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CLT Airport Advances Innovation and Accessibility in Passenger Experience

CLT Airport Advances Innovation and Accessibility in Passenger Experience
Passenger expectations are evolving rapidly, compelling airports to deliver journeys that are not only increasingly digital and personalized but also more inclusive, intuitive, and resilient. As the aviation industry embraces new technologies and data-driven innovation, achieving the right balance between digital self-service and meaningful human support has become essential to providing exceptional customer experiences.
Ahead of her participation at the 20th anniversary FTE Global event in Dallas (September 8–10, 2026), Martha Edge, Innovation & Experience Director at Charlotte Douglas International Airport (CLT), shared insights on advancing accessibility, leveraging innovation during disruptions, and the critical role of collaboration across the aviation ecosystem.
Designing for Inclusivity and Accessibility
At the forthcoming FTE Global ‘CX Leaders Symposium’, Edge will join industry leaders to explore how airports and airlines can foster more inclusive, personalized, and seamless journeys. The discussion will emphasize the use of data to enhance accessibility beyond mere compliance, aiming to improve passenger experiences during both routine operations and periods of disruption.
Edge highlights that “an inclusive passenger experience anticipates the full range of traveler needs, both known and unspoken, so every person feels supported, welcome, and able to navigate their journey with ease.” This philosophy guides CLT’s approach to terminal design, service delivery, and ongoing innovation. The airport’s customer-focused and accessibility teams strive to exceed service and compliance standards while remaining responsive to evolving passenger expectations.
This commitment manifests in a variety of tangible improvements, including educational and experiential exhibits, accessible amenities such as service animal relief areas, nursing rooms, and universal changing stations, alongside continuous enhancements to signage, translation services, and wayfinding systems. Staff and volunteers are strategically deployed to provide assistance where it is most needed. Inclusivity at CLT also extends to creating moments of comfort and delight, with interactive aviation displays, calming artwork, and therapy dogs aimed at reducing travel-related stress and enriching the overall passenger experience.
Edge summarizes, “CLT’s approach to inclusivity drives innovation by ensuring every solution, amenity, and experience is shaped around enabling all passengers to feel confident, comfortable, and cared for.”
Navigating Challenges and Industry Competition
Despite significant progress in innovation and accessibility, CLT faces ongoing challenges. Modernizing air traffic control systems and addressing persistent barriers to accessible air travel for passengers with disabilities remain high priorities. These efforts are vital as the airport seeks to sustain its competitive position in a dynamic and evolving market.
Similar pressures are evident globally. For instance, London Heathrow has experienced a decline in passenger numbers due to the Middle East conflict, prompting competitors such as London Gatwick and Geneva Airport to accelerate their own passenger service innovations. These airports have embraced advanced technologies through partnerships with companies like Airportr, reflecting a broader industry trend toward digital transformation and enhanced accessibility.
Balancing Technology and the Human Touch
As technological solutions proliferate throughout airport environments, passenger preferences continue to vary widely. While some travelers readily adopt digital self-service options, others place greater value on face-to-face support. Achieving the right balance between technology and human interaction is therefore critical to ensuring that every passenger feels confident and well-supported throughout their journey.
For CLT, the path forward involves sustained investment in both innovative technologies and dedicated human support, with accessibility and inclusivity remaining central to the passenger experience. Through ongoing collaboration and a commitment to surpassing expectations, CLT aims to establish a new benchmark for airports worldwide.

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