Improving the passenger experience by providing targeted information to passengers

Christof T. Kontogiannis
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Christof T. Kontogiannis: Flughafen Köln Bonn GmbH, Germany

Journal of Airport Management, 2024, vol. 18, issue 3, 237-245

Abstract: This paper focuses on the importance of the passenger experience at airports and the role of targeted and controlled information in improving this experience. Satisfied passengers not only return, but also make positive recommendations, which in turn has an impact on non-aviation-related revenues. The amount of available information for passengers can be enormous, which can lead to stress, but is also important for their journey and thus for their airport experience. Therefore, targeted information and updates play a crucial role in making the journey from arrival to departure seamless and enjoyable. The paper emphasises that better-informed passengers are less stressed, highlighting the need for targeted information. Modern technologies enable airports to establish direct communication channels with their passengers and integrate targeted and controlled updates into these platforms to not only provide important information, but also to respond to individual needs and requests, thus personalising the passenger experience. Furthermore, the importance of targeted and controlled information at various points in airport operations is highlighted, such as in general terminal areas, security checks and border controls. Adjusting the volume and content of announcements to the specific situation can provide passengers with a more pleasant experience. Additionally, the implementation of modern technologies, proactive communication and continuous development are crucial to providing a seamless, personalised and enjoyable experience.

Keywords: passenger experience; passenger journey; information; communication; terminal announcements; stress reducing; enjoyable (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2024
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