Passenger Experience Platform: Elevate experiences, unlock opportunities
Put passengers at ease
Flight information, wayfinding, airport processes, assistance, PRM support, and FAQs: Provide information in one platform, accessible throughout the airport.
Unlock commercial opportunities
Provide passengers personal terminal itineraries and store vouchers through the physical kiosks or mobile platform. This help them make the most of their dwell time.
Uncover needs and optimise
The intuitive interface ensures adoption and use. Use the platform’s data to find service gaps and continue to improve operations.
Scalable and dedicated passenger service
Passengers with unanswered questions, passengers who can’t find their gate, frequent travellers looking for a business class lounge that’s nowhere to be found. These are examples where the Passenger Experience Platform can help.
Did you know that a 1% increase in passenger satisfaction generates an average 1.5% growth in non-aeronautical revenue, according to an ACI survey?
The Passenger Experience Platform allows airports to implement an on demand customer support model which increases the CSAT score and also drives revenue. It’s modular, scalable and can be configured to your requirements.
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Focused but versatile
Increasing CSAT, optimising passenger dwell time, improving on time performance, just some buzzwords that the platform helps take care of.
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Can it do……
Whether it’s offering FAQ’s, points of interest, vouchers or flight search, the platform can do it.
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The platform at Schiphol
The platform has already helped over two million passengers find the answers they were looking for.
The Self-Service Units are a central point in our service strategy, to ensure travellers get the relevant information in a fast and friendly way. This is part of Schiphol’s goal to offer its travellers a seamless journey and peace of mind during their travel through Amsterdam Airport Schiphol.
The Self-Service Unit allows us to assist all travellers at the airport, regardless of who they are or which questions they have. We provide immediate answers and personal service when needed. It’s the reason the travellers rate the Self Service Unit so highly.
Why choose Schiphol?
Our data shows that over 90% of passenger questions are straightforward and, when providing the right channel and user interface, these can be answered without any human intervention. Once passengers feel in control they engage with the platform to make the most of their time.
Developed by airport UX professionals
The Passenger Experience Platform is a product of years of research and concepting by our in-house User Experience Design teams.
Proven software and hardware
The platform has proven itself over the years and interfaces with many airport systems. The physical Self-Service Unit is built to be eye-catching and is durable.
From airport to airport
Since it’s purpose built by an airport, and used by airports, improvements and new features become immediately available for everyone.