Tag: passenger experience



Future of mobility and customer service

Following on from some of our previous posts on customer service and service design, an interesting article from the President of Hertz International on the BBC website on the future of mobility. The interesting point is his view that technology is changing the way we view and access transport.  Individual car ownership is being challenged with many more options available.  He points out that transport...

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King's Cross Station

Railway stations as a destination

At the recent Railway Terminal Conference in Vienna, the focus was on what can railway stations learn from airports and how can the passenger experience be enhanced?  It is clear that railway stations, at least the mainline stations, have come a long way from being the dirty, unattractive places of years ago.  With the opening of St Pancras International and the new King’s Cross concourse...

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Does the railway industry understand passengers?

Telling interview in The Guqrdian this weekend… TRAIN FARES Richard Gibson, head of communications, CrossCountry Guardian Weekend: I tried to book a CrossCountry train journey from St Austell to Macclesfield. The only available ticket was £147.50, eight weeks ahead. Train companies boast about low advance fares – the trade-off for pricey walk-on fares. What’s going on? Richard Gibson: Not all journeys have an advance fare....

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Improved Passenger Experience with Smartphone Technology

Alongside improving the design of airports, providing simpler wayfinding, and making the security process less stressful, the ever present smartphone seems to be the battleground for providing better information to the passenger at a number of points on the journey. This article from the Amor Group presents a good summary of the current applications and uses for smartphone technology.  Worth a quick read: Smartphones as...

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Airport security – follow up

As a follow up to the last post on airport security and the passenger experience, our John Wood wrote an article for Security Middle East magazine covering this area.  Have a look at the article on our website: http://www.ccd-hf.co.uk/p/Press-Articles/


Improving the passenger experience of airport security

Improving the passenger experience of airport security

Those who have been getting some sun over Christmas or for the rest of us starting to think about booking our summer holidays (or those just trying to get to the next meeting) the issue of airport security can send a shudder down the spine. It has to be one of the least enjoyable aspects of any trip (marginally ahead of waiting for the bus...

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Is there a future for driverless trains?

Is there a future for driverless trains?

Does the new Heathrow pod system herald a new advance in driver-less, personal transport?  Are we likely to see major changes in rail-based transport systems?  Previously on this blog we’ve talked about interesting ideas for high-speed rail.  This article on the BBC highlighted a number of technologies especially around high speed http://news.bbc.co.uk/1/hi/programmes/click_online/9617577.stm What we found interesting is the point made right at the bottom of...

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What do passengers say they want in airports?

What do passengers say they want in airports?

Continuing the theme of our recent posts on airport design and meeting the needs of the passengers, we came across this blog post of a survey of what they said they wanted: http://www.futuretravelexperience.com/2011/05/what-do-passengers-really-want/ Biggest desire?  Signage, communications, staff – people want to know where to go, how to get there, where their plane is, etc.  They also want a human to deliver some of this –...

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Improving the security experience at Gatwick?

Improving the security experience at Gatwick?

We hear that Gatwick is planning to significantly enhance the passenger experience when it opens its new South Terminal. New technology is coming including automated barcode scanners replacing boarding-pass checkers.  We understand that the new security lounge will use state of the art crowd-measuring technology to identify the shortest queue. According to the Time to Wander blog, the airport said “we’re going to use colour-coded...

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What will airports of the future look like – a passenger perspective

What will airports of the future look like – a passenger perspective

Following on from the last post is this video from the BBC on the airports of the future: http://news.bbc.co.uk/1/hi/programmes/fast_track/9443769.stm.  The piece is based around the premise that in 20 years time passenger numbers will double to pass 12 billion so airports and cities will have to cope with more people using and working in them.  One suggestion has been the “aerotropolis” – a city with...

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