Passenger Experience

Passenger Experience is a key success factor for airports, and we have shaped this field through our collaboration with ACI and our research since 2012. We place people at the heart of the airport business and create solutions that ensure passengers feel comfortable, supported and valued throughout their journey. With our tailored services, we make your airport enjoyable, memorable and inclusive for all customers – today and in the future.

We…

• develop Airport Strategies to strengthen the Passenger Experience
• systematically enhance Passenger Experience across Premises, Processes and People at all touchpoints
• analyse passenger needs and expectations and develop tailor‑made initiatives for key target groups (e.g. elderly travellers, families)
• design initiatives for a “Smart, Frictionless & Green” passenger journeys
• deliver workshops at airports that bring together frontline staff and key stakeholders to jointly enhance the passenger experience
• improve service quality through the implementation of KPIs and SLAs
• develop solutions that reduce stress levels and improve well‑being