Improving the Airport Customer Experience

Abstract

This guidebook documents notable and emerging practices in airport customer service management that increase customer satisfaction, recognizing the different types of customers (e.g., passengers, meeters and greeters, employees) and types and sizes of airports. It also identifies what airports can do to further improve the customer experience. This guidebook will provide airport staff, specifically customer service managers and others with responsibilities for managing and improving the customer experience, with comprehensive resources of management practices and understanding of current trends, information sources on customer service improvements, and practical tools that can be used for implementing a customer service improvement program. The guidebook provides key drivers of customer satisfaction, including the top positive and negative influences for the customer experience; methods to engage airport stakeholders to improve customer satisfaction “from roadway to runway,” including the use of innovative technologies; a template to implement a strategy for a customer satisfaction improvement program for a variety of types and sizes of airports, including staffing and budget considerations; and guidance to develop performance indicators to measure customer satisfaction.