Quais são as melhores maneiras de melhorar a experiência do passageiro em seu aeroporto?

Passenger Journey mapping and experience enhancement • Observe gaps in current service delivery mechanism, review passenger requirements based on VOC (voice of Passengers), compare VOC vs VOB (Voice of Business) and aligning procedures/service offerings and infrastructure requirements to meet passenger expectations • Must have Balance of Technology and Human Touch / NPS Management • Develops and shares Passengers insights and drives these into outcomes, by defining functional & Nonfunctional requirements which helps ensuring that the Pax.Ex department meets quality requirement • Interact with Passengers during the full life cycle of the passenger Experience journey to ensure a positive Passenger experience

Reduce wait times and frustration: Self-service options: Implement self-service kiosks for check-in, bag drop, and even security screening (where applicable). Mobile technology: Allow passengers to use their phones for check-in, boarding passes, and real-time updates on wait times and flight status. Clear signage and communication: Make sure the airport is well-signed and passengers can easily find their way around. Provide clear and frequent updates on flight status and any delays.

Think of a passengers' version of Maslow's heirarchy of needs. Fundamentals would include safety, security, hygiene (decent washrooms, water fountains, and climate control), and capacity and efficiency (infrastructure x personnel x technology x ergonomic design). On this base you build your higher level amenities and services that earn you non-aeronautical revenue, that helps keep airlines' costs competitive: F&B, Duty Free, Lounges, and a slew of other goods and services that make leading global airports comparable to leading global malls. The capstone of a leading airport is not necessarily soaring architecture, but soothing sensory cues in the design, art, flowers/greenery, and water features, that calm and charm frazzled passengers.

The 24-7 and safety/security-critical operational nature of airports poses particular challenges to staff engagement. Technology is certainly a reach multiplier for staff engagement, training and orientation. E-learning, simulation, and gamification all have key roles to play in efficient and productive human resource development. Virtual townhalls, in-house forums and social networks integrated with operational apps all have value. But ironically, in the digital age, the fundamentals of human presence, frontline leadership, and team-based coaching and mentoring all apply even more as the key differentiator between good and great airport teams. Non-monetary forms of recognition are another key area to build "social capital" and goodwill.

In many ways airport is not unique. there are a lot of technologies that could be found useful from Malls and HoReCa industry. So the wider your vision - the more complex solutions one can find in order to improve passenger experience and performance in the most innovative way.

Improving airport experience means focusing on key areas, check-in, immigration, security, and boarding. Comfort and convenience is crucial. Few point are mentioned below. 1. Efficient check-in & security processes to reduce wait times. 2. Clear signage & information displays for easy navigation. 3. Comfortable seating and waiting areas with charging stations. 4. Access to quality food, beverage, and retail options. 5. Fast & reliable Wi-Fi connectivity, with updates & self service options. 6. Clean & well-maintained facilities, including restrooms. 7. Effective communication during delays or disruptions. 8. Accessibility features for psgrs with disabilities. 9. Streamlined baggage handling & retrieval systems.

I think the passenger experience at airports could be significantly improve by focusing on three key areas Reducing Wait Times: Implement self-service check-in, clear queue management, and explore virtual queuing systems. Upgrading Comfort: Ensure clean facilities, clear signage, and a variety of passenger amenities. Tech for Efficiency: Develop a mobile app, offer free Wi-Fi, and utilize digital displays for real-time information.