Airport Management’s Post

OTP and customer satisfaction are directly correlated, operations statistically run safer and the economic benefits are significant. Safety and On Time Performance are two of the most important factors of a successful airline that requires collaboration from airports and agencies as well.

It’s holiday travel time; what airline will you choose? The #ACSI’s latest travel study ranks the top airlines based on their #CustomerSatisfaction score. Business Insider brings you the top results just in time for the holidays: https://lnkd.in/gS_NWfnp

Ensuring high quality service is our commitment!🌟 But how do we do it?👇 Our internal quality team follows strict compliance procedures, subjecting our business management systems to regular internal audits, and hosting regular client audits. We go the extra mile to ensure the perfect blend of customer satisfaction and cost control. Investing heavily in our Management Information (MI), we leverage data to guarantee the excellence of our services. Constantly reviewing both historical and ongoing MI, we've cut down hotel stays, saving a client nearly £1000 per claim! Our meticulous methodology extends to analysing and scrutinizing claim journeys in multiple dimensions. With monthly in-depth service reviews, we spot trends early on, keeping our quality game strong! Are you ready to redefine excellence with Rapid Relocate?👏 #quality #clientsatisfaction #customersatisfaction #costcontrol #emergencyaccommodation #alternativeaccommodation

The Baggage Handling Experience: Unveiling Insights!   Understanding passenger perspectives is key to improving travel experiences. On our latest poll we asked you what aspects of baggage handling you find most challenging or frustrating. Let's delve into some eye-opening statistics on what you perceive as the worst aspects of the baggage handling process.   Long Wait at Baggage Claim (40%) It's no surprise that a significant 40% of travellers dislike a long wait at baggage claim. Time is a valuable commodity, and after a tiring journey, all we wish for a seamless arrival experience. Addressing this concern is crucial, as reducing wait times can lead to increased customer satisfaction and improved perceptions of an airline or airports efficiency.   Poor Communication from the Airline (28%) Clear and timely communication is the foundation of a positive customer experience. The fact that 28% of you highlight poor communication as a concern, points to an area that demands immediate attention. Ensuring transparent communication during delays, disruptions, or any baggage-related issues can significantly impact how customers perceive an airline's commitment to excellent service.   Delayed Baggage Arrival (26%) When travellers arrive at their destination, they eagerly anticipate their baggage’s swift appearance on the carousel. However, for 26% of you, delayed baggage arrival remains a frustrating reality. Implementing streamlined processes and investing in tracking technologies (such as ours, of course!) can help minimise such delays, turning a negative experience into a positive one for passengers.   Damaged Baggage (6%) While it might be a smaller percentage, the 6% of you who find damaged baggage frustrating represent an important group. Handling passengers' belongings with care reflects an airlines or airports commitment to excellence. Reducing instances of damaged baggage requires continuous training for baggage handlers and investing in state-of-the-art handling equipment to safeguard belongings.   The Path Forward These insights offer valuable opportunities to prioritise and enhance the baggage handling process. By addressing these concerns, we can elevate customer satisfaction, loyalty and advocacy, as well as maximising efficiency and helping the planet by employing sustainable practices whilst we implement change.   #customerexperience #airlineindustry #baggagehandling #passengerexperience

Top-performing airlines are setting themselves apart with friendly staff. According to the J.D. Power 2024 North America Airline Satisfaction Study, big investments made by airlines in staff training and enhancing overall flight experience through friendly, attentive service have led to improvements in customer satisfaction—despite the endless crowds, stuffed overhead bins and expensive fairs. 🔑 Key findings: - Although airline ticket prices have surged following the pandemic lull in air travel, the primary drivers of overall airline customer satisfaction remain the ease of travel and trust. - Passengers' satisfaction levels for trust dip substantially (400 points on a 1,000-point scale) if they encounter negative news coverage about an airline's performance. 👉 Learn more from the press release:

🛫✈️ **Customer Service Lesson: A Tale of Delayed Disappointment** ✈️🛫 Today, I experienced a 7-hour flight delay, only receiving notice 2 hours prior to departure. 🕰️ After contacting the airline's service line, the offered solution was a full refund if I chose to cancel. While a refund is appreciated, the lack of proactive service recovery left me pondering the importance of timely communication and passenger support. 🤔 **Key Learnings:** 1. **Communication is Key:** Timely updates are crucial to manage expectations and minimize inconvenience. 2. **Proactive Service Recovery:** Beyond refunds, airlines should offer proactive solutions to mitigate the impact on passengers. 3. **Customer-Centric Approach:** Empathy and understanding go a long way in retaining customer loyalty. Let's encourage airlines to embrace these lessons for a smoother travel experience. Share your thoughts on how we can collectively improve the customer experience in such situations. ✈️🌐 #CustomerService #TravelExperience #PassengerRights

How GenAI can help airline passengers using intent and sentiment to answer questions quickly about current travel conditions and store that information on customer profile. Kore.ai Agent Assist XO platform

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.

#UnderstandCustomers #BeHumble #CustomerLoyalty I wrote this article to discuss the importance of respecting and understanding the needs of customers. It's easy to think you are irreplaceable, however, customers have the ultimate power and must be treated with the respect and dedication they deserve to ensure customer loyalty. Don't Be Arrogant; You Need Your Customers More Than They Need You. - Operational Excellence Society https://lnkd.in/e-Kq9DNJ

#UnderstandCustomers #BeHumble #CustomerLoyalty I wrote this article to discuss the importance of respecting and understanding the needs of customers. It's easy to think you are irreplaceable, however, customers have the ultimate power and must be treated with the respect and dedication they deserve to ensure customer loyalty. Don't Be Arrogant; You Need Your Customers More Than They Need You. - Operational Excellence Society https://lnkd.in/e-Kq9DNJ