How can you improve assistance for passengers who miss connecting flights?

1 Communicate proactively

One of the most important aspects of assisting passengers who miss connecting flights is to communicate with them proactively and transparently. This means informing them as soon as possible about the status of their flights, the reasons for any delays or cancellations, and the available options for rebooking or compensation. You can use various channels to communicate with passengers, such as email, text messages, phone calls, mobile apps, or airport screens. You should also train your staff to handle inquiries and complaints effectively and empathetically, and to provide clear and accurate information.

3 Coordinate with other stakeholders

A third aspect of assisting passengers who miss connecting flights is to coordinate with other stakeholders involved in the air travel industry, such as airlines, ground handlers, security agencies, or regulators. This means establishing and maintaining good relationships and communication channels with them, and sharing relevant information and data. You should also collaborate with them to implement policies and procedures that can prevent or minimize the occurrence of missed connections, such as optimizing flight schedules, reducing turnaround times, enhancing security screening, or improving weather forecasting.

4 Monitor and evaluate performance

A fourth aspect of assisting passengers who miss connecting flights is to monitor and evaluate your performance and identify areas for improvement. This means collecting and analyzing data and feedback from passengers, staff, and other stakeholders, and measuring your performance against key indicators, such as customer satisfaction, complaint resolution, rebooking rate, or on-time performance. You should also conduct regular audits and reviews of your processes and systems, and implement corrective actions or best practices as needed.

5 Educate and empower passengers

A fifth aspect of assisting passengers who miss connecting flights is to educate and empower them to avoid or cope with this situation. This means providing them with useful information and tips before and during their travel, such as checking their flight status, booking enough time between connections, packing light, or knowing their rights and entitlements. You should also encourage them to use self-service tools and channels, such as online check-in, mobile boarding passes, or kiosks, to save time and hassle. Furthermore, you should empower them to voice their concerns and feedback, and to seek help or compensation if needed.

6 Foster a customer-centric culture

A sixth and final aspect of assisting passengers who miss connecting flights is to foster a customer-centric culture within your airport organization. This means creating a vision and mission that prioritize customer satisfaction and loyalty, and aligning your goals and strategies with them. You should also involve and motivate your staff to deliver high-quality service and to treat passengers with respect and care. Moreover, you should recognize and reward your staff for their performance and achievements, and provide them with training and development opportunities.