The Trinity Forum kicks off in conjunction with the launch of Airports Council International World’s recent publication

From 12 to 14 September in Mumbai, India, airport executives, retailers and brand experts, will discuss emerging themes such as changing consumer aspirations and correlations between passenger satisfaction and financial performance. A new ACI World session led by Stefano Baronci,  Director of Economics, ACI World, with a focus on “Evaluating how passenger satisfaction drives airport non-aeronautical revenues” will take place on the last day of the event.

In conjunction with The Trinity Forum, ACI World has launched an innovative guide, ACI Passenger Personas: A new approach to passenger profiling. This new publication aims to support airports in developing a deeper understanding of the needs of the traveler, an important factor in raising non-aeronautical revenue.

“For the airport industry, a deeper understanding of the behavior and needs of the passenger is vital to achieving higher levels of customer service and developing new efficiencies in airport operations,” said Angela Gittens, Director General, ACI World. “This understanding also has vital potential for increasing non-aeronautical revenue performance.”

A persona is a semi fictional way to model, summarize and communicate research undertaken on airport passengers. ACI Passenger Personas presents six key personas based on Airports Service Quality (ASQ) 2015 passenger data gathered from over 550,000 travelers and 300 airports worldwide. The six passenger personas represent key profile groups that allow airports to strategically create different customer experiences to meet the needs of different passenger types. The research methodology behind the guide represent a significant advance on the traditional approach to passenger profiling, creating in-depth portraits that evolve to reflect passenger behavior.

“Each persona provides the airport not only with a more detailed understanding of the passenger’s needs, preferences and behavior but also gives guidance on how those parameters are evolving, creating a series of passenger portraits that are unique to that airport. As such, the personas are much more valuable than a simple static ‘snapshot’ profile and will actually evolve with the pattern of changes in passenger behavior,” concluded Gittens.

The ACI Passenger Personas: A new approach to passenger profiling is free for all ASQ member airports. To receive a copy, please email asq@aci.aero.

2. The ASQ Survey covers 34 key service areas and includes 8 major categories such as access, check-in, security, airport facilities, food and beverage, retail and more. All participating airports use the same survey questions, creating an industry standard set of responses that allows participants to track and analyze their performance, as well as benchmark results against airports across the globe. All participating airports can view the ASQ survey results of all other participating airports on a confidential basis. For more information on ASQ, please click here.

3. For a PDF of this press release, please click here.