CUSTOMER SERVICE
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 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 […]
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 […]
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 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 […]
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 […]
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 […]
