The Airport Mall in the Lindbergh Terminal at MSP.
At this time each year, airports are going the extra customer-service mile by reaching out and connecting with their communities. As a result of the airports’ efforts, passengers can enjoy a little extra holiday cheer, and give a little back in return. Whether it is local choirs making appearances at airports across North America to sing holiday favorites, or seeing the big jolly fellow in the red suit, airports go that extra mile to offer time to reflect on the season.
In Jacksonville, local school groups will show off their musical talents for all airport passengers to enjoy. Also, a Christmas tree contest invites travelers to vote on their favorite tree with a $1 donation that will benefit Dreams Come True.
And in Washington, D.C., the National Christmas Tree will pale in comparison to the trees at MWAA’s Reagan National and Dulles. Students from the District of Columbia, Virginia and Maryland will make their own ornaments creating a “Winter Wonderland” that even the most harried of passengers will stop and appreciate.
Serving passengers is not just a holiday trend for airports; airports serve passengers throughout the year. ACI-NA recently surveyed airports for its 2009 Concessions Benchmarking survey:
- Airports know their passengers: The majority of airports surveyed have updated passenger data in the last 2 years.
- 2/3 (66%) of the airports conduct customer satisfaction studies.
- Half of the airports (51%) require minimum staffing levels for concessions.
- Airports establish standards to maintain quality concession programs. The top three concession monitoring programs:
- Airports must approve changes in service hours
- Airports conduct facility inspections
- Airports conduct routine meetings with concessionaires
Airports are not just depots for travelers to just sit and wait, they offer passengers an opportunity to optimize their time by shopping for those holiday gifts while waiting for their next flight. Airports are the faces of their communities and sources of philanthropy and optimism. Check back with Centerlines Blog for more examples of how airports are on the ‘nice list’.
For pictures of holiday events and specials at airports throughout North America, check out ACI-NA’s Facebook page.
-Brett McAllister, CFO