This document discusses the importance of building a positive public image for airports through excellent customer service. It notes that customer service should be the top priority and drive all airport operations. Ensuring a positive customer experience reduces stress and increases satisfaction, loyalty and revenue. The document also emphasizes engaging and unifying all airport service providers to consistently meet passenger needs and preferences. A tale of two airports is provided as an example of how prioritizing customer service can distinguish one airport from its peers and attract more customers and revenue.
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OTP ( On-time Performance 2015 : airlines e aeroportos )
Artigo muito interesante.
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Airport executives are trying to create smarter airports, just as airport infrastructures, systems and processes are becoming digitally aware, interconnected and infused with intelligence.
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• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
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Mobility & Travel of the Future: Company presentation by Marko Gucek, CEO of GoOpti at the NOAH Conference 2019 in Tel Aviv, Hangar 11, 10-11 April 2019.
Alaistair Deacon, Chief Aviation Technologist at Amor Group, chaired Day 1 of the Operations and Management conference stream at PTE2012.
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Central to this notion of the Next Generation Airport is enhanced collaboration and better use of technology to drive real operational improvements.
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David has spent the vast majority of his professional career within or associated with aviation, firstly as an officer in the Royal Navy and Royal Air Force and currently as Chief Operating Officer at Birmingham Airport.
David originally joined the Royal Navy in 1984 and attended Britannia Royal Naval College Dartmouth before joining the Royal Air force in 1986. Originally trained as an Air Traffic Control officer in the RAF, David enjoyed a wide-ranging and varied military career, serving across the UK and abroad. He spent the early part of his career as a controller and then later gained functional expertise in airfield operations, career management, project and requirements management, regulatory compliance, risk management and leadership development. Promoted to Wing Commander in 2002, he was selected to attend advanced staff training at the Military Defence Academy in Shrivenham, on completion of which he gained his Masters degree in International and Defence Studies with Kings College London. In the last 3 years of RAF service, he established a reputation in the field of leadership development and played a key role in the establishment of the now highly regarded RAF Leadership Centre. David left the Royal Air Force October 2006 and joined Centrei Ltd as a Director and consultant to continue his work in the leadership development arena.
David joined Birmingham Airport in 2007 as Head of Regulatory Compliance and Safety. In May 2009, David took over responsibility for all operational security matters and fulfilled the role of Head of Aviation Security prior to being promoted to Operations Director in June 2010. David took up his current role as Chief Operating Officer in May 2014.
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OTP ( On-time Performance 2015 : airlines e aeroportos )
Artigo muito interesante.
Sublinho nos "Most Improved Airports 2015 ", no TOP 5 ,em 2º lugar o Aeroporto de Lisboa.
Nas "Most Improved Airlines ", no TOP 5, a TAP PORTUGAL.
Airport executives are trying to create smarter airports, just as airport infrastructures, systems and processes are becoming digitally aware, interconnected and infused with intelligence.
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https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
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Building your airport\'s image
1. Building Your Airport’s Public Image
Syed Mohammed Mehdi
Director of Marketing and Promotion
Bahrain International Airport, Civil Aviation Affairs
Kingdom of Bahrain
26-27 August 2008
Singapore
Maximising Non-aeronautical Revenue Through Airport Services
2. quot;There is only one boss. The customer.
And he can fire everybody in the company from the chairman on
down, simply by spending his money somewhere else.quot;
Sam Walton
3. Introduction
• Why is your airport’s image relevant to revenue?
• What are the features that contribute towards your image?
• Opening the door to excellent customer service
• Building a strong internal image with all the airport’s service
providers
• A TALE OF TWO AIRPORTS
4. THE JIGSAW
Market
People
Service
Airline Providers
6. The Most Important Revenue Driver
CUSTOMER SERVICE
• The airport revolves around
Customer Service
– Terminal Operations
– Retail
– Air Traffic Control
CS
– Car parking
– Commercial property off
terminal
7. Public Perception of a Typical Airport
• Crowded
• Long waiting times
• Long queues
• Limited choice
• “Its not my job” type of
people
• Stroppy
• Expensive - commercially
8. Passenger Ordeal at the Airport
Arrive at Check-in Airside
Landside Security Board
Airport Process Area
Area Aircraft
Stress
Time
9. So What?
• What is the relevance
– Commercial customer & Pax - Revenue generators
– Close correlation of revenue and Pax
Source: Fraport
11. What Features Contributes Towards The
Best Practices of Your Airport
TOP 5 + 2 AREAS OF BEST PRACTICE – ACI Survey 2007
1. Cleanliness of airport terminal
2. Over all satisfaction with the airport
3. Courtesy, helpfulness of check-in staff
4. Courtesy, helpfulness of airport staff
5. Ambience of the airport
6. Availability of toilets
7. Efficiency of check-in staff
12. Passengers CAN Make or Break your Airport
• We spent 2 hours on the way to Sydney in XXXXX airport and then
4 hours on the way back, it is small, only one place to get a drink or
food. There is not enough seating. I will not be using XXXXXXX
airport again.
