Factors influencing the airport customer experience: A case study of Auckland International Airport's customers (2025)

An analysis of the airport experience from an air traveler perspective

This study investigates the nature of airport experience (AE) from the perspective of air travelers. This study elaborates experiential components within the airport context and highlights the associations among the components of this experience through text analysis. This study also aims to clarify how air travelers perceive airports in relation to destinations. The analysis of passenger reviews on Skytrax indicates that AE differs from the concepts of customer and tourist experiences, because hedonic and aesthetic consumptions are not primarily associated with the memorable feelings of consumers and tourists, but with aspects of functional experience and service personnel. This study reviews three aspects that air travelers associate airports with a destination. First, an airport is a representative of a destination. Second, an airport exhibits the positive characteristics of a destination. Finally, an airport is perceived as an internal component of tourism experience. This study provides theoretical and managerial implications for airport and tourism industries.

Towards a taxonomy of passenger airport experience

2012

Airports are vital sources of income to a country and city. Airports are often understood from a management perspective, rather than a passenger perspective. As passengers are a vital customer of airports, a passenger perspective can provide a novel approach in understanding and improving the airport experience. This paper focuses on the study of passenger experiences at airports.

Airport Passengers: Their Needs and Satisfaction

In India, the Public Private Partnership airports have improved the standard of airport services and facilities. The research questions addressed are - what is the importance passengers attach to the various needs provided by an airport? Does an airport which has consistently obtained high service quality ratings satisfy its passengers’ needs? Primary data about 65 needs was collected from 502 passengers of Rajiv Gandhi International Airport (RGIA) at Hyderabad City, India and empirically analyzed. The study finds that psychological needs of security are most important to an air traveler and that there is overall satisfaction of his need at RGIA.

BEYOND MEDIOCRE SATISFACTION: THE CONCEPT OF DELIGHTS IN MANAGING FUTURE PASSENGERS EXPECTATION IN AIRPORTS SERVICES

Understanding the airport passenger landside retail experience

2012

The landside environment of an airport terminal is an important area for both passengers and the airport as it is the first area passengers enter and experience, influencing passengers' overall airport experiences. This paper focuses on landside passenger experiences and factors which influence the quality of these experiences. Data collection occurred through video recorded observations of 40 passengers' airport experiences at two Australian international departure terminals.

Passenger experience in an airport: an activity-centred approach

2009

An airport is one of the largest and most complex systems in modern society. Observational field studies have been conducted to investigate passenger experiences in, and interactions within, an international airport. Based on these studies, this paper discusses how activities mediate people's experiences in the airport. For example, moving through the security screening process is discussed from both passenger and staff perspectives. The applied coding scheme ensured research rigor.

Towards airport passenger experience models

2010

This paper reports on the study of passenger experiences and how passengers interact with services, technology and processes at an airport. As part of our research, we have followed people through the airport from check-in to security and from security to boarding. Data was collected by approaching passengers in the departures concourse of the airport and asking for their consent to be videotaped. Data was collected and coded and the analysis focused on both discretionary and process related passenger activities.

Heideggerian Da‐sein in the airport customer experience

Council for Hospitality Management Education Annual Conference 2014, Buxton, UK (28-30 May)., 2014

By using Heidegger’s concept of Da‐sein this paper will investigate the meaning that airport customers ascribe to the airport. Looking at the meaning of the airport experience for individual airport customers will allow researchers to develop an understanding of what it is like to be in an airport. This understanding of being in an airport is a novel approach to the management literature which has in the past focused on the effective management of airports. The knowledge of what it is like to be in an airport will enable management to better care for the airport passenger or visitor, to create a more hospitable environment and therefore lead to their becoming the preferred airport.

Airport service quality drivers of passenger satisfaction

Understanding Customer Satisfaction through Passengers' Experience at Hamad Airport

산업혁신연구 [The Journal of Industrial Innovation] (pISSN: 2005-2936, eISSN: 2800-0080), 2023

The facility airport management is the critical factor that enables passenger satisfaction and perceptions of the passengers about the performance of the airport, which should be given more attention. The airport service quality requires continuous improvement to achieve the expected passenger satisfaction. The purpose of this study is to describe the specific airport facility components that can lead to an increase in the rate of passenger satisfaction in an international airport environment by assessing both passengers' perception of the airport information and signage, amenities, facilities, accessibility on passenger satisfaction, regard to their visit frequent and their perceived level of the airport facility management. This study focuses on the performance of Hamad International Airport, which has been in the latest headlines from the world airport, as it provides a very high, overall quality performance. Linear regression analysis and process macro were performed in SPPS using comparative and descriptive analysis. Data was collected from international passengers through the questionnaire survey method conducted on a total of 526 international passengers concerning their experience and perceived level of performance at Hamad airport. The result of the regression analysis shows a gap between amenities and visit frequency regarding the satisfaction levels of passengers in regard to the airport performance and how the airport staff should give more attention to the facility management in those areas.