43 | Dry cleaning services
44 | Flower and wine sales
45 | Airport concession sales pick-up
46 | Delivery service
47 | City information
48 | Travel information
49 | City shopping information
50 | Package pick-up
51 | Valet parking
52 | Check cashing
53 | Boarding pass
54 | Car maintenance support
55 | Travel services. One intriguing service that
could be offered at some airports is travel information services. At the least, trained airport staff
could provide frequent travelers with information about special airfares or routes originating
from the airport.
56 | “Print On the Fly” service. Technology exists
today that will allow a person to send documents
via email and have them printed at the airport.
57 | Strategic planning. Undertake a strategic plan-
ning process that focuses on customer service.
60 | Customer service councils. Organize and
empower a customer service council made up of
various stakeholders to provide focus and leadership to your customer service initiative.
61 | Performance review sessions. Establish review
sessions that analyze critical performance data.
62 | Call center. Many cities have a 3-1-1 call
center that answers questions about city services.
These centers can be a convenient way to answer
questions about the airport.
63 | Customer service awards gala. One of the
ways to provide energy to your customer service
initiative is to hold an annual customer service
64 | Buy and ship/pickup on the return. Offer free
shipping or “convenient pick-up upon return” for
customers who shop at the airport.
65 | Social media manager. Establish a staff position that is responsible for monitoring the various
social media sites and blogs and responding to
customer service issues.
66 | “We’re sorry that we did not meet your
expectations” gifts. Offer free coupons for concession items or complimentary parking as compensation for a disappointing customer experience.
67 | Executive position-customer experience.
Create a senior-level position that is responsible
for executing the customer service program.
68 | Focus groups. Convene a focus group to discuss major customer service issues or problems.
69 | Special care unit. Create a special care unit
to assist families who are traveling due to family
emergencies or loss of a family member.
70 | Customer service report card. Publish a customer service report card that publicizes the airport performance measures on customer service.
71 | Customer service newsletter. Publish a customer service newsletter.
72 | Seek help when there is a problem. Seek the
advice of your most ardent critic to find solutions
to customer service issues.
73 | Speakers’ bureau. Create a speakers’ bureau
made up of the key persons responsible for customer service, as well as the executive team.
74 | Create an airport travel blog. Create a travel
blog that discusses the day-to-day activities of the
airport, including travel deals offered by airlines
and special sales offered by concessionaires.
75 | Live cameras that indicate available parking. In lieu of “smart garage” technology, consider placing cameras in strategic places in the
garage, and broadcast the image over the airport
76 | Social media. Develop a social media
presence as a way to keep the traveling public
informed about what is going on at the airport.
77 | Publish travel suggestions. Publish suggestions for travel that originates from your airport.
78 | Behind-the-scenes tours. Offer special
behind-the-scenes tours of the airport.
79 | Restore the mystique of flying. Create observation decks and viewing areas where travelers can