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What do passengers really want?


What do passengers really want chart

High-quality signage, communications and staff have been identified as being a vital element of providing a positive passenger experience, while free WiFi is also high on the modern day passenger’s wish list.

As a result of social media-inspired discussion, and with the assistance of London City Airport’s sales director, Bernard A. Lavelle, we can reveal the views of passengers themselves on what they really want from the airport of the future.

As outlined in the above chart, the aspect that can most improve the passenger experience on the ground is high-quality signage, communications and staff, with almost a third of all respondents highlighting this as a vital passenger requirement.

The second most common request was free WiFi in the terminal building, while improved facilities, processing and queues, and an enhanced security process are also prominent on the passenger wish list. Airport layout was also identified as an area that can make a telling difference to the overall passenger experience.

To contribute to the ongoing discussion please visit the Airport Industry Professionals LinkedIn group.

If you have another area of passenger experience you would like to discuss with our community, please visit the Future Travel Experience LinkedIn group.

Future Travel Experience Europe 2015

Interested in learning more about improving your passenger experience? At FTE Europe 2015, which will take place in London from 2-4 February 2015, senior speakers from the likes of Heathrow Airport, Ryanair, Swedavia, Norwegian Air Shuttle, Munich Airport, Virgin Atlantic, Expedia, London City Airport, IATA, Air France-KLM, London Stansted Airport, Lufthansa, Bechtel, Gatwick Airport and United Airlines will share their latest passenger-focused plans and visions in the 'On the Ground' conference.

The event will also include a dedicated 'Up in the Air' conference stream, IATA workshop, an extensive exhibition, tours of Heathrow T2, London Stansted and London City Airport, and a 'Best of British' Gala Evening at Altitude 360 @ Altitude London, London's premier sky venue which offers jetliner views of the city.

» View the full FTE Europe 2015 'On the Ground' agenda

» Register to attend FTE Europe 2015

One comment from our readers

  1. K Balasubramaniam says:

    The analysis is quite ok. But in-depth study of the aspirations and requirements of the pax and efforts for fulfilling can be analysed and discussed. The aspiration of the pax vary from region to region as well as continent to continent. Members may share their views, analysis etc.

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