Achieving operational excellence with reliable flight connections and passenger transfers
10 Apr 2025
N104
Customer service, passenger and workforce experience
Achieving reliable and seamless flight connections at an airport is no easy task. Airlines, government authorities, ground services and the airport have to find ways to ensure that transferring from one flight to another is easy and painless for passengers. Everything from passenger journey mapping to signage, digital solutions and data analytics needs to be employed to ensure the customer experience remains positive. We will discuss the solutions implemented at the airport and the success factors for achieving a maximum 35% improvement in flight connection and transfer passenger reliability.
- Methods to assess your passenger's journey at the airport
- Improve connecting passenger experience at the airport from an airline perspective
- Establishing a fit-for-purpose KPI dashboard for passenger experience
- Solutions for establishing on-time performance at an airport
- Tools and methods for improving flight connection reliability, including stakeholder management
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