Nora Immonen

Nora Immonen is head of commercial services at Finavia/Helsinki Airport, responsible for concept development and implementation including retail, food and beverage, services, parking at the heavily expanding and growing Helsinki Airport.

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Panel discussion: How to ‘humanize’ airports and make them more intuitive

This panel session will reveal future strategies that can positively impact non-aviation revenue by making airports more human and less like machines. It will specifically explore how we can develop intuitive, stress-free, emotionally engaging airports that offer a new and futureproofed approach to the commercial experience while responding to passenger expectations and their different missions and physical and emotional states. The panel will provoke dialogue on how an airport can drive passenger comfort, engagement, dwell and spend while considering biophilic design, multisensory environments, ‘soft spaces’, tactility, psychological triggers, visual noise, vistas, visibility and the power of beauty.

The audience will learn:

• How an airport can create truly positive passenger sentiment and become a ‘love brand’
• How airports can become healthy places
• How ‘humanizing’ airports can increase non-aviation revenue
• How we can create airports that are intuitive and stress-free
• How airports can be positive beacons in their local communities

PLATINUM SPONSOR: Elevating the passenger experience

Airports are undergoing a profound transformation, emerging as vibrant 'aerotropolises' that transcend mere flight connections to forge meaningful links between people and unique experiences. The introduction of sophisticated amenities – such as eclectic dining options, extensive shopping opportunities, personalized passenger services and luxurious lounges –crafts lasting impressions. Meanwhile, the strategic integration of AI technology and innovative smart airport initiatives amplifies operational efficiency, ensuring fluid operations and heightened passenger satisfaction. This revolutionary shift is fundamentally altering our perception of airports, transforming them from mere departure points into immersive destinations where exploration and enjoyment converge.

The audience will learn:

• End-to-end passenger/customer experience at airports
• Technology and innovation to drive customer satisfaction in an airport
• Redefining airport hospitality