Enhancing the passenger experience through an integrated approach to self-service opportunities

Frank Barich, Leslie Ruiz and Jim Miller

Journal of Airport Management, 2015, vol. 10, issue 1, 49-63

Abstract: The aviation industry continues to rapidly adopt passenger self-service functions, but largely in a caseby- case manner, without regard to the benefits of information sharing and integration across the entire passenger journey. This paper provides a focus for the airport operator, airline and key airport stakeholders in improving the passenger’s journey through the entire air travel experience. It specifically presents the requirements for, and benefits of, a well-established integrated passenger self-services programme (IPSSP). In discussing the passenger processing challenges, this paper presents a concise method for establishing an airport-wide IPSSP. Emphasis is given in the later portion of the paper to an analysis of passenger services across all process areas of an airport. Readers will get a better understanding of how an airport operator and its stakeholders can improve the offering of passenger self-services through the establishment of an IPSSP. Key benefits to an IPSSP are greatly enhancing the overall passenger experience, improving passenger flow and providing additional commercial opportunities for the airport operator and its other customers — especially airlines and concessionaires.

Keywords: passenger self-services; integration; passenger’s journey; customer service; passenger flow (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2015
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