Ep31: The Future of Airports: Prioritising the Passenger Experience

CXD: Customer Experience Design

In episode 31, the final in our mini aviation series, Oliver King is joined by Bryan Thompson, a seasoned leader in passenger experience with over 25+ years of experience. Tune in to hear insights on the importance of passenger experience in airport operations and development and how it has evolved over time, shaping the airports of tomorrow. In this episode, Bryan stresses the value of collaboration and customer understanding in enhancing the airport experience, advocating for empathy and a holistic approach to decision-making, with advice for those embarking on the journey of enhancing passenger experience.

Download your copy of our Passenger Experience Strategy Checklist. 

Chapters:

  • 02:27: The Evolution of Passenger Experience in Aviation
  • 05:07: The Role of Measurement and Standards in Passenger Experience
  • 12:21: The Impact of Choice and Connectivity on Passenger Experience
  • 17:07: The Future of Passenger Experience and the Role of Technology
  • 27:48: The Changing Roles and Jobs within Airports
  • 30:06: Designing Passenger Experience in a Multi-Stakeholder Environment
  • 35:09: Collaboration and Understanding the Customer
  • 35:55: Balancing Efficiency in Airport Processes
  • 38:17: Challenges and Considerations in Master Planning
  • 32:48: First Steps in Enhancing Passenger Experience

To listen to explicit episodes, sign in.

Stay up to date with this show

Sign in or sign up to follow shows, save episodes and get the latest updates.

Select a country or region

Africa, Middle East, and India

Asia Pacific

Europe

Latin America and the Caribbean

The United States and Canada