Airport Dimensions: Connecting physical and digital experiences to unlock airport growth

The following article was published by Future Travel Experience

How Airport Dimensions – a Gold Sponsor at APEX FTE EMEA and Ancillary & Retailing 2026 – is helping airports create more connected, personalised and commercially sustainable passenger journeys.

Airport Dimensions – a Gold Sponsor at APEX FTE EMEA and Ancillary & Retailing, taking place in Dublin on 9 to 11 June 2026 – is a leading global airport experience provider, designing and operating premium passenger experiences that help airports strengthen customer satisfaction, unlock commercial value and respond to evolving traveller expectations. “Our portfolio spans lounges, sleep solutions, digital products and other premium passenger services, delivered through partnerships with more than 50 airports globally,” explains Chris Gwilliam, Chief Growth Officer, Airport Dimensions. “What differentiates us is our ability to combine operational expertise, hospitality and passenger insight to create more seamless, connected journeys.”

As airports increasingly focus on experience-led growth, Airport Dimensions sees significant opportunity to bridge physical and digital experiences in ways that improve both passenger outcomes and airport performance.

“APEX FTE EMEA and Ancillary & Retailing brings together many of the conversations shaping the future of aviation – from AI and digital transformation through to retailing, commercial innovation and evolving passenger expectations,” says Gwilliam. “Airport Dimensions’ latest Airport Experience Study highlights many of these emerging trends, including growing demand for premium and experience-led travel, with global lounge usage reaching 52% as travellers increasingly prioritise comfort, convenience and personalisation. For us, this is an important opportunity to share insight, strengthen partnerships and contribute to discussions around how airports can create smarter, more connected and commercially sustainable passenger experiences.”

Jeff Livney, VP for Business Development – Digital Products, Airport Dimensions, is participating in a conference session at APEX FTE EMEA and Ancillary & Retailing titled ‘Creative strategies to boost airport commercial performance while creating memorable customer experiences’. “One of the key themes we will explore is how commercial performance and passenger experience increasingly go hand in hand,” Gwilliam shares. “Passengers expect more seamless and personalised journeys, while airports are looking to maximise engagement and revenue opportunities across the passenger experience. Jeff will discuss how digital platforms, integrated services and data-driven personalisation can help connect those priorities more effectively. That includes Connecta, Airport Dimensions’ digital platform ecosystem, designed to create more connected airport experiences by linking passenger touchpoints, services and engagement opportunities in a more intelligent way.”

Airport Dimensions will also share insights from its latest research, which highlights growing demand for more connected and digitally enabled airport journeys. For example, 94% of its surveyed travellers are open to a digital relationship with an airport while only 35% are currently engaged with airport digital platforms. This presents a significant opportunity for airports to invest in digital platforms that improve both the customer experience and drive commercial performance.

Airport Dimensions continues to expand both its global footprint and its range of passenger experiences as traveller expectations evolve. Alongside continued growth across its global lounge portfolio, Airport Dimensions is strengthening its presence in key growth markets, including Latin America, where it recently opened lounges in Lima’s new international airport, and Asia Pacific, where it recently formed a joint venture partnership with Blue Sky to develop a strong network in Indonesia, while expanding into connected services and digital capabilities that support more seamless end-to-end experiences.

Chris Gwilliam, Chief Growth Officer, Airport Dimensions: “What differentiates us is our ability to combine operational expertise, hospitality and passenger insight to create more seamless, connected journeys.”

“A major area of focus is the continued evolution of our digital ecosystem, helping airports better engage passengers before, during and after travel through more integrated and personalised experiences,” Gwilliam explains. “We are investing in this technology both to help improve our in-lounge experience as well as support airports to develop an airport wide seamless journey for passengers. We are also seeing strong momentum around premium and experience-led travel services globally, influencing how airports think about hospitality, ancillary services and passenger engagement more broadly. At the same time, our lounges and hospitality experiences continue to receive industry recognition, reflecting both the strength of our partnerships and the operational excellence of our teams worldwide. In 2025 we received more than 30 industry awards across our product portfolio.”

Passengers increasingly expect airport experiences to feel more connected, intuitive and tailored to their needs. Airport Dimensions’ latest ‘Airport Experience Study’ also highlights growing demand for more seamless and digitally enabled journeys, particularly around convenience, access and personalisation. “Our approach combines physical experiences – including lounges, hospitality and sleep stations – with digital capabilities that simplify, reduce friction and enhance the passenger experience,” says Gwilliam. “That starts with our lounges and hospitality offerings, designed to deliver a premium experience while giving passengers greater choice in how they spend their time at the airport.”

At the same time, digital capability is becoming increasingly important in creating seamless journeys. Through Connecta, an evolving digital platform ecosystem, Airport Dimensions is focused on connecting services, access and engagement touchpoints in a more intelligent and personalised way. The aim is to simplify the passenger experience while helping airports better understand and respond to traveller behaviour. Ultimately, the goal is to create more seamless and rewarding experiences for passengers while supporting stronger commercial outcomes for airports and partners.

“FTE events bring together a uniquely broad mix of airport, airline, hospitality and technology leaders, creating genuinely valuable conversations around the challenges and opportunities shaping the future of travel,” says Gwilliam. “This year, we are particularly interested in discussions around the application of AI and the role of technology in connecting journeys and transforming airport retail – especially how these can create more personalised passenger experiences while also driving operational and commercial value. Those conversations are highly relevant to Airport Dimensions as we continue evolving our role within the wider aviation landscape. The aviation industry is evolving quickly, and collaboration will be critical in shaping smarter, more connected passenger journeys. We look forward to discussing how the industry can work together to deliver more seamless and commercially valuable airport experiences. We would encourage attendees to connect with our team throughout the event, attend Jeff Livney’s session and reach out directly to arrange conversations during the conference. The aviation industry is evolving quickly, and collaboration will be critical in shaping smarter, more connected passenger journeys. We look forward to discussing how the industry can work together to deliver more seamless and commercially valuable airport experiences.”

Hear more from Airport Dimensions at the co-located APEX FTE EMEA and APEX FTE Ancillary & Retailing events, taking place in Dublin on 9-11 June 2026. Jeff Livney, VP for Business Development – Digital Products, Airport Dimensions, is participating in a session focused on ‘Creative strategies to boost airport commercial performance while creating memorable customer experiences’.

Register for the co-located APEX FTE EMEA and APEX FTE Ancillary & Retailing events – free for airlines, low-cost for airports >>