Two airports to write on

Heathrow airport & Schiphol Airport

  1.    Airport service quality and passenger experience

Activity – AI, Robotics and Service automation

  • List the main examples of service automation and robot adoption which have been adopted in airports
  • Research airports where these have been adopted
  • Considering other sectors (such as production, hotels, restaurants etc) are there any examples of these processes you feel would benefit airports?
  • What do you think the impact on service quality and the passenger experiencehas been / would be?
  • Which factors would you need to take into account when considering the perception of service quality?
  1. Terminal buildings

Choose 1 terminal building

For Heathrow Terminal 5

For Hartfield writers Choice.

  • Undertake background research and analyse the design, functionality and service quality of the terminal, using the following as guidance:
  • Design and layout of the terminal overall and terminal concepts.
    • Why is it designed in this way? Should it be designed in this way?
  • Cost implications – capital and operating?
  • Is it centralised or decentralised? Pros and cons?
  • Who are the airline customers / business model(s) and how may these have impacted on the design of the terminal?
  • Use of technology in the terminal
  • Focus areas for non-aeronautical revenue
  • Overall ‘service quality’
  • Is the terminal ‘functional’
  • Are there any ‘wow’ (or big order winners) factors which may give the terminal / airport a competitive edge?