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CUSTOMER SERVICE

Tokyo Narita deploys new customer feedback technology

Customer feedback provider, HappyOrNot, has installed its smiley push button machines at Tokyo’s Narita International Airport ahead of the city hosting the Summer Olympics. Using HappyOrNot’s Smiley Terminal push-button type terminals, Narita International Airport (NRT) will collect substantial amounts of customer feedback, enabling it to monitor their passenger’s security experience at 23 checkpoints across the […]

Slovenia’s Ljubljana Airport unveils new showpiece terminal

Ljubljana Airport today inaugurated its new 10,000sqm passenger terminal, although the Slovenian gateway’s key new asset won’t officially open to passengers until July 1. Operator Fraport Slovenija, a subsidiary of global airport operator Fraport AG, has invested some €21 million in the ultra-modern terminal, which will ensure that Ljubljana Airport is equipped to meet future […]

Star Alliance airlines step up biometric identity programmes

Frequent flyers on Star Alliance member airlines will soon be able to use their biometric identity across any participating airline at any participating airport following a new agreement between the world’s largest airline alliance, NEC Corporation and SITA. The agreement announced today is aimed at accelerating the availability of biometric self-service touchpoints across Star Alliance’s […]

Leading by example

Airport World gets the latest news and reaction to ACI’s 2020 Airport Service Quality (ASQ) customer experience awards. It might have been easy for the world’s airports to let their usual high customer service standards drop in 2020 as the coronavirus pandemic significantly reduced their passenger numbers, but ACI’s Airport Service Quality (ASQ) survey proved […]

Incheon takes Airport Customer Experience Accreditation to a new level

Incheon International Airport, arguably the Airport Service Quality (ASQ) king of recent years, has become the first gateway to achieve a new Level 4 status in ACI’s Airport Customer Experience Accreditation programme. Since ACI launched the world’s first Airport Customer Experience Accreditation programme in 2019, 45 airports around the world joined the programme to improve […]

Dubai International becomes world’s first ‘smart reading airport’

Passengers passing through Dubai International Airport (DXB) now have free access to Magzter’s collection of more than 7,000 leading magazines, newspapers, journals and comics, arguably making it the world’s first ‘smart reading airport’. A fully contactless and paperless digital experience – using geo-fencing satellite technology – the Magzter partnership enables visitors to download the latest […]

ACI World recognises the customer service commitment of airports

ACI World has today revealed those airports that have continued to prioritise listening and engaging with customers during the COVID-19 pandemic. ‘The Voice of the Customer’ recognition is for airports which demonstrated significant efforts in gathering passenger feedback through the Airport Service Quality (ASQ) programme to help them better understand their customers during the pandemic. […]

Madrid Barajas is Europe’s most passenger friendly capital city airport

According to booking platform Omio, Madrid Barajas is Europe’s most “passenger friendly” capital city airport based on a study of 30 gateways across the continent. The study ranked Madrid Barajas (MAD) top for its level of comfort and passenger-friendliness after assessing each individual airport’s facilities that included shops, restaurants and other F&B outlets. Omio states […]

LaGuardia Terminal B unveils impressive new water feature

It’s not all doom and gloom out there as LaGuardia Gateway Partners (LGP) has announced the opening of the eagerly awaited state-of-the-art water feature in the brand new Arrivals and Departures Hall at LaGuardia Airport’s Terminal B. LGP is the private entity managing and redeveloping the new terminal. The Arrivals and Departures Hall opened earlier […]

Houston’s airports to buy nearly $3 million worth of new artworks

Houston Airports is looking to purchase $3 million in new art for George Bush Intercontinental (IAH) and William P. Hobby (HOU) Airports. The airport operator already boasts one of Texas’ largest public art collections and its decision to boost its collection, in co-ordination with the Mayor’s Office of Cultural Affairs (MOCA), will be welcomed by […]

Top of the pops

Asia-Pacific airports once again lead the way in ACI’s 2019 Airport Service Quality (ASQ) customer excellence awards, writes Joe Bates. The rising customer service standards at airports across the globe was reflected by the 140 awards given to 84 different gateways in the 2019 Airport Service Quality (ASQ) customer excellence programme. Asia-Pacific airports continue to […]

Quarantine busting COVID-19 tests available at Vienna Airport

Vienna Airport (VIE) has begun offering COVID-19 tests to passengers as part of a series of initiatives designed to make it safer and easier to visit the Austrian capital. Passengers and employees are already required to wear protective face masks throughout the entire terminal area, which remains open to handle scheduled flights between Vienna and […]

Canberra Airport introduces temperature scanning equipment

Canberra Airport has become the first major Australian airport to introduce body temperature scanning at security as an additional safety measure against COVID-19. The initiative, according to head of aviation, Michael Thomson, shows that Canberra Airport is open for business and a safe and secure place for passengers to use. “Passengers departing Canberra arrive at […]

Fly easier

Rich Stinson tells us more about San Antonio International Airport’s multi-layered approach to customer service and how it is using technology to enhance the visitor experience. Like many airports throughout the world, San Antonio International Airport (SAT) wanted to provide a sense of place for passengers when travelling to or from San Antonio. To accomplish […]

BLOG: Healthy airports: What terminals will look like post-pandemic

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 […]

HAPPY OR NOT?

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 […]

AROMA THERAPY

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 […]

THE GLOBAL CHALLENGE

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 […]

ARE YOU BEING SERVED?

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 […]

POWER TO THE PEOPLE

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 […]

QUICK AND EASY

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 […]

ALWAYS IMPROVING

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 […]

STRIVING FOR EXCELLENCE

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 […]

TRANSFORMATIONAL TECHNOLOGY

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. […]

NEW ERA OF CUSTOMER FOCUSED TRAVEL FOR SEATTLE-TACOMA

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