Making Passengers Feel Safe Again: The Touchless Airport Experience

November 2, 2020

Geoffrey Ax, Principal and leader of Populous’ Americas Aviation Market, has been focused on elevating the passenger journey for over 20 years. However, the passenger journey looks much different than it did a year ago. To meet the ever-evolving needs of flyers in the age of COVID-19 and beyond, airports must make impactful change now to maximize passenger health and safety along with confidence and enjoyment.

When Populous commissioned a proprietary Qualtrics survey that collected data on American passengers’ perceptions and worries, it became clear that flyers were concerned with the myriad of touchpoints within the airport and the perceived risk of being exposed to COVID-19. This data helped shape touchpoint design solutions that aim to ease travelers’ anxieties and guide the aviation industry along the road to recovery. These innovations put the power in the hands of the passenger.

“The more control the passenger has over their experience ultimately impacts the trust and confidence they will have in traveling through the airport,” says Ax.

In the latest issue, Ax shares with Airport Business how airports can implement these design solutions with minimal expense. Read the full story here.

To learn more about how Populous is improving the passenger experience, visit our website or contact Geoffrey Ax.


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