At CSE, we are working hard to make it a redundant phrase. Anymore, airports are comparing themselves to the retail, hospitality and entertainment industries…understanding that passengers not only have a choice in where they fly, but are also CONSUMERS with time and money on their hands.
Addressing the passenger experience is big business in airports and optimizing the passenger experience pays high dividends. So, we reached out to top airport executives to glean their take on the current state of airport customer service— where it is flying high and where there is opportunity for improvement.
Here is what they said: