Improving the Airport Customer Experience (2016) / Chapter Skim
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1 1.1 Introduction Perceptions of airports are changing, as is the way airport operators view their customers. Just a few years ago, if passengers were asked what they expect from their visit to the airport, more often than not their response would include long queues, obtrusive security measures, unhelpful staff, dingy restrooms, crowded gate areas, and little to smile about.
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2 Improving the Airport Customer Experience and greeters, employees) and types and sizes of airports, and (2)
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Introduction to the Guidebook 3 1.3 Overview of the Guidebook The guidebook is organized as follows. Chapter 1 is this Introduction to the Guidebook.
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4 Improving the Airport Customer Experience how a number of leading U.S. airports approach the challenge of improving their customer service.
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Introduction to the Guidebook 5 • Airport customer experience management: A systematic approach to managing the net impression (emotional and rational) produced by the airport experience.
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6 Improving the Airport Customer Experience the terminal space, the furniture and other finishes, airport announcements, and restroom odors are examples of physical touch points. – Subliminal.
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Introduction to the Guidebook 7 searched for relevance, as were the Skytrax world airport rankings. Appendix B includes the complete bibliography.
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