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What do passengers really want?

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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 Asia 2014

FTE Asia 2014, which will take place in Kuala Lumpur from 1-3 December 2014, will host the official 'klia2 Symposium', in which senior speakers from Malaysia Airports will outline the thinking behind the facility, how it has been delivered, lessons learned along the way and why it is great for airlines, the people who work there and every single passenger who travels through it. FTE Asia delegates will also be able to take part in guided tours of klia2.

» View the full FTE Asia 'On the Ground' conference agenda

» Register to attend FTE Asia 2014


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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