Challenges and opportunities to improve customer experience for existing airport assets: Case study of Amsterdam Airport Schiphol T1 refurbishment

Joeri Aulman, Michiel Van Goor and Gerard Van Der Veer
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Joeri Aulman: Airport Planner and Project Manager, Netherlands Airport Consultants, The Netherlands
Michiel Van Goor: Project Director, Schiphol Group, The Netherlands
Gerard Van Der Veer: Director at Netherlands Airport Consultants, The Netherlands

Journal of Airport Management, 2021, vol. 16, issue 1, 25-34

Abstract: Airports are faced with changing requirements for their existing airport assets and are under significant budget, sustainability and customer expectation pressures. This paper shares insights from Schiphol Amsterdam Airport and its consultant Benthem Crouwel NACO (BCN/NACO) on the redevelopment of Terminal 1 as a case study on meeting changing requirements in the aviation sector by smart use of existing infrastructure, retaining buy in from the wider airport organisation and stakeholders and meeting the new standards in sustainability and customer experience.

Keywords: Smart airports; customer experience; sustainability; cost efficiency; flexibility; constructability (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2021:v:16:i:1:p:25-34

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