Customer Feedback Driving Latest Airport Improvements; Known for Being Faster, Easier and Friendlier., Liverpool John Lennon Airport Is Listening to Passengers and Acting on Suggestions in an Eff Ort to Create the Best Airport Customer Experience

Liverpool Echo (Liverpool, England), February 2, 2016 | Go to article overview

Customer Feedback Driving Latest Airport Improvements; Known for Being Faster, Easier and Friendlier., Liverpool John Lennon Airport Is Listening to Passengers and Acting on Suggestions in an Eff Ort to Create the Best Airport Customer Experience


AN EXTRA 320,000 passengers chose to use Liverpool John Lennon Airport last year, taking advantage of the increased choice of airlines, services and destinations and throughout the year the Airport has been asking its customers about their airport experience. LJLA now has a growing reputation for being Faster, Easier and Friendlier. with a best in class operational performance. Customer feedback sees the airport top performance tables when it comes to the speed of security screening, baggage delivery times, reduced queue times and ease of access. However, passengers also highlighted that there remained certain parts of the passenger journey through the airport that were in need of improvement in order to provide the best possible experience. With input invited from a cross section of leisure and business passengers, as well as from various tourism and customer service practitioners from across the region, the Airport has involved its customers throughout the planned improvement process. Th is has also included working with individuals who have previously expressed less favourable feedback about a part of their customer experience, inviting them back to show that the Airport has listened and to see the improvements made for themselves. Th is customer focused approach has also seen a number of volunteers recruited to assist passengers as they pass through the airport. Known as Airport Ambassadors, they conduct airport customer surveys, assist during various events taking place at the airport and help out at busy times to give passengers advice and assistance. But perhaps the best part is that the Airport commitment to strive for an even better customer experience is starting to pay off . Latest feedback from independent customer surveys shows that passengers are now happier than ever with their journey through the Airport and with more improvements under way, customer ratings are set to become even higher over the coming months. …

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Customer Feedback Driving Latest Airport Improvements; Known for Being Faster, Easier and Friendlier., Liverpool John Lennon Airport Is Listening to Passengers and Acting on Suggestions in an Eff Ort to Create the Best Airport Customer Experience
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