Showing 74 ideas for tag "Customer-Experience"

Research Projects

Cultural and Social Behavior Shifts Towards the Touchless Journey

The "touchless journey" results in significant changes that have been long-coming, but is now on an accelerated path resulting from the pandemic. Depending on the nature of the individual, new (especially technology) solutions bring both satisfaction and fear - all of which bring out a growing need for research and guidance on cultural and social behavioral shifts.

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Research Projects

Guidebook for Airports to Enhance/Support FAA Trajectory Based Operations (TBO)

The FAA's "Vision for Trajectory Based Operations", Version 2.0 dated September 2017, states that TBO will leverage NextGen improvements to make flight operations more efficient and predictable:
"TBO in 2025 depends upon use of improved data sets and greater collaboration between the FAA and its customers to enable better traffic planning and scheduling decisions. Improved data sets reflect access to new data elements,... more »

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Modernizing Air Cargo Operations in U.S. Airports In Reserve

Air cargo is vital part of supply chain for many companies and cities. Air cargo carries about 35% contribution in value terms of the world's cargo, only 1% in volume, yet many airports, especially in the USA, still do not have modern technology such as Cargo Community Systems, material handling systems in warehouses, and airports designed to move cargo, including e-commerce cargo, at the same speed and efficiency as... more »

Legal Aspects of Airport Programs

Reconciling Privacy Laws with Biometric Innovation at Airports

It is proposed to conduct legal research to produce a survey of Federal, state, and foreign privacy laws applicable to the collection and use of biometric technology by the air industry, analyses and categorization of pertinent laws, and their requirements, and a discussion of practices best designed to foster compliance.

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Research Projects

Guidebook for Improved Data Privacy Management In Reserve

Airports are collecting and processing a large amount of data from a traveler, including but not limited to personal identification, medical records (COVID-19 related), and biometric information. The guidebook intends to analyze the status quo of how US airports handle data privacy and to inform airport stakeholders of a comprehensive strategy to guide them towards better data privacy management.

Research Projects

Guidance for advancing social equity at airports

This project will develop comprehensive guidance for advancing social equity at airports, including example programs and initiatives, how to address equity in project management and staffing, and best practices for airport executives.

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Research Projects

Development of Baggage Handling System decision making framework based on total cost of ownership In Reserve

Baggage Handling Systems (BHS) are critical pieces of infrastructure at every airport. They are large, complex, and costly to operate, and their lack of performance can have massive impacts on airport, airlines, and passengers. The research aims to provide airport stakeholders with a set of tools to make the best, transparent decisions regarding their BHS from a total cost of ownership perspective. Expanding on current... more »

Research Projects

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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Research Projects

Airport Travelers' Emotions related to Improving Airport Customer Experiences

Most U.S. airports do not have a complete understanding of the range of emotions their travelers experience at the airport. More research needs to be conducted to identify the sentiments expressed by passengers at different journey points and the root causes for why they feel the way they do. Once the root cause is identified, airports then must consider resolving any issues related to a negative emotion experience by... more »

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