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Mignon Buckingham, managing director of global loyalty agency ICLP, explains why turning disinterested passengers into devoted customers is vital when it comes to maximizing revenue, and how developing a deep understanding of a passenger’s needs and desires is the first step on this journey

Passenger Terminal World speaks to Graeme Ferguson, business development director, Manchester Airports Group, about how the company is successfully operating airport lounges in the UK and USA, and the opportunities for airports to provide their own competitive lounge service