Airport service quality and the passenger experience

Anne Graham

Chapter 20 in Research Handbook on Air Transport Management, 2026, pp 261-271 from Edward Elgar Publishing

Abstract: This chapter discusses the concepts of airport service quality, customer satisfaction and the customer experience. The focus is primarily on the passenger, being the most complex airport customer to consider. The chapter begins by examining how service quality and customer satisfaction have been assessed both within the academic literature and practically by the industry. International comparisons and service quality benchmarking are then discussed. This leads to a discussion of the passenger experience with an evaluation of this holistic concept, the part played by different stakeholders and how this links with service quality ideas. This is followed by an evaluation of the drivers of service quality and passenger experience, which considers travel-related and sociodemographic passenger characteristics as well as more complex segmentation related to passenger attitudes and needs. The role played by different airport processes and commercial facilities, digital technologies and economic regulation is also discussed. The chapter concludes by evaluating how the passenger experience can be enhanced in the future, particularly within an ever-increasing competitive airport environment and with more discerning and experienced passengers.

Keywords: Airport; Quality; Service; Experience; Satisfaction; Expectations (search for similar items in EconPapers)
Date: 2026
ISBN: 9781035336272
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