The human touch in the passenger experience – new Handbook

What is airport culture and how can you hone it to the benefit of your community? How does airport culture translate to improved passenger experience? Where does your airport fit on the scale of airport culture maturity?

The answers to these questions (and more) can be found in the newly published ACI EUROPE Handbook for Airport Culture. Developed by the ACI EUROPE Facilitation and Customer Services Committee and its Task Force on the Passenger Experience, the Handbook presents the ins and outs of building a strong airport culture and, by consequence, fostering excellence in passenger services. In short, this new publication provides a detailed view on the power of human touch in delivering a first-rate experience to your passengers and how to unlock it.

On top of structuring the theory and useful definitions, the Handbook plugs the savoir-faire it provides into the present circumstances of the ongoing pandemic and the impact it has had on passenger and staff needs. Further developing on the practical aspects, it contains real-life case studies from the ACI EUROPE member airports who have already invested time and resources into developing a strong airport culture.

Download your copy of the ACI EUROPE Handbook for Airport Culture here. For more information, contact Federico Bonaudi, Head of Facilitation, Parliamentary Affairs & Regional Airports at Federico.Bonaudi@aci-europe.org.