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Today's airports have become much more than transportation hubs. They are increasingly becoming places where people dine, shop, relax, work, and interact. This expanded role comes with challenges as airports try to understand and address the needs of their diverse customer base.

The TRB Airport Cooperative Research Program's ACRP Research Report 231: Evaluating the Traveler's Perspective to Improve the Airport Customer Experience presents information and tools to better understand the traveler's perspective of the airport journey and how airports might respond to the evolving needs of their travelers.

Supplemental materials to the report include an executive summary, a multimedia tool that provides visuals to support the findings, and Appendices C through F (which include a social media and media analysis toolkit, a review of creative benchmarking, a sample data summary table for creative benchmarking, and a listing of social media and media analysis resources and guides).

In July 2021, an errata was issued for ACRP Research Report 231.

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Publication information

196 pages · 8.5 x 11 ·
ISBN Ebook: 0-309-67402-6
DOI: https://doi.org/10.17226/26222

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National Academies of Sciences, Engineering, and Medicine. 2021. Evaluating the Traveler's Perspective to Improve the Airport Customer Experience. Washington, DC: The National Academies Press.

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Evaluating the Traveler's Perspective to Improve the Airport Customer Experience (2021)

Chapter: Chapter 1 - Introduction

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Suggested citation

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Evaluating the Traveler's Perspective to Improve the Airport Customer Experience (2021)

Chapter: Chapter 1 - Introduction