Study: Passenger Experience at Santiago International Airport
Beyond the Current Context
At the end of 2024, we conducted a study focused on the passenger experience at the Arturo Merino BenÃtez International Airport in Santiago. Developed by the Experiences team at Ki Technologies, this analysis allowed us to identify both strengths and areas for improvement, generating key insights that can guide future transformations and help position the airport as a benchmark for quality and efficiency in the region.
Study Objectives
In this context, we aimed to approach the study with a broad perspective, analyzing the current state of Santiago International Airport amidst its modernization process and how these changes are being received by the public. Our objective was to capture a comprehensive view of the passenger experience, identifying strengths and areas for improvement, while generating relevant insights to inspire future transformations.
Understand the passenger experience at the airport:
We aimed to analyze how passengers perceive the services and infrastructure of Santiago International Airport, focusing on the key factors influencing their satisfaction and overall perception, particularly in the context of recent changes.
Identify opportunities to improve service:
We sought to uncover challenges and critical moments that cause frustration or dissatisfaction, paying special attention to the impact of new technologies on the user experience and how they are received.
Evaluate perceptions of new technologies:
We wanted to explore how passengers experience and value the use of kiosks and other automated systems, considering aspects such as accessibility, ease of use, and their contribution to process efficiency.
Generate ideas based on real experiences:
Our qualitative approach enabled us to provide meaningful findings, identify patterns, and discover opportunities to optimize the passenger experience, contributing valuable insights to the conversation on airport experiences in the Latin American context.
We invite you to explore the study!
You can download the full study here: Passenger Experience at Santiago International Airport
Ki Technologies Experiences Team