North Star

Ep31: The Future of Airports: Prioritising the Passenger Experience

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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.

Connect with Bryan. 

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
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