Global aviation leaders, customer experience specialists and travel industry professionals have gathered in Istanbul for the eighth edition of the ACI World Airport Experience Summit. Hosted by iGA Istanbul Airport from August 31 to September 4, the event is bringing together nearly 800 delegates to discuss the next era of passenger experience and human-centred travel.
Nearly 800 Delegates
Aviation leaders, airport executives and customer experience experts are attending the global summit in Istanbul.
August 31 - September 4
The ACI World Airport Experience Summit is taking place at iGA Istanbul Airport over five days.
Airport Experience: The New Era
This year's theme focuses on human-centred travel and the future of passenger experience at airports.
Passenger Experience Takes Centre Stage
The summit is examining how airports can place passengers more firmly at the centre of their services, organisational culture and infrastructure. Discussions cover hospitality, passenger wellbeing, accessibility, wayfinding, employee experience, local identity and the increasing role of technology in improving the airport journey.
A More Human-Centred Airport Experience
The summit highlights a growing industry shift toward designing airport services around passenger needs, comfort, wellbeing and overall travel experience.
More Than 100 Airports to Be Recognised
One of the main highlights of the event will be the Gala and Awards Ceremony on September 2. More than 100 high-performing airports will be recognised for their achievements in customer experience.
100+ Airports
More than 100 airports will be recognised for strong performance in customer experience.
ASQ Awards
The awards are based on ACI World's Airport Service Quality programme and passenger satisfaction results.
20th Anniversary
This year also marks the 20th anniversary of ACI World's Airport Service Quality programme.
Airports that have reached important milestones under the Airport Customer Experience Accreditation programme will also be recognised during the ceremony.
Passenger Traffic Expected to Nearly Double
ACI World Director General Justin Erbacci highlighted the importance of continued investment as global passenger traffic is expected to almost double over the next two decades. He said new infrastructure will remain essential, but airports will also need to create spaces that respond more effectively to human needs and passenger wellbeing.
Beyond Processing Passengers
Erbacci said the aviation industry is moving away from seeing airports only as places where passengers are processed and is placing greater emphasis on understanding how travellers feel and behave throughout their journeys.
Erbacci also described Istanbul as a major global hub connecting East and West and praised IGA Istanbul Airport for combining operational performance with a strong focus on passenger experience.
European milestone: IGA Istanbul Airport is currently the only airport in Europe to have achieved the highest level of ACI's Customer Experience Accreditation.
Bilgen: Passenger Experience Is at the Heart of Our Vision
IGA Istanbul Airport CEO Selahattin Bilgen said hosting the summit provides an important opportunity to bring the global aviation community together and exchange ideas about the future of airport services.
Understanding the Passenger Journey
How passengers move through the airport, interact with services and feel during their journey plays an important role in the airport's development.
Sharing Ideas and Innovation
Bilgen said the summit gives aviation leaders a platform to exchange knowledge, inspire innovation and contribute to new industry standards.
More Than 60 Speakers on the Programme
The summit features more than 60 speakers representing major international hub airports, regional airports, travel technology companies and the hospitality sector. Sessions will explore ways to reduce traveller stress, improve accessibility and wayfinding, strengthen employee experience, integrate local culture into airport environments and use technology to create smoother journeys.
60+ Speakers
Experts from airports, technology companies and the hospitality sector are taking part in the programme.
Cirque du Soleil Keynote
Florent Bayle-Labouré will deliver a keynote address on creating emotional impact at scale.
Talent & Growth Seminar
A dedicated seminar will focus on workforce development and building resilient, high-performing teams.
Summit Continues Through September 4
The programme also includes dedicated customer experience workshops supported by Cirque du Soleil. The ACI World Airport Experience Summit will continue at IGA Istanbul Airport through September 4.
By bringing together airport leaders, customer experience specialists and travel industry professionals, the summit aims to help shape a new generation of airport services focused on efficiency, wellbeing and a more human-centred passenger journey.
