Airport lounges are a valuable perk for frequent flyers and premium passengers, offering comfort, convenience, and exclusivity. However, with increasing competition and changing customer expectations, airlines need to constantly improve their lounge offerings to enhance the customer experience and loyalty. Here are some tips on how to do that.
One of the key factors that make customers feel valued and appreciated is personalized service. This means recognizing their preferences, needs, and interests, and tailoring the lounge experience accordingly. For example, you can use data from your loyalty program to greet customers by name, offer them their favorite drinks or snacks, or suggest relevant activities or amenities. You can also use technology to enable customers to customize their lounge environment, such as lighting, temperature, or music.
Personalizing the airport lounge customer experience is crucial for creating a memorable and satisfying journey. Tailoring services based on individual preferences can significantly enhance satisfaction. For instance, providing customizable amenities, such as preferred food and beverage options, seating arrangements, entertainment choices, or even personalized assistance, can elevate the overall experience. Implementing technology to anticipate & fulfill unique needs, along with attentive staff ready to cater to specific requests, adds a touch of exclusivity that can make a guest feel truly valued. Ultimately, personalization in the airport lounge experience ensures that each visitor feels recognized, enhancing their overall travel journey.
Personalizing ammeneties has tremendous impact on the overall success of any customer satisfaction program.If u provide any customer with personalized seating, personalized food he will always travel with you . Many things in aviation can be personalized like seating, food during travel, providing direct routine to particular destination etc
Another way to improve the lounge customer experience is to offer a variety of amenities that cater to different needs and purposes. For instance, you can provide different zones for work, relaxation, entertainment, or dining, and equip them with suitable facilities, such as Wi-Fi, power outlets, massage chairs, games, or magazines. You can also offer unique or local features that reflect your brand identity or destination, such as art, cuisine, or cultural activities.
Enhance the airport lounge customer experience by offering diverse amenities, comfortable seating, high-speed Wi-Fi, a variety of food and beverage options, personalized services, and exclusive perks for loyalty program members. Regularly gather customer feedback to tailor improvements to their preferences.
In the wake of the COVID-19 pandemic, customers are more concerned about hygiene and safety than ever before. Therefore, you need to ensure that your lounge follows the highest standards of cleanliness and sanitation, and communicates them clearly to your customers. For example, you can implement frequent disinfection, social distancing, contactless check-in, or pre-packaged food and beverages. You can also provide customers with personal protective equipment, such as masks, gloves, or sanitizers.
It is said cleanliness to getting closer to goddiness If airports lounges are clean every customer will enjoy seating there enjoy the food and he will keep on traveling Lounges are area where customers spends quality time with family during travelling. Hygiene and safety are the most important thing in airports lounges
One of the best ways to improve your lounge customer experience is to listen to your customers and act on their feedback. This means asking them for their opinions and suggestions, either through surveys, reviews, or social media, and analyzing them to identify areas of improvement or innovation. You can also reward customers for their feedback, such as offering them points, vouchers, or upgrades. Moreover, you should follow up with customers and show them how you have implemented their feedback or addressed their issues.
In the contemporary landscape, there appears to be a diminished inclination toward earnest engagement with surveys and forms. To elicit genuine perspectives from customers, incentivizing their participation with rewards not only fosters increased survey completion but also encourages candid insights, offering valuable suggestions for areas where improvement is warranted at the airport.
Another strategy to improve your lounge customer experience is to partner with other brands that can offer complementary or value-added services or products. For example, you can collaborate with hotels, spas, restaurants, or retailers to provide customers with discounts, vouchers, or access to their facilities. You can also work with local or niche brands that can enhance your lounge's appeal or differentiation, such as craft beer, organic coffee, or artisanal chocolate.
This strategy demands a collaboration with other brands whic is having a good experience in the the particular domain. This strategy helps to take out the best services of the the partner and may colabrarate where the partner is best .For example Indigo airlines has codeshare partnership with Turkish airlines and it helps Indigo reach to European countries with ease like wise we use the partnership services with ease
Finally, you can improve your lounge customer experience by rewarding your loyal customers and making them feel special. This means offering them exclusive benefits, such as priority access, free upgrades, or extra amenities. You can also recognize them for their milestones, such as birthdays, anniversaries, or number of flights, and surprise them with gifts, cards, or personal messages. Additionally, you can create a sense of community among your loyal customers, such as inviting them to events, contests, or forums.
Keeping customers is the best thing that any business has done . Programs like loyality programs are very beneficial in this aspect, it rewards customers to continue with the brand. Vistara has customers loyalty program which is best and many passengers like to travel with vistara due to its loyalty program Same can be done and implemented