FN ISI Export Format VR 1.0 PT J TI Dwell Time at Unique Airport Zurich AF Gregori, Gian AU Gregori, G AB In the future, airlines will concentrate their international flights in Europe to a few selected airports. Airports, which supply an adequate capacity and the best offers, will attract the airlines. Short transfer times, punctuality, attractive environment and low fees are essential. To stay competitive, airports need to be progressive and generate revenue, which is not directly connected to aviation. Therefore, airports are changing more and more towards becoming multifunctional centres – airport cities – with a wide range of products and services. However, to increase land- and airside non-aviation revenues, Unique has to understand the needs and wants of its customer segments. With appropriate and attractive products and services for flying and non-flying customers, dwell time could be lengthened. The dwell time is in correlation with the spending behaviour. It is the time in which customers can shop and consume. Other terms such as new technologies – e-tickets, e-check, etc. – and increased security requirements since 9/11 are influencing the dwell time as well. The target of this diploma thesis is to present ways in which to lengthen the dwell time and as a result to increase customer spending at the Zurich airport. ER