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How can airports improve customer service by learning from other industries?

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Customer service is a key factor that influences the satisfaction, loyalty, and reputation of airports. However, many airports face challenges in delivering consistent and high-quality service to their diverse and demanding customers. How can airports learn from other industries that have successfully improved their customer service standards and practices? In this article, we will explore some examples and lessons from hospitality, retail, and technology sectors that can inspire and inform airports to enhance their customer service.

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Ashish Kumar

EVP & Chief Commercial Officer- Aero & Cargo | Route Development, Cargo
Sumit Barat

NueGo!
Sunil Zephaniah Kanaparthi

Senior Consultant, Airline & Airport Marketing at Andhra Pradesh Economic Development Board

1 Hospitality: Personalize and anticipate

One of the main lessons that airports can learn from the hospitality industry is how to personalize and anticipate the needs and preferences of their customers. Hotels, restaurants, and resorts often use data and feedback to create customer profiles, segment their markets, and offer customized services and experiences. For example, some hotels greet their guests by name, provide welcome amenities, and tailor their room settings according to their previous stays. Airports can also use data and technology to personalize their communication, check-in, security, and boarding processes, as well as to anticipate and address potential issues or complaints.

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Sunil Zephaniah Kanaparthi

Senior Consultant, Airline & Airport Marketing at Andhra Pradesh Economic Development Board
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1. Initial training on Customer Service should be given. 2. Yearly review and emphasis on Customer Service should given 3. Every month the team leader must review every employ'sperformance. If he/she is found lacking the Service qualities he/she should be rated down in their Annual report.

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2 Retail: Empower and reward

Another lesson that airports can learn from the retail industry is how to empower and reward their customers. Retailers often give their customers more control and choice over their shopping journey, such as allowing them to browse, compare, and purchase products online or in-store, as well as to access self-service options, loyalty programs, and discounts. For example, some retailers offer mobile apps, digital wallets, and QR codes to enable customers to scan, pay, and collect their items without waiting in line. Airports can also adopt similar strategies to empower and reward their customers, such as enabling them to book, modify, and cancel their flights and services online or via mobile devices, as well as to access self-service kiosks, biometric identification, and frequent flyer benefits.

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Ashish Kumar

EVP & Chief Commercial Officer- Aero & Cargo | Route Development, Cargo
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In a lot of ways, Aviation is similar to other B2C industries when considering Passengers as the key customers. Learning from other consumer goods and services industries can add much more value to Airports. Consumer data for both...an aggregated set of passenger preferences and more granular individual data for crafting personalised services, is essential. Airports also need to use Design Thinking principles for what they offer as a destination as well as the mix of products and services. The processes need to be simple and quick and have an edge over downtown offerings. There could be a lot to learn from Hotels, Cinemas, Large Expos/ Sporting events, Malls and also the likes of Disneyland & Vegas??

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Sumit Barat

NueGo!
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They "check-in" at hotels, car rentals, hospitals, cruise terminals, and airports too. Are the best practices benchmarked? Effective queue management especially weighing bags and marking them before passengers reach the check in counters would save tons of discomfort and labour. With so much of automation, the lines don't seem to disappear.

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N S
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"AUTOMATION" IS THE KEY, IF U WANT AN IMPROVEMENT IN INTERNATIONAL AIRPORT. INDIA CATERS TO LARGE POPULATION EVERYWHERE AND HUMAN MISTAKES BRING HUGE LOSSES. TODAY AIRPORTS ARE NOT LOOKING TO REDUCE TGE PRICEA OF THEIR SERVICES, THEY ARE BLINDLY INCREASING THE COSTS OF THEIR SERVICES

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3 Technology: Innovate and automate

A third lesson that airports can learn from the technology industry is how to innovate and automate their customer service. Technology companies often use artificial intelligence, machine learning, and robotics to improve their efficiency, accuracy, and convenience of their customer service. For example, some technology companies use chatbots, voice assistants, and smart devices to provide 24/7 support, information, and solutions to their customers. Airports can also leverage these technologies to innovate and automate their customer service, such as using chatbots, voice assistants, and smart devices to provide 24/7 support, information, and solutions to their customers.

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4 Conclusion: Learn and adapt

These are just some of the examples and lessons that airports can learn from other industries to improve their customer service. However, it is important to note that each industry has its own specificities, challenges, and opportunities, and that airports need to adapt and apply these lessons according to their own context, resources, and goals. The key is to learn from the best practices and benchmarks of other industries, but also to continuously monitor, evaluate, and improve their own customer service performance and strategy.

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can airports improve customer service by learning from other industries?

1

2

3

4

5

1 Hospitality: Personalize and anticipate

2 Retail: Empower and reward

3 Technology: Innovate and automate

4 Conclusion: Learn and adapt

5 Here’s what else to consider

Airport Management

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How can airports improve customer service by learning from other industries?

1

2

3

4

5

1 Hospitality: Personalize and anticipate

2 Retail: Empower and reward

3 Technology: Innovate and automate

4 Conclusion: Learn and adapt

5 Here’s what else to consider

Airport Management

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