All sizes of international airports place a high premium on improving the passenger experience. It is becoming more and more crucial to guarantee that travellers may experience a hassle-free, enjoyable journey beginning with their booking and continuing through the airport and flight.
In response to increasing demand and high expectations, airports and airlines are developing innovative strategies to maintain passenger satisfaction and maximize operational effectiveness.
Why is the passenger experience given such importance?
Since there is fierce competition throughout the whole transportation industry, it is essential to prioritise customer happiness. The value of the airport services and, consequently, the reputation of the airport, can be significantly improved by improving the passenger experience at the airport. Increased customer satisfaction can also lead to chances for airports to boost non-aeronautical and aviation-related revenue. Whether they are travelling for work or pleasure, passengers want to feel at ease, secure, and like they are having a good time. Here are three strategies to assist your passengers as they navigate theirs.
- Reduce delays by ensuring a comfortable passenger experience from the outset.
Any form of delay becomes stressful from the moment the passenger journey begins. Whether this is brought on by an unforeseen traffic difficulty, an issue with airport parking, a hold-up at security, or a flight delay, it all adds up for travellers.
Once passengers arrive at the airport, operators and airlines have the chance to make a difference by giving them the best experience possible. Utilizing advanced check-in or baggage handling technology, for example, might speed up initial processing times while assisting with advance parking arrangements and providing real-time travel guidance.
- Keep travellers informed: provide timely information to passengers
Arriving at the airport can be a stressful experience for passengers even when there are no unforeseen delays. It must be quick and simple to access information on flights, check-in counters, and departure gates, with easy access to the proper location.
It is generally recognised that waiting in lines is one of the major sources of anxiety for travellers in airports, therefore if this can be reduced, it would improve the experience of travellers right away. According to earlier research, travellers frequently forget how long they spent in line and can become agitated very fast when there is an airport delay.
The most recent Flight Information Display Systems (FIDS) technology provides the means to guide and inform passengers in real-time, which can significantly contribute to a positive experience. These may now be fully connected to give information to any location in the airport at any time. This can be utilised to efficiently control passenger movement, provide real-time updates, and even enable advertising content at strategic locations.
3. Evaluation and data analysis: providing what travellers desire
Understanding what passengers want from their journey is essential for improving the overall passenger experience. This entails asking them questions, paying attention to their responses, and letting them know how crucial they are to the success of your operations.
The collection, evaluation, and analysis of data are essential for enhancing the traveller experience and optimising the flow of travellers through your airport. For operational management, utilising integrated and in-cloud technologies may efficiently automate reporting and analysis, enabling a thorough view of the airport in real-time.
Gaining access to this perspective allows airport management teams to anticipate delays, spot problems before they become major ones, and sustain passenger flow while enhancing resource management on the ground.
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