Improving the airport customer experience is emerging as a high priority goal for domestic and international airport travelers as their needs and expectations evolve in response to changing conditions, new and innovative services, processes, and technologies. It is a key driver of customer satisfaction, airport reputation, revenue, and the overall ranking of an airport.
Throughout the customer journey, there are several opportunities to improve the customer experience along numerous touch points—from planning the trip to traveling to, through, and from the airport. Yet, airports often have limited influence on many of these touch points. ACRP Report 157: Improving the Airport Customer Experience offers comprehensive guidance to help airports address many topics related to improving and maintaining customer experience. Also, ACRP Research Report 161: Guidelines for Improving Airport Services for International Customers identifies key elements of the international customer experience that can influence satisfaction. However, since customers’ expectations continue to evolve, and new technologies and social issues emerge, the traveler’s perspective can provide additional insight on ways to improve the customer experience.