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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...

Delay management: calculating late passengers into the system

A major source of unpredictability in air traffic management is passengers, specifically in the boarding process. Some experts estimate that 75% to 80% of delayed flights are due to passengers boarding late or not at all. The difficulty here is that those passengers are also...