ABSTRACT
This chapter considers the wide range of services and facilities that airports offer in order to meet the demands of their passengers, airlines and other users. Greater competition within the airline industry combined with the more commercially focused airport industry has meant that many airport operators have abandoned their one-size-fi ts-all approach and instead are differentiating their offer to meet the varying requirements of their diverse users. In addition there have been some major developments in the ways some key processes at airports are provided. This has been partly due to legal and regulatory changes, particularly in the area of security and border control, as the industry has had to adjust to new risks and threats to the business. It has also been a result of technological innovations that have been applied to security and border control and to other areas, most notably check-in. All of this is having major impacts on airport operations and management in areas including space allocation, effi ciency and the mix of aeronautical and non-aeronautical revenues. These issues are considered in this chapter; the effects on service quality and the passenger experience are discussed in Chapter 6 .
