Airport experience
Making the most of customer experience opportunities
From driving passengers’ propensity to choose your airport over the competition to increasing their non-aeronautical spend, giving customers a positive experience will pay dividends for your airport.
✓ Improve your airport’s brand equity. Happy passengers will help you secure positive online reviews, in-person recommendations and return customers.
✓ Drive non-aeronautical spend. Generate a positive atmosphere and customers will be more inclined to spend more on retail and dining. Increased revenue attracts interest from high-end brands and supports route development.
✓ Efficiency leads to greater spend. Investing in technologies that streamline airport operations will reduce congestion giving passengers more leisure time.
✓ Boost employee morale. Fewer stressed or concerned passengers will improve the work environment for your staff and allow them to focus on delivering gold standard service.
Building a better airport customer experience
A strong airport customer experience requires more than good terminal design. It depends on clear strategic choices, practical solutions and continuous management across the full passenger journey.
NACO brings together airport strategy, passenger behaviour, terminal design, operations, digital services and commercial insight. This helps airports define what kind of experience they want to deliver, identify the moments that matter most and translate those choices into improvements that can be implemented and measured.
Our framework
Our customer experience projects
Customer experience
Making strategic choices at Asaba Airport
Customer experience
Designing the experience at Lima Airport
Customer experience
Mastering the experience Rotterdam the Hague Airport
The CX Quick Scan
How is your airport’s customer experience? Use the complimentary NACO CX Quick Scan to start exploring how you can improve customer satisfaction and unlock new revenue streams.
Take the first step towards transforming your customer experience today.
Managing airport customer experience
Customer experience is where strategy, operations and design meet. By understanding what drives confidence and flow, airports can improve passenger, operational and commercial outcomes.
