ChargeBox

The Airport Passenger Charging Puzzle?

Nowadays, your smartphone is your boarding pass, wallet, entertainment, flight tracker—even your taxi at the other end. Which is why, for the modern traveller, low battery anxiety is real.

So it’s no surprise that passengers expect charging to be fast, seamless, and dependable. Just like Wi-Fi.

And yet… in most airports, it’s not.

Despite the best intentions, charging remains one of the most fragmented and frustrating parts of the airport experience. And that’s because a truly great charging service isn’t built by just sticking a few AC and USB sockets on some furniture.

It’s a puzzle. A surprisingly intricate one. And most airports are missing critical pieces.

At ChargeBox, we’ve spent over 15 years figuring out how to solve it—working with partners like Heathrow, Groupe ADP, and lux-Airport to build charging solutions that don’t just work, but transform the passenger experience.

🧩 The Puzzle Pieces

Let’s break it down. Here are the six key elements that define whether your airport’s charging actually delivers:

1. Capacity

How many passengers can actually charge at once?

You might see lots of ports—but if half are broken, slow, or hidden away, the real capacity is far lower. When we reviewed legacy charging zones at a major airport, we found that just 30% of the advertised capacity was truly usable.

2. Availability

Are those chargers working when passengers need them?

Airports are great at tracking availability for things like toilets and lifts. But charging? They often rely on costly manual inspections that are redundant as soon as they’re completed. We’ve seen whole rows of sockets offline for days with no one noticing—until the complaints start rolling in.

3. User Experience

Is it quick, obvious, and easy to use?

Travellers don’t have time to hunt for a socket, decode vague signage, or fumble with their own cables. They just want to plug in and charge. Our data shows passengers overwhelmingly prefer reinforced built-in cables—USB-C and Apple Lightning—ready to go, no apps, no fuss.

4. Infrastructure & Safety

Is your system compliant and built for the future?

Too many setups still rely on AC sockets or outdated USB-A ports—the latter are prone to easily breaking and are near obsolete, while the former can be unsafe. We design around low-voltage DC and USB Power Delivery (PD), offering fast, safe charging for today’s and tomorrow’s devices.

5. Operational Support

Who’s checking, maintaining, and fixing faults?

Without monitoring, it’s guesswork. Our remote SLA model uses real-time fault alerts and telemetry facilitated by our digitally connected solutions to guide airport teams (or their contractors) with pinpoint accuracy to deliver near-perfect uptime.

6. Data & Insight

Are you learning from how passengers charge?

With smart analytics, you can see usage patterns by time, specific location, and charging experience (cable, USB port, wireless). That insight helps shape smarter layouts, better maintenance planning, and more effective commercialisation.

🛠️ What Happens When the Puzzle Is Solved?

Let’s take Heathrow as an example.

We rolled out a managed charging solution in Terminal 2—and the results were immediate:

– 300% more real-world charging capacity vs. the legacy setup
– 100% uptime over the first 5 months, thanks to proactive digitally connected fault detection
– Built-in specially reinforced USB-C and Lightning cables, Qi2 wireless pads, and USB sockets—16 simultaneous charge points per charging station
– A safer, future-proof system built on low-voltage DC infrastructure (no need for problematic and dangerous AC sockets and no more tripped fuses due to dodgy chargers!)
– A fully managed SLA, led by ChargeBox
– Monthly usage insights that help Heathrow continuously improve

Passengers didn’t just notice — they used it. A lot! And the operations team gained a reliable, data-backed model now being extended across other terminals.

🧳 Where Lockers Fit In

We provide open and locker solutions, as not everyone wants to stand beside their phone while it charges.

That’s where Lock & Leave solutions come in. In retail zones, lounges, or anywhere passengers are likely to dwell, browse or eat, lockers give them the freedom to walk away knowing their device is secure and charging fast.

At ChargeBox, our lockers aren’t the old-school PIN-and-hope versions. They’re fully connected, remotely monitored and packed with reinforced fast-charge cables, delivering the same standards as our open-access podiums.

