Reinventing the Airport Ecosystem

The airport has long been a primary point of service delivery for travelers undertaking a ‘total trip’, which encompasses a wide variety of stages from booking to destination. In this research 43% of travelers told us they wanted to reestablish the ‘wonder and magic’ that was historically associated with air travel. If this is to be achieved then we need to think differently. Every player in the airport ecosystem must re-examine exactly what tomorrow’s travelers will demand and begin to plan to meet those needs, not in isolation, but in conjunction with other companies and organizations.

The report provides an independent, expert, perspective about future strategies and models, which will help determine the way airlines and airports, can deliver a streamlined, stress free and holistic service to their customers. The good news is that travelers have told us they will be willing to spend more time and money at the airport, but only if the airport experience comprises inspiring leisure options and a competitive, enticing retail offer.