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For your institution · Airports

With Dr. Ahmed Abdelalim

Passenger information and the internal note that coordinates it are written once, clearly, by the team that owns them.

For the people who tell passengers what is happening, and who write the note that keeps the terminal aligned. Not for security screening.

Who it is for

Managers and staff in passenger information, irregular operations communication, and terminal coordination.

An airport. The cases are public information and internal coordination. Identity systems and security screening stay out.

Passenger information and internal coordination only. Security screening, identity systems, and biometrics are out of this masterclass.

Why now

When a flight moves, the explanation is rewritten in several rooms, and the passenger hears a different sentence at each desk.

IATA's Global Passenger Survey, released on 5 November 2025, found that 78% of passengers want a smartphone that can book, pay, and navigate airport processes. The public already expects the airport's words to travel with them. This masterclass is about those words and the note behind them. It is not a biometrics program and not a security program.

IATA · Global Passenger Survey 2025 · 5 November 2025

How it runs

  1. 01

    Before

    Five questions about the messages the terminal already struggles to keep consistent.

    1. Which passenger notice is rewritten differently in two halls?
    2. Which delay explanation takes too long to leave the operations room?
    3. Which internal note fails to tell the next shift what was already said?
    4. Where do staff answer the same question at the desk, by phone, and in writing?
    5. What must a duty manager still approve before it is shown to passengers?
  2. 02

    Inside

    The team rewrites its own notices and coordination notes. A duty manager still approves what the passenger will read.

  3. 03

    After

    After 30 days: how long a notice now takes, and whether the same tool is still used on a disrupted day.

What you leave with

  • A pattern for a disruption notice: what changed, what the passenger does, and what is still unknown.
  • One coordination note the next shift can read in a minute.
  • A rule for what is never drafted by the tool: security instructions and identity decisions.

Examples from the institution’s work

A delay noticeOne paragraph a passenger can act on: the new time, where to wait, and who to ask. The duty manager approves it.
A shift noteWhat the last shift already told passengers, so the next shift does not invent a second story.
A service replyAn answer to a recurring passenger question about baggage, a connection, or a meeting point. Not a security instruction.

Short questions

Is this about airport security or biometrics?

No. The session does not design screening, identity, or biometrics. It works on what passengers are told, and on the note behind that message.

Who approves what the passenger reads?

The duty manager who approves it today. The tool does not publish.

Request an introductory session