1. Who is my customer?

2. Possibilities include a. Airlines b. Passengers c. Other stakeholders d. Regulatory authorities e. Stockholders/municipalities f. All of the above?

3. According to the American Heritage Dictionary, a cus-tom-er is: 1.One that buys goods or services a. Airlines b. Passengers c. Other stakeholders d. Regulatory authorities e. Stockholders/municipalities f. All of the above? 2. An individual with whom one must deal a. Airlines b. Passengers c. Other stakeholders d. Regulatory authorities e. Stockholders/municipalities f. All of the above Is f. the right answer?

4. Airlines as customers Which business model? Dominant carrier? What investments are required? What partnerships can be developed? What is the risk? What new facilities and offers will accompany a new carrier?

5. Passengers as Customers What kind of passengers? What do they expect of an airport? Do they view the airport as a supplier? Are they in a position to choose? What offers will maximize revenue? Will additional carriers/routes justify investment?

6. Other Stakeholders as Customers What demands will they have? Are their products consistent with the airport’s offer? Are they offering value to the airport constituents? How integrated are they with the overall need?

7. Regulatory Authorities as Customers Does a partnership exist? Are the demands of the authority adequately funded? Is my organization able to meet the changing needs and requirements? How integrated are the services amongst all parties?

8. Stockholders/municipalities as Customers Are expectations on both sides realistic? How important is profit? Is there a partnership? What ancillary concerns (environmental, traffic, etc) are vital to these entities How is growth or development constrained—or encouraged.

9. What is our new Customer profile?