Airport operators should exceed the expectations of customers

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.‬

Angela Gittens   Director General, ACI World

Angela Gittens

Director General, ACI World

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