Airports

82% of passengers would pay more for better airport experience, new research shows

82% of passengers would pay more for better airport experience, new research shows
55 per cent said they would prioritise travelling from airports that offer a better experience (Image credit: Adobe Stock)

New research suggests the majority of customers would pay more if it meant an improved airport experience.

Intelligent airport management platform provider AeroCloud surveyed 2,000 consumers in the UK – with 82 per cent saying they would pay more if they could move through check-in and security more quickly.

Meanwhile 70 per cent said they plan to sustain or increase their leisure or business air travel in the next 12 months, with 55 per cent claiming they will prioritise travelling from airports that offer a better experience.

George Richardson, CEO and co-founder of AeroCloud, said: “Our research shows that passengers won’t settle for mediocre experiences and if airport leaders get it wrong, they will lose out on attracting these new passengers to neighbouring travel hubs.

“Consumers want seamless, self-service experience powered by tech. Discerning passengers are looking for comfortable and inclusive environments, with more choices in concession areas.”

AeroCloud’s research indicates “loyalty is a thing of the past when choosing departure airports”, with shorter queues and reduced waiting times in security and check-in topping the list of experiences that make passengers choose to travel from one airport over another.

Self-service check-in, creating inclusive environments, providing more family-friendly areas and increasing capacity to introduce new airlines and routes are all steps airports should take to keep customers happy, the company said.

52 per cent of survey respondents said they have no time to visit stores or restaurants because it takes too long to get through the airport – so improving the passenger experience means customers will spend more, according to AeroCloud.

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