As businesses seek to recover from the recent COVID-19 crisis, it’s clear that focusing on enhancing and strengthening customer experiences will be key to rebuilding. Charting the path forward amidst a sea of information, however, can be challenging. As leaders in airport customer and employee experiences, CXE has curated a library of resources and articles from prominent industry sources to help provide deeper insights into the effects of this global pandemic on the airport sector. Articles are available to you on this CXE Hub webpage and updated weekly.
We are in this together - and beyond - and look forward to supporting you as our sector, and country, recovers and as we move ahead in developing a new strategic road map toward service excellence!
The U.S. Centers for Disease Control and Prevention (CDC) issued a “strong recommendation” for masks and facial coverings on all forms of public transportation but stopped short of mandating their use.
The decision updates prior guidance that merely recommended mask use on board aircraft, trains, buses, and other forms of transportation but still does not have the force of law that many airlines and their unions have clamored for.
Published 10.20.2020 by Skift.com
San Francisco International Airport (SFO) will become the first U.S. airport to provide free on-site rapid coronavirus testing for its employees.
SFO announced Monday that it will use Dignity Health’s GoHealth Urgent Care to administer testing inside the airport, with results in about 15 minutes. Airport officials said the goal is to eventually extend the service to passengers.
Published 08.24.2020 by The Hill
As a result of the global pandemic, the aviation industry has changed with the obvious impacts being closed borders, reduced air travel and the heightened risk of illnesses transmission. Whilst as a community we have experienced benefits of cleaner air, clearer water and far less noise from aircraft and the wider community. Read more to discover how the aviation industry is going to re-emerge, and how will it do so effectively?
Written by Matt Mills-Brookes & Published by Airportbusiness.com on 08.13.2020
Traffic at airport security checkpoints reached a new high this weekend, crossing 800,000 for the first time since the coronavirus pandemic caused passenger numbers to plummet.
From Gregory Wallace and Pete Muntean, CNN on 08.10.2020
Brian, whose job is to envision the future for aviation and to implement progressive, yet effective solutions, shared his perspective of the challenges airports are facing due to the Covid-19 pandemic and the investments they are making in order to make flying safe again.
Published by Forbes on 07.02.2020
WASHINGTON and OTTAWA – Airports Council International – North America (ACI-NA), the trade association representing commercial service airports in the United States and Canada, today launched its “Ready for Every Journey” campaign to help educate passengers and local communities about the steps airports are taking to protect health and safety as travel resumes following the coronavirus (COVID-19) pandemic.
Published by ACI-NA on 07.2020
“The thermometer is part of our self-assessment requirements in our continued efforts to help ensure a safe travel experience for our customers and employees,” a spokesperson for United told Fox News of the new mandatory uniform item on Thursday morning.
Published by Fox News on 06.25.2020
Airports are joining airlines in ramping up service and welcoming passengers back to terminals that have been all but empty for months due to a record coronavirus-induced drop in air traffic. And, like the airlines, most every airport is going all out to proclaim extreme vigilance in keeping facilities clean and travelers safe.
Published 06.16.2020 by Stuck at the Airport
ACI and IATA have jointly produced this paper which lays out a pathway for restarting the aviation industry – it is a product of cooperation between airlines and airports to identify a roadmap for resuming operations which reassures the travelling public that health and safety remain the overall priorities.
Speakers elaborate on guidance for both the initial phases of business restart, as well as the longer-term recovery process as the airport industry prepares for the “new normal”. This webinar shares lessons learned and best practices from globally recognized airport professionals.
In a world currently overshadowed by a pandemic, making travel touchless is key to preventing germ transmission and reassuring the public.
Some predictions indicate flying will only get back to 2019 levels anywhere from 2023 to 2025 yet we feel a sense of urgency to move towards a new normal state as soon as possible.
Published 06.05.2020 by ACI
On Monday, the airline trade group Airlines for America (A4A) announced that for the duration of the COVID-19 health crisis its member airlines, including Alaska, American, Delta, Hawaiian, JetBlue, Southwest and United, are stepping up enforcement of face coverings.
