Breaking the passenger experience

Hunter S. Fulghum
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Hunter S. Fulghum: Arts & Engineering PLLC, USA

Journal of Airport Management, 2025, vol. 19, issue 3, 266-275

Abstract: This paper focuses on the contradiction within the airline and airport industry regarding the stated focus on improving the passenger experience and the actual conditions that most passengers face when travelling. The commercial travel industry presents and promotes itself as introducing new technologies and systems and expanding and improving airport spaces in order to create a positive and pleasant journey for the passenger. The reality is that passenger satisfaction with air travel is decreasing even as airlines and airports deploy new systems and rebuild airport spaces. This paper is presented to call attention to the gap between what is said and what is done in terms of serving the customer. This article is also included in The Business & Management Collection which can be accessed at https://hstalks.com/business/.

Keywords: passenger experience; passenger journey; customer satisfaction; technology; stress; satisfaction (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jam000:y:2025:v:19:i:3:p:266-275

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