In this course you will learn how to define the customer journey of a passenger in the airport environment, assess the potential pain points within those steps of the customer journey and analyze how the digital transformation of the airport through the digital tools serve the objective of improving customer perception at the facilities.

The aviation industry is forecasted to continue its everlasting growth reaching up to 8.2 billion passengers in 2037. With 3,759 airports worldwide servicing 31,717 planes an the current demand of 4.4 billion passengers in 2019, there is a growing demand to transform such vital infrastructures into service points where passengers continue their customer journey that started at the moment they purchased their tickets.

Concepts of service design and consumer-centric strategies are nowadays in the drawing boards of every company that endeavors to provide a seamless experience to their customers and therefore the airports are nowadays incorporating such needs into their airport experience design. This course endeavors to analyze the customer journey of the passenger while at the airport, its pain points, the digital technologies that play a role for the passenger journey and how other digital solutions play a pivotal role in the perception of service quality in the airport environments.

This course is fully online. The lectures are run real-time (no recordings) with a senior Aviation Business lecturer/Academic using Microsoft Teams application. There are both individual and team assignments, which are also managed online.

All course materials shared during the lectures, including instructor’s own materials and assignments are shared amongst the enrolled students via the described applications. Sources to academical and business articles are shared as well.

Prerequisites:
Students must have Aviation basics knowledge obtained either at Airline/Aviation work or in previous studies.
Each student should install MS Teams app from Microsoft Office 365 (student) package as well as Zoom tool, ideally both on their laptop/desktop & mobile phone. High-speed internet connection is required for the best online course experience.

This is an advanced bachelor-level course suitable for studies in Aviation Business, Aviation Management and operational management staff working in Airlines looking forward to complementing and expanding their knowledge into the functional areas of an Airport from the digital perspective with the focus on the customer.