[Infographic] 8 Ways to Improve the Passenger Experience

Airports are highly complex systems. In a snapshot, the U.S. recorded 722-million domestic passengers in 2017, which averages to 1.98-million passengers flying every day. The inherent complexity of such a massive industry poses many daunting challenges for passengers and operators alike.

How airports and airlines choose to address the challenges linked to the flow of passengers presents an opportunity to differentiate and gain an edge over industry competition. Increasingly competing on the basis of a positive passenger experience, it is critical for managers to take a holistic look at the factors that impact passengers’ perceptions.

Waiting in line is a key factor that shapes the passenger experience. No matter what, whether it is at check-in, security, or at boarding, every passenger will face some sort of line between the start and end of their journey. Queue management, therefore, warrants a closer look.

A positive airport experience can benefit passengers, airlines, and airports alike as passenger satisfaction is found to influence other factors, including how travelers choose to spend their time. According to a JD Edwards study, passengers "delighted" with their airport experience spend an average of 45% more in airports than "disappointed" passengers.

How can queue management help? Our latest infographic covers eight key ways to help you design a safer and more satisfying airport experience for your passengers: