TRB Webinar: That’s the Ticket! Evaluating Traveler Perspectives

October 18, 2021 01:00 PM - 02:30 PM U.S. Eastern
Cost (for your seat)
Professional Development Hours for this webinar
0.00 hour(s)
Continuing Education Hours for this webinar
AAE: 1.00 hour(s)
AICP: 0.00 hour(s)
CLE: 0.00 hour(s)

Airports are increasingly becoming places where people dine, shop, relax, work, and interact. What do travelers think about these experiences? TRB is hosting a webinar on Monday, October 18, 2021 from 1:00 to 2:30 PM Eastern that will help airports better understand the airport journey from the traveler’s perspective. Presenters will take a customer-centered approach to illuminate ways airports can better meet their customers’ evolving needs. They will also share findings from interviews with airports, airlines, service organizations, and traveler focus groups from the perspective of the airport journey.

The webinar features research from ACRP Research Report 231: Guidebook on Evaluating Traveler Perspectives of Improving Airport Customer Experiences.

This webinar is sponsored by the Airport Cooperative Research Program. There is no fee to attend this webinar; however, sign into to register.

Webinar agenda and presenters:

  1. Factors affecting the overall customer experience: Patricia Ryan, IOS Partners
  2. Methodologies for gap analysis, goal alignment, and benchmarking: Komal Sood, IOS Partners
  3. Question and answer session: Moderated by Ian Todreas, Eastern Research Group

The first 60 minutes of the webinar will be for presentations and the final 30 minutes will be reserved for audience questions.

Learning Objectives

At the end of this webinar, you will able to:

  1. Identify actions an airport or business can implement to improve the customer journey
  2. Discuss how to use journey mapping, social media, and other tools to evaluate customers’ experience

Continuing Education Units for Accredited Airport Executives

The American Association of Airport Executives (AAAE) will provide 1 Continuing Education Unit (CEU) to accredited airport executives who attend this webinar. Claim CEUs by visiting For questions about AAAE continuing education units, please contact

Registration is available until just before the webinar starts. Once the webinar starts, you will be unable to submit your registration. Individuals who are registered for a webinar but do not receive their confirmation emails due to their organization’s internal firewalls should contact the TRB Helpdesk for assistance in signing in.

Registration questions? Contact TRB Webinars.