Airport Experience® News - Customer Service Issue 2024

OCTOBER/NOVEMBER 2024

Dear Readers,

OCTOBER/NOVEMBER 2024 / V22 N258

Virtually every airport director and every airport concessions executive I speak with mentions a focus on customer service and the traveler experience. Customer service has always been a centerpiece, but efforts have ratcheted up throughout the industry to focus on an optimal traveler journey from curb to gate. This issue of Airport Experience News Magazine spotlights a few of those efforts, starting with the personalization of the passenger journey. Technology is allowing airports and concessionaires to tailor offerings and solutions for every traveler on an individualized basis. Another article in this issue highlights airport concessions that have ties to charitable concerns and whose revenues help support those causes. These and other features in this issue showcase some of the many actions airports and concessionaires are taking to enhance the traveler journey. Looking ahead, our year-end issue will focus on leadership, and we have several features in the works including our annual Director of the Year coverage. We’re also focusing on mentors and mentees with a project highlighting some of the most dynamic relationships in the industry. If you are being mentored, or if you are mentoring an industry up-and-comer, please reach out to me at carol@airportxnews.com for potential inclusion in our coverage. Finally, awards nominations are underway! Nominate your industry favorites through our nominations portal found at https://www.airportxnews. com/axc-awards/. Nominations close November 8.

PERSONALIZING THE

JOURNEY

CAUSE-FOCUSED CONCESSIONS THRIVE AIRPORT LOYALTY PROGRAMS BRING BENEFITS COFFEE GOES HIGH TECH

Thanks!

Carol Ward Editor-in-Chief

Airport Experience News carol@airportxnews.com

4

AX NEWS OCTOBER/NOVEMBER 2024