An Airports Council International (ACI) World ASQ Global Traveler Survey has determined half of the respondents seek to begin traveling soon, which the organization attributes to airport and airline safety confidence.
The analysis, created to aid airports in planning for future demand and adapt customer experience, showed 48 percent of survey participants considered themselves likely to travel within the next three months but acknowledged the recovery is dependent on a multitude of factors.
“One of the keys to recovery will be the aviation industry’s understanding of the changing needs of passengers, and ACI’s new survey provides insight into how COVID-19 is affecting passenger expectations and future travel plans,” ACI World Director General Luis Felipe de Oliveira said. “It is reassuring that travelers are eager to travel again, and our survey will help airports make the right decisions in providing the best and safest customer experience. Airports, airlines and their partners need to continue to increase the level of confidence in the entire passenger journey and provide and communicate the measures they are introducing to keep passengers healthy and safe.”
de Oliveira said ACI’s Airport Health Accreditation program provides airports with a tool to assess health measures against globally-recognized standards and a method to communicate those measures.
Ralf Gaffal, Munich Airport International managing director, said Covid-19 has had a unique impact on the aviation industry, causing traffic movements to hit bottom while changing passengers’ overall behavior and expectations.
“As a global world-class airport operator, it is essential for us to understand all changes and requirements to quickly adapt processes, facilities, and information flow,” he said. “The results of this ASQ Global Traveller Survey will provide guidance to define our strategy and actions in order to maintain the highest level of customer satisfaction.”