It’s 4 AM. You’re bleary-eyed, clutching your suitcase, and running on three hours of sleep. You can barely find your boarding pass, and your coffee breath could wake the dead. You expect a weary sigh from airport staff—but instead, you’re greeted by a warm smile and genuine assistance that makes you wonder if you’ve stumbled into a parallel universe where customer service still reigns supreme.

Welcome to the Skytrax Awards for Best Airport Staff, where friendliness isn’t just a checkbox on a training form—it’s a deeply practiced craft. Every year, Skytrax honors the airports where staff go above and beyond, blending speed and efficiency with sincere human care.

Here are the top 10 airports in 2025 where service isn’t just professional—it’s personal:

1. Seoul Incheon International Airport (ICN), South Korea

Topping the list, Incheon’s staff are celebrated for their kindness and attentiveness. With a focus on emotional intelligence and multilingual support, their cultural ambassadors are always ready to assist, making travelers feel truly welcome.

2. Singapore Changi Airport (SIN), Singapore

Changi’s team is known worldwide for balancing flawless operations with heartfelt empathy. Whether it’s helping before you even ask or calming nerves during delays, their commitment to comfort is unmatched.

3. Hong Kong International Airport (HKG), Hong Kong

HKG staff excel in bridging cultures with multilingual skills and sharp intuition. Their proactive support ensures no traveler feels lost—even when language fails.

4. Tokyo Haneda Airport (HND), Japan

At Haneda, staff live out the Japanese ethos of omotenashi—anticipating and fulfilling needs with grace. Their quiet attentiveness ensures every guest feels seen and supported.

5. Tokyo Narita International Airport (NRT), Japan

Narita offers a gentle blend of efficiency and courtesy. Whether offering guidance or cultural tips, their team is patient, precise, and proud to share the spirit of Japan.

6. Centrair Nagoya International Airport (NGO), Japan

Centrair’s staff are known for building warm, human connections. From cheerful chats to seamless security processes, they ensure a positive impression from start to finish.

7. Haikou Meilan International Airport (HAK), China

Friendly and approachable, Haikou staff reflect the relaxed atmosphere of Hainan Island. Always ready with local advice and multilingual help, they make every traveler feel like a guest.

8. Vienna International Airport (VIE), Austria

At Vienna, staff combine clockwork efficiency with Central European warmth. Their clear communication and polished service keep things moving—and make travelers feel truly cared for.

9. Munich Airport (MUC), Germany

With typical Bavarian hospitality, Munich’s staff turn even travel troubles into pleasant exchanges. Their friendliness shines, whether they’re solving problems or guiding you through security.

10. Rome Fiumicino Airport (FCO), Italy

In Rome, staff bring the heart of Italy to the airport. Passionate and personable, they go out of their way to make travelers feel at home—with a warm “benvenuto” and maybe a few local tips.

The Bottom Line:

In a travel world dominated by kiosks and automation, these airports remind us that true hospitality is timeless. The smiles, the helpfulness, the calm in chaos—it’s the human touch that transforms a journey from stressful to soulful. So, when you find yourself at one of these airports, take a moment to thank the people who make your travel experience not just smooth—but unforgettable.

 Travelers arriving at Dubai International Airport (DXB) can now enjoy a revolutionary luggage delivery service that transports bags directly to their homes or hotels, transforming the airport experience. This innovative service aims to eliminate the common frustration of waiting at baggage claim, allowing passengers to focus on their travels.

In 2024 alone, DUBZ, a leader in baggage technology and logistics, served over 70,000 passengers through its off-airport check-in, Land and Leave, and baggage storage and delivery options. This marks an impressive 15% growth compared to the previous year, highlighting the increasing demand for enhanced travel services.

Innovative Services for Seamless Travel

Marhaba, a part of Emirates’ dnata travel and airport services arm, has integrated three key DUBZ services into its offerings:

1. Check-In Anywhere: Passengers can check in from the comfort of their home, hotel, or office. A dedicated check-in agent will issue boarding passes and securely collect luggage for delivery straight to the airport. This service is particularly beneficial for families and those with multiple bags.
2. Land and Leave: Arriving passengers can skip baggage claim entirely, with their luggage delivered directly to their doorstep within hours after landing. This service not only saves time but also provides peace of mind, knowing that luggage is handled securely.
3. Baggage Storage and Delivery: This service offers flexible short-term and extended baggage storage options, along with secure same-day delivery across the UAE. It’s ideal for transit passengers, early checkouts, or anyone looking to explore Dubai without the burden of their luggage.

