mendations for improving the travel experience.
91 | Listening session. Hold a listening session with those who interact with the customers on a daily basis.
92 | Mystery shopping. Mystery shoppers,
comprised of either employees or outside
shoppers, can provide valuable information
about the customer experience.
observe aircraft takeoffs and landings. Broadcast in
the terminal audio and video of air operations.
93 | Customer service accreditation program.
Establish a special and highly regarded customer service accreditation program for the staff.
Provide monetary or gift rewards for those who
complete the program.
80 | Airport theater. Is there a market for an airport
media room that provides an alternative for people to
view movies while they wait for their flight?
81 | Advisory board. Create a customer service
advisory board. Organize a high-level group of
individuals who study cutting-edge customer service and offer suggestions to the executive team for
82 | Social network chief. Establish a chief of the
social network position. The following six duties
could be included in the job description.
83 | Monitor the social networks.
84 | Maintain the airport’s Web page.
85 | Respond to entries on the airport’s social
86 | Monitor the various travel blogs and
responding to customer complaints.
94 | Airport knowledge base. Establish a database of
useful information about the airport. The information
should be available online and easily searchable and
accessible on all employee computers.
95 | Frequent traveler program. Establish a frequent traveler designation for those who meet a
certain threshold for using your airport. Provide
them with airport perks.
96 | Webinar on traveling through the airport.
Produce a webinar for the public that discusses the
various aspects of traveling through the airport.
97 | Produce a podcast. Record a podcast that
talks about various aspects of the airport, including suggestions for making the travel experience
98 | Employee training. Develop an employee orientation program that highlights customer service
87 | Refer critical information regarding service
delivery to the proper person for resolution.
88 | Assist airport staff in responding to inqui-
ries made to this service.
89 | Internal customer service recognition. Many
of the organizations that excel in customer service
recognize employees who provide good internal
90 | Customer observation sessions. Organize a
group of employees to observe traveler behavior
during a given period of time and make recom-
99 | Airport-airline exchange. Develop a program
for select airline personnel who are responsible for
customer service and have them meet on a regular
basis with airport personnel.
100 | Airport-concessions exchange. Develop a program that allows airport personnel to study the management and operation of an airport concession.
101 | Airport-GA exchange. Develop an exchange
program with general aviation businesses. A
Kenneth H. Gwyn, A.A.E., is assistant director of aviation for the
Dallas Airport System. He may be reached at firstname.lastname@example.org.