder & CEO Song Hoi See
- A forward-looking perspective on how airports are evolving into destinations blending retail, entertainment, and personalized service
Airport CEO panel – The power of people
- Leaders from Aeroporti di Roma, Korn Ferry, and Krakow Airport
- Discussion on how reimagining the passenger and employee experience can drive performance and culture
Cross-industry innovation
- Perspectives from retail, healthcare, technology, and event production
- Lessons on redefining customer experience and actionable insights for the airport environment
Celebrating the world’s best airports for customer experience
A key highlight of the Summit is the ASQ Awards Ceremony on 10 September 2025. Held by ACI World and Amadeus, the event will spotlight the world’s top airports for customer experience – based on nearly 700,000 real passenger surveys collected through the Airport Service Quality (ASQ) program.
The ASQ Awards are based on the aviation industry’s most comprehensive and trusted global measurement program for airport experience. This unique program gathers real-time feedback from travellers through live surveys at airports worldwide. Its rigorous methodology ensures accurate representation of a diverse range of passenger experiences, making it the only survey that enables fair airport comparisons.
This year, 95 airports across 181 awards were given, with ten inducted into the prestigious ACI World Director General’s Roll of Excellence for a decade of outstanding service.
ACI World Director General Justin Erbacci said: “The ACI World Airport Experience Summit is where bold ideas begin to move the world. This is where we turn terminals into stories, technology into meaningful connections, and sustainability into everyday action. The future of the airport experience starts here, with imagination and intent. We are deeply grateful to Guangzhou Baiyun International Airport for so generously hosting this year’s Summit. And to our ASQ Award winners – they set the standard, showing the world what it means to put people at the heart of every airport journey.”
Guangzhou Baiyun International Airport Co., Ltd. Chairman Wang Xiaoyong said: “Guangzhou has long been at the forefront of Chinese aviation. As a hub of reform and openness, Guangzhou’s role as an aviation gateway has continued to grow. Supported by robust economic growth, passenger traffic at Baiyun Airport has risen rapidly. Our airport not only reflects China’s civil aviation but also actively participates in and witnesses the transformation of the global aviation industry.”
“In recent years, Baiyun has been a pioneer in applying AI, putting into practice ‘Embracing AI, Creating New Experiences’ through end-to-end optimization from check-in to boarding. We believe that by combining technological innovation with human-centered care, and by deepening regional coordination and global cooperation, our industry can indeed shape a brighter future. We extend a warm invitation to global partners to join us in charting a new chapter of high-quality aviation development.”
Tags: Justin Erbacci ACI World
