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Passenger Journey

The Role of Airports Quality of Service (QoS) Framework in the Passenger Journey

The diagrams below illustrates the passenger journey at the airport and the service quality elements involved at each stage under the Airports QoS Framework.

Passenger Journey: Departures (Infographic)
Passenger Journey: Arrivals (Infographic)

For more information on the 4 Service Quality Categories and 28 Service Quality Elements under the Framework, visit the Introduction page.

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