Abstract
This chapter explores the concept of the airport experience. It starts with an introduction to the evolution of ideas in this area. This describes how airports have started to move away from just applying a level of service (LoS) standard and service quality approach to the concept of airport experience in order to enhance overall service performance and passenger satisfaction. Then definitions and the different dimensions of airport experience are discussed. This also debates how the airport experience is currently being examined and identifies its key drivers, both from the demand and supply side. The chapter ends by suggesting ways that airports can be effectively managed to fully take into account the passenger experience concept.
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