TRB conducted a webinar on Wednesday, November 2, 2016, from 2:00PM to 3:30PM ET that features research conducted by TRB’s
Airport Cooperative Research Program (ACRP) that provides support to airport management as it transitions from stereotypical, predictable airport experiences to a more engaging one. Perceptions of airports are changing, and so is the way that airport operators view their customers. Airports view their audience as customers rather than passengers. Airport operators also seek sophisticated and creative solutions to meet and exceed customer expectations.
This webinar provided 1.5 Continuing Education Units for Accredited Airport Executives. This webinar was approved by the American Institute of Certified Planners for 1.5 Certification Maintenance Credits.
Here are the slides.
Webinar Presenters
- Joanne Paternoster, Butterfly Consulting
- Andrew Kirchhoff, Landrum & Brown
Moderated by: Matthew Cornelius,
ACI-NA
Webinar Outline
- ACRP Report 157: Improving the Airport Customer Experience
- ACRP Report 161: Guidelines for Improving Airport Services for International Customers
- Question and answer session
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, participants will able to:
- Identify approaches used by leading U.S. and non-U.S. airports to enhance customer experiences
- Identify techniques and methods that can be used to implement an airport-wide strategy for improving customer satisfaction
- Understand how to assess and improve the international customer experience
- Identify practical and actionable approaches to improving the key elements of the international customer experience
Registration Information
This webinar is sponsored by the
Airport Cooperative Research Program. There is no fee to attend this webinar.
Continuing Education Units for Accredited Airport Executives
The American Association of Airport Executives (AAAE) is making 1.5 Continuing Education Units (CEUs) available for A.A.E. If you are an A.A.E. and would like to apply for CEUs for this webinar, visit
www.aaae.org/ceu. For questions about A.A.E. continuing education units, please contact
accreditation@aaae.org.
American Institute of Certified Planners Certification Maintenance Credits
This webinar is pending approval by the American Institute of Certified Planners for 1.5 Certification Maintenance Credits. Please make sure that you register for this session and log-in using the link that TRB provides to your email account. We use this as your record that you attended this session. TRB only maintains the records of attendees who use their email address to log into the webinar, and cannot verify attendance of individuals who view the webinar without personally logging into the session.
Please visit the Certification Maintenance section of APA’s website, Certification Maintenance webpage at
www.planning.org/cm to claim your credits. You may use the following steps:
- Log in using your ID# and password.
- Select View my CM log.
- Select Add CM-Registered Credits.
- Using the CM Search option, type in the name of the event or event number (e.g. 21064) and click "Go". Please note: If searching for an event by Provider, use the search option, type in the name of the provider and click “Go”. From the results below, select by clicking on the name of the provider.
- From the results below, find your event and select "Add to My Log." If this is a multi-part event, you will have the option to select from a list of activity sessions.
- Please rate the event, add a comment (optional), and click on the Ethics statement and check the box to confirm. Note: you should see a message indicating the CM reporting period year that you are logging.
- Click submit and the CM credits should appear in your CM log.
If you have problems reporting your CM credits or have general questions about the CM program, please contact
AICPCM@planning.org.
Registration questions? Contact Reggie Gillum at
RGillum@nas.edu.
