Transport sector | virtual tour case study
Exeter Airport
We partnered with Exeter Airport in the South West of England to create a highly accessible, immersive, and commercially beneficial virtual tour. We were tasked with developing new innovations in the aviation sector.
The numbers that make us proud
In a survey, 97% rated the tour as easy to navigate and 95% felt it would increase confidence
The recently launched tour already has over 82,049 scene views, with views rising daily
Users that visit the virtual tour view an average of 27 scenes for over 7 minutes
The Brief
As part of the prestigious Future of Air Mobility Accelerator cohort, delivered by Connected Places Catapult, we created Exeter Airport’s new virtual tour, which sets a global benchmark for accessibility and unlocks new opportunities for passenger engagement and revenue growth.
Part of our contribution, we set out to:
- Increase airport accessibility: offering first-time flyers, neurodivergent passengers, and travellers with reduced mobility pre-travel familiarisation and key information for airport processes.
- Increase revenue opportunities: by embedding calls to action for parking, lounge access, and duty-free shopping, we encourage travellers to pre-book airport add-ons.
- Enhance wayfinding: guiding passengers step-by-step through their journey based on their travel details.
- Increase independence: reducing the need for assisted travel by enabling more confident self-navigation and helping passengers prepare for their journey
Once developed, we enhanced the tour with feedback from Exeter Airport’s PRM Consultative Group (Persons with Reduced Mobility) to ensure we meet the needs of passengers requiring additional support.
For travellers with additional needs, including neurodivergent persons and those unable to attend in-person familiarisation visits, the tour offers clarity, reassurance, and preparation before even setting foot inside the airport.
What we achieved
In addition to our standard features and processes we worked with Exeter Airport to implement a range of bespoke components that makes this virtual tour stand out in true form.
Smart Wayfinding
Our standout Plan Route Tool prompts passengers to choose their airline, start point and endpoint before creating a personalised, step-by-step digital route from the entrance to their departure gate, with step-free routing options. This reduces uncertainty and creates an effortless, confidence-boosting travel experience.
Explainer Videos
Clear, professional explainer videos guide passengers through key processes such as check-in, security, and the assistance desk. Designed for flexibility, these videos can also be repurposed across the airport’s website, social media, and customer communications.
Security Protection
We use advanced post-production techniques to ensure all sensitive operational details and identifiable individuals are removed from the tour. This not only safeguards the airport’s security but also creates a distraction-free passenger experience.
BSL Accessibility
The tour is the first of its kind globally to integrate British Sign Language into an airport walkthrough, reinforcing inclusivity for the Deaf community.
Sensory Controls
Day/night lighting modes and optional ambient audio give travellers the chance to prepare for different scenarios, helping those with sensory sensitivities plan and avoid overstimulation.
Commercial Call-to-Actions
Strategically placed prompts encourage users to pre-book parking, secure lounge access, and browse duty-free shopping, turning the virtual tour into a revenue-generating sales channel.“This project underlines our commitment to making Exeter one of the UK’s most accessible and welcoming regional airports, and is designed to make travel easier and more enjoyable for everyone. We’re proud to provide passengers with tools that not only ease anxiety but also make planning their journey simple, enjoyable and inclusive.”
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Unique benefits that are perfect
for transport-focused virtual tours
Additional Innovations
- Virtual Tour Editor: Our user-friendly virtual tour editor allows the team at Exeter Airport to update signage, layouts, and content as needed.
- Interactive Map: Our clickable 2D map gives users the ability to explore key areas, from check-in desks and security to retail, lounges, and boarding gates. This helps travellers visualise their journey and familiarise themselves with the layout.
- Remote familiarisation: The virtual tour doubles as a perfect solution for passengers who cannot attend on-site familiarisation visits and can be used in training scenarios.
- Passenger independence: By building familiarity before arrival, the tour helps reduce demand for staff assistance, improving efficiency and customer satisfaction.
Unique Benefits for Transport Hubs
Virtual tours offer transport providers powerful, measurable benefits that extend well beyond accessibility:
- Boost passenger confidence: Reducing anxiety before travel, particularly for first-time, anxious, or neurodivergent travellers.
- Increase commercial revenue: Integrated CTAs increase parking, lounge, and retail pre-bookings.
- Reduce operational strain: Fewer on-site queries about navigation, wayfinding, and airport processes.
- Promote inclusivity: Inclusive features such as BSL, sensory controls, and quiet walk-throughs cater to diverse passenger needs and set new industry standards.
- Future-proof investment: Editable frameworks allow ongoing updates as layouts, signage, and offers change.
- Perfect marketing asset: Tours double as promotional content for social campaigns, websites, and sales presentations.
Exeter Airport’s virtual tour is more than a digital map; it’s a model of inclusive, revenue-generating passenger engagement. By blending accessibility with commercial strategy, it demonstrates how transport hubs can transform their passenger journey while unlocking new streams of value.
QUICK LINKS
Exeter Airport Virtual Tour | by The Virtual Tour Experts