Mobile friendly airport websites report

by Michael Meloni • October 6, 2017

With 60% to 80% of airport website traffic coming from people using smartphones, there has never been a more urgent time than now for airports to embrace mobile friendly web design. To find out how airports are faring I’ve again compared 100 global airports on how mobile friendly their websites are (in short: is their […]

The role of airports in entertaining customers?

by Michael Meloni • May 30, 2017

Visiting an airport is like riding a roller coaster for many passengers, even seasoned flyers, because there’s a constant rise in tension. They arrive at the terminal stressed after searching for a car park and then battle a busy check-in area only to find another queue at the check-in counters. Then it’s another queue at […]

7 airport WiFi business models: What’s best for your airport?

by Michael Meloni • March 29, 2017

A couple of months ago I had a extremely poor WiFi experience at a major international airport. I needed to find a Vodafone store so I jumped onto the airport’s free WiFi hoping to search their website. I handed over some mandatory personal details, endured an onslaught of vague error messages and eventually connected… only […]

The 2017 list of airport and airline Valentine’s Day marketing

by Michael Meloni • February 16, 2017

Some airlines and airports went all out celebrating Valentine’s Day this year, while others kept it short and sweet. Heartfelt stories from travellers naturally performed well and passengers were smitten for those that dished out free chocolates. I particularly like Virgin America’s combination of social awareness and a Spotify playlist created for singles wanting to escape […]

LAX live stream on Instagram

Airport and airline live streaming on social media

by Michael Meloni • January 24, 2017

As of 2017, Facebook, Twitter and Instagram all allow users to live stream video content. It’s simple: Open the app, click stream and you’re connected with your followers. Each are notified that you’re live and will see and hear whatever you point your phone at. If you’re an airport or airline with hundreds, thousands or […]

Changi Airport Pokemon Christmas

2016 airline and airport Christmas marketing: Who did it best?

by Michael Meloni • December 20, 2016

If there’s one time of the year that lends itself to aviation marketing and lots of goodwill, it’s Christmas. 2016 has been no exception. Here’s a look at what international airlines and airports did this festive season to make the lives of their customers or those less fortunate a little brighter. On the ground: Changi […]

Airline and airport social customer service

Is social customer service next for your airport?

by Michael Meloni • November 29, 2016

Airlines have long used Twitter and other social media to provide a customer service channel to their customers. Every month Twitter users send over 100,000 questions, complaints, and comments to major US airlines. The appeal for consumers is the near-instantaneous nature in which they get a response from companies using social.   Airports on the other […]


The website mistake 33% of airports are making that drives travellers nuts

by Michael Meloni • November 22, 2016

Back in 2012, roughly 15-20% of airport website traffic was coming from smartphones and tablets. In 2013 I watched it move to around 25%. Now it’s well over 50%. That’s no surprise, people pull out their phone when they travel, not their PC. “It’s one thing to be mobile friendly, but it’s another to be […]

Flight departure screens can be personal too

by Michael Meloni • November 1, 2015

Watch passengers closely as they stand around airport departure screens trying to pinpoint which gate their flight leaves from. They will stare for at least 30 seconds before they find what they need to know, and if the airport did its job well they’ll walk away (hopefully) in the right direction. But the right direction […]

What makes a great airport website

by Michael Meloni • October 26, 2014

It’s easy to forget how much preparation is needed before we embark on a trip. A journey from the hotel to the airport can sometimes be as time consuming as the flight itself. When travellers are uncertain about something they will turn to the website of their departure and arrival airports for help. Here lies […]