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COVID-19: The Role of the Airport Operator in Customer Experience Management

Aviation is now facing unprecedented challenges amid the global outbreak of the novel coronavirus. This is mainly due to travel restrictions that have limited the connectivity between countries and continents and as a result paralyzed entire economy sectors. It is a dramatically challenging time for airports to manage operations in a sustainable manner while securing the safety of customers, employees, and the public. Health and safety remains paramount for airports and, in times like this, airports have an opportunity to continually focus on customer experience and putting customers in the center of their business.

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