What are the core elements of passenger experience and customer services in Middle East and European airports?
There are many factors that define the quality of passenger experience in any airport, so finding the right blend of design, architecture and customer services is a skilful art. As airports compete more intensely for business there is a growing need for them to focus on the customer services and convenience that passengers demand. A pleasant experience in an airport fuels repeat business in the future, but efforts to take care of customers and provide them a pleasant environment must be balanced with cost-efficiency. Finding that balance can be a major boost to business. “The quality of passenger experience is what makes the customer return for a repeat journey. The good will and positive feeling that this generates is spread both virally and otherwise, enhancing the reputation of the airport considerably. In short, it’s a very effective marketing vehicle in itself,” says Sharjah International Airport director general Dr Ghanem Al Hajri.
