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Guidelines for passenger services at European airports
Posted on: 17 June 2014
By: mackene
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Filed under: News
The airport trade body ACI EUROPE has released its latest publication which looks at how airports should conceptualise, plan and deliver their passenger experience. The new Guidelines offer a holistic approach to passenger services at airports, looking at how passenger needs and expectations have changed and at the role and remits of airports operators and other partners in shaping the overall airport experience. They include a new and multidimensional model to passenger categorisation. They also provide an innovative methodology for defining levels of service from the standpoint of the passenger as well as for their delivery though the so-called 3P approach (Premises, Processes & People). The publication also outlines how the emergence of technology such as WiFi, smartphone Apps and other devices have played a role in this development.
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