01
Introduction
Hermes Airports operates Cyprus’ two major aviation hubs—Larnaca (LCA) and Paphos (PFO)—gateways connecting 38 countries through 140 routes. In 2022 alone, the airports served over 9.2 million passengers, marking a strong recovery at 82% of pre-pandemic traffic. Their goal was clear: modernize the passenger journey by digitizing parking, lounge, and fast track bookings into a seamless, intuitive experience.
The mission wasn’t just to redesign pages. It was to create a unified digital flow—one that simplified complex processes, reduced operational strain, and elevated airport-wide service delivery.
02
CHALLENGES
The problem wasn’t aesthetics, it was understanding. The old site looked clean but lacked structure. Users didn’t know what it offered, why it mattered, or what to do next.The main challenge wasn’t interface polish; it was clarity.
The previous experience was fragmented—each service (parking, lounge, fast track) lived in its own system, causing confusion and unnecessary effort for passengers. Users didn’t know where to book, what was included, or how long it would take.
Through interviews and on-site observation, several issues surfaced:
Inconsistent booking experiences across services
Time-consuming processes with long queues and multi-step flows
No real-time updates, leaving travelers unsure of availability
High demand for convenience, with users wanting one integrated place to book everything
These insights guided the redesign toward simplicity, speed, and consistency.
03
SUMMARY
The transformation was more than a new interface—it was an entirely new digital experience.
Hermes Airports now offers a unified platform that lets passengers book parking, lounge access, and fast track services in a single smooth flow. The redesigned experience is intuitive, mobile-friendly, and supported by real-time updates and secure transactions.
Key Outcomes:
68% increase in revenue
3× boost in user engagement
Significant increase in passenger satisfaction and operational efficiency
This project demonstrates how thoughtful UX can reshape the travel experience and drive measurable business impact.
04
DESIGN APPROACH
Discovery Phase
Through interviews with frequent and occasional travelers, business passengers, and field observations at both airports, the team mapped how users currently booked services and where friction occurred.
User Journey
Discovery – Exploring available airport services
Selection – Choosing parking, lounge, or fast track options
Booking – Completing payment in a single streamlined flow
Confirmation – Receiving instant digital updates
Utilization – Accessing services seamlessly at the airport
Notifications – Getting reminders and tickets via email
05
DESIGN PROCESS
Objectives
Build a unified booking experience
Reduce steps and minimize wait time
Provide real-time availability and confirmations
Improve operational efficiency for airport teams
Collaboration
Worked closely with:
Project Manager — timelines & coordination
Director of Communications — brand alignment
Product Manager — requirements & user stories
Developers — technical implementation
Final Design
A single integrated platform for all airport bookings
Clear, intuitive layouts for effortless navigation
Real-time availability and instant notifications
Mobile-optimized, responsive design
Secure and reliable payment gateway
06
CONCLUSION
This project set a new standard for airport e-commerce in Cyprus. By focusing on user needs and streamlining complex processes, Hermes Airports achieved measurable impact—including a 68% revenue increase and significantly improved traveler satisfaction. The outcome is a unified, modern digital experience that supports travelers end-to-end and strengthens the airport’s operational ecosystem.
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