TOPICS, IDEAS AND PEOPLE ON THE FRONTLINE

摘要

High added-value customer experience and now indispensable best anti-virus practices come together in a growing trend to reduce moments of physical contact with people and things during the travel experience. COVID-19 has accelerated progress toward touchJess trauel experiences, with new technoiogies and the redesign of all touchpoints (check-in, baggage handling, but also airport boutiques and food service establishments, among others) which focus on the use of smartphones for identification, shopping, and payment. As underscored in ACI World's Airport Economics 2020 Report, the route to a possible recouery in the industry after the COVID-induced slump passes by wag of the ability to "make passengers feel safe and trustful throughout the travel process".