How can open data help airports to improve customer satisfaction?

Christian Becker and Kristof Boettcher
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Christian Becker: FREESIXTYFIVE GmbH, Germany
Kristof Boettcher: M2P Consulting GmbH, Germany

Journal of Airport Management, 2024, vol. 18, issue 4, 422-432

Abstract: In the evolving landscape of airport management, leveraging public data emerges as a transformative strategy to enhance operational efficiency and customer satisfaction. This paper explores the integration of data analytics in airport operations, illustrating through case studies how airports can utilise open data to optimise performance, improve passenger experience and streamline security processes. We highlight the significant benefits of adopting data-driven approaches, including increased operational transparency, improved decision making and enhanced service quality. Our findings underscore the pivotal role of public data in driving innovation and sustainability in airport management, offering actionable insights for airport authorities and stakeholders. This paper serves as a stimulus on how to benefit from the use of open data.

Keywords: transformation; multimodal; mobility; experience hubs; passenger expectations; seamless experience; sustainability; transport competition; competitive pressure; alternative mobility providers; revenue generation; non-aeronautical revenues; data analytics; operational efficiency; customer service improvement; data-driven decision making; passenger experience analytics (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2024
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