18 Dec 2019
Creating an airport experience travellers love
Europe - Americas - MEAI - APAC - Global
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 at...