Airports around the country are encouraging their employees to go out of their way to solve traveler problems as a way to enhance travelers experiences beyond simply finding cheap fares and staying at discount hotel rooms. Courtesy is being stressed as airports find that improved customer service can contribute to their bottom lines.
Oregons Portland International airport recently rolled out a roadway to runway initiative challenging all 10,000 of its airport workers, including airline, rental car, retail, taxi and TSA employees, to improve passengers experiences at the airport by offering superior customer service.
Airport staff observed exceeding customer expectations as well as employees who receive positive feedback from passengers will qualify for special recognition and prizes.
The Minneapolis-St. Paul International Airport repeatedly wins awards for its services and amenities. Even so, this airport is currently training roving ambassadors who will approach travelers who look like they could benefit from assistance. The goal is to improve travelers image of the airport, thus increasing the likelihood of passengers choosing to travel through their airport.
Many employees at New York Citys three major airports have taken a course which teaches strategies to help airport staff calmly and successfully deal with travelers who are stressed out, confused, or upset. Employees are being encouraged to be empathetic, good listeners, adaptable and creative problem solvers.