Case Study: Major International Airport Hub

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The Situation

This major international airport hub’s degree of geographic and physical real estate flexibility is significantly constrained, compared with other international airports of similar business volume. While long-term modernization plans are underway, they may be as far away as a decade, challenging this airport to take the necessary action to improve passenger satisfaction in the short term.



By condensing the J.D. Power study framework, a simpler archetype of clustered factors and attributes was developed in order to assess and recommend areas of passenger satisfaction improvement, including:

  • Comfortable Facilitation – Instill passengers with the confidence that the facility they must use in order to access airline services comfortably accommodates their arrival, visit, and use as well as their departure when returning.
  • Time Sensitivity – Give passengers the sense that the design of the facility and the services that are offered recognize the ever-increasing demand on their time; allowing them to participate in decisions that will either save them time and/or have sufficient notice and information to adjust for circumstances that impact their time. 
  • Life / Work / Leisure Productivity – Allow passengers to be as productive as possible while at an airport. 



The airport hub has significantly improved its customer satisfaction score, despite an increasingly challenging and constrained environment, and has continued to be a major hub for the region.