The aviation industry has certainly felt the hit of COVID-19 – turning the green numbers into red in a matter of weeks or even days. With that said, this pandemic also reminds us of moments in history like 9/11, SARS, or financial recessions, when aviation took a hard hit, but returned from crisis and recovered […]
Ville Levaniemi, HappyOrNot’s co-founder and executive vice president of new business tells us more about the potential benefits of using customer service feedback technology at airports. A small-town in the Nordics may not seem like the most obvious inspiration point for a burgeoning technology start-up, but it certainly helped shape ours. My co-founder, Heikki, was a […]
Ambient scenting is one of the newest initiatives being embraced by airports as they look to enhance the passenger experience, writes Prolitec’s Roger Bensinger. Clearly airports are succeeding in finding ways to enhance their customers’ experience as passenger satisfaction levels are growing globally and are at a record high in Canada and the US, according […]
Society needs to pull together to deliver a world class service to travellers with reduced mobility, writes OmniServ’s head of innovation and regulatory compliance, Samantha Saunders. The number of people with disabilities travelling by air is increasing faster than the overall growth in air travel. In the UK, for example, while passenger traffic through its […]
What are the prerequisites to delivering exceptional customer experience along all touchpoints of the passenger journey? Redwater Consulting Group’s management consultant, Kateryna Hess, investigates. Customer experience (CX) has become a buzz word in today’s service industries from telecommunications, financial institutions and travel organisations to infrastructure providers. Consumers have become more connected and well informed about prices and […]
The human touch can make the difference for airports in today’s highly competitive digital age, writes Exambela Consulting’s David Feldman. The true impact of the digital revolution on the airport business is only now starting to become apparent. Digitising and automating a wide range of airport processes makes life smoother and faster for the passenger […]
New passenger processing technology will play a key role in raising customer satisfaction levels at airports, writes SITA’s president for air travel solutions, Matthys Serfontein. With IATA predicting that airlines will carry 8.2 billion passengers by 2037, just about double today’s numbers, the pressure really is on airports to enhance their capacity to enable them […]
Faik Fahmi, president director of Indonesian airport operator, Angkasa Pura 1, explains why customer service excellence is a priority at Bali’s Ngurah Rai International Airport. Why do you take the provision of good customer service so seriously? Because Ngurah Rai International Airport is the first and last impressions most people have of Bali, and we […]
ACI World’s Valerie St James and Sevda Fevzi consider how the Airport Service Quality (ASQ) Arrivals Survey can help airports create the best customer experience for their passengers. Are departing passengers more satisfied with an airport’s services than arriving passengers, or vice versa? Are there any specific groups of passengers particularly influenced or less satisfied […]
Collins Aerospace’s Tony Chapman explains how new technology will help airports meet growing passenger expectations and boost their bottom lines. High-end boutiques, five-star restaurants, cinemas, golf courses, even indoor parks and waterfalls … no longer the sole domain of luxury destinations, these are just a few of the amenities you’ll find in modern airports around the world. […]
Nova was the videoly that we all wanted to read in the Sixties because every issue brought something new and relevant to our lives: extraordinary fashion by Molly Parkin; innovative layouts and photographs by Harri Peccinotti; articles about the Pill and our new sexual freedom and a different take on beauty, fashion and celebrity - for one incredibly complicated story, we revamped the Queen. Our editor, Dennis Hackett, always thought outside the box a
