ACI EUROPE launches ground-breaking guidelines on the passenger experience

The airport trade body ACI EUROPE has released its latest publication, Guidelines for Passenger Services at European Airports. This ground-breaking publication looks at how airports should conceptualize, plan and deliver their passenger experience. Designed on best practices across the industry, these guidelines are just another reflection of the evolution of Europe’s airports from B-to-B businesses to also becoming B-to-C businesses – with their focus expanded from serving airline partners to meeting the needs of passengers and other airport visitors.

The new Guidelines offer a holistic approach to passenger services at airports, looking at how passenger needs and expectations have changed and at the role and remits of airports operators and other partners in shaping the overall airport experience. They include a new and multidimensional model to passenger categorization. They also provide an innovative methodology for defining levels of service from the standpoint of the passenger as well as for their delivery though the so-called '3P approach' (Premises, Processes & People).

The publication also outlines how the emergence of technology such as WiFi, smartphone Apps and other devices have played a role in this development, however in today’s highly competitive market, airports have also actively sought to develop a more direct rapport with the passenger.  The new Guidelines were formally presented to Siim Kallas, vice president of the European Commission in charge of transport by ACI EUROPE President Arnaud Feist and CEO of Brussels Airport.

Feist said: “Putting passengers front and centre of our strategy is a major business imperative for airports across Europe. The digital revolution has empowered the passenger, and with competition between airports now a firm reality, it is all about providing the best airport experience. This involves looking for more efficient processes, using an ever-increasing array of communications platforms and coming up with creative and innovative concept to inspire.” He added “With these Guidelines, we are providing airports of all sizes with a tool box that will help them check the fundamentals and further enhance every aspect of the passenger experience – from the moment they arrive at the airport to the moment they step on board their flight.”

Siim Kallas, European Commission vice president responsible for transport said: “With all that has happened in air transport over the past 15 years, these Guidelines provide real insight into how the passenger has become a focus of airport customer service. Given all the EU’s hard work in developing air passenger rights and other supporting legislation, I am delighted to see this kind of industry-led publication being launched and I congratulate ACI EUROPE on taking the initiative.”

The publication Guidelines for Passenger Services at European Airports is result of extensive research carried out by a dedicated taskforce within ACI EUROPE, over a period of more than a year. The airport operators involved included Amsterdam Airport Schiphol, Finavia, SEA Milano, Swedavia, Zurich Airport, as well as ACI EUROPE World Business Partners SITA, Morpho, TH Airport Consulting and TMT Management GmbH.

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