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

Improving the airport customer experience is emerging as a high priority goal for domestic and international airport travelers as their needs and expectations evolve in response to changing conditions, new and innovative services, processes, and technologies. It is a key driver of customer satisfaction, airport reputation, revenue, and the overall ranking of an airport. Throughout the customer journey, there are several opportunities to improve the customer experience along numerous touch points—from planning the trip to traveling to, through, and from the airport. Yet, airports often have limited influence on many of these touch points. ACRP Report 157: Improving the Airport Customer Experience 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 identifies key elements of the international customer experience that can influence satisfaction. However, since customers’ expectations continue to evolve, and new technologies and social issues emerge, the traveler’s perspective can provide additional insight on ways to improve the 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.    


  • 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: 20190515
  • 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