This project has received funding from the European Union’s Horizon 2020 research and innovation programme under grant agreement No. 636308.

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Dr Genovefa Kefalidou is a Human Factors expert with the University of Nottingham. She is currently interviewing passengers to gain important insights into their air travel experiences. This data will direct the future research PASSME partners will undertake to improve passenger’s airport experiences.

If you would like to get involved in this research, email Genovefa at: or Tweet to @GKefalidou. Don’t be shy and let us know about your passenger experience.


Why do we need to collect data from passengers?

For the PASSME model to be a success, it is absolutely essential to figure out two critical things: what services are currently being provided to passengers at the airport and what would improve the overall travel experience for passengers. A passenger’s needs vary greatly from person to person in terms of the information, facilities and interactions that they need in the airport. Similarly airports across Europe vary greatly in terms of their operations, services and facilities.


Data Collection: Contextmapp and Interviews

As part of Work Package 1, we have been collecting this essential information from passengers. We began by inviting all project partners to provide us with data from their European air travel experiences. We developed a series of questions using an existing Playstore app, Contextmapp.


Contextmapp Mobile Diary Survey


It is a mobile diary survey app which allows passengers to capture their travel experiences through a series of pre-arranged questions. The application is interactive as it allows passengers to upload photographs from their journeys, to record audio messages explaining their journey in words or simply writing text. 10 passengers (including project partners and associates) completed the initial trial of the Contextmapp journey, answering questions from ‘What time did you arrive in the airport?’ to ‘How are you feeling after passing through security?’ While the data covered every step in the passenger’s journey, there were a number of challenges capturing passenger’s data on-the-go.

  • The data was extremely specific and does not give a broad picture of the passenger’s experience (e.g. certain context characteristics) – this is an common issue with survey-based methods.
  • To complete the mobile diary survey, a strong Wi-Fi connection was needed, something which many airports do not have available currently.

A newer version of Contextmapp will also be explored and tested. We are continuing to collect passenger information to gain the best insight we possibly can into what makes an airport experience good, or in some cases bad.


One-to-One Interviews

As passenger could only respond to fixed questions when using Contextmapp, a series of passenger phone interviews were run by the University of Nottingham. The interviews were semi-structured to ensure passengers were asked standardised questions while allowing for flexibility in discussing passenger-specific experiences and issues. This data was then added to the information which was gathered from Contextmapp and co-analysed.


PASSME Passenger Psychological Model

The University of Nottingham is currently working on a deliverable document which is focused on developing a passenger psychological model based on the data collected and from currently available literature. This document will be shared with the European Commission following its completion. The psychological model will look at passenger behaviour exclusively, including their cognitive, affective, arousal (including physiological) status. While this model is connected to the overall PASSME model, it is entirely passenger-centric in its make-up.

This will be used to guide other partners in the work that they do in the coming years of PASSME. Specifically, the Institute of Communications and Computer Systems (ICCS) may use technologies to assess different emotional measurements based on the passenger model we are developing.

It is an exciting stage in PASSME as we discover exciting trends about passenger travel in Europe. It is a great feeling to know the work we do in the coming three years will improve this experience for many people.


Interview Data Model





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