It really has been the week of customer service survey findings for airports. As most know, a couple of days ago ACI World released the results of their 2009 Airport Service Quality (ASQ) passenger survey. Click here to read more about the 2009 ASQ survey. Additionally, J.D. Power & Associates just released the results of a study on passenger satisfaction at airports.
Regardless of how each airport fared in these surveys, the important thing to note is that airports have, are and will continue to focus on improving the customer experience. This is particularly challenging in the airport environment where many are responsible for the delivery of services, but customers don’t always know who to hold accountable for service-delivery failures at the airport. However, despite this fact, airports should be commended for their customer service efforts.
Many airports have ambassador programs that provide volunteers or information booths that offer help and guidance to lost or frazzled passengers. For example, Louisville International Airport started its ambassador program in 2004 and calculates that it has helped more than 405,000 passengers since its inception.
Other airports have put common-use kiosks in their ticketing areas. Just to name a few, Vancouver International Airport placed 80 kiosks in the ticketing area in 2009. Newark Liberty International Airport installed 6 kiosks in 2009 for Terminal B. Detroit Metro Airport has 6 kiosks in its North Terminal with five participating airlines.
Some airports have created common-use airport lounges for all passengers. Toronto Pearson International Airport has five common-use lounges. George Bush Intercontinental Airport opened a 6,500 sq. ft. business lounge in 2009. Savannah/Hilton Head International Airport’s Passport Club is 1,721 sq. ft and has been run by the airport for about 13 years.
Moreover, airports aren’t just coming up with these ideas on their own. They’re listening to their passengers. Many airports, like Boston Logan International Airport, Los Angeles International Airport, and Ottawa International Airport use social media tools like Twitter and Facebook to communicate with their customers about everything from weather conditions, to new traffic patterns, to airport concessions.
These are just a few of the many services that airports have provided, and they haven’t ceased in their efforts to improve. Traffic numbers are down and purse strings are tight, but airports are still dedicated to connecting with their customers and improving the air travel experience. No matter what the surveys say, airports are devoted to their customers.
-Victoria Houghton