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Evaluating the Traveler's Perspective to Improve the Airport Customer Experience

Author:

Publisher:

Published: 2021

Total Pages: 185

ISBN-13: 9780309674027

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 Cooperative Research Program's ACRP Research Report 231: Evaluating the Traveler's Perspective to Improve the Airport Customer Experience presents information and tools to better understand the traveler’s perspective of the airport journey and how airports might respond to the evolving needs of their travelers. Supplemental materials to the report include an executive summary, a multimedia tool that provides visuals to support the findings, and Appendices C through F (which include a social media and media analysis toolkit, a review of creative benchmarking, a sample data summary table for creative benchmarking, and a listing of social media and media analysis resources and guides).

Improving the Airport Customer Experience

Author: Bruce J. Boudreau

Publisher:

Published: 2016

Total Pages: 230

ISBN-13: 9780309375580

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"TRB's Airport Cooperative Research Program (ACRP) Report 157: Improving the Airport Customer Experience documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (such as passengers, meeters and greeters, and employees) and types and sizes of airports. It also identifies potential improvements that airports could make for their customers." -- Publisher's description

Managing Airports

Author: Anne Graham

Publisher: Taylor & Francis

Published: 2023-02-27

Total Pages: 530

ISBN-13: 1000836231

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Fully revised and updated to consider recent developments in the industry, the sixth edition of Managing Airports: An International Perspective provides comprehensive and cutting-edge insight into the processes behind running a successful airport. Logically structured and embellished with illustrative diagrams and tables throughout, this edition approaches management topics from a strategic and commercial perspective and provides an innovative and accessible understanding of how modern-day airports are operated. Containing a plethora of global case studies covering a range of different airports from many different parts of the world, the book maintains a balance between coverage of key principles and practice of airport management, together with thorough consideration of current and topical issues. This edition has been updated to include: • New content on the significant economic and operational impacts of the COVID-19 pandemic on the global air transport industry, technological and digital advances, the changing air transport environment, airline developments, net zero goals and evolving markets. • Updated and expanded content on sustainability development and airports’ adoption of sustainable development goals, changes in airline business models, airport digital marketing, the passenger biometric airport journey and airport diversification strategies. • New and updated international case studies to show recent issues and theory in practice. International and multidisciplinary in approach, this edition is a vital resource for students, lecturers and researchers of transport and tourism, and practitioners within the air transport industry.

Assessing Airport Programs for Travelers with Disabilities and Older Adults

Author: Patricia Ryan (Aviation expert)

Publisher:

Published: 2023

Total Pages: 0

ISBN-13: 9780309687225

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"The travel experience can vary greatly for people embarking on the same journey. In particular, travelers with disabilities and older adults usually experience more challenges journeying through the airport. The TRB Airport Cooperative Research Program's ACRP Research Report 239: Assessing Airport Programs for Travelers with Disabilities and Older Adults provides the industry with resources and tools to enhance existing programs and services and develop new ones. The report also provides effective assessment tools to evaluate, monitor, and improve different aspects of the customer experience for these two target groups. An associated online tool, ACRP WebResource 14: Tools to Assess Airport Programs for Travelers with Disabilities and Older Adults, supplements the report. A PDF file with alt text descriptions for the graphics is available upon request from [email protected]." -- from publisher's website.

Cases on Traveler Preferences, Attitudes, and Behaviors: Impact in the Hospitality Industry

Author: Catenazzo, Giuseppe

Publisher: IGI Global

Published: 2023-08-05

Total Pages: 367

ISBN-13: 1668469219

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In the modern hospitality industry, it is critical to understand travelers’ needs and wants for businesses to survive and remain competitive. Further study on understanding travelers’ motivations is essential in this field. Cases on Traveler Preferences, Attitudes, and Behaviors: Impact in the Hospitality Industry showcases several research-based case studies to understand travelers’ preferences, attitudes, and behaviors to illustrate empirical methodologies in order to guide academics and practitioners in their research endeavors. Covering key topics such as destinations, rural areas, social impacts, and tourism management, this reference work is ideal for industry professionals, policymakers, researchers, academicians, scholars, practitioners, instructors, and students.

