Ankur Pathare’s Post

🛫✈️ Navigating Turbulence with Grace: Handling Angry Passengers at the Airport ✈️🛫 In the fast-paced world of aviation, customer service is at the forefront of ensuring a smooth journey for passengers. At times, challenges arise, and as professionals in the airport industry, it's crucial to handle them with finesse. Today, let's talk about the art of managing irate passengers with empathy and efficiency. 🌐 Understanding the Passenger Perspective: Every traveler has a unique journey, and disruptions can evoke frustration. Acknowledging their concerns and emotions is the first step in resolving issues. Empathy builds bridges, turning a potentially negative experience into an opportunity for customer satisfaction. 🔄 Turning Challenges into Opportunities: Angry passengers present a chance to showcase our problem-solving skills. Listening actively, remaining calm, and providing clear information can turn the situation around. By demonstrating a commitment to resolution, we not only diffuse tension but also enhance the passenger experience. 🤝 Team Collaboration: Effective communication within the airport team is paramount. Coordinating efforts across departments ensures a unified response to passenger concerns. This collaborative approach not only resolves issues faster but also reinforces a positive image of the airport as a customer-centric entity. ✨ Proactive Communication: Keeping passengers informed in real-time is key. Whether it's updates about delays, gate changes, or service disruptions, timely and transparent communication instills confidence. Proactively addressing issues demonstrates accountability and minimizes frustration. 🚀 Continuous Training and Development: Investing in ongoing training for airport staff is essential. Equip the team with the skills needed to handle diverse situations, including de-escalation techniques and conflict resolution. A well-prepared team contributes to a more resilient and customer-focused airport environment. In conclusion, the ability to handle angry passengers is a vital skill in the airport industry. By approaching challenges with empathy, proactive communication, and a collaborative mindset, we can transform negative experiences into opportunities for customer loyalty and satisfaction. Let's continue to soar to new heights in customer service excellence! ✈️🌟 #AirportService #CustomerExperience #AirportManagement #Teamwork #PassengerCare #TravelIndustry #Avaition #customercare #passengerexperience #groundhandling #angry #hiring Your insights and experiences on this topic are welcome! 🌐💬

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What is being Empathetic in Airport operations? Empathy in airport operations involves understanding and responding to the needs, concerns, and experiences of passengers, airline staff, and other stakeholders. Airport personnel, such as check-in crew , security crew , and customer service representatives, need to empathize with travelers who may be stressed, anxious, or facing challenges. This means providing assistance, clear communication, and support to ensure a positive experience despite any difficulties. Empathetic airport operations can enhance customer satisfaction, directly helping businesses to grow and improve efficiency, and contribute to overall safety and well-being within the airport environment.

Customer Service Excellence in the Aviation Industry: The Key to Memorable Travel Experiences The aviation industry is highly competitive, and the quality of customer service can make or break an airline's reputation. From the moment a passenger checks in to the time they disembark, each interaction contributes to the overall travel experience. Airlines that prioritize customer service excellence create memorable journeys, foster loyalty, and differentiate themselves from competitors. By focusing on personalized service, quick problem resolution, and seamless communication, the aviation industry can continue to enhance passenger satisfaction in an ever-evolving travel landscape. Learn how airlines are adopting these strategies to create unforgettable experiences for their customers

A recent study from Dicle University in Turkey suggests that attractive flight attendants provide a better customer experience for travelers. The title boldly claims, "Attractive Flight Attendants Provide A Better Customer Experience For Travelers," but let’s dig a bit deeper into what the study actually found. Study Highlights: 🔎 Participants rated the service of flight attendants based on videos. 🔎Attractive flight attendants received better ratings, even if the service was mediocre. 🔎Verbal satisfaction did not match the objective EEG readings, indicating a discrepancy. While the study indicates that attractive crew members might receive better ratings, it also suggests that passengers may overlook service flaws if the attendant is deemed attractive. This brings us to an important question: Is perceived attractiveness truly equivalent to providing better customer experience? It's crucial for industries to recognize and address these biases, ensuring that all employees are evaluated fairly based on their actual performance and contributions. Read the full study for more insights: https://lnkd.in/g2c6EAu9

