Showing 58 ideas for tag "Customer-Experience"

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

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

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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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

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 »

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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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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Research Projects

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 »

Research Projects

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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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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