How Martha Edge and the Canine Crew are making Charlotte Douglas International Airport top dog with passengers

In this episode of the FTE Podcast, host Max Gosney speaks with Martha Edge, Innovation & Experience Director at Charlotte Douglas International Airport, about how CLT is blending practical innovation, advanced technology and human-centred thinking to improve the passenger journey.Martha shares insights into CLT’s much-loved Canine Crew therapy dog programme, the airport’s digital twin work linked to its fourth parallel runway, security checkpoint transformation, baggage innovation learnings, AI, business intelligence and the launch of a new customer-centric culture programme.The discussion explores why innovation does not always have to mean complex technology, how airports can reduce stress and confusion for passengers, and why the human element will remain essential even as AI, biometrics and touchless journeys become more embedded in aviation.For airport leaders, airline executives, innovation teams and customer experience professionals, this episode offers a valuable look at how one of the world’s busiest connecting airports is shaping the future of seamless, resilient and emotionally intelligent airport experiences.