Press Releases

New research paper examines cultural influences on perceptions of airport customer experience

Montreal, 6 September 2018 – Airports Council International (ACI) World has today published a research report exploring how culture can influence how passengers assess their experience of airport customer service and facilities.

The paper – entitled The influence of culture on perceptions of the airport customer experience – has been produced to support airport managers as they develop and tailor their customer experience management programmes to better meet the needs of the many passengers that airports serve.

The objective of this research report was to determine whether cultural differences influence the overall satisfaction levels of airport passengers and, if so, to understand the ways in which airports might respond in providing an improved customer experience.

The report includes guidance in the form of recommendations for airport management on the ways in which service can be adjusted to ensure that cultural differences are taken into consideration.

“Culture can be a key influence on human behaviour and this study seeks to examine its measurable influence on the passenger assessment of the airport experience,” said Dimitri Coll, Associate Director, Airport Service Quality (ASQ) at ACI World. “It is important that operators consider that cultural differences can play a significant role in how passengers experience the service and facilities provided at their airport, so they can tailor their customer experience programmes accordingly.

“This report utilizes the work of Gerard Hofstede, widely regarded as the most eminent academic in social psychology, and his cultural analysis forms the platform for this study.”

The paper has been published as part of ACI’s ASQ programme which continues to provide the research tools and guidance to better understand passengers’ views and what they want from an airport’s products and services.

In this fast-changing landscape, ASQ is the key to understanding how to increase passenger satisfaction and improve business performance.

Notes for editors

To learn more about the ASQ Programme, please visit the website.

1. Airports Council International (ACI), 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 Organization. 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. As of January 2018, ACI serves 641 members operating 1953 airports in 176 countries.

2. Order copy of the research report.

Media contacts:

Hicham Ayoun
Manager, Communications
ACI World
Telephone: +1 514 373 1223

Anita Berthier
Manager, External Relations and Special Events
ACI World
Telephone: +1 514 373 1254