According to the latest analysis from the Airports Council International (ACI), global passenger satisfaction levels are on the rise again. Comparing Q3 of 2018 to 2017, ACI noted that levels increased to 4.21 from 4.17, and have remained stable since the start of this year.
The survey revealed that passengers are scoring airports higher in all categories from security to wayfinding, proving that investment in the latest technologies for Flight Information Display Systems, for example, has been worth it. Even the smallest global airports are receiving praise for their efforts.
Some industry professionals are not surprised at all by the revealing insights. As airline and airports competition increases, passenger satisfaction becomes ever-more important. When airports rise to the challenge of increasing passenger experience, (and airports around the world have been) they begin to consider all operational aspects, such as queuing, which has been successfully reduced by the introduction of CUTE systems and self-service applications.
As systems and solutions begin communicating, integration becomes more important, as does scalability when airport operators consider how to address critical flow times and exceptional circumstances. The world’s most innovative systems and solutions are often highly integrable, which makes day-to-day operations simpler and more streamlined – opening the door to automation.
The highest increase noted in the recent analysis was in the facilities category. This includes airport eateries and shopping, which are increasingly important for travellers, especially those that are no longer waiting in long queues.
When airports consider the planning aspects of facilities, and have greater capacity with streamlined services and processes, they can make better use of airport resources and terminal space. As passenger demand increases for higher levels of service and facilities, these types of reports and subsequent analysis can really help airports to serve as a model for passenger expectation.