Blended deployments — Stay & Charge + Lock & Leave — are often the sweet spot. More capacity, more flexibility and better alignment with passenger behaviours.

📉 Why Most Solutions Only Solve Part of the Puzzle

There’s no shortage of well-meaning attempts to improve airport charging. But many fall short because they tackle just one or two of the six puzzle pieces.

– A USB socket on a seat might technically work, but without signage, support, or monitoring, usage is low, and complaints are high
– A cheap kiosk might look flashy—but is usually poorly equipped with cheap tech and breaks within weeks or months, with no way to efficiently know or fix it
– An unmonitored wireless charging pad might offer convenience—but if it’s broken or slow, passengers won’t return

And that’s the problem: charging that fails quietly does more damage than charging that never existed.

📈 The Commercial Opportunity

Charging doesn’t have to be a cost centre.

When done well, it drives:

– Longer dwell times in key zones
– Sponsorship opportunities with banks, telcos, and lifestyle brands
– Digital media space for advertising or airport communications

In Lux-Airport, our sponsored ChargeBox units have supported hundreds of thousands of charges since 2022. Those are thousands of small but powerful moments when passengers engage with a brand and remember it.

🧭 A Smarter Path Forward

Here’s how we recommend airports approach the charging puzzle:

Audit what’s really there
Pilot a managed solution through a Low Risk Discovery Project
Future-proof your infrastructure
Embrace digitally connected remote SLAs
Link it to CX/ASQ/Skytrax scores and commercial goals

✉️ Final Thought

Airports pour resources into wayfinding, lounges, biometrics, and F&B—but if your phone’s dead, none of that matters.

Great charging is invisible when it works, and unforgivable when it doesn’t.

It’s time to stop treating charging like an afterthought—and start solving the puzzle.

📩 Want to explore how we’re helping Heathrow, Dublin, and others reimagine the passenger charging experience?

Visit www.chargebox.com/charging-solutions-for-airports or drop us a message at ChargeBox.

Justin Stark

Sales and Marketing Director, ChargeBox Ltd

Why Power Alone Isn’t Enough Anymore

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

Why Phone Charging Deserves a Spot on Every Airport Exec’s Radar

Why Phone Charging Deserves a Spot on Every Airport Exec’s Radar

Over the last 18 months, I’ve had the chance to work closely with some of the world’s leading airports, including Heathrow, on something that—at first glance—might not seem like a big deal.

Phone charging.

Stay with me.

In an age where smartphones double as boarding passes, wallets, translators, hotel keys and more, staying charged isn’t a luxury—it’s essential. Yet most charging in airports today is still an afterthought: broken AC sockets, tangled cables, slow speeds, and patchy availability.

When I speak to airport leaders, I often hear: “I’ve never really thought about it like that.”

And honestly, that’s not surprising. Airports are some of the most complex operational environments on earth, with hundreds of critical priorities pulling focus every day. But what I’ve learned—what I’ve seen firsthand—is that charging has the power to quietly elevate (or erode) the entire passenger journey. And when done well, it also improves operations, opens up commercial opportunities, and even enhances safety.

That’s what ChargeBox set out to prove at Heathrow with the FASTpodium project.

In partnership with Heathrow’s fantastic teams, we created a modular, SMART charging podium that wraps around legacy poles, preserving existing infrastructure while upgrading them into modern, high-capacity digital assets.

Each podium delivers 12 direct-to-device USB Power Delivery experiences (including laptop charging), Qi2 wireless charging, and 4 USB ports—all in a clean, intuitive, and highly durable format.

But what really sets it apart?

Resilience: They’re built to withstand extreme usage, weather events, and peak surges—staying live during major disruptions like fog, storm outages, and even a substation fire.
Remote Management: Every unit is monitored 24/7, self-reporting faults and usage data in real-time, allowing proactive maintenance instead of costly reactive inspections.
Ease of Service: Low-skilled on-site teams can handle simple fixes like cable swaps in seconds, minimising downtime and expense.
Smarter Planning: We collect granular data on usage, dwell time, charging experience preferences, and fault trends—turning charging into a data-rich service that informs future airport design and investment.
Cost Efficiency: We’re already replacing costly, labour-intensive manual inspection regimes. And by removing traditional AC sockets, we’re eliminating a major source of failure, misuse, and sometimes, danger.

