101 Ways to Provide an Unforgettable Airport Experience
BY KENNETH H. GWYN, A.A.E.
A habit that I have when traveling through airports is to make written notes about ways to
improve the traveler’s experience. As I began to review my notes, I realized that there may
be a jewel or two in this list. So here you go: 101 ideas to improve customer service.
1 | The Virtual Airport Concierge. Consider using text/
email and social media as an instant communication
vehicle for traveler inquiries.
2 | Customer Service Standards. Develop a set of customer service standards. The document provides workers
with expectations of how customers should be treated.
3 | Designate a Customer Service Day. Designate a special day of the month when the entire organization focuses on customer service. The following 23 items are some
activities to select from during a monthly event.
4 | Have the airport staff greet travelers at the entrance
of the terminal.