Research Projects

Update to ACRP Report 157: Improving the Airport Customer Experience In Reserve

Airports strive to improve customer service to meet evolving customer service needs as they shift away from viewing airlines as their primary customers and view passengers as customers and guests of the Airport. The objective of this Problem Statement is to develop an update to the 2016 ACRP Report 157: Improving the Airport Customer Experience to address the needs of commercial airport customers and tenants, and General Aviation users among the key topics. In coordination with the approach to research listed in this Problem Statement, the following topics discussed in the ACRP Report 157 could be updated and expanded upon:

• Customer service needs and expectations by customer type

• Customer experience management approaches and customer service programs

• Improving the customer experience via workforce training and tenant and contractor coordination

• New and innovative technologies to improve the customer experience


Idea No. 117