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Challenges and opportunities to improve customer experience for existing airport assets: Case study of Amsterdam Airport Schiphol T1 refurbishment
Journal of Airport Management,
16
(1),
25-34
(2021)
Abstract
Airports are faced with changing requirements for their existing airport assets and are under significant budget, sustainability and customer expectation pressures. This paper shares insights from Schiphol Amsterdam Airport and its consultant Benthem Crouwel NACO (BCN/NACO) on the redevelopment of Terminal 1 as a case study on meeting changing requirements in the aviation sector by smart use of existing infrastructure, retaining buy in from the wider airport organisation and stakeholders and meeting the new standards in sustainability and customer experience.
Keywords: Smart airports; customer experience; sustainability; cost efficiency; flexibility; constructability
The full article is available to subscribers to the journal.
Author's Biography
Joeri Aulman is an airport planner and project manager for NACO, the aviation planning and design company of the Royal HaskoningDHV Group, a Dutch consultancy group with expertise in aviation, ports, water, urban and transport planning, design and engineering. NACO was GRI’s appointed consultant for the Global Reporting Initiative (GRI) development of the Airport Operators’ Sector Supplement (AOSS) in cooperation with the multi-stakeholder airport working group. Joeri has a Masters of Architecture from Delft University and has spent over a decade in developing economies working on aviation and urban infrastructure projects for private clients, helping them with the sustainable performance of their assets.
Michiel Van Goor is Project Director in Royal Schiphol Group’s project organisation and currently responsible for the Redevelopment Program of Terminal 1. Michiel has a Master of Science from Delft University of Technology and has successfully contributed to major airport projects and programmes at both Brisbane and Amsterdam for the Royal Schiphol Group.
Gerard Van Der Veer is a Director at Netherlands Airport Consultants (NACO). Gerard has architectural expertise, primarily in airport design and functional analysis, and specialises in airport passenger simulations and wayfinding. Gerard has worked at NACO for over 20 years, from starting as a member of the design team creating a wayfinding system for the Hong Kong International Airport and its rail connection, to holding the role of Director of Airport and Planning for every project that the company has been involved in at Amsterdam Airport Schiphol.
