Articles & Resources

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!

Airlines Still Don’t Think New CDC Mask Guidelines Go Far Enough

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

San Francisco becomes first US airport with rapid COVID-19 results for workers

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

Exploring the relaunch of the aviation industry after COVID-19

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 on 08.13.2020

US airport traffic climbs to new pandemic-era high

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

Why Delta Is Leaving Middle Seats Empty During the Pandemic

Delta Air Lines has tried to stake a claim as one of the most cautious companies in the industry by promising to leave middle seats empty even as American Airlines and United Airlines are selling as many seats as they can. 

Published on 07.27.2020 by The New York Times.

House Dems introduce bill to require masks on planes and in airports

House Democrats introduced a bill that would require passengers to wear masks on commercial planes and in airports to combat the coronavirus pandemic.

Published 07.31.2020 by

CX and COVID-19: What’s the Same, What’s Changed and What’s To Do?

Regardless of what tomorrow looks like, one thing remains unchanged: the underlying rationale for focusing on Customer Experience.

Published by Customer Think on 07.10.2020

Return Of The Airport: What Airports Invest In To Survive Covid-19

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

Airports Council Launches ‘Ready for Every Journey’ Campaign as Travel Resumes

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

United Airlines adds thermometers to flight attendant uniforms

United Airlines is now requiring flight attendants to carry a personal thermometer for self-assessment health checks as the coronavirus health crisis continues.

“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 Welcome Back Travelers With New Rules, Protocols and Promises

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

Safely Restarting Aviation – ACI and IATA Joint Approach

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. 

Published by ACI and IATA

Aviation Operations during COVID-19 – Business Restart and Recovery

To help airports navigate this changing landscape, this publication is intended to be a living document with chapters added or amended as additional information becomes available and each chapter can be read as a standalone document.

Published on 06.23.2020 by ACI

WEBINAR: Going through changes: Airport restart and recovery during uncertain times

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.

COVID-19: The future of self-service is touchless

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

VIDEO: Travel Safely at LAX

From deep cleaning to touchless experiences at retailers and more, check out all the ways LAX is working to help passengers Travel Safely at LAX. 

Published 06.09.2020 by Los Angeles World Airports

How Airports Will Change After COVID-19

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

Air travel is bouncing back ... sort of

Air travel is nowhere near pre-pandemic levels. But it began bouncing back in May.

Published 06.01.2020 by CNN

Survey: US consumer sentiment during the coronavirus crisis

The next normal is beginning to emerge, and consumers indicate some of their behavioral changes may stick in the long term.

Published 05.29.2020 by McKinsey & Company

ACI World issues new guidance for airport industry restart and recovery

Airports Council International (ACI) World has today published comprehensive guidance for airports as they prepare to restart operations to assist them in sustaining a business recovery in the midst of the COVID-19 pandemic.

Published 05.27.2020 by ACI-World

Travel and Hospitality Companies Want Customers to See Them Cleaning

Travel and leisure companies planning and hoping for the return of business are working to make sure customers feel safe by amplifying their cleanliness.

Published 05.27.2020 by the Wall Street Journal

TSA prepared for summer travelers with updated security procedures

In response to COVID-19, procedure changes rolling out nationwide by mid-June.

Published 05.21.2020 by TSA

Las Vegas airport ads tout ‘doubling down’ on sanitizing

Signs of change with a gambling theme will greet Las Vegas tourists and employees when traveling ramps up following closures due to the coronavirus pandemic, McCarran International Airport officials said Wednesday.

Published 05.20.2020 by the Associated Press

Airlines for America Launches “Fly Healthy. Fly Smart.” Awareness Campaign

Today, Airlines for America (A4A) – the industry trade organization representing the leading U.S. airlines – announced the launch of a new public awareness campaign, “Fly Healthy. Fly Smart.” 

Published 05.20.2020 by Airlines for America

Contactless technology, building confidence and collaboration key to future of airports post-COVID-19

The FTE APEX Post-COVID-19 Airports virtual event saw nearly 1,000 people from 100 countries tune in to watch industry leaders discuss their passenger experience plans and visions for the future. 

Published 05.2020 by Future Travel Experience

The Path Forward: Travel & Tourism

The dramatic spread of COVID-19 has upended the hospitality industry. Hilton president and CEO Chris Nassetta joined Washington Post Live to discuss the coronavirus and its impact on the travel and tourism industry.

Published 05.19.2020 by the Washington Post

Two charts that show an uptick in U.S. air travel — but a long road back to anywhere near normal

In the first 14 days of the month, close to 2.5 million people passed through checkpoints at U.S. airports, according to the Transportation Security Administration. That’s up 63% from the same period in April. 

Published 05.15.2020 by CNBC

From cleaning robots to plastic barriers, what to expect the next time you’re at the airport

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

TSA working on plan to check temperatures at some American airports

The Transportation Security Administration is working to put in place a plan to check temperatures of passengers as they go through security at multiple American airports, a federal health official confirmed to CNN on Friday.

Published 05.15.2020 by CNN

Coronavirus News: Regular Updates on COVID-19’s Impact on the Airline Industry

Since three US airports began screening for the coronavirus in late January, APEX Media has been covering all coronavirus-related developments affecting the aviation industry. 

Published 05.20.2020 by APEX

What 6 Feet of Separation Looks Like as Businesses Reopen

Just how big is a 6-foot social-distancing buffer? Big enough that, as economic activity starts to resume, many public and business settings will have to adapt. See some examples of its reach.

