Showing 72 ideas for tag "customer-experience"

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... more »

Research Projects

Practical guidance to combat human trafficking at airports In Reserve

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.

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

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 »

Research Projects

The uberization of business aviation In Reserve

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 »

Research Projects

Airport Common Use Program Development Guidebook In Reserve

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 »

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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Autonomous shuttles for passenger and delivery services transport to/from the airport.

The expected benefits of the deployment of autonomous shuttles include a more efficient transportation system and improved safety. However, there are still many challenges that need to be addressed and resolved prior to the full deployment of such technology. These challenges can be summarized into five categories of (1) technology development; (2) user acceptance; (3) safety; (4) social and economic issues; and (5) regulations,... more »

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Revolutionize Gate Boarding and Customer Experience with "Gate on the Go"

Imagine an opportunity to increase customer experience, positively impact MBR, resolve congestion for boarding lines and enhance facility usage, all with a new idea for managing gate operations. All of this can be accomplished by removing the standard millwork podiums at gates and incorporating mobile carts for the agents. Similar to what you would see nurses using for patients, using a cart the gate agents will have... more »

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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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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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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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