Maximising non-aeronautical revenues: Making the emotional connection

Abstract

For those personnel concentrating on non-aeronautical revenues, there is a very powerful reason to be very concerned with the emotional response that airports create: happy people spend more than unhappy people. This paper considers three areas: the connection between lower stress and higher spending; airport terminal ambience — the feel of the terminal building and who is responsible for the creation and maintenance of it; and finally, the human touch — how to keep the personal touch alive in an increasingly technical environment.