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Welcome to the ACRP Research Report 231 Multimedia Experience

Evaluating the Traveler's Perspective to Improve the Airport Customer Experience



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©2021 National Academy of Sciences

Traveler Segments

business

Business

student

Students

military

Military

seniors

Seniors

family

Family

solo_couples

Solo/Couples

infrequent

Infrequent

disabilities

Disabilities

english

Non-native English speaker

PRIOR TO DEPARTING FOR AIRPORT

INTERNATIONAL ARRIVALS

DOMESTIC ARRIVALS AND BAGGAGE CLAIM

ARRIVAL AT AIRPORT

POST-SECURITY ACTIVITIES

TRANSFER PASSENGERS

PRE-SECURITY ACTIVITIES

SECURITY EXPERIENCE

DEPARTURE FROM THE AIRPORT

X

ACKNOWLEDGMENT

This work was sponsored by the Federal Aviation Administration (FAA). It was conducted through the Airport Cooperative Research Program, which is administered by the Transportation Research Board (TRB), part of the National Academies of Sciences, Engineering, and Medicine.

COPYRIGHT INFORMATION

Permission to reproduce any copyrighted material included herein was obtained by the contractor.

DISCLAIMERS

Any opinions and conclusions expressed or implied in resulting research products are those of the individuals and organizations who performed the research and are not necessarily those of TRB; the National Academies of Sciences, Engineering, and Medicine; or ACRP sponsors. Materials are as supplied by the researcher(s).

Any digital files or software included is offered as is, without warranty or promise of support of any kind either expressed or implied. Under no circumstance will the National Academy of Sciences or the Transportation Research Board (collectively “TRB”) be liable for any loss or damage caused by the installation or operation of this product. TRB makes no representation or warranty of any kind, expressed or implied, in fact or in law, including without limitation, the warranty of merchantability or the warranty of fitness for a particular purpose, and shall not in any case be liable for any consequential or special damages.