Showing 74 ideas for tag "Customer-Experience"

Synthesis Topics

Promoting Collaboration through Sharing Airport, Airline and Others Emergency Plans

Airports, airlines and their emergency response partners can develop a culture of interagency coordination that promotes the regular sharing of airline, airport, and other emergency response plans and strategies. This can provide an opportunity for both airline and support staff and the airports to be familiar with individual corporate emergency response and family assistance plans in the event there is the need for a... more »

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A Primer: Using Customer Experience Measurement Tools and Data Analytics to Monitor and Improve the Passenger Experience

With increasing passenger demands for personalization, accelerated movement towards a truly seamless journey, and airlines providing amenities throughout the passenger journey, airports are challenged to consistently and regularly measure the quality of the experience in their airports. While many other hospitality industries (hotels, airlines, sports) regularly measure their customer satisfaction, airports often lag... more »

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Guidelines to Decentralize Curbside and Security to Alleviate Airport Congestion

Our team aims to architecturally and financially model new ways to relieve airport congestion through the expansion of the curbside, while also allowing for new programs to monetize the landside and the airside. Our team intends to develop architectural solutions for modifying airport parking garages, providing ride share lobbies and amenities, re-programming parking garages and surface lots for alternative uses, and... more »

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Airport Operational Databases (AODB): Benefits to the Airport Stakeholders and Users

Airport operations from the curbside to the airspace are increasingly relying on data. Airport operators and their stakeholders are procuring airport operations suites that do not necessarily talk to each other (even within the same stakeholder/entity). The purpose of the Airport Operational Databases (AODB) is to create an Airport Information Center integrating various operational data for making them available to a... more »

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Develop Protocol for Carbon Offset by using Vegetarian Food in Airports and Aircrafts

Perform economic, environmental and social benefits analysis of using plant based diet in airports and flights.
Industrial meat, poultry, and dairy production has a huge footprint of resource consumption--energy, water, and land. As a result the practice produces air, water and land pollution. The practice also causes human health related deceases.

A triple Bottom Line analysis of low carbon plant based food usage... more »

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Guidance for Enhancing the Customer Experience for Senior Passengers

Wheel chairs and wheel chair pushers abound in airports as the population ages. Aside from the logistics and facilities issues such as large font signage and cell phone apps, the more serious issues of passengers becoming disoriented, dealing with dementia that has not been diagnosed, losing carry-on bags or falling victim to scams while traveling are becoming more problematic. Airports require more guidance to detect... more »

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Digital Twin for Airports: Going Beyond BIM

Building Information Modeling is mainly used for design & construction phase of an airport project. Ultimately, if stated in the project contract requirements, as-constructed model data is transitioned to Asset Management platform used by Airport Facilities Management team. Hence, the intent of BIM is to represent a physical space digitally for construction purpose and not to address daily occupancy and utilization of... more »

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Using Data and Behavioral Sciences to Enhance the Customer Experience through an Engaged and Skilled Workforce

Customer experience is a key driver of passenger satisfaction, airport revenue, and the overall ranking of an airport. Helping airports to become more people-oriented, to listen to the voice of their customers, and proactively meet the needs of diverse customers, particularly international passengers, will enhance the overall airport experience, and allow American airports to better compete with top international airports.... more »

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Best Practices for Implementing Effective Airport Biometrics - A Primer In Reserve

Air traveler volume is rising year over year, placing strain on airport facilities' ability to process passengers efficiently and effectively in an operational footprint constrained by long-term capital investments. Additionally, airports must continuously mitigate against the risk posed by the "insider threat." Biometrics (e.g. fingerprint, facial, iris recognition) have the potential to mitigate these risks, capture... more »

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Emerging Ground Access Technologies at Airports: A Primer In Reserve

New ways to ride from/to the airport are emerging: micromobility, autonomous and connected vehicles, electric vehicles, Hyperloop, underground electric skates, urban air mobility, etc. Old ways are being recycled and improved, such as (but not limited to) bus rapid transit (BRT), light rail, high speed rail (e.g., Brigthline station at MCO), etc.

Research Projects

Guidance on Developing an Airport Service Operator Business Model

A Service Operator Model (SOM) is a business model for airports to consider adopting which is a change for most U.S. airports from a landlord management approach to a more collaborative business approach by managing all of the functional areas of the passenger journey. The Guidance will describe initial steps such as developing the business model that fits your airport.

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Airport Baggage Handling System Guide

To develop a comprehensive resource on Baggage Handling System (BHS) planning and design aimed at assisting airport planners, manufacturers and airport operators. The report will help planners and architects to design new BHS, expand or modify existing systems and provide improved operation and maintenance. The goal of the report should be to supplement existing design criteria including publications from TSA, IATA and... more »

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Urban Air Mobility Market Study In Reserve

Urban Air Mobility (UAM) is a safe and efficient system for air passenger and cargo transportation within an urban area, inclusive of small package delivery and other urban Unmanned Aerial Systems (UAS) services, which supports a mix of onboard/ground-piloted and increasingly autonomous operations. In recent years, UAM has developed rapidly due to advances in technology and with pilot projects underway in Dubai and planned... more »

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Streamline security screening - internationally

The pre-check line is a great way to streamline the screening checkpoint but unfortunately it's only applicable to the USA. Often the flow at the standard lane is slower due to carry-on luggage screening. It seems the full body imaging goes quicker than the luggage screening, the difference is even greater if it's only the arch metal detector. If we split the lanes between passenger with carry-on luggage (small suitcase... more »

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