Published 06.16.2020 by Stuck at the Airport
In addition to requiring travelers and employees wear face masks, airports are examining how to adapt their every aspect to a post-COVID-19 world. Here's how experts say each part of the journey through airports may change once air travel begins to open up again.
Published 06.07.2020 by Conde Nast Traveler
The airport, once notorious for snaking lines, crowded lounges and a crush of humanity waiting to board all at once, may now become a place of high-tech cleaning robots, plastic shields, temperature screenings, mandatory face masks and reduced amenities.
Published 05.17.2020 by The Points Guy
The U.S. travel industry has submitted to the White House a document titled, “Travel in the New Normal,” a set of operational guidelines proposed by industry leaders as the result of a collaborative effort between medical experts, businesses and organizations.
Published 05.04.2020 by Airport Experience News (AXN)
U.S. Sen. Roger Wicker, R-Miss., chairman of the Senate Committee on Commerce, Science, and Transportation, will convene a hearing titled, “The State of the Aviation Industry: Examining the Impact of the COVID-19 Pandemic,” at 2:30 p.m. on Wednesday, May 6, 2020.
Published 05.06.2020 by the U.S. Senate Committee on Commerce, Science, and Transportation
The Airline Passenger Experience Association (APEX) and the International Flight Services Association (IFSA) have enlisted FETHR to provide insights based on COVID-19-related passenger discourse on social media. The result is the APEX/IFSA COVID-19 Airline Customer Sentiment Report.
Published 04.28.2020 by APEX
Nearly three-fifths of leisure and business travelers are ready to support the tourism industry with bookings, according to a global survey of more than 27,000 travelers conducted by InsideFlyer. Review the findings after surveying both leisure and business travelers affected by COVID-19.
Published 04.28.2020 by Airport Experience News (AXN)
Fast Future examines post-pandemic scenarios for air transport and the rising importance of passenger safety, trust building, digital transformation, automation, and customer experience lead strategic priorities for airlines, airports, and partners amid COVID-19 disruption.
Published 04.28.2020 by Fast Future.
Weekly webinar series by the Airport Restaurant & Retail Association (ARRA) to collaboratively discuss with aviation-industry trade associations and the airport community matters related to COVID-19 that impact restaurant/retail members.
Published weekly by Airport Restaurant & Retail Association (ARRA)
Customer experience has taken on a new dimension in the overwhelming challenge of Coronavirus. Adapting the airport experience in turbulent times also means focusing on employee experience.
Published by Airports Council International-Worldwide (ACI-World)
For CX leaders, this is a crucial time to stay positive, engage with customers, understand their experiences better, and rethink the future. VoC program is here to enable the delivery of meaningful and consistent experiences to customers and employees.
Published by 04.29.2020 Customer Think
Aviation is now facing unprecedented challenges amid the global outbreak of the novel coronavirus. This is mainly due to travel restrictions that have limited the connectivity between countries and continents and as a result paralyzed entire economy sectors.
Published 04.08.2020 by Airport Council International - World (ACI-World)
The transportation sector has been impacted as much as any by the coronavirus. This isn’t a normal period of disruption, which is usually caused by failures in supply such as road accidents or industrial action. In this case it is the lack of demand that is the problem.
Published 04.07.2020 by Fast Company
To assist airports in doing planning for the unexpected, ACI World produced the Emergency Preparedness and Contingency Planning Handbook.
Published 04.06.2020 by Airport Council International - World (ACI-World)
The immediate impact on air travel has been covered comprehensively by various media outlets and while the future remains unclear, it is important to try to stay ahead of the curve and reimagine what the new reality will look like once global air travel is able to resume. In this article the FTE team explores what this new reality might mean for airlines, airports and passengers.
Published April 2020 by Future Travel Experience
Stay aware of the latest information on the COVID-19 outbreak, available on the WHO website and through your national and local public health authority. These materials are regularly updated based on new scientific findings as the epidemic evolves.
Published April 2020 by the World Health Organization (WHO)
The Centers for Disease Control & Prevention offers guidance on how to: Plan, Prepare and Respond to Coronavirus Disease 2019.
Customer experience is one of the hottest buzzwords in business these days amidst the ongoing COVID-19 pandemic. Learn more about the history of customer experience. Explore what has happened to customer service, and what is the difference between customer service and customer care?