We attended the Passenger Terminal Expo and Conference in Copenhagen March 29-31, where 3500+ industry attendees gathered to listen and debate topics across the full range of airport issues. We focused especially on presentations that dealt with and impacted the Passenger’s Travel Experience.

Our expectation was that we’d learn how the airports were implementing strategies centered on the passenger (customer). In many cases, the presentations and subsequent discussions dealt with the airport’s discrete strategy rather than a customer engagement strategy. In essence, many presenters left us with the impression it was about the airports versus their passengers – suggesting that airports need to consider their strategic direction.

By this we mean that the passenger is obligated to engage with each separate part of their travel journey, usually on terms defined by the airline or airport. That means the customer must master each of the airline, airport, hotel, car rental, ground transportation, etc. websites or interfaces in deference to their own unique needs.

All that said, we were particularly impressed with the presentation from John Holland-Kaye, Commercial Director, BAA Airports and his view …

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When airlines across the world are cringing due to rising costs and reacting in a knee-jerk manner, hurting both employees and customers, Air New Zealand (ANZ) has taken a bold step in customer service practices and introduced an in-flight concierge on board. The concierges will commence their new roles flying the airline’s London to Los Angeles route, and later operate on flights out of New Zealand. The concierges will be providing a range of services, from travel advice to assistance with onward bookings, to all Air New Zealand’s passengers in the plane, regardless of the class they are in. They will be dedicated to assisting customers with questions and will have no additional roles.
Great for customer retention
This initiative by ANZ is worth a standing ovation. It reflects tough adherence to company standards, even in times of crises. It is such distinguishing services that will make the customer feel the center of the universe – a key to success in service industries. Hotels like Ritz-Carlton to a great job at doing this, …