The results? Just six FASTpodiums are projected to support over half a million charges per year. Reliability? Nearly 100%. And before the trial even concluded, Heathrow committed to expanding the rollout to other Terminals, bringing the total to 40 upgraded poles.

For me, the most exciting moment is always when the penny drops—when senior stakeholders realise that this isn’t just about charging phones. It’s about building high-impact infrastructure that’s easy to live with, scales well, and adds real value.

Because charging is no longer a ‘nice to have.’ It’s now a core part of the airport experience—and done right, it can be a strategic advantage.

So, if you’re rethinking your airport’s next evolution, let’s talk. We’re just getting started.

Justin Stark

Sales and Marketing Director, ChargeBox Ltd

ChargeBox Partners with Heathrow to Revolutionise Mobile Charging for Passengers

ChargeBox, a global leader in public mobile device charging infrastructure based in West London, has partnered with Heathrow. Led by Heathrow’s Innovation Team, this collaboration introduces cutting-edge mobile device charging technology to Terminal 2, revolutionising passenger convenience.

Six of Heathrow’s iconic charging poles in Terminal 2 have been upgraded with ChargeBox’s industry-leading, remotely managed Fast Charge technology. These stations allow passengers to increase their battery life by up to 20% in just 10 minutes, an essential feature for travellers. Designed for speed, capacity, efficiency, and reliability, the upgraded stations address the needs of today’s hyper-connected passengers.

ChargeBox’s managed and remotely monitored system is a standout feature of the partnership. This innovative approach gives Heathrow real-time insights into station utilisation, power delivery and performance while proactively identifying potential issues. By minimising downtime and enabling highly targeted maintenance, this system enhances passenger satisfaction, reduces operational disruptions and delivers significant cost savings.

Each station offers 16 charging experiences, including specially reinforced USB-C and Apple Lightning cables, Qi2 fast wireless charging pads, and USB sockets for passengers’ cables. The two-tier design accommodates seated, standing, and wheelchair users. Built with high-quality, durable materials, the stations are designed to withstand heavy traffic while providing a seamless user experience.

“ We’re thrilled to partner with Heathrow, one of the world’s most prestigious airports, to introduce our advanced managed Fast Charge technology,” said Ian Hobson, CEO of ChargeBox. “ This collaboration highlights how world-first innovation can enhance the passenger experience, drive operational efficiency, and demonstrate that our super-robust solutions, combined with a digitally managed approach, deliver unmatched long-term lifecycle value and return on investment.”

The six-month trial aims to enhance passenger satisfaction, gather actionable insights on charging demand and preferences, and inform Heathrow’s future infrastructure investments. Data and qualitative research from the trial will guide Heathrow in optimising its charging capacity, improving placement, and exploring commercial sponsorship and advertising opportunities.

This collaboration highlights ChargeBox’s expertise in scalable, future-proof passenger charging solutions.

For more information, visit www.chargebox.com or follow us on LinkedIn at ChargeBox LinkedIn.

Rethinking Airport Charging Infrastructure

Strategic Insights from the ACI Europe Survey

As the travel industry evolves, so do passenger expectations. According to the latest ACI Europe survey, 73% of passengers now confidently use digital tools for tasks like check-in and boarding. But there’s a catch: airports are falling behind in providing the infrastructure to support this reliance. Charging mobile devices, a cornerstone of the connected journey is one area that needs urgent attention. Let’s consider how airports can turn charging infrastructure into a strategic advantage.

Beyond Capacity: Why Availability Matters

A charging station is only as good as its uptime. If a station isn’t operational or easily accessible, even the most advanced capacity becomes irrelevant. What’s needed is cutting-edge technology with real-time monitoring and fault detection to ensure availability meets passenger needs.

