Heinemann report examines evolving passenger expectations

Lennard Niemann, Managing Director of GHARAGE, Gebr. Heinemann's vision hub, emphasizes the need for airports to create engaging environments that encourage exploration and extended dwell time
Gebr. Heinemann's research hub GHARAGE has released a comprehensive study examining how airports can transform from purely functional spaces into environments that enhance passenger satisfaction and drive commercial performance.
The report "Airport Futures: From Function to Feeling" identifies four key areas for improvement based on a mixed-method research study of global travelers and industry stakeholders: transformational travel experiences, inclusive design, sensory engagement and streamlined technology integration.

Amanda Mai Khuong-Duc, Head of Strategic Foresight and Innovation at GHARAGE, led the research study examining how airports can evolve from functional spaces to experiential destinations
"We identified the drivers of passenger happiness to enhance the global airport experience," says Amanda Mai Khuong-Duc, Head of Strategic Foresight and Innovation at GHARAGE. "The question we need to ask ourselves is how can we 'do airports well' together? How can we create spaces, services and products that lower stress, increase satisfaction and actively encourage travelers to arrive early at the airport – not for fear of missing their flight but for fear of missing out on the unique airport experience on offer."

The research points to opportunities in creating spaces focused on rest and wellbeing, better accommodating diverse languages and cultures, improving atmosphere and ambience, and implementing passenger-centric technology solutions. These insights have been developed into 12 strategic recommendations for engaging future travelers.

"Airports need to create environments where travelers want to explore and spend more time," notes Lennard Niemann, Managing Director of GHARAGE. "We must rethink the industry's current business models to embrace profitable innovation that places the traveler at the center."
The report represents the first in a planned series examining shifting traveler preferences and their implications for airport development. As one of the world's largest travel retailers with a 2023 turnover of €3.6 billion (US$3.7 billion), Heinemann operates duty free shops, brand boutiques and concept stores at airports globally.