Airport Experience® News - Customer Service Issue 2023

Editor’s Note: Virtually every North American commercial airport has a focus on customer service. Some programs are more robust than others, of course, but there’s widespread acknowledgement of the importance of providing an airport experience that is easy to navigate, helpful and as stress free as possible. In this article, AXN spotlights six specific programs at six unique airports, highlighting the diverse and creative thinking underway as each airport strives to constantly improve its customer service offering. Each of these efforts is just one aspect of the comprehensive guest experience program undertaken by the airport.

operations and guest experience, creating the best possible passenger experience,” Pateman says. “If you can remove a lot of the stress points and decision making…, then [passengers] go through the processes faster, they get post-security, they’re happier. And at the end of the day, it translates into revenue, because happy people spend way more money than stressed out people who just want to get to their gate. YVR’s financial commitment is no small thing. Plans call for more than doubling the already robust guest experience team. “Currently we’re at about 120 individuals and we have a plan to probably add another 190 next year,” says Pateman, noting that those are staff positions, not volunteers. “On top of that, we have 400-plus volunteers who work four-hour shifts. With them, we’re going to be close to 700-800 on our guest experience staff.” The more than 300 paid staff will focus solely on the guest experience, Pateman continues. “They’re at the information stands, walking the terminal, helping people find things,” he says. “We’re looking at a trial program this winter on concierge and curbside greeters to welcome passenger to the airport. They’ll welcome the passenger [and direct them

YVR’s Big Investment Eric Pateman, the new chief experience officer at Vancouver International Airport (YVR), is a strong believer in humans over technology when it comes to customer service. “The big piece that I have learned over 25 years in [the hospitality] industry is the reality is that humans connect with humans,” says Pateman, who also holds the title of vice president of guest experience for the airport. YVR President and CEO Tamara Vrooman has “a very community minded, guest experience focus,” he adds, and is willing to invest heavily to reach lofty customer experience goals. “We’re in a very fortunate position in that we’re moving some of our financial acumen and resources to focus more on

Opposite page, Left: Vancouver International Airport places a big emphasis on human connections, and is expanding its already robust customer experience team with the goal of providing a five-star airport experience.

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AX NEWS CUSTOMER SERVICE ISSUE 2023