Think of it like this:

Capacity × Availability = Effective Charging Potential

Airports already prioritise availability in critical systems like baggage handling and security screening. Why not apply the same rigour to charging infrastructure? With a cutting-edge, digitally managed approach, you get a solution that stays online, performs consistently, and keeps travellers happy.

Traveller Preferences: Cables Over Port

Not all charging setups are created equal. ChargeBox’s data shows that passengers overwhelmingly prefer built-in cables over USB ports. Why? They are convenient and reliable. Cables eliminate the need for passengers to carry their chargers, and high-quality, reinforced designs ensure consistent performance.

Here’s what makes cables a game-changer:

- Convenience: Ready-to-use for passengers on the go.

- Reliability: Less downtime thanks to robust materials and SMART connectivity.

- Compatibility: Supports the vast majority of devices via USB-C and Lightning cables.

Airports can boost capacity by 200-300% by introducing or upgrading to cable-first stations. This means fewer USB ports are needed, reducing maintenance and improving efficiency.

The Quality of Charge Matters

The ACI report highlights critical gaps but misses one crucial factor: charge quality. While traditional AC sockets are common, they often create more problems than they solve. Issues like unmonitored failures, voltage mismatches, and the need for adapters can frustrate passengers.

USB Power Delivery (USB PD) Fast Charge is the future. Here’s why:

- Speed: Get from 0 to 20% in just 10 minutes—perfect for boarding passes and last-minute calls.

- Universal Compatibility: Works seamlessly with smartphones, tablets, and laptops from all territories.

- Safety and Efficiency: Delivers the optimal power level for every device.

Building for the Future

Airports need solutions that evolve with passenger needs. Here’s how you stay ahead:

- Digital Management: Real-time monitoring maximises uptime and minimises maintenance costs.

- User-Centric Design: Solutions tailored to how travellers actually use them.

- Future-Proof Compatibility: High-quality specially reinforced cables and USB PD technology ensure readiness for the next wave of devices.

- Scalability: Modular systems that grow with your airport.

A Collaborative Path Forward

As the ACI report emphasises, digitalisation and automation transform the passenger experience. To keep pace, charging infrastructure needs the same level of focus. By prioritising reliability, accessibility, and quality, airports can turn charging stations into a competitive advantage.

At ChargeBox, we believe in creating stress-free, future-proof solutions that make travel smoother for everyone. Are you ready to transform your airport’s charging experience? Let’s start the conversation.

Contact one of our friendly ChargeBox team to find out more about our solutions. ⚡️

How Mobile Phones Are Transforming the Airport Experience for Passengers

In the modern travel landscape, mobile phones have become indispensable companions, revolutionising the way we navigate airports. From booking flights to boarding planes, these devices are central to almost every aspect of the passenger journey.

As airports continue to embrace digital transformation, emerging technologies are reshaping how travellers use their mobile phones, enhancing convenience, efficiency, and overall experience.

1. Mobile Check-In and Digital Boarding Passes

Gone are the days of printed boarding passes and long queues at check-in counters. Mobile check-in and digital boarding passes have streamlined the airport experience, allowing passengers to check in, select seats, and download their boarding passes directly to their phones. This not only saves time but also reduces the need for paper, aligning with sustainability efforts.

Biometric technology on mobile phones, such as facial recognition and fingerprint scanning, allows passengers to streamline their airport experience. By securely storing their identity data on their phone, travellers can use biometrics to verify their identity whenever needed. This eliminates the need for physical documents, reduces wait times, and makes the entire travel experience faster and more convenient.

2. Real-Time Flight Updates and Navigation

One of the most stressful aspects of air travel is uncertainty — whether it’s delays, gate changes, or tight connections. Mobile apps now offer real-time flight updates, ensuring passengers are always informed about their journey. These apps provide notifications about boarding times, gate assignments, and even baggage claim details, all in real time.

In addition, indoor navigation apps are transforming the way travellers move through airports. Using augmented reality (AR) and GPS technology, these apps guide passengers to their gates, lounges, shops, and even charging stations. With just a few taps, travellers can easily navigate complex airport layouts, minimising the risk of missing flights.

