Case Studies: Airport/Traveler

Customer Journey Mapping and Research for Albuquerque International Sunport

Albuquerque International Sunport (ABQ) set a goal to optimize its customer experiences in its concession, airport parking, and third-party transportation (especially Uber/Lyft) offerings. Prior to making improvements, ABQ and its advisor WJ Advisors LLC, took an important strategic decision to first enhance their understanding of customers needs and expectations, and hired Gold Research to aid in this research effort.

ABQ desired to collect insights from its customers about their experiences with ABQ concessions, airport parking and third-party transportation were still fresh in their minds. This entailed accurately capturing customer experiences “in real-time” at different flight times, concourses, concession, parking, and pick-up/drop-off locations throughout the airport.

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