Terminal 2025: it's all in the details
09 Apr 2025
TBC
Customer service, passenger and workforce experience
The airline and its consultants have spent the last several years repeatedly auditing its hub airports across 600 variables and prioritizing customer experience improvements. Customer experience excellence is a moving target at airports, with almost daily upgrades across the industry. Nevertheless, great progress has been made, including wayfinding, digital signage, security, seating, restrooms, Wi-Fi, clubrooms, baggage, check-in, transit, concessions, website and accessibility. The airline is hyper-focused on the customer experience on the ground and in the air.
- Airport excellence is a moving target
- What gets measured gets managed
- Customer needs are constantly changing
- Improvements in the customer experience not only drive customer satisfaction but also generate revenues
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