Air Transport - A Tourism Perspective

Author: Anne Graham

Publisher: Elsevier

Published: 2019-02-15

Total Pages: 276

ISBN-13: 0128128577

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Air Transport: A Tourism Perspective provides rigorous insights into the current complexities, synergies and conflicts within air transportation and tourism, presenting a balanced, comprehensive, contemporary, and global analysis that thoroughly examines the links between theory and practice. The book offers readers a multi-sector, global perspective on the practical implications of the link between air transport and tourism. By using a novel approach, it systematically explores the successive stages of a tourist's trip-investigating reasons for flying, the airport experience, airline industry structures, competition and regulation, and air transportation and destination interrelationships. In addition, the book explores current and salient debates on such issues as the influence of traveling to visit friends and family, the role of charters versus low cost carriers, public subsidies to support airport development, and much more. Presents insights from an international team of expert contributors with proven research and publication experience in their specialty area Includes cutting-edge analyses based on original research that identifies emerging research directions and policy and managerial implications Utilizes a multidisciplinary approach to fully explore theoretical and policy concepts and their effect on air transportation and tourism development Provides case studies from around the globe in each chapter

Considering and Evaluating Airport Privatization

Author: Sheri Ernico

Publisher: Transportation Research Board

Published: 2012

Total Pages: 124

ISBN-13: 030921405X

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TRB’s Airport Cooperative Research Program (ACRP) Report 66: Considering and Evaluating Airport Privatization addresses the potential advantages and disadvantages of implementing various approaches to airport privatization.

Guidebook for Implementing Intelligent Transportation Systems Elements to Improve Airport Traveler Access Information

Author: Robert Marshall Elizer

Publisher: Transportation Research Board

Published: 2012

Total Pages: 137

ISBN-13: 0309258367

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TRB's Airport Cooperative Research Program (ACRP) Report 70: Guidebook for Implementing Intelligent Transportation Systems Elements to Improve Airport Traveler Access Information provides descriptions, component details, and examples of how airport ground access information can be disseminated using various intelligent transportation systems (ITS) technologies. The guidebook contains tables to help airport operators determine the applicability of certain ITS strategies based on airport operational needs and airport size. The printed version of the report includes an interactive CD-ROM designed to help explore and evaluate the information needs of various airport traveler market segments and to identify ITS technologies that best meet the needs of the airport user. The CD-ROM also contains a decision support tool that allows users to identify appropriate methods of delivering airport traveler information based on the airport traveler market segment.

Guidebook for Evaluating Airport Parking Strategies and Supporting Technologies

Author:

Publisher: Transportation Research Board

Published: 2009

Total Pages: 171

ISBN-13: 0309118093

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This guidebook presents various parking strategies and technologies that are employed, or have potential applications, at airports in the United States. This guidebook will assist airport operators in (1) determining their specific goals as they relate to public parking and their customer needs; (2) gaining an understanding of the parking strategies and technologies that correspond to their goals; and (3) evaluating benefits, costs, and implementation. With parking as the primary source of non-airline revenue at airports, and usually the customer's first and last experience with the airport, it is an important focus in an airport's overall strategic plan. ACRP Report 24 provides - in a single source - a buffet of parking strategies and technologies to complement and achieve airport operators' long-term goals and objectives. This guidebook will be useful to airport parking owners and operators, and their consultants, as they strive to better accommodate the needs of their customers, improve customer service, increase operational efficiency, and enhance net revenues.

A Practical Guide to Airline Customer Service

Author: Colin C. Law

Publisher: BrownWalker Press

Published: 2018-04-16

Total Pages: 302

ISBN-13: 1627346937

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A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.