Creating an airport experience travellers love

18 December 2019

Providing a seamless and enjoyable journey to travellers can lead to deeper customer loyalty, improved engagement and increased spend at the airport, according to our latest global ‘Airport Journey’ research.

The airport experience is an interconnected ecosystem of moments, often delivered by different parties – airport authorities, merchants, food and beverage outlets, duty-free and airlines. In order to create an exceptional experience, they must make traveller satisfaction – across the entire journey – a paramount concern.

We surveyed over 6,600 people across 11 countries in the Americas, EMEA, and APAC to track evolving traveller preferences and behaviours, and learn more about travellers’ satisfaction with the airport experience.

The research indicates many key opportunities for airports and other businesses to enhance traveller satisfaction. For example, as millennials and millennial-minded consumers demand more from airports, airports need to find ways of capturing consumer attention directly.

Encouragingly, traveller satisfaction with airports is improving, with 63% of travellers* saying the airport experience is enjoyable as opposed to 50% last year, but there is still a significant gap between travellers’ ideal experience and what airports deliver.


Airport experience 


To find out more, read our latest whitepaper to find out how airports and other businesses in the travel experience landscape can help to give travellers a little more luxury, comfort and peace of mind. Right across the journey. Creating a journey travellers can love.

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*Collinson’s 2019 data draws on five additional markets not included in the 2018 data; with markets held constant, a jump of eight percentage points YoY was recorded.