Guidelines for Improving Airport Services for International Customers (2016) / Chapter Skim
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1 S U M M A R Y This report presents guidelines for improving airport services for international customers that are intended for use by all airport stakeholders -- airport terminal owners and operators, airlines, government agencies, and other service providers -- responsible for interacting with international customers on a person-to-person basis or by providing the terminal facilities for customers during their airport journey. The airport services discussed in this guidebook range from in-person customer service provided by a wide range of entities to emerging technologies that airports are using to deliver information to individual travelers.
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2 Guidelines for Improving Airport Services for International Customers • Implementation considerations: provides a high-level description of the costs and benefits associated with each notable innovation so that stakeholders can make a preliminary determination whether the notable innovation should be considered for implementation at their airport. The guidebook concludes with a description of the "Gateway of the Future" which summarizes the basic requirements and notable innovations that airports could implement to enhance the customer experience.
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