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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,...

Using design cues for better passenger flow at airport terminals

The increasing number of passenger movements in global aviation continues to strain many airports’ terminal capacity for processing passenger flows efficiently. Additional self-service capabilities can help. However, unlike programmable machines, passengers are unpredictable. Self-service solutions can only work with the support of environmental cues that...