INTERNATIONAL. We bring you extracts from a recent blog by ACI World Director General Luis Felipe de Oliveira in which he announces the theme of the upcoming annual ACI Customer Experience Global Summit and reflects on current challenges facing the recovering global airport industry.
Rehumanising the airport experience
My recent trips have underlined once more the importance of connecting in person and the value of the human experience – not only amongst colleagues for the exchange of knowledge and networking opportunities, but also for the airport customer experience. I was inspired and encouraged to feel the travelling buzz in the air that comes from busy airports filled with motivated staff and eager passengers.
While the pandemic has accelerated the digitalisation and implementation of touchless processes within airports, it has also highlighted the importance of the human-to-human experience within the airport community. Passengers, employees and airport stakeholders are all looking for positive and meaningful human experiences.
Taking stock of this trend via data from our world-renowned Airport Service Quality (ASQ) programme, ACI has announced the theme of its upcoming annual ACI Customer Experience Global Summit: ‘Rehumanising Airport Experience’. [The event takes place on 13-15 September in Krakow.]
How can airports distinguish their unique customer experience and strengthen their competitive advantage in such an environment? How can airports stay ahead of quickly evolving user-centric technological expectations, while also prioritising the human experience?
By gathering top customer experience experts from around the world, this year’s conference will seek to demonstrate that the human element remains the undeniable asset to achieving and demonstrating customer centricity, as well as creating a differentiating factor in the airport experience.
Reopening continues with potential headwinds
Not all was positive for the month of March. The ongoing war in Ukraine continues to affect the lives and livelihoods of many. First and foremost, our hearts go out to Ukraine and all people affected by this conflict. Like many in the international community, we are hoping for a swift and peaceful resolution to this situation.
Fundamentally, civil aviation fosters unity and peace – we bring people together. We believe our airport members are there for the communities they serve and for civilian purposes and ACI will continue to support our members however we can.
The conflict, as well as increased geopolitical tensions around the world, could also dampen the speed and magnitude of aviation’s recovery, and thus the social and economic benefits aviation provides to communities worldwide.
While ACI World remains optimistic, it is also cautious that recovery could face other headwinds ranging from new potential variants [of COVID-19], high crude oil prices, higher inflation, or supply chain disruptions.
Nonetheless, the momentum created by plans to reopen will certainly have a positive impact on the global economic recovery. The performance of the global economy has accelerated in the last months of 2021 as more pandemic restrictions were removed, facilitating the trade in goods, and enabling the manufacturing and services sectors to grow. For this we are hopeful and continue to encourage the easing of travel restrictions worldwide.
