Integrating traveler needs into airport concessions

The Phoenix Sky Harbor International Airport in Arizona prides itself on excellent customer service, as well as providing amenities that travelers find appealing. As part of its Terminal 3 modernization program, it is in the process of surveying travelers to discover what is most important to them. A three-pronged approach in order to understand what travelers want is required, as follows: 1) gathering information via online surveys; 2) using intercept surveys in the terminals and gate areas; and 3) hosting focus groups to probe customer feedback.


  • English

Media Info

  • Media Type: Print
  • Features: Figures; Photos;
  • Pagination: pp 14-16
  • Serial:
    • Airport Magazine
    • Volume: 26
    • Issue Number: 3
    • Publisher: AAAE Service Corporation, Incorporated
    • ISSN: 0744-5326

Subject/Index Terms

Filing Info

  • Accession Number: 01532991
  • Record Type: Publication
  • Files: TRIS
  • Created Date: Aug 7 2014 9:41AM