Adding Value To Customer’s Expectations – Istanbul Airport


Tourism has been perceived in so many different ways, but it has always ended up to one common perceived manner, that being ‘living an experience’. The tourism industry is changing, simply because it is keeping up with the constant traveler demand change. Innovation is one way to come up with what keeps a customer happy, eventually, we are seeking sustainability, new products to sell, new experiences to live.

One could say that innovation and technology became inseparable. Although digital transformation has reached the tourism industry in earnest and is gradually changing jobs and customer relations, it is important to understand that technology is not an end, but a means and that tourism is an individual experience, often shared on- and offline.

When we mention sustainability, of course, the main topic goes hand in hand is the environment, where all the magic and beauty of the travel experience come to life. Connectivity, change, and experience, are three related topics that were recently popping up every time we surf the world news.

Istanbul Airport – A Piece of Art

Inspiring travel scenes on large screens were designed to make the terminal more friendly and less imposing.
Photo: IGA by Havalimani Vaz Aci

The Turkish aviation sector has experienced significant growth the last 10 years. The growth and demand are expected to continue in the near future in Turkey. Towards this increasing congestion in the existing Istanbul airports, the government saw the need to expand the airport capacity of the region, the General Directorate of State Airports Authority (DHMİ) conceptualized the Istanbul New Airport (INA). The project involves the design, building, and operation of an international airport located on the Black Sea coast 40 km north-west of the City of Istanbul and to the north-west of the existing international airport, Ataturk International Airport, located on the European side of Turkey.

Photo: IGA by Havalimani Vaz Aci

In its ultimate phase, the airport includes six runways, passenger terminals and satellites (international and domestic); Air Traffic Control Towers; Air Passenger Movement Station; a cargo terminal; maintenance; cargo apron; hangars; and ancillary buildings; general aviation; a VIP terminal; a fuel farm; fuel delivery jetty; fire services; a metro link; airport service roads and airport connector roads (the Project Area or Site).

The control tower was inspired by the shape of the tulip, Turkey’s national flower.
Photo: IGA by Havalimani Vaz Aci

The new airport is required to have an opening day capacity of at least 90 million passengers per annum (mppa), with phased expansion over 25 years to accommodate at least 150 mppa by Phase 4. At the opening of Phase 1 of the new airport in 2018, one of the conditions for the concession agreement requires the existing Ataturk International Airport, located on the European side of Istanbul, to be closed to commercial passenger traffic, and limited to cargo, maintenance, and general aviation activities. The project during all its phases of construction will evaluate the environmental and socio-economic impacts and all related activities during the earthworks, constructional and operational stages.

Adding value through exceeding customers’ expectations never was and never will be anything but the best strategy to keep your loyal customers and attract new ones.


Mona Khalilieh

Advisor, Mediterranean Tourism Foundation

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The Mediterranean Observer is a news portal dedicated to travel tourism, and hospitality in the Mediterranean region. This portal is managed by the Mediterranean Tourism Foundation, based in the Mediterranean country of Malta.