Efficiency - 19%

‘I travel often, so I want my trips to be fast and efficient.’

Airports are a necessary evil in a busy life. Generally, time
spent at an airport is part of the travel time, and it’s great if it
can be minimised. Architecture, culture and shopping at the
airport is ok, but it is more ‘nice to have’ than ‘need to have’.
Airports are judged by their logistics, and passengers in this
segment hate unforeseen waiting time. Queuing for more than
five minutes is too long. All initiatives that can ‘save time’ are
welcome. Ideally, it would be great if cars or taxis could be
parked right next to the aircraft.

This customer type is predominantly business travellers. When
they travel with family or friends, they also show this behaviour.
If things can be done faster through self-service, that is what
they prefer. The passengers in this segment make full use of
self-service check-in, short cuts and texting/iPhone services. This
does not mean that they do not spend money at the airport:
a quick meal or a gift for the wife or children is bought at the
airport – when time allows.

A good trip is efficient, with a minimum of time wasted.
If there are delays or other unforeseen circumstances, it is
important that these passengers are informed well in advance.
Lounges, restaurants and a good shopping environment are
good offerings when these passengers have time to kill – for
instance in a transfer situation – but time is money in the busy
lives of these passengers.

Keywords:

• Automated services
• Efficiency