Travel in 2026 isn’t just about getting from point A to B; it’s about redefining the passenger experience. With global air passenger traffic projected to increase to 5.2 billion and U.S travel spending set to hit $1.35 trillion, these journeys are set to reshape passengers’ demands.
But how will they differ from the past? Earlier, passengers prioritized the basics of travelling. For instance, airport passengers valued on-time arrival, affordable fares, and reliable airport baggage handling, whereas transit riders looked for on-time schedules and accessibility. However, airport passengers in 2026 are looking beyond just the basics. The Airport Service Quality (ASQ) Global Traveller Survey shows that passengers now expect more personalized and human-like experiences.
Their journeys must feel effortless, powered by contactless tech, supported by spotless, safe spaces, and enriched with comfort and connection at every touchpoint. Meeting these demands requires more than operational efficiency; it calls for innovation. That’s where airport and transit facilities management help create smarter, seamless passenger experiences that define the future of travel.
Before we dive into the role of facilities management in enhancing the passenger experience, let’s start with the basics.
What is Passenger Experience in Airports and Transit?
Think of it as a timeline or micro-moments that you, as a passenger, experience as you move through airports and transit systems. These include how quickly you clear security, how easily you navigate the terminal, the distance to your gate, and whether helpful staff are available. Each moment can either create comfort or add stress to your travel experience.
What are the Key Airport Passenger Journey Touchpoints?
Do you remember the last flight you took? From the moment you booked your ticket to the time you arrived at your destination, you experienced several key touchpoints. Let’s explore them together.
1. Booking the Ticket
Your passenger experience begins way before you even enter the airport or the transit systems. It starts with browsing flights, comparing prices, and finally hitting that “Book Now” button. This is the first interaction, where convenience, clarity, and trust matter most. Research shows that passengers can feel anxious at this stage, worrying about the cost and process of booking flights.
2. Arrival and Check-In
Your travel day arrives! You roll your luggage into the airport and head toward the check-in counter. Here, facilities management teams are key contributors. Factors like cart availability, clear signage, cleanliness, and the ease of using check-in kiosks, bag tags, and schedules set the tone for your airport experience.
3. Security
Shoes off, laptops out, trays lined up, and you’re silently hoping the line moves fast. This is a critical touchpoint for safety and compliance. Any disruptions in this process can make or break your mood.
4. Waiting Area
Once you go through security, it’s time to head towards the waiting area. Maybe you grab a coffee, browse the duty-free shops, or find a seat near your gate. This is where comfort matters most! Facilities managers make this downtime more relaxing by ensuring ample seating, clean surroundings, good indoor air quality, and convenient amenities.
5. E-gates, Passport Control
At passport control, technology plays a big role in speeding up the process. E-gates are designed to make this experience seamless, reducing wait times and improving efficiency. But when systems fail, the impact is immediate.
This highlights the importance of facilities teams adopting reliable digital solutions. It is not just for convenience but to build passenger confidence and minimize stress throughout the journey.
6. Baggage Claim
Finally, you land at your destination. You head to the baggage claim, scanning the carousel for your suitcase. This last touchpoint is all about reliability, as your journey isn’t truly complete until your bags arrive safely.
What are the Key Transit Passenger Journey Touchpoints?
A transit passenger experience might seem similar to the airport one. However, there are a few key differences in terms of scale, complexity, and the nature of services offered.
1. Trip Planning
Just like air travel, the transit passenger experience begins well before stepping onto a bus or train. You start by checking schedules, routes, and fares, often through apps or websites. At this stage, clarity and real-time information are critical. Modern riders expect integrated trip planners that combine multiple modes of transport and provide live updates.
2. Station Entry
The moment you enter a station, your experience is shaped by accessibility and ease of navigation. Elements like clear signage, functional ticketing kiosks, contactless payment options, and barrier-free entry for people with disabilities are essential.
3. Waiting Areas
Imagine waiting for your bus or train to arrive in extreme weather conditions. Comfortable seating, shelter, climate control, cleanliness, and safety measures matter here. Digital boards that display accurate arrival times and service alerts help reduce uncertainty.
But when these expectations aren’t met, the impact is immediate. This highlights why facilities management teams should create well-designed waiting areas. It’s not just for comfort but for safety and building trust in the transit system.
4. Onboard Experience
Once onboard, you expect a smooth, comfortable ride. This includes clean interiors, adequate seating, and reliable connectivity for work or entertainment. Increasingly, in 2026, riders are looking for sustainability features like electric buses or energy-efficient trains, reflecting their environmental values.
5. Transfers & Exits
For many, the journey doesn’t end at one stop. Transfers between lines or modes of transport must be seamless, with clear wayfinding and minimal walking distances. At the exit, factors like escalator availability, elevator access, and proximity to last-mile options complete the experience. Poorly managed transfers can turn an otherwise smooth trip into a stressful one.
What Are the Key Passenger Experience Drivers?
Several core drivers create a positive passenger experience. Many of which are controlled or enhanced by facilities management providers.
