Although many airports are offering services, programs and amenities 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 and programs that assist passengers to successfully navigate ...more »
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 »
Everyone flies! Today's traveling public is more diverse than ever. U.S. airports are serving people of more countries of origin, age ranges, language groups, nationalities, ethnicities, religious groups, physical/cognitive abilities, and income brackets than ever before. However, most airports have not done an adequate job of modernizing their communications and facilities to accommodate this diversity. Not only are ...more »
The objective of the research is to update the Marketing Guide for Small Airports to include business-to-business marketing and digital media thus resulting in a new model for business-to-business marketing for smaller airports.