Airport Experience® News - Customer Service Issue 2023

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14 Data Optimization More data can mean better insights into how to serve the traveling public. While airports and concessionaires agree on that point, they’re not always in lockstep as to how, if and which data should be shared. 18 Experience Track Concessionaires are committed to optimizing the customer experience, but how can they – and their airport partners – know what’s working and where they fall short? Tracking, in various forms, shows just which efforts resonate and which ones are better left behind. 24 CX Strategies Virtually every commercial service airport in North America has a program - or multiple programs - focusing on the customer experience. AXN highlights unique approaches at six airports, each a part of a comprehensive customer service program. 32 Digital Wayfinding Makes Headway Wayfinding has come a long way from the static signage that once guided passengers through the airport terminal. Digital is increasingly commonplace, and new technologies are further changing the passenger interface with the airport.

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3 Letter From The Editor 4 Data Check A Fitch Ratings report shows just how much airports are expected to invest in new infrastructure. Because of high demand, ratings aren’t expected to be impacted. 6 Latest Buzz Palm Springs International Airport is in the midst of a concessions expansion and gate hold refresh. The improvements are expected to ease congestion and crowding as growth continues.

37 Sustainability Snapshot Airport apiaries are gaining traction as a small way airports can combat rising carbon levels.

40 Advertising Index 41 Before You Take Off

10 Director’s Chair Patrick Carreno, the new

director at Dallas Love Field, is leading an effort to maximize traveler amenities in the space constrained airport.

One airport concessionaire is offering stress relief via adaptogenic beverages – in this case, coffee made with mushrooms.

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AX NEWS CUSTOMER SERVICE ISSUE 2023