While an airport and its services and amenities can sometimes be considered a type of retail environment, customer service in airports will still differ from that in a shopping mall or restaurant. It is a much larger operation, and the most outstanding characteristic of a preferred airport is having professional, courteous, and unified staff. This unity allows team members to answer passenger questions correctly and promotes a collective goal toward customer satisfaction across the board, which lends numerous perks to the airport.
One of those perks is the feeling of being on a united team with a shared vision. Establishing a client-focused goal helps unify airport staff to work harder as a team to ensure the customer is satisfied, whether by guiding a traveler to their appropriate gate or going above and beyond to assist a passenger. Customer service should excel in these three areas:
- Sanitation and Neatness
- Processes and Organization
- Commerce and Eateries
These three areas generally cover the essential needs of travelers throughout the airport. Ensuring travelers are pleased with cleanliness, processes, and commerce can improve an airport’s daily operations and reputation as well as help to establish repeat business.
Sanitation and Neatness
Sanitation and neatness are more or less self-evident — mainly ensuring bathrooms and other public areas are kept tidy and sanitary. Cleanliness and tidiness also overlap with processes.
Processes and Organization
Processes deal with maintaining a clear, easy-to-navigate area for checking in, baggage drop, and security checks are essential to keeping passenger foot traffic steady without causing congestion. This can include self-serve kiosks to:
- Reduce passenger waiting time.
- Address customer complaints and concerns with empathy.
- Assist passengers in navigating the terminals and gates.
Commerce and Eateries
Airport commerce is where traditional customer service is most prevalent as restaurant and retail employees are still part of airport staff and should aim to achieve the same client-focused goal.
Fostering Improved Customer Service
The power of “yes” is an excellent customer service tool that should be utilized whenever possible. It doesn’t mean that customers can get whatever they want when they ask for it, but it does encourage staff to find ways to help the customers with their requests and seek an agreeable resolution.
Similarly, it’s a good idea for staff to imagine themselves in the traveler’s shoes. Airport workers know the airport’s layout and operational practices, so it could be helpful for them to step out into the terminal and experience it as a passenger would. This allows staff to identify potential points of concern, such as areas with high congestion or places where passengers tend to get lost. The idea is to implement solutions to the problems as a team.
Part of what makes an airport known for excellent customer service is having a staff that solves problems before they arise, allowing travelers to feel their trip begins at the airport rather than when they leave it.
The key to smooth-running airport foot traffic is passenger flow. The idea is to have passengers seamlessly pass from check-in to security to the gate without needing to wait hours in between. While staff are usually uninvolved in the planning process for designing airport layouts, they can help improve passenger flow without additional construction requirements. Their understanding of the airport is paramount to improve passenger flow.
Cutting queue time is the best way to move waiting crowds and avoid running into friction points throughout the terminal. There are several airport innovation ideas to reduce queue times.
- Automation: Online check-ins or self-serve kiosks reduce the number of people lined up to see an agent, allowing more people to check in quickly and efficiently. Automation also reduces some of the potential stress of air travel so passengers can head straight for security with their pre-printed boarding pass when they arrive.
- Communication: Informing passengers ahead of time via email or text message about where they need to go and what options they have can help reduce the risk of hundreds of passengers showing up at the same time or stressing out over inconvenient changes. Informing travelers of automated options that they can do from home or on the go means they are aware of any changes, delays, or cancellations.
- Signage: The benefits of proper signage cannot be emphasized enough, especially when improving customer service at the airport. Passengers who do not require assistance navigating the airport are more relaxed and leave staff free to help those with more urgent concerns. Incorporating easy-to-understand pictograms and multilingual signage increases the volume of travelers who can interpret the signs, thus improving the airport experience for a larger group of people.
Security barriers are another solution for those wondering how to improve the layout of airports. These security barriers are optimally utilized when positioned in an organized way so that travelers aren’t forced to walk through a cyclical lineup. The organization of the barriers in an ideal layout maximizes the efficiency of the space in the pathways.
As newer generations become the target consumers, airports must adapt and upgrade to suit their unique needs. While some features are evergreen, such as cleanliness and wayfinding, other features to include in airports for passengers change with the times and provide convenience and comfort.
Ample Seating
One of the most frustrating things about air travel is often the inability to find available or adequate seating, especially if a person has a long wait ahead. Finding seating can be even more challenging for those traveling in groups or with family.
Providing sufficient comfortable seating throughout the terminal and gates allows passengers to rest and catch their breath after the hustle and bustle of security checks and finding the right gate. Ample, comfortable, and well-maintained seating takes the stress out of airports, allowing passengers to begin their vacation or business trip in earnest.
Electrical Sockets
Nowadays, travelers rely on their smartphones and are always looking for an available electrical socket to charge electronic devices. Ensuring there are enough outlets for charging phones, tablets, and laptops is an indirect way to help passengers relax.
A charged device means they can entertain themselves or complete work before their vacation or work travel. Those on business trips will appreciate being able to work before boarding their plane.
Regarding airport layout improvements, install outlets at every seat or more evenly distributed throughout the gates, instead of only at a handful of locations throughout the terminal. When a traveler is starting a vacation, it is ideal to have access to an outlet nearby versus finding one in a busy walkway or path without seating and having to sit on the floor near the charging device.
Ambiance and Atmosphere
Every place has a unique ambiance that can affect how a traveler feels, including calm and serene versus stressed and anxious. Improving an airport involves making small changes, such as changing out harsh, unflattering lightbulbs for softer, more calming options. Adding plants or even creating an indoor garden is another way to improve airports for a calming, gentle ambiance. Similarly, installing artwork can be a great way to encourage people to spend extra downtime browsing the terminal.
Restaurants and Retail
Airports are increasingly incorporating a vast selection of eateries and retail shops for travelers because airports know that passengers can spend their extra time shopping and dining, which helps generate increased airport revenue.
A variety of eateries and stores spread throughout the terminal encourages travelers to spend money by enjoying a nice meal or purchasing souvenirs or other items on the go. These establishments also encourage travelers to arrive at the airport earlier, skipping over any potential rushes to leisurely enjoy shopping and dining before the flight.
This also helps prevent heavy congestion in other areas of the airport, such as the gate seating areas, and provides something for people to do while waiting for their flight.
Activities for Passengers
One of the worst things about airports is inevitably waiting. While a lot of it can be alleviated with solutions to steady passenger flow, there are other times when it is truly unavoidable, such as while waiting at the gate before a flight or if a flight is delayed. Shopping and dining are two ways to occupy travelers who have a long wait ahead of them, but other activities can also be entertaining.
An indoor play area for kids is one idea that keeps children occupied and allows them to burn energy before boarding a flight. Indoor gardens or art exhibits are other forms of entertainment activities to consider for travelers. Some airports even include gyms or yoga studios to allow passengers to spend their extra time on fitness.
