ACI World - Airports Council International’s Post

It will be great to be back at the Passenger Terminal EXPO & CONFERENCE ✈️ this week in Frankfurt. I’m really looking forward seeing everyone and especially to co-chairing the Customer Service and Employee Experience tracks with the brilliant Claire Donnellan, MBA, GAICD, IAP. I will be speaking too so will share insights from my recent research that helps make the case for Customer Experience Management and understand where the opportunities lie, including – - quantifying how much more passengers are willing to spend at an airport if it’s a good experience - and how much less they would spend if they have a bad time - what is it that airlines do that make them a favourite – or one to avoid at all costs? - if a delay or cancellation is handled well, what impact does that have on future loyalty and advocacy – and if it’s handled badly but the flight gets away in the end, does it really matter? (spoiler alert, yes it does!). Over the three days we have the luxury of richly insightful speakers and panellists who will share their thoughts, lessons and successes over a range of relevant topics from Accessibility and data to trends and technology. The sessions will be full of practical ways to ensure the right experiences for passengers and colleagues lead to better commercial and strategic outcomes. If you’re there, do come to our track and say hello!

It will be great to be back at the Passenger Terminal EXPO & CONFERENCE ✈️ this week in Frankfurt. I’m really looking forward seeing everyone and especially to co-chairing the Customer Service and Employee Experience tracks with the brilliant Claire Donnellan, MBA, GAICD, IAP. I will be speaking too so will share insights from my recent research that helps make the case for Customer Experience Management and understand where the opportunities lie, including – - quantifying how much more passengers are willing to spend at an airport if it’s a good experience - and how much less they would spend if they have a bad time - what is it that airlines do that make them a favourite – or one to avoid at all costs? - if a delay or cancellation is handled well, what impact does that have on future loyalty and advocacy – and if it’s handled badly but the flight gets away in the end, does it really matter? (spoiler alert, yes it does!). Over the three days we have the luxury of richly insightful speakers and panellists who will share their thoughts, lessons and successes over a range of relevant topics from Accessibility and data to trends and technology. The sessions will be full of practical ways to ensure the right experiences for passengers and colleagues lead to better commercial and strategic outcomes. If you’re there, do come to our track and say hello!

See you there! #TTGlobal2024 #TTNAM24 #transportticketing #transitpayments #smartticketing #farecollection #automaticfarecollection #mobility #ticketing #publictransport #payments #masstransit #urbanmobility #transportation #contactlesspayments

On March 10, 2024, Airports Council International (ACI) World and Amadeus announced the winners of the Airport Service Quality (ASQ) Awards, recognizing the best airports for customer experience based on passenger ratings. The awards utilize a detailed methodology involving direct traveler surveys across more than 30 performance indicators. In 2023, 595,000 surveys resulted in 170 awards for 90 airports worldwide, with categories such as Best Airports by Size and Region, Most Dedicated Staff, and Cleanest Airport. Nine airports excelled in all departure categories, significantly improving the travel experience. Additionally, eight airports were recognized in the ACI World - Airports Council International Director General’s Roll of Excellence for consistent excellence. The award recipients will be celebrated at the ASQ Awards Gala Dinner during the 2024 ACI World Customer Experience Summit in Atlanta, USA, from September 23-26, underscoring the industry's focus on enhancing passenger satisfaction and innovation. 🔗 Check more info: https://lnkd.in/eKDxrgug

At IFS, we truly believe in the impact that technology-driven solutions have on enhancing customer experiences. 🌐 ✈️ An example of this can be seen at certain airports, who are revolutionizing the airport security process – read how in Vaibhav (Vaibs) Kumar's blog. 👇

At IFS, we truly believe in the impact that technology-driven solutions have on enhancing customer experiences. 🌐 ✈️ An example of this can be seen at certain airports, who are revolutionizing the airport security process – read how in Vaibhav (Vaibs) Kumar's blog. 👇

My every customer getting a compitive price either in retail or in travel solution.

Delivering excellent service doesn't have to be complicated. It all boils down to the fundamentals: making someone feel that they matter ☝ ... even in the absence of advanced service technology. 📞 Check the difference between two airline agents! https://lnkd.in/dyhFHKk2 #serviceexcellence #customerservice #customersuccess #salesforceservicecloud #contactcenters

Morning soundbite at Future Travel Experience Ancillary & Retailing during the presentation by Charlotte Posada Kandel of SunExpress: The airline website was managed by the PSS provider. A simple change of font required a change request to the provider, with related time and cost. The new modular approach 👇makes the changes easier and quicker, and the customer experience better. #digitaltransformation #customerexperience #thinkmodular

🚀 Unlocking New Growth Opportunities and Operational Efficiency in Travel Industry 🌍 The travel industry is evolving to meet hyper-personalized consumer expectations. By transitioning to asset-light and efficient models, businesses can leverage predictive processes to protect margins. Cloud, automation, cognitive analytics, and AI are key to digitizing operations. Our Business Process as a Service model combines consulting, technology, and service to: ✨ Transform the Omnichannel Customer Journey with real-time AI algorithms. ✨ Lower the Cost of Doing Business through advanced analytics and machine learning. ✨ Unlock an Outcome-Based Partnership Model aligning performance with business strategy. ✨ Deliver Hyper-Personalized Engagements for unforgettable customer experiences. Join us in this journey to enhance operations, customer experiences, and revenue growth across the Travel, Transportation, and Logistics industries! #TravelInnovation #AI #CustomerExperience #BusinessTransformation #DigitalInnovation #Airlines #SutherlandTravel