Airport operators should exceed the expectations of customers
Airports are tasked with meeting and exceeding the passenger expectations through different providers, from the airport operator, airlines, ground handlers, retailers and governmental agencies, among others, that come together under one airport community. At the same time, airports cater to diverse passengers with different profiles, trip purposes and expectations. To discuss all the relevant issues, the ACI is organizing a global summit on this issue in September.
Under the theme of “One Airport Community; Many Passenger Journeys, over 400 airport experts will gather for the second annual ACI Customer Experience Global Summit, being held in partnership with PT Angkasa Pura I (Persero), from September 2 for four days in Bali, Indonesia. In addition to two days devoted to ASQ subscribers, the conference portion will feature insights and best practice exemplars from experts inside and outside of our industry. We will also take the occasion to welcome our 2018 ASQ Awards winners and Director General’s Roll of Excellence inductees, to receive their recognition and celebrate with their peers at the Awards Gala dinner.
This won’t be the only ACI event dedicated to helping airport operators understand, meet, and exceed the ever-changing needs of their customers this fall. The Trinity Forum, the world’s most influential airport commercial revenues conference, will take place in October and will focus on: “Reimagining the Trinity’s role in a phygital world.”
With the extensive use of smartphones, tablets and laptops, the Internet of Things - as well as in-store touchpoints such as kiosks and magic mirrors - passengers now have different ways of interacting directly with businesses and purchasing goods. The challenge and opportunity for airports and airport retailers worldwide, is to safeguard and develop the commercial side of airports by evolving in step with customer expectations. This involves forging innovative business partnerships and developing new revenue streams and commercial models that embrace the digitalization of airports – including the phygital. Key topics at The Trinity Forum will include: reimagining the airport commercial model, demographic challenges and online competition, new shopping frontiers, and the power of the trinity partnership, among other pertinent topics.