Airports, Airlines and Customers

Paper Summary:

This paper reviews the ways in which airports and airlines across America are trying to target and accommodate customers in the aftermath of the industry's near-collapse after 9/11. The paper particularly looks at how airports are trying to assuage security concerns while simultaneously offering new services to busy professionals. The writer also touches upon how airports are attempting to link their facilities to the buying predilections of certain segments of the population. Additionally, the paper reviews the determined efforts of the airline industry itself to offer more "bang for the buck" while doing what it can to reassure customers that their flight experience will not be troubled by concerns centering around whether or not their luggage will arrive with them at their destination.

From the Paper:

"Busy commuters, security "freaks," and consumers interested in easy access to niche providers are only a few of the customer demographic groups that stir the interest of airport management. Another group, frequently overlooked, is the airport user who is a compulsive shopper. Naturally enough, these sorts of individuals are a key demographic inasmuch as airports are wholly aware that items purchased on their premises mean money in pocket at the end of the fiscal year. Of course, logic dictates that airport marketing professionals are well-acquainted with certain groups - it could be young women, affluent elderly couples, or businesspeople with a penchant for impulsive buying - that like to buy items (and specific types of items) at the airport rather than elsewhere at a store. The problem, or so it would seem, is that knowing individuals (and which kinds) who want to buy at the airport does not necessarily translate into providing the sort of technology or services that can facilitate their purchasing decisions and activities. Consequently, the airport truly desirous of deriving profit from waiting families or individuals must renovate its inner structure and give people ready access to such technology."

Sample of Sources Used:

• Boehmer, Jay. (2006, April 3). CO, NW offer buyers tracking of flight delays, mishandled bags. Business Travel News, 23(6): 1-28.
• Cervini, Lisa. (2005, October 10). Zoom 'robotic' stores zoom forward. This Week in Consumer Electronics, 20(21): 25.
• Chang, Angela. (2006, December 5). Connected traveler holiday. PC Magazine, 25(22): 26.
• Delta to offer HBO content(in-flight entertainment )(Brief article)." Airline Industry Information (Feb 20, 2007): NA. Retrieved March 19, 2007, from InfoTrac OneFile (Thomson Gale) <http://find.galegroup.com/ips/infomark.do?&contentSet=IAC-Documents&type=retrieve&tabID=T003&prodId=IPS&docId=A159548985&source=gale&srcprod=ITOF&userGroupName=santam_main&version=1.0>.
• Network 2007. (2006, May). Airline Business, 22(5): 71.

More papers on Airports, Airlines and Customers:

• Case Study # 53045 : "Delta Airlines and Financial and Marketing Goals"
• Analytical Essay # 132516 : "Airports and Airlines Target Clients in a Changing World"
• Case Study # 135022 : "Virgin Blue Airlines"

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