“For me, for ATL, and for the industry as a whole, a truly inclusive airport experience is one where everyone wants to be at the airport,” Sconzo shares. “As more travellers embrace digital options, we’ve expanded our social media and technology footprint and partnered with our airlines to create a smooth, end-to-end digital journey for those who prefer it. Biometrics, in particular, will be a powerful technology with a lasting impact on the travel experience. The core message he hopes attendees walk away with is that the customer experience matters more than anything else. Organisations that perform best are the ones that truly commit to offering the best possible customer experience.