ACRP Impact on Practice: Improving the Airport Experience amid Changing Guest Expectations

Over the past several years, guests’ standards and expectations for the airport experience have evolved, with an increased emphasis on safety and ease of navigation throughout their journey. If you have been to Boston Logan International Airport (BOS) recently, you know that changes are everywhere.

The TRB Airport Cooperative Research Program’s Impacts on Practice: Improving the Airport Experience amid Changing Guest Expectations highlights how ACRP Report 157: Improving the Airport Customer Experience and ACRP Research Report 161: Guidelines for Improving Airport Services for International Customers are being used by BOS and the Massachusetts Port Authority (Massport) to rethink how they serve their guests.

For example, in 2020, BOS launched a live virtual customer service assistant inspired by ACRP Report 157. Massport is also undertaking a significant overhaul of the airport’s signage, including in-terminal signage, roadway signs, and garage wayfinding, with guidance from ACRP Research Report 161.