Understanding customer expectation and their role in transport and mobility

Challenge/Domain
Challenge: 
Meeting Societal and Market Needs
Domain category: 
Policy
Enabler
Enabler: 
Understanding customer expectation and their role in transport and mobility
Cluster of enablers: 
Creating the Basics
Capability
R&I needs: 
Define required policies to assist application and monitoring of customer-centred principle
Achievements
2020: 
Airports and Airlines offer specific services tailored to cultural and demographical needs (reference situation for the future). Passenger satisfaction survey done for the total door to door experience, and first measurement of passenger satisfaction. Relation between European citizen air travel affordability inside Europe and passenger/kilometre average cost inside Europe (reference 2010) analyzed
2035: 
Improvement measurement of Airports and Airlines specific services tailored to cultural and demographical needs (reference 2020) Passenger satisfaction survey updated for the total door to door experience, and measurement of the improvement of passenger satisfaction (reference 2020) Consistency between European citizen air travel affordability inside Europe and passenger/kilometre average cost inside Europe
2050: 
Improvement measurement of Airports and Airlines specific services tailored to cultural and demographical needs (reference 2023) Passenger satisfaction survey updated for the total door to door experience, and measurement of the improvement of passenger satisfaction (reference 2035) Consistency between European citizen air travel affordability inside Europe and passenger/kilometre average cost inside Europe (reference 2035)

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