Project: Understanding airport passenger experience

Reference: AV040838

Last update: 16/04/2010 15:57:29


This research was commissioned by the Department for Transport (DfT) to explore the experiences of passengers using UK airports. The objectives were to:
. Understand the key factors that affect airport experience in terms of the end‐to‐end journey;
. Compare experiences across passenger types; and
. Highlight passengers' priorities for improvement.


Qualitative research to understand what influences airport passenger experience. The report also outlines what respondents feel are the priorities for airport improvement. The report forms part of the evidence base used in the development of proposals to reform the economic regulation of airports.


Independent Social Research Ltd
101 HIGH ROAD, London, UK, N2 8AG

Contract details

Cost to the Department: £65,931.00

Actual start date: 07 November 2008

Actual completion date: 09 March 2009


Understanding airport passenger experience
Author: Independent Social Research
Publication date: 09/03/2009
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