Evaluating the Traveler's Perspective to Improve the Airport Customer Experience

The objectives of this research are to (1) provide guidance for the airport operator from the perspective of the airport traveler through his/her entire journey to (a) address current and evolving experiences and expectations and (b) identify future customer service-related trends and developments; and (2) generate tools to help airport operators collaborate with airport tenants and other service providers to deliver a seamless customer experience. 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.   In order to create a seamless customer experience, the elements of this guidance should include the following:  (1) A description of how customer service needs and expectations by customer type have recently changed; (2) Considerations of travelers’ emotional, informational (e.g., language access plan), cultural, and physical needs and reactions; (3) Recommendations on airport training and hiring practices to ensure a knowledgeable workforce that will exceed standards of service, (e.g., advanced interpersonal skills, tenant/contractor coordination, service recovery); (4) Impacts of any regulatory requirements and changes (e.g., FAA Reauthorization, Act of 2018, etc.); (5) Best practices and methods from comparable industries; (6) New and innovative services, processes, and technologies;   (7) Strategies to manage the customer experience and expectations during disruptive events, (e.g., IROPS, technology outages and malfunctions, etc.); and (8) Consideration on how the customer experience changes based on where they are in the journey.  


  • English


  • Status: Completed
  • 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

  • Performing Organizations:

    IOS Partners, Incorporated

    Coral Gables, FL  United States 
  • Principal Investigators:

    Ryan, Patricia

  • Start Date: 20190501
  • Expected Completion Date: 20200930
  • 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