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.
The human touch can make the difference for airports in today’s highly competitive digital age, writes Exambela Consulting’s David Feldman.
New passenger processing technology will play a key role in raising customer satisfaction levels at airports, writes SITA’s president for air travel solutions, Matthys Serfontein.
Faik Fahmi, president director of Indonesian airport operator, Angkasa Pura 1, explains why customer service excellence is a priority at Bali’s Ngurah Rai International Airport.
ACI World’s Valerie St James and Sevda Fevzi consider how the Airport Service Quality (ASQ) Arrivals Survey can help airports create the best customer experience for their passengers.
ACI World director general, Angela Gittens, considers the benefits of the latest addition to the ASQ suite of solutions, the Airport Customer Experience Accreditation programme.
Dr Michael Kerkloh reflects on close to 17 years in the hot seat at Munich Airport and is confident that he will leave a gateway and a global airport operator on the up when he retires from his position at the end of the year, writes Joe Bates.
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In the spotlight: Customer service
Airport report: Munich
Special report: Passenger facilitation
Plus: F&B innovation & Industry news
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