ANALYZING THE AIRPORT PASSENGER EXPERIENCE: THE CASE OF CAIRO INTERNATIONAL AIRPORT

This paper aims to analyze the key elements influencing the airport passenger experience at Cairo International Airport (CIA). The research confirmed that four main dimensions (the airport’s services and facilities, access procedures, environment and personnel) have a significant positive effect on passengers’ perception of the overall airport experience. The research proved that the airport’s services and facilities is the most influential dimension of the passenger experience. The results also revealed that socio-demographic variables have a significant influence on passengers’ impressions towards the overall airport experience. The paper confirmed that the airport customer care, airport ambiance, airport design, dining areas and staff efficiency are the primary elements of the passenger experience. Passengers’ ratings of CIA were found to be below average in the most influential areas of the airport experience. The research concluded a number of recommendations that aim to enhance the overall passenger experience at CIA.