INTERNATIONAL. New research by Airport Dimensions underlines how airports need to evolve to meet changing passenger expectations. In a new White Paper titled ‘Understanding Tomorrow’s Traveler’, the company said that a dramatically reshaped passenger demographic means “the old rules no longer apply” when it comes to airport passenger satisfaction.
Airport Dimensions’ research shows that Millennial and Gen Z passengers now account for three quarters of the market compared with two thirds before the pandemic. As this demographic increasingly dominates the market, airports need to consider how effectively they understand and are engaging with these new customer segments, who think and behave very differently to their parents.
Satisfaction with the airport experience has increased slightly, by nearly 2%, to 62% over the past two years. Airport Dimensions said that airports must ensure they are getting the basics right when it comes to providing amenities such as seating.
It also reinforced the need to provide a single digital interface for all services, providing better and more flexible options for ordering and collection. Finally, it noted, they should work with concession partners to drive better targeted promotions which demonstrate real value for the traveller.
