Airport Experience® News - Customer Service Issue 2025

TREATMENT THE VIP

Deck

BY AUTHOR

Concierge Services Are Redefining The Airport Experience

In September 2023, Denver International Airport (DEN) launched its Den Travel Assist service in response to growing demand from just about every type of traveler. “Our customer service team would consistently receive requests for meet and-assist services from customers in need of an extra pair of hands,” says Sarah Bruton, DEN’s senior director of customer service. This included elderly travelers unsure of how to navigate the airport; parents traveling with small children who needed help carrying car seats; parents

with teenaged children traveling alone who didn’t necessarily need the airline’s unaccompanied minor program but wanted peace of mind that their child was in the right place at the right time; and high profile, well-known personalities who wanted to travel through the airport as quickly and efficiently as possible. “One of DEN’s Vision 100 guiding principles is elevating the customer experience, so adding a program to meet customers’ needs and wants made sense,” Bruton says.

BY SALLY KRAL

20

AX NEWS OCTOBER/NOVEMBER 2025