| Document
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Author Edyta Ostrowska |
| Abstract The paper presents an application of human factors framework to improve airport operations and customer experience. A pilot study was conducted at one of the UK airports and focused on experiences of passengers requiring support and staff working in Assistance Points. The results highlighted that airport operators would benefit from applying more holistic approach to understand passenger experience and should aim to look beyond passenger satisfaction, at the factors that can influence staff satisfaction and performance. |
