In recent years, de-regulation in the airline industry and the introduction of low-cost
carriers have conspired to produce significant changes in the airport landscape. From an
airport operator’s perspective, one of the most notable has been the shift of capital revenue
from traditional airline sources (through exclusive use, long term lease arrangements) to
passengers (by way of fees collected from ticket sales). As a result of these developments,
passengers have become recognized as major stakeholders who have the power to influence
airport profitability. This link between passenger satisfaction and profitability has
generated industry wide interest in the “passenger experience”.
In this paper, we define the factors which influence passenger experience, namely (a)
artifacts, (b) services and (c) the terminal building, and explore the challenges that exist in
the current approaches to terminal design. On the basis of these insights, we propose a
conceptual model of passenger experience, and motivate its use as a framework for further
research into improving terminal design from a passenger oriented perspective.
DRS 2012 Bangkok
carriers have conspired to produce significant changes in the airport landscape. From an
airport operator’s perspective, one of the most notable has been the shift of capital revenue
from traditional airline sources (through exclusive use, long term lease arrangements) to
passengers (by way of fees collected from ticket sales). As a result of these developments,
passengers have become recognized as major stakeholders who have the power to influence
airport profitability. This link between passenger satisfaction and profitability has
generated industry wide interest in the “passenger experience”.
In this paper, we define the factors which influence passenger experience, namely (a)
artifacts, (b) services and (c) the terminal building, and explore the challenges that exist in
the current approaches to terminal design. On the basis of these insights, we propose a
conceptual model of passenger experience, and motivate its use as a framework for further
research into improving terminal design from a passenger oriented perspective.
DRS 2012 Bangkok
