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Challenges and opportunities to improve customer experience for existing airport assets: Case study of Amsterdam Airport Schiphol T1 refurbishment

Author

Listed:
  • Aulman, Joeri

    (Airport Planner and Project Manager, Netherlands Airport Consultants, The Netherlands)

  • Goor, Michiel Van

    (Project Director, Schiphol Group, The Netherlands)

  • Van Der Veer, Gerard

    (Director at Netherlands Airport Consultants, The Netherlands)

Abstract

Airports are faced with changing requirements for their existing airport assets and are under significant budget, sustainability and customer expectation pressures. This paper shares insights from Schiphol Amsterdam Airport and its consultant Benthem Crouwel NACO (BCN/NACO) on the redevelopment of Terminal 1 as a case study on meeting changing requirements in the aviation sector by smart use of existing infrastructure, retaining buy in from the wider airport organisation and stakeholders and meeting the new standards in sustainability and customer experience.

Suggested Citation

  • Aulman, Joeri & Goor, Michiel Van & Van Der Veer, Gerard, 2021. "Challenges and opportunities to improve customer experience for existing airport assets: Case study of Amsterdam Airport Schiphol T1 refurbishment," Journal of Airport Management, Henry Stewart Publications, vol. 16(1), pages 25-34, December.
    • Handle: RePEc:aza:jam000:y:2021:v:16:i:1:p:25-34
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    More about this item

    Keywords

    Smart airports; customer experience; sustainability; cost efficiency; flexibility; constructability;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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