Author: Karin Elbers

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Roadmap to terminal experience excellence

Airports spend millions on implementing new screening technology to make the passenger terminal processing flow faster and as painless as possible. Unfortunately, poor customer service can still completely defeat the purpose of innovations meant to improve the passenger experience. Passengers always remember bad customer service,...

A balanced approach to the passenger journey

Improving passenger experience is a hot topic in the aviation industry. Too often, though, it results in the optimisation of a singular efficiency aspect. That approach is simply too narrow to improve overall passenger satisfaction. A balanced approach between efficiency and experience that considers the...

Ground handling needs more safety

Airplane damage caused during ground handling is estimated by IATA to cost airlines nearly $4 billion annually. Total cost to the global aviation industry is thought to be more than double that. Although the exact cost of this relatively hidden problem is unknown, it’s clear...