From Plane to Campus: Ensuring a Warm Welcome for International Students

All of us involved in International Education have arrived at an unfamiliar airport and had to navigate the taxis, touts and general chaos to arrive at our hotel. The luxury of a driver with our name emblazoned on it is often only an occasional dream, but does reduce the stress and pleasure of arrival when greeted with a smile and nod of recognition.

Put yourself in the place of an international student who has to undertake a similar journey and, in many cases, it may be their first time abroad and the whole process can be terrifying in its uncertainty.

With over 4 million students in the International Student Barometer - we really understand this journey and not all institutions get this right. There are too many horror stories of no pickup, arriving students stuck at the airport overnight and no clear information for them on where to go. For a 17-year-old - this can be very disturbing and will color their whole experience, and a poor arrival can lead to them to not recommending your institution to others.

It is vital to get this right and our data shows how important it is. It is not dissimilar to checking into a hotel – they don’t have or can’t find your reservation and the desk clerk is rude, bored or unresponsive. However, good the rest of the experience is that initial welcome will leave you with a negative view informing the rest of the stay and when they ask you to complete a survey you won’t recommend this institution and may even write about it negatively on TripAdvisor.

We look at correlation data for our arrival indices - which relates satisfaction with individual items to whether student will recommend you. Anything above 35% is important to students. 

Only 79% of students said they were either satisfied or very satisfied globally with their Welcome/Pick up - so there are many improvements needed.

One institution that does get it right is the Lund University in Sweden. It scores 87% for Arrival overall and 88% for it’s Welcome/Pick up which is 9% ahead of the Global Benchmark and in the top 5 overall.

Here’s what they do!

Lund University information about the Welcome programme for ISB

We spoke with Maria Yartseva, Student Relations Officer at Lund who explained why they score so well in the Barometer:

“Lund University takes pride in our welcome program for international students, with two staff members in the Global Engagement division planning the program for the spring and autumn semesters.

The program begins with Arrival Day, a full day when about 200 student volunteers and university staff welcome all incoming international students to Lund University. Arrival Day aims to coordinate services and information that students might need on their first day. We have staff and student volunteers at Copenhagen Airport, the nearest major international airport, to welcome students, assist with ticket purchases, and guide them to the train that goes directly to Lund Central Station. At the station, additional student volunteers and university staff meet students at the tracks and help them find the free shuttle service to the Arrival Day venue. At the venue, student volunteers and university staff are present to assist new students. The new students can check in their luggage for free, receive information about orientation weeks and planned activities, pick up their keys if staying at student accommodations, obtain a free SIM card, talk to vendors, and purchase bedding packages.

It’s a fun and dynamic day for us as organisers, and hopefully it’s both useful and helps alleviate stress for students.”

Hopefully you can see how Lund gets this right by really paying attention to the details from meeting at airport, guides to train station, help buy tickets and free shuttles to the campus.

This leads us to recommend some key tips on getting right:

How to Nail Airport Pick-Ups for International Students: Tips and Tricks

Bringing international students to your school is a great chance to make a fantastic first impression. Making sure their airport pick-up goes off without a hitch is super important. Here are some friendly tips and tricks to ensure a smooth experience:

1. Before They Arrive

• Keep Them in the Loop: Send all the necessary details about the pick-up service ahead of time. Include the date, time, and where to meet at the airport.
• Give Them a Contact Number: Share a phone number in case they get lost or need help when they land.

2. Choose a Spot to Meet

• Clear Meeting Point: Pick a specific spot in the arrivals hall that’s easy to find, and let the student know where it is.
• Welcome Sign: Have someone hold up a sign with the student’s name—it's a nice touch that helps them recognize you right away!

3. Friendly Drivers

• Training Matters: Make sure your drivers have good customer service training and know the airport layout.
• Cultural Awareness: Encourage drivers to be respectful and sensitive to different cultures—everyone appreciates a warm welcome!

4. Make Them Feel at Home

• Warm Welcome: A friendly smile goes a long way! Consider offering a bottled water or a little welcome gift to make them feel special.
• Chit-Chat: Encourage drivers to strike up a friendly conversation, allowing the student to share their excitement or any worries they have.

5. Helpful Tips Along the Way

• Share the Route: Let them know what route you’re taking and point out interesting sights along the way—it makes the ride a lot more enjoyable!
• Local Tips: Share cool places to eat, shop, and hang out in the area. It’ll help them settle in and feel more at home.

6. Check In After Arriving

• Follow-Up Message: After the pick-up, shoot them a quick message to see if they made it to their destination okay and if they have any questions.
• Ask for Feedback: Encourage them to share their experience so you can keep improving the pick-up process for future students.

A smooth airport pick-up can really set the tone for international students starting their adventure. By focusing on communication, friendliness, and follow-up, you can help them feel welcome and excited to dive into their new journey. Let’s make their arrival unforgettable!

Read more from the International Student Barometer in the 2025 Global Student Experience Report: