Tomorrows Airport Customer Service.
Traveling can be stressful. There are so many moving parts that people find unwanted. Confusing parking, lines at the check-ins, TSA, rude employees, crowds, and more. If that wasn't enough, concessions, rental car, wheelchair service, and airlines all creating their own idea of what good service looks and feels like. All of these things combine make airports one of those places that you must endure if you want to get to that vacation spot.
Consistent behaviors and a willingness to make every traveler feel special can change that prospective. How can you make an entire airport think and feel a certain way? I spend this past year traveling to over 25 airports analyzing customer service. The outcome was this great program called, One Destination. It starts with analyzing and understanding the customer service programs of each entity of an airport. This allowed us to develop a foundational airport program that enhances each entity that supports the airport experience. Therefore, airport authorities can then control and recommend to groups how they want their travelers to feel and see service at their airports. Change starts with reimaging what service can be.