ACI Facilitation and Airport IT Publications

ACI Passenger Personas: A new approach to passenger profiling   

ACI ASQ team has launched an innovative guide, ACI Passenger Personas: A new approach to passenger profiling. This publication aims to support airports in developing a deeper understanding of the needs of the traveler.

A persona is a semi fictional way to model, summarize and communicate research undertaken on airport passengers. ACI Passenger Personas presents six key personas based on Airports Service Quality (ASQ) 2015 passenger data gathered from over 550,000 travelers and 300 airports worldwide. The six passenger personas represent key profile groups that allow airports to strategically create different customer experiences to meet the needs of different passenger types. The research methodology behind the guide represent a significant advance on the traditional approach to passenger profiling, creating in-depth portraits that evolve to reflect passenger behavior.

The ACI Passenger Personas: A new approach to passenger profiling is free for all ASQ member airports. To find out more, please click here.
ACI Passenger Personas main benefits:
  • Provides a new benchmarking tools;
  • supports the design of a satisfying and memorable passenger experience that can more comprehensively target customer’s needs;
  • provides a consistent understanding of the airport’s core audience groups; and,
  • guides airport management in their assessment of customer service provisions.
ASQ member airports: Free  /  ACI members: US$500  /  Non-members: US$1,000
For more information on how to become an ASQ member airport, please click here.
To purchase this product, please fill out the ACI publications form and email it to
For more information about this ACI product or others, please phone +1-514-373-1243 or email