Improving the Airport Passenger Experience

While the traditional goal of an airport is to support flow and efficient transitions between check-in, security, and boarding, today’s terminals do far more than that. Nevertheless, a study at Melbourne Airport revealed that the ease of navigation and wayfinding still play an important role in how satisfied travellers feel (Jiang & Zhang, 2016). But intuitive layouts and guiding passengers through the space itself are just the beginning to improve airport passenger experiences.

Nowadays, airports function as public realms, where shopping centres, restaurants, and luxury lounges come together, and people spend extended periods of time. This shift calls for more than operational design; it requires human-centred environments that balance efficiency with emotions.

A growing number of airports are embracing local culture and identity through spatial storytelling. Whether through interior design, artwork, cultural motifs, or materials, creating a sense of place helps form emotional bonds with passengers. Studies have shown that embedding cultural cues in the design fosters cognitive connections between travellers and their destinations (Isyana, 2023).

Creating this sense of place can also influence their behaviour. When a terminal reflects the values or heritage of its region, it contributes to stronger memories of the place, happier travellers, and even a stronger intent of their return to the destination itself and thereby also to the airport.

Airports are inherently high-stress environments. Long queues, security checks and protocols, potential delays, and crowds can all contribute to elevated anxiety levels and worsen the passenger journey. But recent research highlights how biophilic design, greenery, and eco-conscious architecture can significantly reduce this type of stress.

Studies in Malaysian and Saudi airports (Ariff et al., 2025; Abdel-Gayed et al., 2023) show that biophilic design, including indoor greenery, natural light, and zones designed for relaxation, can improve both well-being and brand engagement in an airport passenger experience. This way, these spaces inspired by nature are more than an airport’s effort of becoming more sustainable; they create a calming atmosphere, restore cognitive function, and humanise an environment that is otherwise characterised by technological features.

Not only does biophilic design improve the airport passenger experience, but travellers actually prefer a design that is inspired by nature in an airport setting. Studies show that roofs with curvature, transparent ceilings for real sunlight, warm-toned materials such as wood, greenery, and soft, ambient lighting are consistently associated with lower stress levels and a heightened sense of comfort (Hasanzade et al., 2022; Van Oel & Berkhof, 2013). Passengers are naturally drawn to these open, calming, and intuitive spaces. They make them feel they are in control and at ease, even with the complexity of travelling involved.

The physical servicescape, including interior layout, lighting, and seating, puts emphasis on the importance of connecting design with emotions to improve the airport passenger experience, resulting in influencing how travellers behave and how loyal they become (Park & Ryu, 2019). In airports where every touchpoint counts, aesthetics and atmosphere become strategic tools for improving both the airport experience and passenger journey.

Even though people tend to travel alone, airports can be social spaces. Lugosi (2011) introduces the idea of “hospitable actions”, which relates to creating moments of shared human expression, even in busy transit hubs. Purposeful seating arrangements, waiting zones, and informal meeting spots can be designed to invite social interaction between strangers. This way, purposeful design can create moments of warmth and connection in otherwise impersonal airport passenger journeys.

Losekoot (2015) describes this as the airport becoming a third space, which is not home, not work, but a public environment where people have the opportunity to create memories, have small encounters with one another, and even share an airport experience together. It’s these subtle moments focused on human interaction that make a terminal memorable.

Providing the option for interaction is important. Well designed furniture and its placement gives passengers a choice. They can decide whether they want to interact with other or whether they want to step back, recharge, and find calm within the bustle. This balance—between moments of connection and spaces for calm creates warmth and humanity in what can otherwise feel like an impersonal airport journey.