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.
Airport customer service has undergone a metamorphosis for the better over the last 20 years fuelled by management taking responsibility for customer experiences across the entire gateway, writes Butterfly Consulting's Joanne Paternoster.
Is your airport doing enough to cater for the sleeping requirements of transit passengers with a long layover? Joe Bates discovers that some airports are ahead of the game when it comes to facilities and services.
ACI’s ASQ programme gives airports of all sizes the actionable intelligence they need to ensure customer service excellence across numerous touchpoints of a passenger’s journey at the airport, writes Antoine Rostworowski.