Showing 58 ideas for tag "Customer-Experience"
Created by (@benmarcus) kudos icon +

Research Projects

Guidelines to Decentralize Curbside and Security to Alleviate Airport Congestion

Our team aims to architecturally and financially model new ways to relieve airport congestion through the expansion of the curbside, while also allowing for new programs to monetize the landside and the airside. Our team intends to develop architectural solutions for modifying airport parking garages, providing ride share lobbies and amenities, re-programming parking garages and surface lots for alternative uses, and... more »

Voting

8 votes
8 up votes
0 down votes
Created by (@kyle.scapple) kudos icon +

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 »
Created by (@mplazyk) kudos icon +

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 »
Created by (@jussnyder) kudos icon +

Research Projects

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 »
Created by (@jappelbaum) kudos icon +

Research Projects

A Primer: Using Customer Experience Measurement Tools and Data Analytics to Monitor and Improve the Passenger Experience

With increasing passenger demands for personalization, accelerated movement towards a truly seamless journey, and airlines providing amenities throughout the passenger journey, airports are challenged to consistently and regularly measure the quality of the experience in their airports. While many other hospitality industries (hotels, airlines, sports) regularly measure their customer satisfaction, airports often lag... more »

Voting

11 votes
11 up votes
0 down votes
Created by (@abovebeyondts) kudos icon +

Research Projects

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 »

Voting

4 votes
4 up votes
0 down votes
Created by (@karenascott) kudos icon +

Research Projects

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 »
Created by (@karenascott) kudos icon +

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.

Voting

0 votes
0 up votes
0 down votes
Created by (@damon.fordham) kudos icon +

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.

Created by (@damon.fordham) kudos icon +

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.

Voting

1 vote
2 up votes
1 down votes
Created by (@itodreas) kudos icon +

Research Projects

Animals at Airports

There are all kinds of animals coming through airports today: service animals, comfort animals, security animals, and pets, not to mention farm animals, zoo animals, circus animals, primates, uninvited wild animals ("pests"), and marine life. How should airports set up protocols, physical spaces, and customer service messaging to coordinate and manage as today's Noah's Arcs of air travel?

Voting

5 votes
6 up votes
1 down votes
Created by (@jeffrey.spencer) kudos icon +

Research Projects

Landside benefits of merging flight and traveler data

Intelligent Transportation Systems and Flight Tracking app data can be merged to provide real-time information that can reduce landside congestion at airports.

Voting

3 votes
3 up votes
0 down votes
Created by (@jfsmith) kudos icon +

Synthesis Topics

Promoting Collaboration through Sharing Airport, Airline and Others Emergency Plans

Airports, airlines and their emergency response partners can develop a culture of interagency coordination that promotes the regular sharing of airline, airport, and other emergency response plans and strategies. This can provide an opportunity for both airline and support staff and the airports to be familiar with individual corporate emergency response and family assistance plans in the event there is the need for a... more »

Voting

9 votes
9 up votes
0 down votes
Topic Collection
Created by (@askadamcohen) kudos icon +

Research Projects

ACRP Insight Event - Future of Aviation In Reserve

This is a proposal for a two-day ACRP Insight Event on the Future of Aviation at the Beckman Center. The findings from this event would be used to help develop an ACRP future of aviation research roadmap (please see below for more details). The proposed location is recommended due to its closer proximity to key aviation and technology companies and thought leaders who may be interested in planning and/or participating... more »
Created by (@colest) kudos icon +

Research Projects

Assessing the effectiveness of airport services/programs for passengers with disabilities In Reserve

Although many airports are offering services, programs and amenities along with innovative design and technological development to optimize access and mobility of passengers with disabilities and aging travelers, there is no systematic assessment of the effectiveness of these services and programs. Empirical evidence about the cost and benefits of these programs are needed for further and wider implementation of services... more »