Press Releases

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

Montreal, 12 September 2016The Trinity Forum, a tri-partite alliance of Airports Council International (ACI) World, ACI Asia-Pacific and The Moodie Davitt Report, kicked off today under the theme of “Adding value to the consumer journey in an onmi-channel age.” The event is generously hosted by GVK and Mumbai Airports International Limited.

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

Notes for editors
1. Airports Council International, the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organisation. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable. To learn more about ACI, please click here.

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.

Media contact
Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1223
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