Redefining airport experience to unlock traveler satisfaction
08 Apr 2025
N104
Customer service, passenger and workforce experience
This session presents key findings from the ASQ 2024 global traveler survey, showcasing how evolving traveler expectations require the air travel industry to continuously adapt to deliver the best experience. Inspired by global trends shaping consumer behaviors, travelers now seek experiences that are positive, seamless and convenient, enhanced, entertaining and sustainable. Seeking efficiency through streamlined automation, travelers increasingly value unique, high-quality, authentic experiences while expecting visible sustainability efforts from airports.
- How airports can make the journey more enjoyable and less stressful for passengers
- How airports can address new customer needs and expectations while aligning operations with travelers' eco-conscious demands
- How travelers are increasingly comfortable sharing personal information to enable a more streamlined journey
- How Gen Z – the emerging dominant demographic – may drive airports to prioritize differently to create experiences that better meet their needs
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