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PASSENGER SERVICES

Monday, 26 December 2016 |

Bed and board

Airport hotels are some of the most sought after concessions on the planet with the big chains boasting facilities at or around most of the world’s busiest airports, writes Joe Bates. 

Tuesday, 22 November 2016 |

Everybody counts

ACI World’s head of Airport Service Quality (ASQ), Dimitri Coll, discusses the publication of a new guide designed to help airports better understand passenger profiles and motivations.

Thursday, 10 November 2016 |

Back to basics

Exambela Consulting’s David Feldman and Laure Villeroux consider the opportunities, challenges and rewards of providing good customer service and why they believe that airports can learn from Ryanair.

Friday, 21 October 2016 |

The need for speed

CEO of thyssenkrupp Elevator, Andreas Schierenbeck, discusses innovation in the airport sector and how moving walkways are getting quicker and aircraft docking faster due to new technology.

Thursday, 20 October 2016 |

Queue busting

South Africa’s aviation sector is rapidly digitising its operations in line with global demands, writes Sello Mmakau, Airports Company South Africa’s chief information officer.

Wednesday, 19 October 2016 |

Paying off

Airports continue to enhance their parking facilities to make them more efficient and customer friendly, writes Joe Bates. 

Thursday, 28 July 2016 |

One vision

The newly revised and ACI-endorsed Level of Service (LoS) framework provides airports with a single set of globally accepted passenger service guidelines, writes IATA’s senior manager for airport consulting, Jurgen Renner.

Thursday, 23 June 2016 |

Find space for parking!

Airports looking to boost customer satisfaction levels would do well to remember motorists and the importance of the car parking experience in passenger journeys, writes Chris Girling.

Tuesday, 21 June 2016 |

Who cares wins

Joe Bates takes a quick look at some of the latest health and wellbeing initiatives taking place at airports across the globe.

Monday, 30 May 2016 |

Out to impress

From trendy new uniforms in Denver to Nao the robot at Tokyo Haneda, it has already been quite a year for customer service innovation at airports around the world, writes Joe Bates.

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