Airport experiences said to impact airline image, says Amadeus

Airport experiences said to impact airline image, says Amadeus

Travellers’ experiences at an airport will impact their opinion of the airline, according to a report by Amadeus. The study, named ‘Navigating the Airport of Tomorrow’, has found that passengers’ perceptions of a carrier will sway negatively by 10 percent if they are made to queue for longer than 30 minutes to check in. In addition, 43 percent of the 2, 978 participants interviewed said that they would like to see the most improvement in airport disruption management, while 34 percent wanted improvements in baggage handling. Meanwhile, nearly 40 percent of travellers said they would like to access flight and baggage status’ through their mobile phone. “It is clear that self service and mobility are key themes of the airport of tomorrow. Ubiquitous connectivity means the passenger is always online and therefore in turn expects real-time communication,” said Norm Rose from Travel Tech Consulting and author of the report. “Even simple advances such as verifying that a passenger’s baggage is on-board the aircraft can greatly help to minimise frustration and uncertainty.” The report has predicted that airport innovations could include one-touch check-in, permanent baggage tags with Radio Frequency Identification and employers who could provide real-time information through tablet computers in the terminal.

Gary Marshall
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Gary Marshall
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