The Customer Experience Working Group was formed in 2026 with the intention of providing a trusted forum for members to discuss shared operational issues affecting customer service and passenger experience across member airports.  The group focuses on the customer journey within the terminal and related landside services where relevant. This is a working group which enables members to exchange good practice, explore common challenges and emerging trends, and discuss topics such as passenger communications, queue management, wayfinding, disruptive passengers and accessibility. There may be some cross over with other working groups and possibility for joint meetings.    The group supports collaboration and practical learning rather than policy-making.

For more information, please email info@airportsuk.org