Airport Experience® News - Customer Service Issue 2023

CUSTOMER SERVICE ISSUE 2023

Dear Readers,

CUSTOMER SERVICE ISSUE 2023 / V21 N250

Welcome to AXN’s first issue focused on the customer experience and customer service. We all know the importance of ensuring the best possible experience for passengers – most of you live than mantra every day in your working lives. This issue of AXN highlights some of the most impactful customer experience initiatives in the airport and concessions businesses. On the airport side, we highlight six unique programs underway, all designed to ensure travelers have a pleasant, stress-free journey through the airport. A few of those programs focus on front line workers because, as several sources noted, those individuals are ambassadors for the airport. This issue also highlights how concessionaires track and react to customer service challenges and how airports are investing in high tech wayfinding to ease the traveler journey. Within the industry, the call for data sharing and enhanced data collection strategies is getting louder each day. This issue highlights some progress made on data sharing between airports and concessionaires, as well as some choke points in the process. All this and much more can be found in the following pages. Finally, Team AXN is beginning the review process for nominations for our annual AX Awards. Thanks to all of you who nominated - we were overwhelmed with submissions right up until midnight on November 10! Finally and as always, a big thank you to all our readers and advertisers who are crucial to our ongoing efforts to connect the industry. We appreciate the continuing support and hope you enjoy this issue of AXN!

AIRPORTS, OPERATORS MAKE HEADWAY ON DATA SHARING

CONCESSIONAIRES TRACK AND OPTIMIZE CUSTOMER SERVICE

AIRPORTS SHARE GUEST SERVICE INITIATIVES

AIRPORT WAYFINDING GOES DIGITAL

All the best,

Carol Ward Editor-in-Chief

Airport Experience News carol@airportxnews.com

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AX NEWS CUSTOMER SERVICE ISSUE 2023