Improving the Airport Customer Experience PDF Download

Author: Bruce J. Boudreau
Publisher:
ISBN: 9780309375580
Category : Airports
Languages : en
Pages : 230

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Book Description
"TRB's Airport Cooperative Research Program (ACRP) Report 157: Improving the Airport Customer Experience documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (such as passengers, meeters and greeters, and employees) and types and sizes of airports. It also identifies potential improvements that airports could make for their customers." -- Publisher's description

Author: Colin C. Law
Publisher: BrownWalker Press
ISBN: 1627346937
Category : Transportation
Languages : en
Pages : 302

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Book Description
A Practical Guide to Airline Customer Service is a textbook written for airline executives and undergraduate students who are preparing for a career in the airline service industry. Those working in similar functions and fields can also benefit from this book. This book primarily focuses on the importance of customer service in the airline industry. This includes basic airline operations and essential communication skills, and how airline service agents interact with passengers at every contact point of the travel process. A Practical Guide to Airline Customer Service is a must-read for those who seek a rewarding career in the airline industry.

Author: Michael James Cassidy
Publisher: Transportation Research Board
ISBN: 0309118050
Category : Transportation
Languages : en
Pages : 127

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Book Description
TRB's Airport Cooperative Research Program (ACRP) Report 23: Airport Passenger-Related Processing Rates Guidebook provides guidance on how to collect accurate passenger-related processing data for evaluating facility requirements to promote efficient and cost-effective airport terminal design.

Author: James R. Harding
Publisher:
ISBN:
Category : Airport terminals
Languages : en
Pages : 299

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Book Description
TRB.s Airport Cooperative Research Program (ACRP) Research Report 177: Enhancing Airport Wayfinding for Aging Travelers and Persons with Disabilities provides guidance to assist aging travelers and persons with disabilities to travel independently within airports using pedestrian wayfinding systems. The guidebook addresses travel by people with cognitive, sensory, and other mobility challenges.

Author:
Publisher: Transportation Research Board
ISBN: 0309213525
Category : Aeronautics, Commercial
Languages : en
Pages : 72

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Book Description
ACRP report 55 examines passenger perception of level of service related to space allocation in specific areas within airport terminals. The report evaluates level-of-service standards applied in the terminal planning and design process while testing the continued validity of historic space allocation parameters that have been in use for more than 30 years.

Author: David Jarach
Publisher: Routledge
ISBN: 1351959654
Category : Transportation
Languages : en
Pages : 139

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Book Description
Airport Marketing examines the management vision of airport marketing in the post-September 11th environment, presenting in-depth analysis of current airport management practices for both aviation and non-aviation-related activities. The 'aviation-related activities' section covers how an airport as a company develops its own marketing relationship with carriers and, in a broader sense, with all actors within the air transport pipeline, with the aim of increasing the number of intermediate clients consistent with its chosen positioning. The 'non-aviation-related' section, by contrast, focuses on how best-in-class airports have been developing new powers of attraction to customers in their regions, well beyond the simple concept of airport retailing, by use of the so-called 'commercial airport' model. Finally, the impact of September 11th is shown in terms of increased security measures and the future of the aviation industry as a whole. An analysis of worldwide airport industry is provided in the final chapter. Airport Marketing is essential reading for airport managers, government agencies, airlines, consultants, contributors, advisors and sub-contractors to this industry, as well as both undergraduate and graduate level aviation students.

Author: Lois S. Kramer
Publisher: Transportation Research Board
ISBN: 0309271002
Category : Transportation
Languages : en
Pages : 103

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Book Description
"TRB's Airport Cooperative Research Program (ACRP) Synthesis 48: How Airports Measure Customer Service Performance examines the strategic importance of customer service and how airports are measuring the quality of customer service."-- Publisher's description.

Author: Anne Graham
Publisher: Elsevier
ISBN: 0128128577
Category : Transportation
Languages : en
Pages : 276

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Book Description
Air Transport: A Tourism Perspective provides rigorous insights into the current complexities, synergies and conflicts within air transportation and tourism, presenting a balanced, comprehensive, contemporary, and global analysis that thoroughly examines the links between theory and practice. The book offers readers a multi-sector, global perspective on the practical implications of the link between air transport and tourism. By using a novel approach, it systematically explores the successive stages of a tourist's trip-investigating reasons for flying, the airport experience, airline industry structures, competition and regulation, and air transportation and destination interrelationships. In addition, the book explores current and salient debates on such issues as the influence of traveling to visit friends and family, the role of charters versus low cost carriers, public subsidies to support airport development, and much more. Presents insights from an international team of expert contributors with proven research and publication experience in their specialty area Includes cutting-edge analyses based on original research that identifies emerging research directions and policy and managerial implications Utilizes a multidisciplinary approach to fully explore theoretical and policy concepts and their effect on air transportation and tourism development Provides case studies from around the globe in each chapter

Author:
Publisher:
ISBN: 9780309674027
Category : Airport retailing
Languages : en
Pages : 185

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Book Description
Today’s airports have become much more than transportation hubs. They are increasingly becoming places where people dine, shop, relax, work, and interact. This expanded role comes with challenges as airports try to understand and address the needs of their diverse customer base. The TRB Airport Cooperative Research Program's ACRP Research Report 231: Evaluating the Traveler's Perspective to Improve the Airport Customer Experience presents information and tools to better understand the traveler’s perspective of the airport journey and how airports might respond to the evolving needs of their travelers. Supplemental materials to the report include an executive summary, a multimedia tool that provides visuals to support the findings, and Appendices C through F (which include a social media and media analysis toolkit, a review of creative benchmarking, a sample data summary table for creative benchmarking, and a listing of social media and media analysis resources and guides).

Author: Ricondo & Associates
Publisher: Transportation Research Board
ISBN: 030911814X
Category : Business & Economics
Languages : en
Pages : 134

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Book Description
TRB's Airport Cooperative Research Program (ACRP) Report 20: Strategic Planning in the Airport Industry explores practical guidance on the strategic planning process for airport board members, directors, department leaders, and other employees; aviation industry associations; a variety of airport stakeholders, consultants, and other airport planning professionals; and aviation regulatory agencies. A workbook of tools and sequential steps of the strategic planning process is provided with the report as on a CD. The CD is also available online for download as an ISO image or the workbook can be downloaded in pdf format.