Easy Booking Process

Travelers can conveniently book these services through [marhabaservices.com]. Baggage storage and delivery services are available at designated service points throughout Dubai, including popular areas and hotels. Marhaba emphasizes that these offerings, combined with core services like Meet and Greet and lounge access, position them as one of the few global providers delivering an integrated travel experience that transcends the airport terminal.

Responding to Traveler Demands

“We’re witnessing a fundamental shift in travel preferences,” said Jaffar Dawood, Divisional Senior Vice President for UAE Airport Operations at dnata. In recent years, travelers have increasingly prioritized convenience. According to the International Air Transport Association’s (IATA) latest Global Passenger Survey, speed and convenience at airports are crucial, with 70% of respondents expressing a preference for early check-ins to avoid long queues.

Dawood noted that the demand for seamless airport experiences has surged, whether for families simplifying their travel or business travelers seeking efficiency. “With this integration, we aim not only to meet these needs but to exceed them. Our goal is to eliminate friction and restore time and peace of mind to travelers.”

DUBZ's Growth and Future Prospects

Since its launch in 2016 and acquisition by dnata in 2018, DUBZ has cultivated strategic partnerships with airlines such as flydubai, Saudia Airlines, and flynas. The service has seen consistent year-on-year growth, particularly among families and premium passengers, who value the convenience and efficiency of these offerings.

In a previous interview, dnata CEO Steve Allen detailed plans for these services to be available at Dubai’s new passenger terminal, with a projected opening in 2032. He emphasized a vision of a fully automated experience, utilizing advanced biometrics for a seamless journey without queues. “When you disembark from the aircraft, your baggage will be ready for you or already on its way to your home or hotel,” Allen stated.

Enhancing the Travel Experience

The introduction of these services is a testament to Dubai's commitment to enhancing the travel experience. As the city continues to attract millions of visitors annually, innovations like home delivery of luggage and off-airport check-in are designed to cater to the evolving needs of modern travelers.

Moreover, this initiative aligns with Dubai's broader strategy to position itself as a global travel hub. By streamlining the arrival and departure processes, the emirate is setting new standards for airport efficiency and customer satisfaction. With a focus on technology and passenger convenience, Dubai is paving the way for a new era of travel that prioritizes comfort and ease.

As this initiative unfolds, it promises to not only revolutionize the way travelers manage their luggage but also enhance the overall travel experience in one of the world’s busiest airports.

During the week of April 21 to April 27, 2025, Istanbul Airport claimed the title of Europe’s busiest airport, a feat largely attributed to a recent major upgrade in its runway operations. Data released by The European Organization for the Safety of Air Navigation (EUROCONTROL) revealed that the airport managed an average of 1,482 flights per day, outpacing other leading European airports such as Amsterdam Schiphol and London Heathrow.

This surge in activity followed the introduction of Europe’s first triple independent runway system on April 17, 2025. This innovative setup allows three runways to be used simultaneously for takeoffs and landings, boosting the airport’s hourly flight capacity from 120 to 148 movements. The new system not only reduces aircraft waiting times and delays but also cuts down on taxiing times, helping to lower carbon emissions and promote more environmentally friendly operations.

The implementation of this advanced runway configuration was a coordinated effort involving multiple stakeholders, including İGA Istanbul Airport, the State Airports Authority (DHMI), the Directorate General of Civil Aviation (SHGM), Turkish Airlines, and EUROCONTROL. To prepare for this change, over 500 air traffic controllers completed more than 4,500 hours of intensive training focused on managing the new airspace layout safely and efficiently.

The system is supported by state-of-the-art radar technology and integrated with Airport Collaborative Decision Making (A-CDM) tools, which enhance runway utilization and improve flight scheduling accuracy.

The launch event featured a symbolic simultaneous takeoff of three Turkish Airlines flights, attended by Türkiye’s Minister of Transport and Infrastructure, Abdulkadir Uraloğlu, who emphasized the strategic significance of this development in elevating Istanbul Airport’s global standing. Turkish Airlines Chairman Prof. Ahmet Bolat also praised the upgrade, highlighting its potential to improve flight punctuality and support the airline’s expansion plans.

This operational advancement aligns with Istanbul Airport’s long-term goal of accommodating up to 200 million passengers annually. In 2024, the airport already served around 80 million travelers, making it one of Europe’s busiest hubs after London Heathrow. The increased runway capacity is expected to enhance both passenger and cargo throughput, stimulate tourism and business travel, and generate substantial economic benefits. Additionally, the environmental improvements resulting from reduced fuel consumption and emissions underscore the airport’s commitment to sustainable growth.