• Apart from this airport being an architectural abomination and a
glorified cattle market, we experienced the worst customer service
from airport security. ……………………………We will avoid this
airport at all costs in the future.
• Don't use it if you have other options, it is worth the money, even
extra waiting hours. Bad colours make you feel you're in a den, non-
smiling, unhelpful, unkind, non English speaking personnel. People
eat, sleep and rest on the floors. Avoid this airport.
13. Passengers CAN Make or Break your
Airport
• Modern and spacious, with nice shops and places to eat, especially
in boarding area. Spotless toilets plus free internet wi-fi access in all
areas
• I been in this airport 4 times in the last four years and a have to tell
that I'm very sure that this it has to be the # 1 in the world, not only
for the clean facilities but because the magic of this incredible
country and the polite people.
14. So What Should Be Done?
• Understand your Customers/Passengers
– Types
– Needs
– Behaviours
• Engage with them - open up a dialogue
• Meet the Customer’s/Passenger’s
needs
15. And What Else Should Be Done?
• Put Quality and Customer Service
on the top of the list
• Develop Cross-cultural Awareness
• Engage all the service providers at your airport
16. New Chapter in Your Airport Operations
Manual
• CUSTOMER SERVICES
– Inculcate in Work Culture
– Make it as a JOB requirement
– Teach to empathise
– Communicate – Regular, Precise and Clear
• Adopt Mission Statement Similar to Atlanta Airport’s
TO BE THE WORLD’S BEST AIRPORT BY EXCEEDING
CUSTOMER ESPECTATIONS
17. Airport Operations should revolve around Customer Service
Terminal
Govt. Agencies
Operations
Customer
Ground Retail
Handling Service
Car Parks
18. Build a Strong Image with the Airport
Service Providers
Staff Composition
1. Retail and Duty Free
2. Ground Handling
>97%
3. Security and Govt.
Agencies
Airport Staff if any
19. Build a Strong Image with the Airport
Service Providers
• Airport should take a
leadership role
• Open up a dialogue
• Create a unified
Customer Service
program
20. Build a Strong Image with the Airport
Service Providers
• Engage with all of them
• Inculcate an attitude of “Yes We Can”
• Reward and give recognition for Customer Service
22. A TALE OF TWO AIRPORTS
ONCE UPON A MODERN TIME IN ARABIA
cont….
23. OUR FIRST AIRPORT
IN THE LAND OF OIL AND RICHES AN AIRPORT WAS BUILT
ON A 700SQ KM AREA
24. • 50% of the country’s GDP if generated in the region.
• The major industry in the province is Oil and Petrochemicals.
• Other major industries supporting the Oil and Petrochemical industries
are construction, power plant, food processing, etc.
• Over 100 projects have been signed off with a total project value about
US $100 billion. Some of the major projects are listed below:
– US$ 16 billion Petrochemicals at Ras Tanura
– US$ 25 billion mineral processing BAHRAIN
– US$ 6 billion heavy oil refinery
– US$ 3 water and electricity project
25. • The region is also aspiring to
be the petrochemical industrial
centre of the world.
• This Airport has a catchment of
3-4 million people
– High propensity to fly
– High disposable income
• 25 Airlines
• 3.8 million passengers
26. THE OTHER AIRPORT
• In 2007
– Passengers – 7.3 million
• 9% growth
– Cargo – 380,000 tonnes
• 6% growth
• 37 Airlines
• 50 Destinations
• 884 weekly departures
• Local Population of 1.5 million
28. • More people originating from Eastern province use
Bahrain International Airport
– For excellent customer service
– For excellent facilities
– For the fact that we listened/listening/will listen to our
valuable customer
31. To Conclude
“Tourists and foreigners get their first impressions of the country on
arrival at the Brunei International Airport and so it is important to
have facilities and services that are of a high standard” – H.E.
Minister of Tourism, Kingdom of Brunei
Eliminate These
Capture These
32. quot;The single most important thing to remember about any enterprise is
that there are no results inside its walls. The result of a business is a
satisfied customer.quot;
Peter Drucker
THANK YOU