Reduce the fear: own the passenger

Posted on Posted in InPlaneTerms, Passenger Experience, Uncategorized


Despite a century of developments in terminal construction, there are as yet no universally accepted principles which can be used to confidently guide terminal design for passenger experience… The satisfaction, or lack thereof, that a passenger experiences in the airport is directly related to what their expectations are. It follows that if we can understand passenger expectations, we can tailor the terminal design to meet their needs, and in turn, increase their satisfaction.

excerpt from Experience design principles: Reduce the fear, own the passenger, Passenger Terminal Today (August 2013)

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