Passenger Surveys as a Tool for Level-of-Service Analysis at Airport Terminals

An appropriate level of service at an airport passenger terminal could help attract new customers and more businesses. Furthermore, it could ensure the satisfaction of passengers and provide a better image to the airport. In this case, the passenger is considered the “key” client of an airport. Application of interviews and questionnaires to assess the quality of services at a terminal considering the user perspective is a common practice. This paper aims to make some reflections and considerations about this method and presents a case-study at the Cologne Bonn Airport (Germany); it had a movement of 10.3 million passengers in 2008; this index is below the total capacity (14 million passengers/year). Airport managers at the airport have focused on investing in security and facilitation at the control points of the passenger terminal. In addition, they intend to expand space for non-aviation activities to attract passengers and visitors, and to transform the airport in a modern shopping center. In order to develop the analyses, statistics and multivariate analysis were applied. According to the results of a passenger survey, all components of the airport were rated above 3 in average (within a scale of 1 to 5). The average marks for the “check-in” procedure was 4, for every airline, which classifies the level of service for this activity as “very good”, according to the perception of the passengers interviewed. Finally, an overall assessment of the survey method (including its advantages, disadvantages and recommendations) is portrayed at this paper.


  • English

Media Info

  • Media Type: DVD
  • Features: Figures; References; Tables;
  • Pagination: 13p
  • Monograph Title: TRB 89th Annual Meeting Compendium of Papers DVD

Subject/Index Terms

Filing Info

  • Accession Number: 01151165
  • Record Type: Publication
  • Report/Paper Numbers: 10-2485
  • Files: TRIS, TRB
  • Created Date: Jan 25 2010 11:10AM