ACI Europe presents Guidelines for Passenger Services publication

By Charlotte Turner |

Airport trade body ACI Europe has released its latest publication, Guidelines for Passenger Services at European Airports. This publication looks at how airports should conceptualise, plan and deliver their passenger experience.


The publication Guidelines for Passenger Services at European Airports, a result of in-depth research, was carried out by a dedicated taskforce within ACI Europe, over a period of more than a year.


The airport operators involved included Amsterdam Airport Schiphol, Finavia, SEA Milano, Swedavia, Zurich Airport, as well as ACI Europe World Business Partners SITA, Morpho, TH Airport Consulting and TMT Management GmbH.


“Designed on best practices across the industry, these Guidelines are just another reflection of the evolution of Europe’s airports from B-to-B businesses to also becoming B-to-C businesses – with their focus expanded from serving airline partners to meeting the needs of passengers and other airport visitors,” says the body.


ACI says that the new Guidelines offer a holistic approach to passenger services at airports, looking at how passenger needs and expectations have changed and at the role and remits of airports operators and other partners in shaping the overall airport experience.


They include a new and multidimensional model to passenger categorisation. They also provide an innovative methodology for defining levels of service from the standpoint of the passenger as well as for their delivery though the so-called 3P approach (Premises, Processes & People).


The publication also outlines how the emergence of technology such as WiFi, smartphone Apps and other devices have played a role in this development, however in today’s highly competitive market, airports have also actively sought to develop a more direct rapport with the passenger.


The new Guidelines were formally presented to Siim Kallas, Vice President of the European Commission in charge of Transport by Arnaud Feist, President of ACI Europe and CEO of Brussels Airport.


Arnaud Feist, President of ACI Europe commented: “Putting passengers front and centre of our strategy is a major business imperative for airports across Europe. The digital revolution has empowered the passenger, and with competition between airports now a firm reality, it is all about providing the best airport experience.


“This involves looking for more efficient processes, using an ever-increasing array of communications platforms and coming up with creative and innovative concept to inspire.”


He added: “With these Guidelines, we are providing airports of all sizes with a tool box that will help them check the fundamentals and further enhance every aspect of the passenger experience – from the moment they arrive at the airport to the moment they step on board their flight.”

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