Published 05.07.2020 by The Wall Street Journal

Airports Refine Guidelines Amid Prep for Passenger Return

Several US airports announce specific policies and procedures as they move into a recovery phase and prepare for the return of normal passenger activity.

Published 05.07.2020 by Airport Experience News (AXN)

TSA to require employees to wear masks at U.S. airport checkpoints

U.S. airport security officers will be required to wear masks in screening areas, and the agency is also likely to encourage passengers to wear face coverings during screening, but not mandate them.

Published 05.07.2020 by Reuters

Whitehouse Receives Guidelines for Travel in New Normal

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)

Pandemic Planning Resources

AAAE has been compiling resources for airports as developments occur related to the coronavirus.

Updated by the American Association of Airport Executives (AAAE)

The State of the Aviation Industry: Examining the Impact of the COVID-19 Pandemic

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

VIDEO: The Southwest Promise

The Southwest Promise is our commitment to ensure you experience benefits of around the clock cleaning and protocols and policies that help everyone maintain distance from check-in to deplaning, with the same Southwest Hospitality.

Published 05.01.2020 by Southwest Airlines

WEBINAR: Airport Challenges During the COVID-19 Crisis

Airports are facing unprecedented challenges during the ongoing COVID-19 crisis. ACI World will be providing weekly webinars to our valued members with important content related to the crisis.

Published Weekly by ACI-NA

Trend Surfacing and Prediction COVID-19 Report

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

Travelers Eager to Resume Travel, Survey Shows

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)

WEBINAR: Post-Pandemic Scenarios for Air Transport

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.

SURVEY RESULTS: Post-Pandemic Scenarios for Air Transport

Rohit Talwar - CEO – Fast Future and Future Travel Experience (FTE) examine post-pandemic scenarios for air transport in this presentation containing survey results about the future state of air transport.

Published 04.23.2020 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)

COVID-19: Leveraging airport employee experience in period of health crisis

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)

4 Ways to Focus Voice of Customer Programs During the Covid-19 Pandemic

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

Scientists and CEOS, Professors and Priests: Strategies from the Pandemic Frontlines

As part of Forbes' new special series, Coronavirus Frontlines, launched on April 2, 2020, Forbes enlisted over two dozen people, including medical doctors, virus researchers, epidemiologists and even chaplains to share their perspectives on what’s happening. 

Published 04.10.2020 by Forbes

Building CX Endurance in Times of COVID

COVID-19 is currently presenting the highest level of uncertainty among the global population. Losses in lives, jobs, businesses are increasing and the news contradict about how the situation will develop.

Published 04.09.2020 by Customer Think

COVID-19: The role of the airport operator in customer experience management

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)

Heroes and Zeroes: How Organizations are Treating Customers and Employees During the COVID-19 Pandemic

With unemployment predicted to reach 30% caused by a pandemic of truly biblical proportions, panicked human beings are drawn to their basic instincts of fight or flight instincts. Stand for what’s right or retreat to what is easy.

Published 04.07.2020 by Customer Think

Keeping a Customer-Centric Culture During Social Distancing

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers.

Published 04.07.2020 by Customer Think

Coronavirus is a once in a lifetime chance to reshape how we travel

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


COVID-19: How airports prepare for the worst and plan to get back to their best

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)

How the COVID-19 pandemic could change the end-to-end passenger experience forever

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

Coronavirus disease (COVID-19) advice for the public

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)

Four Phases Of The Coronavirus Pandemic

George Colony, Forrester CEO, provides insight into the four phases of the Coronavirus based on the knowledge obtained from observing other countries' experiences.

Published 03.30.2020 by Forrester

Airport Actions in Response to the COVID-19 Pandemic

As the COVID-19 pandemic continues, here’s what North America’s leading airports are doing to help ease the pain for concessionaires.

Published 03.24.2020 by Airport Experience News (AXN)

Information on the COVID-19 pandemic

ACI World has been working closely with the World Health Organization (WHO) and the International Civil Aviation Organization (ICAO) as the current pandemic of the Coronavirus Disease (COVID-19) continues to develop.

Updated regularly by ACI World

AMAC COVID-19 Information Hub

The Airport Minority Advisory Council continues to monitor industry news as it relates to COVID-19 in this collection of online resources. 

Updated by Airport Minority Advisory Council (AMAC)

Face Masks Required at More Airports in the US & Canada

In trying to keep people safe during the current COVID-19 pandemic, an increasing number of government entities around the country now require people to wear non-medical masks or face coverings when out in public.

Published 04.21.2020 by Harriet Baskas

Interim Guidance for Businesses and Employers Responding to Coronavirus Disease 2019 (COVID-19), May 2020

The Centers for Disease Control & Prevention offers guidance on how to: Plan, Prepare and Respond to Coronavirus Disease 2019.

Updated by the Centers for Disease Control and Prevention (CDC)

WEBINAR: Business as unusual: COVID-19 and airport business continuity

The potential for events to disrupt normal business operations at airports creates the need for robust business continuity management plans that help operators mitigate against, prepare for, respond to and recover from such “business as unusual” events.

Published by ACI World

Coronavirus: Key terms explained

As the new coronavirus spreads, words such as COVID-19, pandemic and social distancing have become part of daily vocabulary. But what exactly do they mean?

Published 04.01.2020 by The Economic Times

Customer Experience Vs. Customer Service Vs. Customer Care

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?