ASQ 2020 Global Traveller Survey
COVID-19: Understanding Future Behaviours for Successful Recovery
The ASQ Global Traveller Survey included responses from passengers that travelled in 2019, and who intend to travel again, to explore how the COVID-19 pandemic will impact future travelling behaviours.
This survey precisely examines how airports can plan for future demand:
- Plan for future demand: who is travelling and when to adapt the experience accordingly
- Implement the right measures expected by travellers
- Improve the most stressful touchpoints in the passenger journey and the associated risks and impact on non-aeronautical revenues
- Understand foreign passengers’ needs and expectations
The ACI’s Airport Service Quality (ASQ) is the world’s leading airport passenger service and benchmarking programme.
The ASQ Global Traveller Survey has been created to help airports plan for future demand – in the short, medium, and long term – and to adapt customer experience accordingly. It will help them implement the right measures expected by travellers, improve the most stressful touchpoints throughout the journey, and understand passenger’s needs and expectations.
The survey found that 48% of travellers considered themselves likely to travel within the next three months but, despite this eagerness to travel, the recovery is dependent on a multitude of factors.