Airport leaders unite in China to reimagine customer experience

by

Global airport and aviation leaders convene in Guangzhou, China, for the opening of the ACI World Airport Experience Summit 2025, the premier global event dedicated to airport experience.

Held from 8–11 September and hosted by Guangzhou Baiyun International Airport, this year’s Summit is themed “Reimagining a People Experience.” The event highlights how airports are embracing AI, biometrics, immersive technologies, and human-centered design to deliver seamless, inclusive, and memorable journeys, while fostering engaging workplaces for employees.

As the world’s fastest-growing aviation market, China provides a powerful setting. The total number of passengers at Chinese airports is projected to exceed 3 billion by 2042—more than double the 2024 figure—and to nearly reach 3.9 billion by 2053.

Program highlights

Opening plenary

  • Welcome addresses by:
    • Guangzhou Baiyun International Airport Chairman and CEO Wang Xiaoyong
    • ACI World Governing Board Chair Candace McGraw
    • ACI World Director General Justin Erbacci

Keynote – Welcoming the world: The future of hospitality in the airport universe

  • Plaza Premium Group Founder & CEO Song Hoi See
  • A forward-looking perspective on how airports are evolving into destinations blending retail, entertainment, and personalised service

Airport CEO panel – The power of people

  • Leaders from Aeroporti di Roma, Korn Ferry, and Krakow Airport
  • Discussion on how reimagining the passenger and employee experience can drive performance and culture

Cross-industry innovation

  • Perspectives from retail, healthcare, technology, and event production
  • Lessons on redefining customer experience and actionable insights for the airport environment

ACI World Director General Justin Erbacci said: “The ACI World Airport Experience Summit is where bold ideas begin to move the world. This is where we turn terminals into stories, technology into meaningful connections, and sustainability into everyday action. The future of the airport experience starts here, with imagination and intent. We are deeply grateful to Guangzhou Baiyun International Airport for so generously hosting this year’s Summit. And to our ASQ Award winners—they set the standard, showing the world what it means to put people at the heart of every airport journey.”

Guangzhou Baiyun International Airport Co., Ltd. Chairman Wang Xiaoyong said: “Guangzhou has long been at the forefront of Chinese aviation. As a hub of reform and openness, Guangzhou’s role as an aviation gateway has continued to grow. Supported by robust economic growth, passenger traffic at Baiyun Airport has risen rapidly. Our airport not only reflects China’s civil aviation but also actively participates in and witnesses the transformation of the global aviation industry.”

“In recent years, Baiyun has been a pioneer in applying AI, putting into practice ‘Embracing AI, Creating New Experiences’ through end-to-end optimization from check-in to boarding. We believe that by combining technological innovation with human-centered care, and by deepening regional coordination and global cooperation, our industry can indeed shape a brighter future. We extend a warm invitation to global partners to join us in charting a new chapter of high-quality aviation development.”