As businesses seek to recover from the recent COVID-19 crisis, it’s clear that focusing on enhancing and strengthening customer experiences will be key to rebuilding. Charting the path forward amidst a sea of information, however, can be challenging. As leaders in airport customer and employee experiences, CXE has curated a library of resources and articles from prominent industry sources to help provide deeper insights into the effects of this global pandemic on the airport sector. Articles are available to you on this CXE Hub webpage and updated weekly.
We are in this together - and beyond - and look forward to supporting you as our sector, and country, recovers and as we move ahead in developing a new strategic road map toward service excellence!
The airport, once notorious for snaking lines, crowded lounges and a crush of humanity waiting to board all at once, may now become a place of high-tech cleaning robots, plastic shields, temperature screenings, mandatory face masks and reduced amenities.
Published 05.17.2020 by The Points Guy
The U.S. travel industry has submitted to the White House a document titled, “Travel in the New Normal,” a set of operational guidelines proposed by industry leaders as the result of a collaborative effort between medical experts, businesses and organizations.
Published 05.04.2020 by Airport Experience News (AXN)
U.S. Sen. Roger Wicker, R-Miss., chairman of the Senate Committee on Commerce, Science, and Transportation, will convene a hearing titled, “The State of the Aviation Industry: Examining the Impact of the COVID-19 Pandemic,” at 2:30 p.m. on Wednesday, May 6, 2020.
Published 05.06.2020 by the U.S. Senate Committee on Commerce, Science, and Transportation
The Airline Passenger Experience Association (APEX) and the International Flight Services Association (IFSA) have enlisted FETHR to provide insights based on COVID-19-related passenger discourse on social media. The result is the APEX/IFSA COVID-19 Airline Customer Sentiment Report.
Published 04.28.2020 by APEX
Nearly three-fifths of leisure and business travelers are ready to support the tourism industry with bookings, according to a global survey of more than 27,000 travelers conducted by InsideFlyer. Review the findings after surveying both leisure and business travelers affected by COVID-19.
Published 04.28.2020 by Airport Experience News (AXN)
Fast Future examines post-pandemic scenarios for air transport and the rising importance of passenger safety, trust building, digital transformation, automation, and customer experience lead strategic priorities for airlines, airports, and partners amid COVID-19 disruption.
Published 04.28.2020 by Fast Future.
Weekly webinar series by the Airport Restaurant & Retail Association (ARRA) to collaboratively discuss with aviation-industry trade associations and the airport community matters related to COVID-19 that impact restaurant/retail members.
Published weekly by Airport Restaurant & Retail Association (ARRA)
Customer experience has taken on a new dimension in the overwhelming challenge of Coronavirus. Adapting the airport experience in turbulent times also means focusing on employee experience.
Published by Airports Council International-Worldwide (ACI-World)
For CX leaders, this is a crucial time to stay positive, engage with customers, understand their experiences better, and rethink the future. VoC program is here to enable the delivery of meaningful and consistent experiences to customers and employees.
Published by 04.29.2020 Customer Think
Aviation is now facing unprecedented challenges amid the global outbreak of the novel coronavirus. This is mainly due to travel restrictions that have limited the connectivity between countries and continents and as a result paralyzed entire economy sectors.
Published 04.08.2020 by Airport Council International - World (ACI-World)
The transportation sector has been impacted as much as any by the coronavirus. This isn’t a normal period of disruption, which is usually caused by failures in supply such as road accidents or industrial action. In this case it is the lack of demand that is the problem.
Published 04.07.2020 by Fast Company
To assist airports in doing planning for the unexpected, ACI World produced the Emergency Preparedness and Contingency Planning Handbook.
Published 04.06.2020 by Airport Council International - World (ACI-World)
The immediate impact on air travel has been covered comprehensively by various media outlets and while the future remains unclear, it is important to try to stay ahead of the curve and reimagine what the new reality will look like once global air travel is able to resume. In this article the FTE team explores what this new reality might mean for airlines, airports and passengers.
Published April 2020 by Future Travel Experience
Stay aware of the latest information on the COVID-19 outbreak, available on the WHO website and through your national and local public health authority. These materials are regularly updated based on new scientific findings as the epidemic evolves.
Published April 2020 by the World Health Organization (WHO)
The Centers for Disease Control & Prevention offers guidance on how to: Plan, Prepare and Respond to Coronavirus Disease 2019.