Airports are increasingly becoming places where people dine, shop, relax, work, and interact. What do travelers think about these experiences? TRB hosted 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 take a customer-centered approach to illuminate ways airports can better meet their customers’ evolving needs. They also shared 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.

The slides and recorded webinar are available.

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) provided 1 Continuing Education Units (CEU) to accredited airport executives who attended this webinar. Claim CEUs by visiting www.aaae.org/ceu. For questions about AAAE continuing education units, please contact accreditation@aaae.org.