Showing 58 ideas for tag "customer-experience"
Created by (@jnavarrete)

Research Projects

Update to ACRP Report 157: Improving the Airport Customer Experience

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... more »
Created by (@damon.fordham)

Research Projects

Practical guidance to combat human trafficking at airports

This project will create a practical guide that provides airport managers and other key personnel with day-to-day strategies to help combat human trafficking at airports. The need for this guidance was identified at the May 2018 ACRP insight event on economic and social sustainability.

Created by (@karenascott)

Research Projects

A Primer and Guidebook on Airport Digital Transformation and Assessment of Your Organization's Readiness

The development of a Primer and Guidebook to assist Airport's with assessing their readiness for digital transformation. The results of this research would support Airport's to understand exactly where they are on the transformation continuum and provide guidance and direction on the next steps of the journey.

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Created by (@karenascott)

Research Projects

Guide to Airport Innovation – Creating an Organizational Fit for the Future

Airport teams are ramping up innovation labs, centers and executive level positions to support critical thinking, strategy and innovation. Airports need an approach to innovation that is powerful, effective and broadly assessable, that can integrate into all aspects of the business and region, and that individuals and teams can use to generate breakthrough ideas that are implemented and have a meaningful impact in the... more »
Created by (@jwalewski)

Research Projects

The uberization of business aviation

New technologies continue to arise regarding the ability to coordinate for the shared use of smaller business aircraft, in turn creating increasing pressure to provide such services to the general public, in turn creating significant conflicts between just what is – and what is not – permitted under 14 C.F.R. Part 91. Additionally, eVTOL aircraft are rapidly under development and moving to the demonstration stage, creating... more »
Created by (@richard.tregaskes.fgould.com)

Research Projects

Improve Traveler Experience while Generating Additional Revenue Through the Effective Use of Data

Recent data suggests that a 0.01% increase in passenger satisfaction results in an increased spend of $0.80 per passenger, while an additional 10 minutes spent in line, decreases that spend by 30%. Using available data to generate and push valuable information to the traveling public will optimize and help streamline the passenger travel experience, leading to increased passenger satisfaction, as well as increased airport... more »

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Created by (@kyle.scapple)

Research Projects

Airport Common Use Program Development Guidebook

In 2010, the ACRP published Report 30: Reference Guide on Understanding Common Use at Airports. Since that time, the airport strategies for implementation of common use and the technological solutions have significantly changed. Today, there is a greater focus on the "seamless passenger journey", providing new common use options, introducing technology innovations, and adapting to new business models. The research proposed... more »
Created by (@justinphy)

Synthesis Topics

Airport Pandemic Response Technologies Guidebook

The Covid-19 Pandemic has had a more deleterious effect on the worldwide aviation system than anything that has come since the Wright Brothers first set wing to wind in the early 1900's, eclipsing even the impacts associated with the September 11th attacks in 2001. The governmental guidelines (in some municipalities, stated as requirements), for physical distancing (the now-infamous six-foot rule), may work manually and... more »

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Created by (@stanley.tse)

Research Projects

Revenue and Customer Satisfaction Decision-Enabler Model

A research paper and computational model is needed to help airports thoroughly look at financial decisions for new infrastructure that result in improved processing rates, increasing non‐aeronautical revenue justifications, prioritizing gating requests that match with changes in airline network models, creating the best financial return for all parties, and improves the overall satisfaction of passengers (check‐in, security... more »

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Created by (@sjvail)

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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Created by (@elliott.paige)

Research Projects

Modernizing Air Cargo Operations in U.S. Airports

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 »

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Created by (@grant.gray.faithgroupllc.com)

Research Projects

Guidance for Identifying and Implementing "Touchless Travel" Technologies at Airports

Airports are in need of a guidance to identify key touchpoints and implementable technology solutions to institute a "touchless travel" model in order to improve security and safety for passengers, employees, and tenants.

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Created by (@sashiabor)

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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