Cover Image

Evaluating the traveler's perspective to improve the airport customer experience /

Today's airports have become much more than transportation hubs. They are increasingly becoming places where people dine, shop, relax, work, and interact. This expanded role comes with challenges as airports try to understand and address the needs of their diverse customer base. The TRB Airport...

Full description

Bibliographic Details
Main Author: Ryan, Patricia (Aviation expert) (Author)
Corporate Author: United States. Federal Aviation Administration (sponsoring body.)
Format: Book
Language:English
Published: Washington, D.C. : Transportation Research Board, 2021.
Series:ACRP research report ; 231.
Subjects:
Airports > Management.
Airport retailing.
Airport terminals > Common use facilities.
Consumer behavior.
National Association of State Aviation Officials (U.S.)
Airports > United States > Management.
Aéroports > Gestion.
Consommateurs > Comportement.
Aéroports > États-Unis > Gestion.
United States.
Airport terminals.
Airports.
Online Access:Email address required to view/download the free text.
Table of Contents:
  • Chapter 1
  • Introduction, Chapter 2
  • Guide to the Traveler s Airport Journey, Chapter 3
  • Departure Journey, Chapter 4
  • Arrivals Journey, Chapter 5
  • Factors Affecting the Overall Airport Journey, Chapter 6
  • Measuring the Customer Experience, Chapter 7
  • Application of Findings, References, Appendix A
  • Bibliography, Appendix B
  • Glossary of Terms, Appendices C Through F