Improving the Airport Customer Experience – UPDATE to ACRP Research Report 157

Airports strive to improve customer service to meet changing customer service needs as they move away from viewing airlines as their primary customers and start viewing passengers as customers and guests of the airport. Providing quality airport customer service is a constantly-evolving airport goal nationally and internationally as new technologies from other industries and innovations in the airport industry are introduced. Customer experience is a key driver of passenger satisfaction, airport revenue, and the overall ranking of an airport. Customer experience in an airport is influenced at many touch points—remotely visiting an airport’s website prior to a trip, traveling to and from the airport, and at the airport itself. Yet, airports often have limited influence on many of these touch points as they connect people and goods at a regional, national, and international level. Recently, ACRP published ACRP Report 157: Improving the Airport Customer Experience (2016), which 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 (2016) identifies key elements of the international customer experience that can influence satisfaction. However, since users’ expectations continue to evolve, and new technologies and social issues continue to emerge, an update and a broadened scope is needed.


  • English


  • Status: Proposed
  • Funding: $500000
  • Contract Numbers:

    Project 01-40

  • Sponsor Organizations:

    Airport Cooperative Research Program

    Transportation Research Board
    500 Fifth Street, NW
    Washington, DC    20001

    Federal Aviation Administration

    800 Independence Avenue, SW
    Washington, DC  United States  20591
  • Project Managers:

    Schatz, Theresia

  • Start Date: 20180731
  • Expected Completion Date: 0
  • Actual Completion Date: 0

Subject/Index Terms

Filing Info

  • Accession Number: 01677206
  • Record Type: Research project
  • Source Agency: Transportation Research Board
  • Contract Numbers: Project 01-40
  • Files: TRB, RiP
  • Created Date: Jul 30 2018 3:03PM