1. Cleanliness
Imagine stepping into a transit station that smells unpleasant. You’d think twice about returning, right? Travelers equate cleanliness with safety and professionalism; a spotless environment builds trust. That’s why transit systems like Seattle’s focus on rigorous cleaning programs to keep riders moving confidently every day.
2. Efficiency of Movement
Navigating a crowded terminal with unclear pathways can be quite stressful and may slow you down. With clear, well-designed flows through stations and airports, this confusion is eliminated. It makes the journey smoother and more enjoyable.
3. Comfort
Details like lighting, temperature, seating, and noise levels shape the passenger experience. It shapes how welcome and relaxed they feel. Overall, a comfortable environment turns waiting time into a pleasant experience.
4. Reliable Infrastructure
“The escalator at XYZ station is out of order.” A message like this can instantly disrupt a passenger’s journey. Travelers depend on elevators, escalators, signage, and washrooms to work seamlessly. Keeping these essentials in top shape isn’t optional; it’s critical.
5. Safety
Well-lit spaces, hazard-free environments, and visible security measures are key. When passengers feel protected, they’re more likely to choose transit, be it day or night.
6. Responsiveness
Things go wrong sometimes, but what matters is how quickly facilities teams address any issues. Rapid, visible action reassures passengers that their experience is a priority.
What are the Biggest Pain Points in Passenger Experience?
- Crowded entry points caused by unclear signage or poor wayfinding
- Unclean washrooms are one of the biggest detractors of airport passenger experience
- Broken elevators, escalators, or ticket machines that disrupt movement
- Dim lighting or uncomfortable spaces that feel unsafe
- Congestion at gates, platforms, or transfer zones
- Slow response to spills or safety hazards
- Limited accessibility features for seniors, families, or travelers with mobility needs
How Facilities Management Improves Passenger Experience
Facilities management providers play a critical role in shaping the experience in both airports and transit systems. Here’s how:
A) Airports – Elevating the Airport Passenger Experience
1. Smart, Sensor‑Driven Cleaning
IoT-enabled technology in washrooms and public areas directs cleaning efforts using real-time usage data, not outdated schedules.
2. Predictive Maintenance
Smart airport facilities teams use predictive tools to fix potential equipment failures before they affect passenger experience.
3. Integrated Command Centres
Centralizing data, which includes facility issues, crowding insights, and cleaning alerts, helps teams respond faster and keep operations smooth.
4. Improved Wayfinding
Clean lines of sight, signage, lighting cues, and de‑cluttered spaces guide travelers naturally through the airport.
5. Queue Flow Optimization
Effective queue management reduces stress and minimizes crowding across security, customs, and boarding gates.
6. Accessibility
Maintaining ramps, elevators, tactile flooring, and accessible washrooms ensures the airport supports all travelers equally.
B) Transit Systems: Strengthening the Transit Experience
1. Frequent Touchpoint Cleaning
High-use surfaces like railings, seats, and kiosks need proactive cleaning to maintain rider confidence.
2. Real-Time Hazard Reporting
Mobile platforms allow operators and maintenance staff to respond instantly to spills, debris, or equipment issues, improving the daily transit experience.
3. Crowd and Flow Management
Facilities teams ensure station layouts support safe and efficient movement during peak hours.
4. Reliable Infrastructure
Functioning elevators, escalators, and signage are essential for a smooth transit experience, especially for commuters who rely on punctuality.
5. Environmental Comfort
Ventilation, lighting, heat, and cooling significantly influence how comfortable riders feel during their trip.
The Future of Passenger Experience
Looking ahead, passenger experience will continue to evolve. Here are some of the main trends that will impact it:
1. Predictive Maintenance
AI predicts failures in baggage conveyors and escalators. This allows a maintenance team to fix issues before they disrupt the terminal. Facilities managers make it happen by installing IoT sensors, linking assets to predictive platforms, and acting on insights to schedule maintenance proactively. The result? Fewer breakdowns, smoother journeys.
2. Personalization at Scale
Passengers increasingly want contactless, ready‑to‑fly solutions (remote check‑in, off‑airport bag drop, biometrics) and human support when needed. Their willingness to use biometrics has increased to 75% in recent surveys. This only reflects demand for faster, seamless journeys.
3. Energy Optimization
Imagine an airport that feels perfectly comfortable while quietly cutting its carbon footprint—that’s the power of AI. Digital twins and machine learning don’t just adjust lighting and HVAC; they predict, adapt, and optimize for peak efficiency. These smart controls enable passengers to enjoy a stress-free, sustainable environment without even noticing the tech behind it.
Why Passenger Experience Will Continue to Matter
While global air travel is surging, with billions of passengers expected in the coming years, North America is witnessing a dip in transit ridership. Both scenarios underscore one truth: leveraging passenger experience to create better facilities is critical. For airports, this means seamless journeys powered by technology and human touch. For transit systems, it’s about reimagining spaces and services to attract riders back. In both cases, investing in comfort, convenience, and personalization is the goal.
If you are ready to upgrade your airport and transit facilities, explore how Dexterra can help.