3. Mobile Payments and Contactless Transactions

Mobile payment solutions, such as Apple Pay and Google Wallet, are increasingly being adopted across airport retail, dining, and duty-free stores. This shift towards contactless transactions not only speeds up the purchasing process but also enhances hygiene—a significant consideration in the post-pandemic world.

Moreover, mobile wallets allow passengers to store multiple currencies, making it easier to manage expenses during international travel. Combined with loyalty apps that store frequent flyer miles and reward points, mobile payments are becoming the go-to method for savvy travellers.

4. Entertainment and Connectivity

For many passengers, mobile phones are a primary source of entertainment during long waits and flights. Airports are responding by offering improved Wi-Fi connectivity, allowing travellers to stream movies, catch up on work, or connect with loved ones without interruption. Additionally, charging solutions, such as those provided by ChargeBox, ensure that devices remain powered up throughout the journey.

Emerging technologies like 5G are set to further enhance the in-airport experience. With faster download speeds and reduced latency, 5G will enable seamless streaming, video calls, and even augmented reality experiences, transforming idle time at the airport into productive or enjoyable moments.

5. Personalised Travel Assistance

Artificial intelligence (AI) is playing a growing role in personalising the airport experience. Chatbots and virtual assistants, integrated into airline apps, provide travellers with real-time answers to their queries, from baggage allowances to lounge access. Some apps even offer personalised recommendations for dining, shopping, and activities based on the passenger’s preferences and flight schedule.

AI-driven apps also help passengers manage their travel plans, offering suggestions on the best time to leave for the airport, traffic updates, and weather forecasts. VR, on the other hand, offers immersive experiences, such as virtual tours of the airport or even pre-flight relaxation sessions. These technologies not only enhance the passenger experience but also offer new opportunities for retail and entertainment, creating a more engaging and enjoyable environment.

6. Sustainability and Environmental Considerations

As environmental concerns take centre stage, airports and airlines are increasingly focusing on sustainability. Mobile phones play a key role in these efforts by reducing the need for paper tickets, boarding passes, and brochures. Digital receipts, mobile passports, and electronic visas further minimise paper waste substantially.

Conclusion

Mobile phones have undeniably transformed the airport experience, making travel more efficient, convenient, and personalised. As emerging technologies like biometric security, 5G, and AI continue to evolve, the role of mobile devices in air travel will only expand.

The availability of airport charging services is no longer just a convenience — it’s a necessity. Offering reliable and fast charging ensures that passengers can stay connected, access real-time updates, and utilise essential apps for navigation, payments, and entertainment throughout their journey.

Airports and airlines that embrace these essential innovations to boost the passenger experience will be better positioned to meet the needs of today’s tech-savvy travellers, directly contributing to a smoother, less stressful and more informed, travel experience for all.

The ChargeBox Team

UK airport rule – Passengers need a charged mobile to fly

From 2014, anyone flying from a UK airport has been expected to show that electronic devices in their hand luggage can be switched on, if requested to do so by Security personnel.

How many of us are actually aware of this rule though?

Mobile phones and other electronic devices are a common part of our everyday lives so we don’t think twice about packing them into hand luggage and jetting off.

However, UK airports and airlines require passengers with phones, laptops and tablets in their hand luggage – to be able to switch on their devices and ensure they have enough charge to do so.

Last month was the first time these little known rules really hit the news and yet many of us will still not be aware that “If you cannot turn on your devices when requested by security personnel, they can take it from you…”. In other words your device could be confiscated.

The official government website states on its travel advice pages, “Make sure your electronic devices are charged before you travel…”

The BA website states: “Airport security staff may ask you to turn on electronic or battery-powered devices, such as phones, tablets, e-books and laptops, to demonstrate they function.

If you’re not able to do this, you will NOT be able to take your device with you.”

Whilst not all passengers are stopped and asked to “switch on” their devices, random spot checks may be carried out at some airport security points so, travellers MUST ensure their devices have at least enough power to switch on, if asked to do so.

Stay charged up folks!

The ChargeBox Team