Ioanna Papadopoulou, Director of Communications and Marketing, Athens International Airport Highlights on Measuring Passenger Emotional Engagement using AI

Thursday, November 28, 2024

Athens International Airport (AIA) is setting new benchmarks in the aviation industry with its record-breaking recovery, innovative passenger engagement initiatives, and ambitious sustainability goals. At Routes World 2024 in Bahrain, Ioanna Papadopoulou, Director of Communications and Marketing at AIA, shared exclusive insights with Travel And Tour World about the airport’s transformative journey.

Post-Pandemic Growth and Passenger Recovery

While many airports worldwide are still striving to return to pre-pandemic traffic levels, Athens International Airport has surpassed expectations. In 2023, the airport recorded a 10.2% increase in passenger traffic compared to 2019, a record year for global travel. This momentum continued into 2024, with the first nine months witnessing a 13.9% growth, equating to a staggering 23% overall increase versus pre-pandemic numbers.

Ioanna highlighted the satisfaction of airline partners with these developments, noting that strong market yields and rising passenger numbers demonstrate Athens’ growing appeal as a premier travel hub.

Innovation at the Heart of AIA’s Strategy

Innovation remains a cornerstone of Athens International Airport’s operational strategy. Ioanna discussed a pilot project with a Canadian startup aimed at measuring passenger emotional engagement using AI-powered dashboards. This initiative provided real-time feedback on emotional responses at key touchpoints throughout the passenger journey, enabling targeted improvements to enhance customer satisfaction.

Complementing this, the airport conducts extensive market surveys 24/7, ensuring a deep understanding of passenger needs and preferences. AIA also employs advanced artificial intelligence to segment passenger categories, allowing the airport to tailor its services more effectively to its diverse clientele.

Sustainability Goals: Route 2025

AIA is at the forefront of sustainability in aviation with its Route 2025 Project, an ambitious initiative to achieve Net Zero carbon emissions by 2025—25 years ahead of the global aviation sector’s 2050 target.

The project involves significant investments in clean energy production and consumption, with the airport planning to fulfill all its energy needs through solar parks. Ioanna emphasized that this investment persisted even during the pandemic, showcasing the airport’s unwavering commitment to environmental responsibility.

By becoming both a producer and consumer of clean energy, AIA is setting an example for the aviation industry, demonstrating that sustainability and operational excellence can go hand in hand.

Passenger-Centric Innovations

Athens International Airport’s focus on passenger experience goes beyond infrastructure. The airport integrates cutting-edge technology to deliver seamless journeys. Ioanna highlighted initiatives like AI-driven real-time passenger feedback systems and improved touchpoints, ensuring travelers have a stress-free experience from arrival to departure.

Future Outlook and Opportunities

Ioanna’s insights at Routes World 2024 underline Athens International Airport’s vision of continuous growth and innovation. The airport’s robust recovery, passenger-focused innovations, and environmental leadership position it as a key player in the global aviation sector.

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