Industry column

IMPROVING CUSTOMER EXPERIENCE

Sharing customer data has the potential to significantly improve the airport experience. (Wikimedia Commons / The Photographer)

Airlines capture a lot of passenger data – name, address, nationality, preferences, frequent flyer status, travel history and contact details (eg phone number and e-mail address). Rarely is this made available to the operators of the terminals through which their customers are passing. Airports sometimes obtain data from travellers who buy products and services such as parking or fast-track security online, but the detail is rarely as rich as that captured by air carriers and again it is not passed on.

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