Cranfield to improve customer experience at Norwegian airports

20 June 2018 (Last Updated June 20th, 2018 12:40)

Cranfield University’s Centre for Air Transport Management has secured an NKr2m ($244,810) in funding from the Research Council of Norway to offer passengers’ insights to help improve the customer experience at airports in Norway.

Cranfield to improve customer experience at Norwegian airports
Cranfield to improve the customer experience at Norwegian airports. Credit:© Cranfield University.

Cranfield University’s Centre for Air Transport Management has secured an NKr2m ($244,810) in funding from the Research Council of Norway to offer passengers’ insights to help improve the customer experience at airports in Norway.

Headed by Kristiania University College in collaboration with Cranfield University, Molde University College and Avinor, the project group will receive a total of Nkr7m ($854,630).

Focusing on evaluating the impact of digital technologies on the passenger journey, the team will also concentrate on enhancing the efficiency and effectiveness of the Norwegian airport systems.

“The application of digital technologies into aviation is a major focus for the global aviation agenda.”

Additionally, the team will combine different modes of surface transport to evaluate the door-to-door passenger journey and highlight their needs and so-called ‘pain points’.

Considering the costs and benefits of technology deployment, the project will devise decision-making processes and digital solutions to ensure resilient airport systems.

Ultimately, it will identify regulatory and ethical issues and promote the ethical implementation of digital aviation technology.

Cranfield Transport Systems director Graham Braithwaite said: “This is great news for the Centre for Air Transport Management. Cranfield is internationally recognised for aviation teaching and research; it is absolutely at the heart of what we do as an institution. The application of digital technologies into aviation is a major focus for the global aviation agenda.”

The Cranfield team will also work to develop measurements of digital capabilities, creating passenger surveys and focus groups and analysing the value of technology implementation to improve the wellbeing of passengers.

Cranfield Centre for Air Transport Management head Keith Mason said: “This award will reinforce the University’s ties with overseas universities and large industrial leaders in the airport industry. Working in partnership with Avinor is a good example of the international businesses that Cranfield regularly collaborate with.”