Preparation prevents poor passenger experience

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by Dr Philip Kirk | philip.kirk@qut.edu.au Most research about passenger experience is conducted from a managerial or operational perspective. In the various questionnaires and surveys carried out by airports, passengers are asked for feedback on areas that management regard as important to passenger. This may be, and often is, different to what is actually important […]

Leveraging Video Walls to Shape Future Airport Retail

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Around the time the world stopped thinking about the Y2K crisis, I was involved in product design for a digital advertising company in the USA. During this time, we developed a blueprint for what we called the “Digital Signage Exchange”. In a nutshell, the Digital Signage Exchange was like an eBAY for buying, selling and […]

Reflections on Passenger Terminal Conference 2013

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This year’s Passenger Terminal Conference (Twitter: #PTE2013) was packed to the rafters with interesting talks. In fact, the biggest challenge was to decide which of the simultaneously offered presentations to attend: they were all interesting. As a result of being spoilt for choice, I jumped around and visited a range of presentations from various conference […]

Pax Activities: What do they do in your airport?

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This content originally appeared in the Airports of the Future newsletter: Are Your Passengers Satisfied? The passenger experience is a critical aspect of airport business. When passengers have a good experience it influences their future travel plans and creates a sense of trust. On the other hand, passengers who have a negative experience form not […]