Na minha experiência, entender as necessidades e expectativas dos passageiros é fundamental. Por exemplo, ao analisar dados de viagens anteriores, percebi que passageiros em viagens de negócios valorizam a eficiência e opções de trabalho remoto, enquanto famílias em férias buscam conforto e entretenimento. Personalizar serviços com base nesses perfis pode transformar completamente a experiência no aeroporto.

Implementar quiosques de autoatendimento e check-in móvel, o que permite aos passageiros maior controle sobre sua jornada. A flexibilidade para alterar voos e assentos de última hora foi particularmente apreciada, resultando em feedback positivo e aumento na satisfação do cliente.

Two key areas to focus on are technology integration and accessibility. These two enhance the travel experience by offering choices and flexibility. While technology can streamline various processes, it should complement, not replace, human interaction, as many passengers still value assistance from live agents. An inclusive airport is the future. Designing experiences that cater to many customer profiles, including those with disabilities, ensures that implemented technologies are accessible and user-friendly, creating a more personalized and accommodating airport environment for all.

Designing an airport to reflect local culture and history is important, but equally important is the interior design. A thoughtful and deliberate interior design creates a sense of place, allowing travellers to experience the essence of a destination even without stepping outside. Visual elements like unique art, architecture, and themed decor immerse passengers in the airport atmosphere. Comfortable and aesthetically pleasing spaces enhance the travel experience by providing relaxation and a sense of belonging. Also, incorporating pleasant music and signature scents can further enrich the sensory experience, making airport experience memorable and welcoming for all travellers.

Uma coisa que achei útil foi incorporar elementos culturais do destino no design do aeroporto. Ao destacar a arte local e oferecer produtos regionais, os passageiros puderam experimentar a cultura local antes mesmo de saírem do aeroporto, criando uma experiência memorável e enriquecedora.

Great ways to deliver personalized communications include utilizing technology like AR navigation and AI-enhanced assistants. While technology integration is important, it's equally important to value human interaction, especially for travellers who prefer personal service. Combining both approaches ensures a comprehensive personalized airport experience. AR navigation offers interactive and tailored guides. AI-based assistants can provide real-time updates and support. On the other hand, trained airport employees can deliver dedicated and personalized services for VIPs to ensure that all passengers feel valued, creating a truly personalized experience for everyone while driving customer satisfaction.

Airports can provide value-added services by integrating specific areas and services for different types of travellers. Singapore's Changi Airport excels at this, offering tailored amenities for various passenger profiles. Families can enjoy free entertainment areas, including a movie theatre and play zones for children. Business travellers have access to dedicated lounges that cater to their professional needs. Leisure travellers with long layovers benefit from free city tours, snooze lounges, medical clinics, and a post office. These unique services make Changi Airport a standout, ensuring a personalized and comfortable experience for all, making SIN an attractive transit hub, but also an attraction for the public.

Microsurveys should be available at essential airport touchpoints and integrated into built-in services. These short surveys are effective at gathering customer feedback and providing real-time insights into passenger experiences. Having them at key locations such as check-in counters, security checkpoints, boarding gates, lounges, and restrooms ensures broad coverage. Also, embedding microsurveys into digital interactions, like screen prompts at self-service kiosks and in-app notifications capture real-time results.

Offer priority services access to exclusive lounges for frequent flyers or premium passengers Customised Notifications Provide personalised navigation assistance within the airport Physical/Virtual Assistants Special Services multilingual Language Support Facilitate seamless connections between flights, transportation modes, and terminals by providing personalised transfer assistance and real-time updates on connecting flights Feedback Mechanism