Experiences - 43%

‘I want experiences – packed commercially into an easy and
comfortable trip.’

This segment loves the atmosphere at the airport, and browsing
in the airport shops is an almost obligatory part of their trip:
not necessarily in order to buy a lot, but just as much to be
entertained. A good airport is an airport with a wide and exciting
range of products, both on the shopping and the restaurant side.

Copenhagen Airport is perceived as something special, but
there is still ‘room for improvement’ as this segment also has
the highest expectations of the shopping environment, of the
restaurants and cafés, and of personal service. This segment
includes many Scandinavian transfer passengers, and there
is an over-representation of SAS passengers in the segment.
They therefore attach relatively great importance to a relaxed
atmosphere, architecture, design and proximity.

Travelling is an experience. Good experiences often include a
personal impression, a face, a smile, a joking comment, or the
like. Service should not be automated. All too often, personal
contact is eliminated to achieve efficiency improvements, but in
this segment good service is personal service.

Keywords:

• Attractive and varied offering
• Experiences
• Personal contact