🚀 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗼𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗙𝗼𝗰𝘂𝘀 𝗶𝗻 𝗔𝘃𝗶𝗮𝘁𝗶𝗼𝗻 🚀 Lufthansa Innovation Hub's recent analysis sparked a thought: 𝘄𝗵𝗮𝘁 𝗶𝗳 𝗮𝗶𝗿𝗽𝗼𝗿𝘁 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲𝘀 𝘄𝗲𝗿𝗲 𝗶𝗻𝗰𝗹𝘂𝗱𝗲𝗱 𝗶𝗻 𝘁𝗵𝗶𝘀 𝘀𝘁𝘂𝗱𝘆? 🤔 At KILSA Group, we develop our benchmark and trend analysis reports by conducting numerous interviews with airport executives and reviewing annual reports and industry studies. From this, I've noticed a significant emphasis on customer topics—likely around 30-40%, compared to airlines’ mere 4%. Terms like "exceeding passenger expectations," "delivering a seamless journey," and "creating memorable experiences" are frequently mentioned. Despite this focus, there's often a gap between intent and passenger perception. Common issues include misunderstandings of needs, communication failures, and inefficient implementations. On a positive note, I believe that 𝗮𝗶𝗿𝗽𝗼𝗿𝘁𝘀 𝗮𝗿𝗲 𝗶𝗻𝗰𝗿𝗲𝗮𝘀𝗶𝗻𝗴𝗹𝘆 𝗰𝘂𝗿𝗮𝘁𝗶𝗻𝗴 𝘁𝗵𝗲 𝗽𝗮𝘀𝘀𝗲𝗻𝗴𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲, not just in terminals but throughout the entire travel journey. Best practices highlight a common factor: a deeply embedded customer-centric culture. Everyone, from data analysts to CCOs, regularly "walks the floor," gaining invaluable feedback by stepping into the passengers' shoes. 𝗪𝗵𝗮𝘁 𝗱𝗼 𝘆𝗼𝘂 𝘁𝗵𝗶𝗻𝗸? 𝗪𝗼𝘂𝗹𝗱 𝗮𝗶𝗿𝗽𝗼𝗿𝘁 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲𝘀 𝘀𝗰𝗼𝗿𝗲 𝗵𝗶𝗴𝗵𝗲𝗿 𝗼𝗻 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗳𝗼𝗰𝘂𝘀 𝗰𝗼𝗺𝗽𝗮𝗿𝗲𝗱 𝘁𝗼 𝗮𝗶𝗿𝗹𝗶𝗻𝗲 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲𝘀? #airports #airlines #customer #passenger #hospitality #seamless #experience

WHEN YOUR ORGANISATION PUTS THE ENTIRE CUSTOMER EXPERIENCE AT THE VERY END OF THE QUEUE I recently had a concerning experience with Qantas. Vanessa Hudson, Petra Perry Catriona Larritt Doug Parker, Rob Marcolina Catherine Walsh. Last Saturday, my mother and a friend arrived at Melbourne Airport, and one of their tickets was purchased through Qantas. Given my mother's lack of English proficiency, and age, I had arranged for assistance ahead of time. Unfortunately, there was a misunderstanding at the airport, and the assistance was not provided as planned. Seeking a resolution, I approached the Qantas counter at the international terminal, only to be met with shocking disregard for customer service. The supervisor on duty, not only dismissed my concerns but was also rude and unhelpful. Even though the ticket was purchased through Qantas, with a Qantas booking number, and assistance was requested via the Qantas phone line, I was told that nothing could be done because the flight was operated by a partner airline. What followed was a perplexing runaround, with Qantas evading responsibility and sidestepping accountability at every turn. I was directed to the domestic terminal under the pretence of finding assistance from the partner airline, only to discover there was no such counter there. Then she told me to approach DNATA. The Dnata Office, supposedly capable of offering assistance, could only handle lost luggage, further exacerbating the frustration Returning to the Qantas international counter, I was met with further indifference and even hostility. The supervisor's repeated insistence for me to "GET OUT OF HERE" was the final straw. This experience reaffirms my decision never to purchase a ticket with Qantas. It's disheartening to see such a prominent airline prioritize profit over customer care. Qantas, it's evident from recent media coverage and my firsthand encounter that your customers are dissatisfied with the service provided. There is always room for improvement, and I urge Qantas to prioritize customer experience and accountability. Let's work towards creating positive interactions that not only retain customers but also build lasting trust and loyalty. #CustomerExperience #Accountability #Qantas #ServiceIndustry #ImprovementOpportunities

How does the Passenger Embarkation Solution enhance the overall customer experience and operational efficiency for passengers boarding a Cruise ship? https://lnkd.in/gEwZRkkx #cruiseship #cruise

🌟 **Delivering Exceptional Customer Service: The Heart of Every Journey!** 🌟 In the world of travel, customer service isn't just a department—it's the foundation of unforgettable experiences. 🌍✈️ From the moment a traveler books their ticket to the time they return home, every interaction matters. It's about more than just solving problems; it's about anticipating needs, adding personal touches, and going the extra mile to create memories that last a lifetime. Great customer service is: ✅ **Listening**: Truly understanding what our travelers need and desire. ✅ **Empathy**: Putting ourselves in their shoes and showing we care. ✅ **Innovation**: Continuously finding new ways to enhance their journey. ✅ **Consistency**: Providing the same high level of service, every single time. Let's make every journey extraordinary by putting our travelers at the heart of everything we do. Together, we can transform travel one smile at a time. 😊🌟 #CustomerService #TravelExcellence #GoingTheExtraMile #TravelIndustry #CustomerExperience

As we make our final boarding calls for that long-awaited summer vacation, some airlines seem to rise to the occasion more than others. Despite the fierce competition and individual customer preferences, one thing is certain: #travel is back and better than ever. Shepard (Shep) Hyken shares his analysis of the #ACSI’s 2024 Travel Study and how focusing on maintaining high operational standards and customer care is more crucial than ever in his piece for Forbes: https://lnkd.in/gTyzCCD6 #CustomerSatisfaction #CX