Airport service – the Disney way

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By Christine Cusatis, Editor, Centerlines magazine

Disney World is renowned for its ability to evoke fantasy and wonder in the young and old alike.

But according to Meg Crofton, president of the Walt Disney World Resort, the magic begins when travelers enter the airport.

“Your business and mine are closely linked,” Crofton said in an April 27 keynote presentation at the Walt Disney World Swan and Dolphin, the setting for the 2010 ACI-NA joint conference of the Business Information Technology Committee, Operations and Technical Affairs Committee and the Public Safety and Security Committee.

Crofton said one the reasons Walt Disney chose Orlando for the park was the lure of the McCoy Air Force Base—now the Orlando International Airport—which had the promise of becoming a major gateway.

Crofton offered valuable insight into Disney’s exceptional treatment of their guests, which could certainly apply to airports.

To create “memories that last a lifetime” staff—or “cast members,” as they are referred to—go above and beyond with customer service and attention to detail. It is part of Disney’s value chain, where great leadership leads to excellent customer service, resulting in guest satisfaction and, thus, growth and profitability.

Crofton said Disney does it with the license to dream and encouragement of like-minded individuals.

Quoting Walt Disney, she said: “You can dream, create, design and build the most wonderful place in the world…but it requires people to make the dream a reality.”