A couple of weeks ago, I shared why phone charging deserves a spot on every airport exec’s radar. The response was… unexpectedly enthusiastic.

Clearly, it struck a chord. Or perhaps several—most of them frayed, proprietary, and last seen at the bottom of a drawer with a label that says “Do not throw away—might fit something.”

Either way, it became clear that this topic isn’t just about power—it’s about everything power enables.

So here’s the follow-up:

Passenger charging isn’t just an amenity anymore. It’s digital infrastructure. And it’s time we started treating it that way.

The Old World: Install, Forget, Repeat

We’ve all seen it…

That sad little charging station in the corner.

A few fraying cables.

Half the power sockets and USB ports dead.

A cluster of passengers performing yoga poses to stay plugged in while scrolling.

This is the “install and forget” model which is still surprisingly common, and while it might technically provide power (albeit inconsistently), it’s definitely not delivering experience, confidence, or anything remotely modern.

It’s the equivalent of putting a sign above it that says, “Good luck!”

Power + Intelligence = Better Airports

At Heathrow, we recently started rolling out a smarter charging solution —one that doesn’t just provide power, but reports back on how it’s being used, how well it’s performing and where it needs attention.

A few things changed immediately:

• Our ops teams started seeing issues before passengers did.
• Trends emerged—like when usage peaked and where more capacity was needed.
• We learned that some charging experience types are now vastly more popular than others (USB-C is quietly staging a coup).

In short we stopped guessing.

This wasn’t just an upgrade in hardware — it was a shift in thinking.

Charging can act as a Window Into Passenger Behaviour!

What surprised me most? Charging data has a personality.

It tells you when people are stressed (spikes during delays).

It tells you when they’re relaxed (slow, steady usage on Saturday mornings).

Even when they’re trying to regain control (Sunday afternoons, phones at 4%, boarding in 10 minutes…).

Seeing how your passengers charge can reveal much about them, especially when you have the right tools.

So What Does This All Mean?

It means we need to stop treating charging like a box-ticking exercise and start seeing it as a way to:

✔ Ensure availability without sending someone to check a charging station manually.

✔ Make investment decisions based on actual usage (not guesses).

✔ Improve CX by knowing you’re keeping passengers connected—and maybe a bit less stressed.

✔ Unlock commercial opportunities that don’t feel like advertising wallpaper.

The Bottom Line

Legacy charging gave (some) passengers power.

But smart charging gives airports power + insight + control.

And in an environment where every decision has to work harder, power alone just isn’t enough anymore.

We’d love to hear from others on this. 

Are you seeing this shift in thinking in your airport?

Is charging on your radar — or still on your to-do list?

 

Let’s keep the conversation going. 

 

Justin Stark

Sales and Marketing Director, ChargeBox Ltd