The enhanced efficiency at Istanbul Airport is also anticipated to have positive ripple effects across European airspace by easing congestion and improving overall traffic flow. This milestone sets a new standard for airport operations and positions Istanbul as a leading example of innovation in the global aviation industry.

In essence, Istanbul Airport’s emergence as Europe’s busiest airport during this period is closely linked to the successful deployment of its pioneering triple independent runway system, which has significantly expanded its operational capacity, improved passenger experience, and reinforced its role as a major international aviation hub.

Dubai International Airport (DXB) has made an exceptionally strong start to 2025, welcoming 23.4 million passengers in the first quarter-an increase of 1.5% compared to the same period last year, even as 2024 had already set new records.

This robust performance further cements DXB’s status as the world’s busiest international airport for the 11th consecutive year, according to Airports Council International. The airport’s remarkable growth is attributed to a combination of Dubai’s surging tourism appeal, efficient operations, and the city’s position as a global aviation hub.

January 2025 marked a historic milestone for DXB, with 8.5 million passengers passing through its terminals-the highest monthly traffic ever recorded at the airport. This surge was driven by strong seasonal travel, including the Eid holidays and spring break, as well as Dubai’s growing reputation as a premier destination for both leisure and business travelers.

The airport’s connectivity is unparalleled: it currently serves 269 destinations across 106 countries, with 101 international carriers operating from its terminals.

India retained its position as the top source market, contributing 3 million passengers, followed by Saudi Arabia (1.9 million), the United Kingdom (1.5 million), Pakistan (1 million), the United States (804,000), and Germany (738,000). Among city pairs, London led with 935,000 passengers, followed by Riyadh (759,000), Jeddah (627,000), Mumbai (615,000), and New Delhi (564,000).

The growth in leisure travel was particularly notable, with double-digit increases in passenger traffic to destinations such as the Czech Republic (+30.6%), Vietnam (+28.6%), and Spain (+20.2%).

Operational efficiency remained a hallmark of DXB’s performance. The airport recorded 111,000 flight movements in Q1-a 1.9% year-on-year increase-with an average load of 215 passengers per flight. Over 21 million bags were processed, and the baggage mishandling rate was reduced to fewer than 1.95 bags per 1,000 passengers, translating to a 99.8% success rate.

The use of real-time monitoring, biometric passport control, and dedicated accessibility services for People of Determination and guests with hidden disabilities ensured that more than 95% of travelers experienced minimal wait times and high satisfaction.

Despite the surge in passenger numbers, cargo volumes saw a slight contraction of 3.6% year-on-year, with 517,000 tonnes handled in the first quarter. Behind the scenes, the “oneDXB” community-comprising airport staff, airline partners, and government entities-was credited with delivering seamless operations and compassionate guest service.

Notable moments included the rapid recovery of AED 102,000 in lost property and the recognition of a compassionate gesture by an immigration officer, both praised publicly by Dubai’s leadership.

Paul Griffiths, CEO of Dubai Airports, highlighted the collective effort behind these achievements: “Delivering the busiest month in DXB’s history while maintaining exceptional service levels is no small feat. It’s our people-first culture and collaboration that set us apart”. He added that the Q1 performance sets a strong foundation for the year ahead, not only in guest numbers but in the caliber of service and teamwork across the airport community.

Awards such as the Gallup Exceptional Workplace Award further underscore DXB’s commitment to employee wellbeing, engagement, and leadership development, reinforcing the airport’s reputation as a global leader in both operational excellence and guest experience.

Morocco has set its sights on becoming a premier aviation crossroads between continents with the launch of its groundbreaking "Airports 2030" initiative, a $2.8 billion investment package designed to revolutionize its airport infrastructure and elevate the nation’s status as a global travel gateway.

Spearheaded by Transport and Logistics Minister Abdessamad Kayouh, the strategy seeks to more than double annual airport passenger capacity to 80 million by the decade’s end, while integrating cutting-edge technology and sustainable transport networks.

Central to the plan is the construction of a sprawling new international airport near Casablanca, strategically positioned alongside the existing Mohammed V Airport. Spanning 800 hectares, the facility will handle up to 40 million passengers annually, specializing in long-haul routes to strengthen Morocco’s connectivity with Africa, Europe, the Americas, and Asia.

