Airport and commercial partners partnership model for a happier passenger
09 Apr 2025
N105
Commercial development – retail, F&B, concessions and experience
Lithuanian Airports has more than 180 partners who help to ensure smooth operations, generate non-aviation revenues and contribute to the passenger experience. The last area can be easily measured using tools like NPS, ASQ, or other passenger opinion surveys. However, a much harder task is to find ways and methods to make passengers' experiences genuinely matter to the partners. Since 2018, the ABC tool implemented at Lithuanian Airports has been transformed into a consistent model for creating sustainable partnerships. It is based on continuous and systematic communication, a motivational system, a one-window communication channel and involvement in strategic projects.
- How to create a partnership model with commercial partners, which makes passenger happier
- How to motivate commercial partners to implement customer service standards
- How the airport can contribute to a bigger revenue of non-aeronautical partners
- How to build sustainable partnerships at the airport
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