CUSTOMER SERVICE

Ambient scenting is one of the newest initiatives being embraced by airports as they look to enhance the passenger experience, writes Prolitec’s Roger...

CUSTOMER SERVICE

THE GLOBAL CHALLENGE

23 Sep 2019 Samantha Saunders

Society needs to pull together to deliver a world class service to travellers with reduced mobility, writes OmniServ’s head of innovation and regulatory...

CUSTOMER SERVICE

ARE YOU BEING SERVED?

20 Sep 2019 Joe Bates

What are the prerequisites to delivering exceptional customer experience along all touchpoints of the passenger journey? Redwater Consulting Group’s management consultant, Kateryna Hess,...

CUSTOMER SERVICE

POWER TO THE PEOPLE

18 Sep 2019 Joe Bates

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...

CUSTOMER SERVICE

QUICK AND EASY

17 Sep 2019 Joe Bates

New passenger processing technology will play a key role in raising customer satisfaction levels at airports, writes SITA’s president for air travel solutions,...

CUSTOMER SERVICE

ALWAYS IMPROVING

16 Sep 2019 Joe Bates

Faik Fahmi, president director of Indonesian airport operator, Angkasa Pura 1, explains why customer service excellence is a priority at Bali’s Ngurah Rai...

CUSTOMER SERVICE

STRIVING FOR EXCELLENCE

13 Sep 2019 Joe Bates

ACI World’s Valerie St James and Sevda Fevzi consider how the Airport Service Quality (ASQ) Arrivals Survey can help airports create the best...

AIRPORT DESIGN, ASIA-PACIFIC & MIDDLE EAST, CUSTOMER SERVICE, INDUSTRY NEWS

BIGGER AND BETTER

29 Aug 2019 Joe Bates

We pay tribute to the 2018 Airport Service Quality (ASQ) customer experience award winners and talk to some of the CEOs of the...

CUSTOMER SERVICE, IT INNOVATION, MARKETING & COMMUNICATIONS

TRANSFORMATIONAL TECHNOLOGY

21 Aug 2019 Tony Chapman

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...

ASIA-PACIFIC & MIDDLE EAST, CUSTOMER SERVICE, EVENTS, IT INNOVATION, OTHER ARTICLES

CELEBRATION TIME

17 Jan 2019 Joe Bates

Our picture round-up pays tribute to the Asia-Pacific gateways whose outstanding levels of service led to them winning Airport Service Quality (ASQ) customer...

AIRPORT DESIGN, ASIA-PACIFIC & MIDDLE EAST, CUSTOMER SERVICE, ENVIRONMENT

ON THE SURFACE

9 May 2018 Joe Bates

Improving surface access is a commercial and environmental challenge facing airports across the globe, write ICF’s Angus Reid-Kay and Rob Rushmer. To focus...