In recent years, customer service in the airport has become a necessity rather than an accessory and the industry as a whole is striving more and more to improve the passenger journey from check-in to lift-off and not just in the air!
The airport’s main function when it comes to customers is to facilitate the safe and secure journey prior to flight through the check-in process as well as security procedures. BUT! It has become significant to airport performance and income to drive the customer experience. Ongoing customer service surveys have helped to highlight the downfalls and address the challenges airport teams face and some have even created Customer Service Committees/Associations to partner with other stakeholders internally and externally to really make a difference.
Benefits to driving passenger experience…
A combination of the above will no doubt lead to an increase in overall asset value and commercial profitability of the airport – so what initiatives can we implement to ensure we are really striving to exceed passenger expectations?
The enhanced awareness of the customer and their needs has really shaken up the way airports go about their day to day operation. The increased service and need to exceed passenger expectations has no doubt had a positive effect on numbers; number of flights, passengers and most importantly, income!
It’s not just about the journey in the air… the ground is where the real experience starts!
Alex Rowbottom, Divisional Head of Destination Management, Foundation Recruitment