Airport Customer 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 the airport customer experience
A seamless airport customer experience requires the perfect blend of strategic vision, design and management. By taking a holistic approach centred on these three pillars, our multidisciplinary team of consultants and engineers can help you define your ambitions, anticipate challenges and deliver for your passengers.
Our framework
Putting customers at the heart of your strategy
Customer experience must be seen as an integral part of your airport’s strategy. By aligning your commercial, operational, and digital strategies, your airport can create a seamless and satisfying passenger journey.
Collaboration across the airport ecosystem is also essential to this. Whether that’s by streamlining processes to reduce wait times and improve passenger flow; leveraging technology and data to deliver personalised services; or by enhancing retail, dining, and premium services. Working with airlines, retailers and technology partners helps deliver a cohesive experience for your passengers.
As your partner NACO can help you navigate these strategic choices and achieve your airport’s goals through expert guidance and innovative solutions.
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
CX Accelerator
Helping you drive the results of your airport experience
In just 30 days*, the NACO CX Accelerator provides a comprehensive evaluation of the current CX and develops a roadmap for future priorities. Designed by our in-house CX experts, it involves four key processes:
Holistic Assessment: Evaluates CX capabilities, identifying strengths and areas for improvement.
Stakeholder Engagement: Interviews with ecosystem partners to gather insights on practices and challenges.
Data-Driven Insights: Analyses extensive data sources to provide actionable insights for the roadmap.
On-Site Terminal Review: Visits to review passenger journeys, identifying pain points and opportunities for improvement.
* Depending on the airport's size and condition, the efficiency of feedback mechanisms, and prompt stakeholder engagement, this is achievable.
Customer Experience white paper
We help airports increase their positive environmental, social and economic impacts whilst maximising total passenger satisfaction.