The project will be complemented by significant upgrades to regional airports, including Rabat-Salé (expanding to 4 million passengers), Fez (5 million), and Sania Ramel (2 million), ensuring balanced development across the country.

In a bid to enhance passenger convenience and reduce environmental impact, the strategy incorporates high-speed rail links directly connecting the new Casablanca hub to key cities. Travelers will enjoy rapid transfers, with Marrakech accessible in under 60 minutes and Tangier within 90 minutes—a seamless intermodal system designed to attract tourists and streamline domestic transit.

National carrier Royal Air Maroc is poised for a transformative fleet expansion, doubling its aircraft count to 100 by 2030, with an ambitious target of 200 planes by 2037. This growth will enable the airline to serve emerging markets and reinforce Casablanca’s role as a transit hub for international travelers.

The program also emphasizes technological innovation, with plans to deploy biometric screening, automated baggage systems, and AI-driven passenger flow management to reduce wait times and bolster security. These advancements align with Morocco’s broader goals of hosting major events like the 2030 FIFA World Cup—which it will co-host with Spain and Portugal—and capitalizing on a projected tourism surge.

The International Air Transport Association (IATA) has endorsed the strategy, noting aviation’s critical contribution to Morocco’s economy, which currently generates $11.2 billion annually and sustains over 850,000 jobs. With its focus on sustainability, digital transformation, and regional connectivity, Morocco’s aviation blueprint not only prepares the country for future growth but also positions it as a trailblazer in Africa’s rapidly evolving air travel sector.

By prioritizing efficiency, innovation, and global integration, the "Airports 2030" initiative underscores Morocco’s vision to emerge as a leading player in international aviation, setting benchmarks for operational excellence and passenger experience across the continent.

In 2024, Hamad International Airport (HIA) in Doha reaffirmed its position as a major global aviation hub, handling a record-breaking 52.7 million passengers, representing a 15% increase compared to 2023.

This milestone reflects a significant recovery and growth trajectory, with passenger numbers surpassing pre-pandemic levels by nearly 36%. Notably, point-to-point travel grew by 16%, exceeding 12 million passengers, signaling Qatar’s rising appeal as a destination rather than just a transit point.

The airport experienced remarkable passenger growth from key markets, including an 87% surge in travelers from China, alongside strong double-digit increases from countries such as Indonesia, Malaysia, Vietnam, and several European nations like the UK, Germany, and Spain.

HIA’s extensive network now connects travelers to 197 destinations through 55 airlines, with new entrants like Akasa Air, Japan Airlines, and China Southern Airlines expanding the airport’s reach.

Qatar Airways further enhanced its connectivity by launching new routes to cities including Osaka, Hamburg, Lisbon, and Toronto, reinforcing Doha’s strategic role as a key transit hub linking East and West. Aircraft movements also rose by 10%, totaling approximately 279,000 flights annually, with the third quarter alone recording 71,425 flights.

Cargo operations at HIA also saw robust growth, with 2.6 million tonnes of freight handled in 2024, marking a 12% increase year-over-year. This surge was driven by heightened e-commerce activity and disruptions in maritime shipping routes. The airport’s state-of-the-art midfield cargo terminal, capable of processing 1.4 million tonnes annually, supported this expansion effectively.

The third quarter recorded 670,643 tonnes of cargo, a 13.5% increase compared to the previous quarter. Additionally, the airport efficiently managed over 41.3 million pieces of baggage throughout the year, underscoring its operational capabilities.

Quarterly data highlighted continued momentum, with 13.7 million passengers in Q3 2024, up 7.9% from the same period last year, including a record-breaking July with 4.74 million travelers.

The first half of the year saw 25.9 million passengers, a 25% increase year-over-year, and 1.25 million tonnes of cargo, up 12%. Regional traffic growth was particularly strong, with Middle Eastern markets expanding by 45.3%, led by Saudi Arabia, the UAE, and Bahrain, while European traffic grew by 32.8%, fueled by new routes and increased flight frequencies.

HIA’s commitment to excellence was recognized with the Skytrax World’s Best Airport 2024 award, reflecting its focus on innovation and superior passenger experience. Hamad Ali Al-Khater, the airport’s COO, highlighted ongoing efforts to enhance operations and strengthen partnerships with Qatar Tourism, which have helped boost charter flights and promote tourism in the region.

With a current capacity of 70 million passengers annually, Hamad International Airport is well-positioned to sustain its impressive growth as global air travel continues to recover and expand.