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What are the most common complaints about airport service, and how can you address them?

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Airport service is a crucial factor in the overall travel experience of passengers, especially in times of increased demand, disruption, and uncertainty. However, not all airports deliver the same level of quality and satisfaction, and some common complaints may arise from customers who feel frustrated, disappointed, or mistreated. As an airline manager, you need to be aware of these issues and how to address them effectively, both to maintain your reputation and to improve your performance. In this article, we will explore some of the most common complaints about airport service, and how you can respond to them in a professional and proactive manner.

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Shepherd Chikanda

Fibre Optic Splicer (Underground, OCR, Blown Fibre, Ribbon Splicing, FTTC & FTTP Openreach Accredited)

1 Long queues and delays

One of the most frequent and annoying complaints about airport service is the excessive waiting time for check-in, security, boarding, baggage claim, or immigration. Long queues and delays can cause stress, boredom, anger, and missed connections for passengers, as well as operational inefficiencies and costs for airlines. To address this complaint, you need to work closely with the airport authorities and other stakeholders to optimize the processes, resources, and infrastructure that affect the flow of passengers and luggage. You also need to communicate clearly and regularly with your customers about the reasons and expected duration of any delays, and offer them alternative options or compensation if necessary.

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2 Poor cleanliness and hygiene

Another common complaint about airport service is the lack of cleanliness and hygiene in the terminals, lounges, restrooms, or aircraft. Poor sanitation can affect the health, comfort, and safety of passengers and staff, as well as the image and credibility of the airport and the airline. To address this complaint, you need to ensure that the airport and the aircraft are regularly cleaned and disinfected, following the best practices and standards of the industry and the health authorities. You also need to provide adequate facilities and supplies for your customers and employees to maintain their personal hygiene, such as hand sanitizers, wipes, masks, or gloves.

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3 Rude or unhelpful staff

Another common complaint about airport service is the rude or unhelpful attitude of some staff members, such as check-in agents, security officers, flight attendants, or ground handlers. Rude or unhelpful staff can ruin the mood and impression of passengers, as well as damage the relationship and trust between the airport and the airline. To address this complaint, you need to train and motivate your staff to provide courteous, friendly, and professional service to your customers, regardless of the situation or the pressure. You also need to monitor and evaluate the performance and feedback of your staff, and reward or correct them accordingly.

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Shepherd Chikanda

Fibre Optic Splicer (Underground, OCR, Blown Fibre, Ribbon Splicing, FTTC & FTTP Openreach Accredited)
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My experience is that there are lot of airline staff who are in customer service rolls, who are not fulfilling the actual duty of giving customers a a pleasant and good experience. My experience is that they do not have empathy, care or patience with customers. I believe that problem goes to the very top of a number of airlines I have dealt with in the past. Priority is and focus seems to be on money and forgetting the customer who pay for ticket. Example I sent messages via LinkedIn InMail including CEO and got the following responses 1 I no longer work for #QatarAirways 1 Please email me (Emailed and no further response) 14 No responses

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4 Insufficient or inaccurate information

Another common complaint about airport service is the insufficient or inaccurate information provided to passengers, such as flight status, gate changes, baggage delivery, or boarding announcements. Insufficient or inaccurate information can cause confusion, anxiety, or inconvenience for passengers, as well as operational errors or conflicts for airlines. To address this complaint, you need to establish and maintain effective communication channels and systems with the airport and your customers, using various platforms and formats, such as online, mobile, email, SMS, or voice. You also need to ensure that the information you provide is clear, timely, consistent, and accurate, and that you update it as soon as possible in case of any changes or disruptions.

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Shepherd Chikanda

Fibre Optic Splicer (Underground, OCR, Blown Fibre, Ribbon Splicing, FTTC & FTTP Openreach Accredited)
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My recent experience with one of the airlines, was that there are no clear policies in place on how to deal with things like complaints. I will give you my example with a baggage issue with Qatar. There are clear links on their websites as to how one reports lost luggage. When you find a form links provided do not work. Communication appalling and basically no one cares. No clear step by step procedures for customers to follow.

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5 Limited or expensive amenities

Another common complaint about airport service is the limited or expensive amenities available to passengers, such as food, drinks, shops, entertainment, Wi-Fi, or parking. Limited or expensive amenities can affect the satisfaction and loyalty of passengers, as well as the revenue and competitiveness of the airport and the airline. To address this complaint, you need to collaborate with the airport and other partners to offer a variety of amenities that cater to the needs and preferences of your customers, at reasonable and transparent prices. You also need to promote and highlight the value and benefits of your amenities, and provide incentives or discounts for your frequent or loyal customers.

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Shepherd Chikanda

Fibre Optic Splicer (Underground, OCR, Blown Fibre, Ribbon Splicing, FTTC & FTTP Openreach Accredited)
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Considering the exorbitant prices we are paying for long haul I think that airline should providing inclusive Wi-Fi services for customers. Where the service is provided for an additional cost, one find that the service is not as efficient compared to the charge you would have paid for it. On one occasion I found that the airline flight attendants’ where not fully conversant with dealing with my on-board connectivity issues.

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6 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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What are the most common complaints about airport service, and how can you address them?

1

2

3

4

5

6

1 Long queues and delays

2 Poor cleanliness and hygiene

3 Rude or unhelpful staff

4 Insufficient or inaccurate information

5 Limited or expensive amenities

6 Here’s what else to consider

Airline Management

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What are the most common complaints about airport service, and how can you address them?

1

2

3

4

5

6

1 Long queues and delays

2 Poor cleanliness and hygiene

3 Rude or unhelpful staff

4 Insufficient or inaccurate information

5 Limited or expensive amenities

6 Here’s what else to consider

Airline Management

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