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What do and what cantravellers expect fromservices at airports?Rene Riedi, Dufry Eurasia FZECOO Retail Region Eurasia & Asia
Customer Service ExcellenceService standards:Airport management cannot pass the buck!
Customer Service ExcellenceWhat do and what cantravellers expect fromservices at airports?
Customer Service ExcellenceYou never get a second chanceto make a first impression!
Customer Service ExcellenceLost dwell time is lost shopping time75% more dwell time = 50% more retail turnoverA ‘global’ 20 mins extra dwell time = a ‘global’ extra $17bn
Customer Service ExcellenceWhat do and what cantravellers expect fromservices at airports?
Customer Service ExcellencePassengers will punish you for poor serviceby rejecting your retail offer
Customer Service Excellence1. “We are trying to figure out what are the bestpractices that we can employ to ensure that wehave world-class security and world classcustomer service.”US Secretary of Transportation, March 20021 2002
Customer Service Excellence2. “Over 90 % of ACI Europe airport members havesigned a voluntary commitment to improve theircustomer service”Accenture Study, Feb 2002
Customer Service Excellence3. “61% accepted that airports would have todevelop additional capabilities in CustomerService Management”European <strong>Airports</strong> Executives survey, Feb 2002
Customer Service ExcellenceWhat do and what cantravellers expect fromservices at airports?
Customer Service Excellence“Customer service is the single most importantprinciple that governs how we look afterpassengers whilst they pass through our airport.”Retail Director, BAA, Gatwick Airport
Customer Service ExcellenceWhat do and what cantravellers expect fromservices at airports?
Customer Service Excellence1. Passengers understand the need for security.
Customer Service Excellence1. Passengers understand the need for security.2. Great service at the “front-end” creates acustomer at the “back-end”.
Customer Service ExcellenceThe “front-end” service expectationA website?Airport road network directionsUser-friendly car parkWayfindingHelp desks“Greeters and guides”Managed queues
Customer Service ExcellenceWhat do and what cantravellers expect fromservices at airports?
Customer Service ExcellenceTake back controlHanding overcontrol to theairportSTRESSTheGoldenopportunityEatDrinkShopEnjoy!Handing overcontrol to theairlineArriving /Checking-in /SecurityDepartures lounge Boarding /departing
Customer Service ExcellenceTake back controlHanding overcontrol to theairportSTRESSTheGoldenopportunityEatDrinkShopEnjoy!Handing overcontrol to theairlineArriving /Checking-in /SecurityDepartures lounge Boarding /departing
Customer Service ExcellenceTake back controlHanding overcontrol to theairportSTRESSTheGoldenopportunityEatDrinkShopEnjoy!Handing overcontrol to theairlineArriving /Checking-in /SecurityDepartures lounge Boarding /departing
Customer Service ExcellenceRetailA golden opportunity to demonstrate service skills.
Customer Service ExcellenceDufry$XXX million sales$XXX million passengers
Customer Service ExcellenceDufry customer profilesRussia60% Russian20% CIS countries20% Other
Customer Service ExcellenceDufry customer profilesCambodia55% N Asian(inc China, Korea and Japan)
Customer Service ExcellenceDufry customer profilesSharjah35% India25% GCC (Gulf)15% Other Muslim countries15% European10% Russian / CISSharjah’s new DF store
Customer Service ExcellenceDufry customer profilesSingapore40% S.E Asia25% N Asia inc China10% European10% India15% Other
Customer Service ExcellenceThe retailers contribution toairport serviceMake it easy and effortless:• Staff numbers• Short queues at check-out• Knowledgeable sales people• Lots of languages• Opening hours that suit travellers
Customer Service ExcellenceRetailers’ expertise can help theairport’s service standards• Are the stores easy to locate?• Are they easy to get to?• Are they properly sign-posted?
Customer Service ExcellenceRetail promotion enhances the travellers experience• Do they inform and interest as well as incentivise?• Do they engage and enthral the passenger?• Do they provide fun, enjoyment and a captivation?Retail promotions are a kind of retail service!Travellers expect them!
Customer Service Excellence
Customer Service ExcellenceThe retailers contribution to airport serviceBetter customer understandingBetter service responses
Customer Service Excellence3 challenging developments1. The expansion of low-cost, no frills carriers2. The new generation of aircraft3. The emerging Chinese traveller market
Customer Service Excellence
Customer Service Excellence3 challenging developments1. The expansion of low-cost, no frills carriers2. The new generation of aircraft3. The emerging Chinese traveller market
Customer Service Excellence
Customer Service Excellence
Customer Service ExcellenceTop 10 airports by number of large aircraft using2020RankAirportNumber of aircraft1Heathrow1062Narita10034=5=57Hong KongSingaporeBangkokLos AngelesBeijing8866484840In 2022 more than half theworld’s fleet of 1,171 very largeaircraft will be used on flightsfrom just the top ten airports.=8Tokyo37=8Incheon3710Sydney35Source: Airbus
Customer Service ExcellenceTop 10 large aircraft routes: 202015LAXJFK22LHRCTS161616HNL2316HNDNRTSINFUK18HKG22TPENumber of aircraft16Source: Airbus
Customer Service Excellence3 challenging developments1. The expansion of low-cost, no frills carriers2. The new generation of aircraft3. The emerging Chinese traveller market
Customer Service ExcellenceWorld’s Top 10 Destinations: 2020RankCountryForecast(million)Average AnnualGrowth Rate (%)Market share2020 (%)1China130.07.88.32France106.12.36.83USA102.43.56.64Spain73.92.64.75Hong Kong (China)56.67.13.66Italy52.52.13.47UK53.83.43.48Mexico48.93.63.19Russian Federation48.06.83.110Czech Republic44.04.02.8Source: WTO
Customer Service ExcellenceWhat do and what cantravellers expect fromservices at airports?
Customer Service ExcellenceProviding seamless service excellence1. Everything that enhances the travellersexperience is a service issue.
Customer Service ExcellenceProviding seamless service excellence2. <strong>Airports</strong> must take responsibility and set thestandard for all its business partners to meet.
Customer Service ExcellenceProviding seamless service excellence3. Remember:Great customer service is a profitable activity
Customer Service Excellence“He profits most who serves best”A. F. Sheldon’s motto for <strong>International</strong> Rotary
Customer Service ExcellenceProviding seamless service excellence4. Sorry:Don’t expect travellers to thank you!
Customer Service Excellence“Blessed is he who expects no gratitude…he shall not be disappointed.”W.C. Bennett, American author and humourist
Customer Service ExcellenceProviding seamless service excellence5. Think differently:<strong>Airports</strong> are a service industry!
Customer Service Excellence
Customer Service Excellence
Customer Service ExcellenceThank you
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