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How Airports Measure Customer Service Performance. A Synthesis of Airport Practice.
| 题名： | How Airports Measure Customer Service Performance. A Synthesis of Airport Practice. |
| 作者： | Bothner, A.; Kramer, L. S.; Spiro, M. |
| 关键词： | Air Transportation; Aircraft; Airline Industry; Airports; Bankruptcy; Checkpoints; Customer Service; Economic Impact; Management; Mergers; Passengers; Performance Evaluation; Security; Terminal Facili |
| 摘要： | In the last decade, economic upheaval, new security protocols, airline mergers and bankruptcies, and adoption of mobile technology have permanently altered the operating environment at airports. Today, most passengers check in and obtain a boarding pass before they arrive at the airport. However, not knowing how long it will really take to move through the terminal, passengers tend to arrive very early for flights. The ground experience before a passenger boards an aircraft has four distinct segments: (1) getting to the airport; (2) waiting in the terminal before security; (3) passing through security checkpoints; and, (4) finding the gate. Once in the terminal, the greatest uncertainty a passenger faces is the time spent at the security checkpoint. This is the one place where airport management has minimal control. |
| 报告类型： | 科技报告 |
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