Effectiveness of Technology to Improve Airport Customer Service

Airports realize the importance and benefits of gathering and analyzing data, using the latest technology available, to understand and improve customer experiences at airports. The passenger experience is being significantly affected and shaped by technological developments. From the moment of booking to departure and arrival, new technologies are changing the way airports interact with passengers while creating operational efficiencies. Airports would benefit from a guide to help identify, evaluate, select, implement, and maintain technologies related to the customer experience. The objective of this research is to develop a guide for implementing technology to improve the customer service experience at airports.


  • English


  • Status: Proposed
  • Funding: $400000
  • Contract Numbers:

    Project 03-76

  • 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:

    Navarrete, Joseph

  • Start Date: 20230808
  • Expected Completion Date: 0
  • Actual Completion Date: 0

Subject/Index Terms

Filing Info

  • Accession Number: 01889779
  • Record Type: Research project
  • Source Agency: Transportation Research Board
  • Contract Numbers: Project 03-76
  • Files: TRB, RIP
  • Created Date: Aug 8 2023 4:56PM