Evaluating the Traveler's Perspective to Improve the Airport Customer Experience
This report guides the airport operator in using a customer-centered approach and rethinks the airport experience through the customers’ perspectives. This Guidebook follows the customer’s entire journey—from pre-trip activities, to the airport(s), and back to the point of origin. It addresses current and evolving experiences and expectations and identifies emerging trends and developments likely to affect customer experiences in the future. Supplementing the Guidebook is a multimedia tool (available at http://acrp0140.strdemo.org/) that envisions the journey of different traveler segments and includes summary guidelines on how airports may address the varying needs of different segments to deliver a seamless customer experience. The tool also includes firsthand accounts from travelers on their airport journey experience and captures the emotions travelers may experience at different journey points. The audience for this research is the airport operator who has already prioritized the customer experience as an important airport function and is implementing programs to improve it.
- Record URL:
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Availability:
- Find a library where document is available. Order URL: http://worldcat.org/isbn/9780309674027
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Authors:
- Ryan, Patricia
- Sood, Komal
- Vasigh, Bijan
- Wildman, Jessica L
- D’Andrea, Lise
- Publication Date: 2021
Language
- English
Media Info
- Media Type: Digital/other
- Features: Appendices; Bibliography; Figures; Glossary; Photos; References; Tables;
- Pagination: 199p
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Serial:
- ACRP Research Report
- Issue Number: 231
- Publisher: Transportation Research Board
- ISSN: 2572-3731
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Publication flags:
Open Access (libre)
Subject/Index Terms
- TRT Terms: Airports; Customer satisfaction; Customer service; Handbooks; Travelers
- Subject Areas: Aviation; Passenger Transportation; Terminals and Facilities;
Filing Info
- Accession Number: 01775511
- Record Type: Publication
- ISBN: 9780309674027
- Report/Paper Numbers: ACRP Project 01-40
- Files: TRIS, TRB, ATRI
- Created Date: Jun 28 2021 12:41PM