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ACI Passenger Personas: A new approach to passenger profiling

language English
format Digital - PDF
Regular US$2,000
Airport members US$500
World Business Partners US$500
If you wish to pay by bank transfer, please checkout and select the option at the payment.



ACI Passenger Personas main benefits:

  • Provides a new benchmarking tools;
  • supports the design of a satisfying and memorable passenger experience that can more comprehensively target customer’s needs;
  • provides a consistent understanding of the airport’s core audience groups; and,
  • guides airport management in their assessment of customer service provisions.

ACI ASQ team has launched an innovative guide, ACI Passenger Personas: A new approach to passenger profiling. This publication aims to support airports in developing a deeper understanding of the needs of the traveler.

A persona is a semi fictional way to model, summarize and communicate research undertaken on airport passengers. ACI Passenger Personas presents six key personas based on Airports Service Quality (ASQ) 2015 passenger data gathered from over 550,000 travelers and 300 airports worldwide. The six passenger personas represent key profile groups that allow airports to strategically create different customer experiences to meet the needs of different passenger types. The research methodology behind the guide represent a significant advance on the traditional approach to passenger profiling, creating in-depth portraits that evolve to reflect passenger behavior.

The ACI Passenger Personas: A new approach to passenger profiling is free for all ASQ member airports. For more information contact

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Once purchased, the publication will be sent to you by e-mail. All versions are available. The document will also be available in your customer area.


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