7.3 Customer Service
Today’s airport operators must be committed to providing an excellent airport customer experience. A well-thought-out customer satisfaction plan will assist the airport in providing an excellent customer service experience that exceeds its customers’ needs and expectations consistently. Regardless of airport size or location, improving customer satisfaction has become an important business strategy for airports in attracting and retaining customers.
ACRP Report 157: Improving the Airport Customer Experience
Documents notable and emerging practices in airport customer service management that increase customer satisfaction while recognizing the different types of customers and types and sizes of airports.