Melbourne Airport will host the 2027 ACI World Airport Experience Summit, bringing the global airport and passenger experience community to Oceania for the first time.
Melbourne Airport will host the 2027 Airport Experience Summit, marking the first time the global event will take place in Oceania. Airports Council International (ACI) World announced the destination, as the 2026 edition closed in Istanbul.
The event will bring together airport, aviation, travel and customer experience leaders. Its programme will focus on passenger experience, hospitality, technology, accessibility and commercial performance.
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Melbourne follows 2026 summit in Istanbul
The 2026 summit took place in Istanbul, with iGA Istanbul Airport as host. Around 800 participants attended the event.
More than 60 expert speakers took part across nearly 20 sessions and panels. Discussions examined how airports can embed hospitality into the passenger journey.
The programme also explored the link between customer experience and business performance. Delegates also discussed employee engagement, technology and accessibility.
Justin Erbacci, Director General of ACI World, said:
“We leave Istanbul with proof that a human-centred approach is already proving its value in airports on every continent. Passengers will always remember how an airport made them feel, and ACI World is here to help every airport create that memorable journey. We thank iGA Istanbul for their extraordinary hospitality, and we can’t wait to bring this work to Melbourne next year.”
Melbourne Airport highlights expansion and passenger experience
Melbourne Airport is Australia’s largest 24-hour gateway. The airport is also progressing a major expansion programme to support growing air travel demand.
The programme includes a new runway and an expanded international terminal. Moreover, Melbourne Airport plans new ground transport facilities.
The airport also highlighted its accessibility and customer service initiatives as it prepares to host the global event.
Lorie Argus, CEO of Melbourne Airport, said:
“We are pleased to welcome the 2027 ACI World Airport Experience Summit to Melbourne and Australia. Melbourne Airport is Australia’s largest 24-hour gateway and is embarking on an ambitious expansion programme with a new runway, an expanded international terminal and new ground transport facilities to cater for the growing demand for air travel.
We’re proud of our world-leading accessibility and customer-service initiatives, and we look forward to welcoming delegates from around the world to share their ideas, insights and innovations with other global leaders.”
Human-centred airport design leads industry agenda
The Istanbul programme placed human-centred travel at the centre of airport strategy. Speakers examined how hospitality, wellbeing and accessibility can create more inclusive journeys.
Employee experience also featured strongly. Discussions highlighted the role of training, organisational culture and staff engagement in building passenger trust.
Meanwhile, technology remained a major theme. Artificial intelligence, robotics, digital wayfinding and real-time data were presented as tools to simplify the passenger journey.
However, the summit positioned technology as a support for human service rather than an end in itself. The focus remained on creating more intuitive and engaging airport experiences.
Customer experience linked with commercial value
The Airport Experience Summit also examined the commercial impact of passenger satisfaction. Speakers explored how experience-led strategies can support both customer outcomes and airport revenues.
Another theme focused on airports as destinations and cultural ambassadors. Art, local identity and public spaces can help terminals reflect the destinations they serve.
As a result, airports can play a wider role in the visitor journey. They can create a first and final impression of a destination while also supporting tourism branding.
This approach is particularly relevant for airports that compete for international traffic. A stronger sense of place can complement operational efficiency and passenger service.
ACI recognises airport customer experience achievements
The Istanbul summit also hosted a Gala Dinner recognising more than 100 airports. The awards covered recipients of the ASQ Customer Experience Awards and airports achieving Airport Customer Experience Accreditation.
SITA sponsored the ASQ Customer Experience Awards.
The event also marked the 20th anniversary of ACI’s ASQ programme. The programme benchmarks airport passenger satisfaction and underpins the ASQ Customer Experience Awards.
Oceania to host summit for first time
The move to Melbourne will bring the Airport Experience Summit to Oceania for the first time. It will also give regional airports and tourism stakeholders greater access to the global customer experience community.
For Melbourne, the event will coincide with a period of major airport investment. The summit will therefore provide a platform to showcase the city’s gateway infrastructure and passenger experience strategy.
At the same time, delegates can exchange ideas on hospitality, technology and accessibility. These themes increasingly shape how airports support both passengers and destination competitiveness.
The 2027 Airport Experience Summit will continue ACI World’s focus on customer experience as a strategic priority for airports worldwide.