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Reimagining the passenger experience: The importance of building a customer-centric strategy


What does enhancing the passenger experience truly mean? What actions can airport managers take to improve the passenger experience?

Airports, airlines, architectural and engineering firms, and third-party providers are not on the same page with what the concept of passenger experience really means. Today’s industry literature indicates that passenger experience is focused on new and innovative commercial offerings, airport branding, the creation of a sense of place, and digital engagement through new technology. However, too often airports focus on retail, passenger marketing, and communication but do not deliver on the efficient, uncongested and informed passenger path from the curb to the gate.

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