Showing 34 ideas for tag "Customer-Experience"

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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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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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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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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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

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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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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Research Projects

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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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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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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