Creating the i-Port: Innovative strategies to enhance efficiencies and the passenger experience

Passengers experience their journey as a single whole. Quality time spent at the airport is as important as quality time spent in the aircraft. To remain successful, airports have to operate in accordance with the experience economy. This paper describes how Amsterdam Airport Schiphol is combining the experience economy with transparency and efficiency. Self-service check-in has become commonplace and Schiphol Airport has also introduced self-service baggage check-in facilities. The styling and design of the lounges combine the best that the Netherlands has to offer; for example, the Rijksmuseum has a branch on site at Schiphol Airport. Innovation often starts with wonder, which is why Schiphol Airport engages young professionals and students. This paper argues that successful airports must be one step ahead of their passengers. For this to be possible, the spirit of innovation must be part of their DNA.

• Record URL:
  http://henrystewart.metapress.com/link.asp?id=11213411u282t332
• Availability:
  • Find a library where document is available. Order URL: http://worldcat.org/issn/17501938
• Supplemental Notes:
  • Abstract reprinted with permission from Henry Stewart Publications
• Authors:
  • Nijhuis, Jos A
• Publication Date: 2012

Language

• English

Media Info

• Media Type: Print
• Features: References;
• Pagination: pp 8-12
• Serial:
  • Journal of Airport Management
  • Volume: 7
  • Issue Number: 1
  • Publisher: Henry Stewart Publications
  • ISSN: 1750-1938
  • EISSN: 1750-1946
  • Serial URL: http://www.henrystewart.com/jam.aspx

Subject/Index Terms

• TRT Terms: Airport operations; Airports; Customer service; Innovation; Passengers
• Identifier Terms: Amsterdam Schiphol Airport
• Subject Areas: Aviation; Planning and Forecasting; I72: Traffic and Transport Planning;

Filing Info

• Accession Number: 01484890
• Record Type: Publication
• Files: TRIS
• Created Date: Jun 21 2013 9:41AM