Challenges in passenger terminal design : a conceptual model of passenger experience

Harrison, Anna, Popovic, Vesna, Kraal, Ben J., & Kleinschmidt, Tristan (2012) Challenges in passenger terminal design : a conceptual model of passenger experience. In Israsena, Praima, Tangsantikul, Juthamas, & Durling, David (Eds.) Proceedings of the Design Research Society (DRS) 2012 Conference, Department of Industrial Design, Faculty of Architecture, Chulalongkorn University, Chulalongkorn University, Bangkok, pp. 344-356.

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In recent years, de-regulation in the airline industry and the introduction of low-cost carriers have conspired to produce significant changes in the airport landscape. From an airport operator’s perspective, one of the most notable has been the shift of capital revenue from traditional airline sources (through exclusive use, long term lease arrangements) to passengers (by way of fees collected from ticket sales). As a result of these developments, passengers have become recognized as major stakeholders who have the power to influence airport profitability. This link between passenger satisfaction and profitability has generated industry wide interest in the “passenger experience”.

In this paper, we define the factors which influence passenger experience, namely (a) artifacts, (b) services and (c) the terminal building, and explore the challenges that exist in the current approaches to terminal design. On the basis of these insights, we propose a conceptual model of passenger experience, and motivate its use as a framework for further research into improving terminal design from a passenger oriented perspective.

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ID Code: 53779
Item Type: Conference Paper
Refereed: Yes
Keywords: Airport passenger experience, Terminal design, Experience, Conceptual model, Experience typology, Level of Service
Subjects: Australian and New Zealand Standard Research Classification > BUILT ENVIRONMENT AND DESIGN (120000) > OTHER BUILT ENVIRONMENT AND DESIGN (129900)
Divisions: Current > Schools > School of Design
Current > Schools > School of Electrical Engineering & Computer Science
Current > QUT Faculties and Divisions > Creative Industries Faculty
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2012 [please consult the author]
Deposited On: 23 Sep 2012 23:48
Last Modified: 19 Jun 2015 07:37

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