Dallas Fort Worth Airport announces partnership to rebuild trust in air travel

Dallas Fort Worth International Airport (DFW) has announced a partnership with The Convergence Collective and the American Association of Airport Executives (AAAE) to introduce a new national customer data-driven model. The objective will help to benchmark, test and rebuild trust in air travel as the industry works toward recovering from COVID-19. 

This initiative will engage the North Texas community over the coming year to better understand their views on the future of  air travel. The goal is to gain customer insights that can enhance operational decisions to continue maintaining safety, create an enjoyable travel experience and cultivate trust while at Dallas Fort Worth Airport.

Dallas Fort Worth International Airport’s CEO, Sean Donohue, said: “At a critical time for aviation, this groundbreaking research initiative will accelerate our ability to restore confidence in air travel. We are proud to join forces with the AAAE and The Convergence Collective to validate customer preferences that could help our industry advance the customer experience.”

The initiative utilises a proprietary platform – developed by The Convergence Collective and Quartr – to evaluate trust, which can be leveraged in making real-time operational and communications decisions. COVID-19 has made most data about consumers and stakeholders obsolete as a result of attitudes and behaviours having changed so dramatically. 

Todd Hauptli, President and CEO of the American Association of Airport Executives, said: “We applaud DFW Airport’s leadership on this initiative. This is a pioneering step to inform airport decision-making and priorities and ensure that travellers have trust and confidence in our country’s airports. We look forward to expanding the success of this programme at other airports across the country, which will further the benefits of customer data insights and improve the consistency and cost effectiveness of approaches that instill confidence in the air travel experience.”