Whether you call it the #BlizzardOf2015 or #WinterStormJuno, Monday’s snowstorm along the northeastern states and Maritimes packed a punch, walloping road, rail, and air travel in the U.S. and Canada. But despite thousands of canceled flights, many airports remained open to serve travelers caught in the middle of the snow and their intended destination.
As coincidence would have it, ACI-NA’s 2015 Customer Service Seminar kicks off tomorrow in Reno, Nevada, where many airport customer service professionals will be joining us from around North America to explore best practices and fresh ideas on how to respond to exactly this type of scenario, when an average day becomes extraordinary for both the airport and the travelers it serves. Specifically, our second day’s agenda speaks directly to this, with a session on keeping customers and stakeholders in the loop when irregular operations throws everyone for a loop, followed by a interactive workshop simulating crisis communications. (We’ll have more on both these sessions later in the week.)
But it’s not all high-wires and the high stakes of crises— the other main focus of this year’s seminar is maximizing airport customer service in the moment and for the long term. Both the first and second days’ programming cover a broad spectrum of current trends and creative possibilities for airports to reach their customers throughout all parts of their departures and arrivals home. And our host, Reno-Tahoe International, will have their customer service initiatives in full-swing— such as their popular Paws 4 Passengers program— during the attendee airport tour.
Senior Manager, Communications and Marketing