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Breaking the passenger experience

Author

Listed:
  • Fulghum, Hunter S.

    (Arts & Engineering PLLC, USA)

Abstract

This paper focuses on the contradiction within the airline and airport industry regarding the stated focus on improving the passenger experience and the actual conditions that most passengers face when travelling. The commercial travel industry presents and promotes itself as introducing new technologies and systems and expanding and improving airport spaces in order to create a positive and pleasant journey for the passenger. The reality is that passenger satisfaction with air travel is decreasing even as airlines and airports deploy new systems and rebuild airport spaces. This paper is presented to call attention to the gap between what is said and what is done in terms of serving the customer. This article is also included in The Business & Management Collection which can be accessed at https://hstalks.com/business/.

Suggested Citation

  • Fulghum, Hunter S., 2025. "Breaking the passenger experience," Journal of Airport Management, Henry Stewart Publications, vol. 19(3), pages 266-275, June.
    • Handle: RePEc:aza:jam000:y:2025:v:19:i:3:p:266-275
    as

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    More about this item

    Keywords

    passenger experience; passenger journey; customer satisfaction; technology; stress; satisfaction;
    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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