The Airport World

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What's Inside?

  • 7 Bundles covering the full airport journey
  • Bundle Length: 15-60 minutes 
  • Engaging modules that explore real-world travel scenarios
  • Module Length: 15 minutes
  • Insights into passenger behaviors, needs, and challenges
  • Key takeaways to better understand and support travelers
Welcome to
The Airport World
The Airport World unit takes you inside the passenger experience, helping you understand their mindset, challenges, and expectations at every stage to enhance the way you approach airport interactions.

Stages of the
Customer Journey

Accreditation Criteria:

1. Complete the two introduction modules and take the self-assessment for each module.
2. Complete seven out of seven bundle and take the self-assessment for each bundle.

STEP ONE: Complete the two (2) introduction modules

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Start Your Journey Here!

Watch this short introductory video to help you understand the Airport World unit. 

Get Set for Success: Must-Knows in the Airport World

Pre-course module to understand the importance of comfort in the travel experience via the Comfort Centric Framework.
  • 10 Minutes 
  • Required*

Introduction to the Passenger Experience

Pre-course module to understand to go above and beyond your role in the airport world.

  • 10 Minutes
  • Required*

STEP TWO: Complete the customer journey from start to end

1. Trip Planning

The journey begins before they even reach the airport. From packing to flight arrangements, their early decisions shape their experience and expectations.

2. Outbound: Terminal to Gate

After check-in, passengers must get through security and find their gate. For some, this is routine. For others, it’s stressful and overwhelming.

3. Arrival at Destination

Landing is just the beginning. Navigating the airport, collecting bags, and reaching their next destination all shape their arrival experience.

4. Connecting Flight

Layovers can be smooth or stressful. The time between flights, airport layout, and delays impact their experience.

5. Return Trip Planning

Layovers can be smooth or stressful. The time between flights, airport layout, and delays impact their experience.

6. Inbound: Terminal to Gate

Passengers go through familiar airport steps again, but their priorities and emotions have shifted.

7. Arrival to Home


The final steps of travel bring closure, but also new challenges as passengers transition back to daily life.