Enhancing the aviation passenger experience to achieve competitive advantage. by Lily Parkash

Introduction

lily300parkash — 2025-03-27 21:20:09 UTC

The passenger experience is an essential element to the airport. Airports are aware that the passenger satisfaction is very much linked to a Better Business performance so airports may invest in their services as much as possible to enhance the passenger experience. (2025) This starts right from the moment that a passenger booked their flight till the moment they step on the aircraft. And everything in between from check in, security, duty free, and food and beverage options. (2025). The pandemic has changed traveller’s priorities towards safety and convenience. Passengers now expect contactless experiences with more technology involved. Airports that adapt to these preferences by offering services like mobile check-ins meet travellers’ expectations. (Pereira,2023)

lily300parkash — 2025-03-27 21:25:53 UTC

Enhancing the passenger experience is crucial for airlines which are aiming to improve within the post COVID-19 era is important because their competitive market has changed from pre pandemic.(Serrano,2020) Meaning that an amazing passenger experience can serve as a competitive advantage, which attracts and keeps customers using that airport especially when travellers might have heightened expectations for convenience and safety. (Serrano,2020).

The airport experience framework model (Wattanacharoensil, Schuckert, & Graham, 2016)

lily300parkash — 2025-03-27 21:35:04 UTC

The airport experience framework model (Wattanacharoensil, Schuckert, & Graham, 2016) talks in detail to enhance customer satisfaction by looking into factors that influence the airport experience.

Efficiency- this factor emphasises on efficiency and the smoothness of the airport operation. For example, the check in process and security checks. Having a smooth operation system reduces passengers stress which leads to higher satisfaction levels.

Satisfaction- creating a positive atmosphere for customers create satisfaction. The best way for the airport to achieve this is through communication and stress-free environments that help passengers through their journey.

Comfort- the environment of the airport plays an important role in the passenger experience, having lots of available seating, signposting and clean facilities will help create a positive attitude towards the airport.

Engagement- interaction with the staff at any point within the airport as well as making sure staff are there to give their full support is essential to helping the airport run smoothly and creating a positive experience.

If all these factors of the airport experience framework model 2016. Work together it will create a positive passenger experience with each section all contributing to the overall perception.

Strategy 1 - Seamless Journeys

lily300parkash — 2025-03-30 10:02:36 UTC

Having a seamless journey is to design A smooth and efficient process from the moment passengers arrive at the airport to the time they board their flight. By reducing stress airports can make the experience more efficient. This strategy is based on convenience on the ease of movement which can enhance the overall passenger experience. The airport experience framework model (Wattanacharoensil et al., 2016), talks about the importance of planning to reduce stress and improving the overall experience. Having a seamless journey includes check in, security and baggage checks. Having a seamless journey is essential for customer satisfaction as delays and queues can lead to frustration. However, the investment in technology and staff training can improve customer satisfaction and is crucial to efficiency. A great example of this is Singapore Changi Airport. Which is known for its efficient layout, as well as automated check-ins and biometric border control

Strategy 2: Develop clear wayfaring (signposting)

lily300parkash — 2025-03-31 15:52:14 UTC

Clear signposting and developing clear wayfaring signposting in airports play a crucial role in the passenger experience by providing navigation and reducing stress. Well-designed signage contributes to a seamless journey for a complex airport. (2024) High quality signage contributes to a positive experience with reduces stress. When passengers have a smooth experience, it leads to repeat customers. (2024) Tokyo Narita Airport: Narita’s multilingual signs and intuitive layouts reduce confusion for international travelers. Signposts are color-coded and clearly distinguish different terminals and services.

Strategy 3 : sustainability

lily300parkash — 2025-04-01 09:11:49 UTC

Sustainability in aviation is actions that the aviation industry takes to reduce the environmental impact they have. They focus on waste management, energy efficiency, and carbon footprint reduction. A great example of this is Vancouver International Airport (YVR). Which is known for its initiatives including the use of solar panels and mainly uses sustainable aviation fuel. (VYR sustainability report 2023).

Sustainability is becoming important as airports are under pressure to reduce their environmental impact while airports can invest in sustainable practises which will improve their image an appeal to passengers. These environmental practises have a high price. However, a long-term benefit of sustainability can help airports with savings and positive public image

TOWS analysis

lily300parkash — 2025-04-01 09:41:13 UTC

SAFE Criteria

lily300parkash — 2025-04-01 09:46:34 UTC

The safe criteria stands for sustainability, acceptability, feasibility and effectiveness.

Sustainability-enhancing the passenger experience by creating seamless journeys and sustainability alliance with airports global trends towards digitalization and sustainability.

Acceptability-passengers value eco-friendly travel as well as fast seamless services so stakeholders will accept the strategies for a seamless airport experience.

Feasibility-if airports focus on sustainability and technological investments the strategies are feasible.

Effectiveness-creating a positive passenger experience leads to repeat customers meaning more profit for the airport.

Conclusion/ final discussion

lily300parkash — 2025-04-01 10:03:04 UTC