Developing Traveler-Friendly Airports to Improve the Passenger Experience in the APEC Region: A Best Practices Report

This report contains the findings of field assessments conducted in five volunteer airports in the APEC region. Considered a crucial aspect of determining what constitutes a favorable passenger experience, the objectives of the field assessments were to gain an in-depth understanding of international/domestic and arrival/departure passenger process flows and to observe services that are provided to passengers throughout the airport.

Through these on-the-ground assessments, key factors that could impact passengers’ perceptions of traveler friendliness in this diverse range of airports were identified. Based on these findings, a comprehensive list of traveler-friendly quality standards was developed that airports in the APEC region can use to prioritize the issues they need to address in order to improve existing services and/or develop new systems.