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From page 67... ... 67 This chapter presents overviews of customer service programs at five leading international airports outside the United States. The chapter also describes some of the fundamental differences between U.S. Read the entire page →
From page 68... ... 68 Improving the Airport Customer Experience 4. Munich Airport, named by Skytrax as a five-star airport, the third-best airport in the world, and the best airport in Europe for 2015. Read the entire page →
From page 69... ... Customer Experience Management Approaches and Customer Service Programs at Leading Non-U.S. International Airports 69 The next highest-ranked airport is Miami International (MIA) Read the entire page →
From page 70... ... 70 Improving the Airport Customer Experience duties and excise taxes of 40% or more are typical on imported luxury goods, airport duty-free shops offer meaningful savings that generate high revenues for the airport. Seoul Incheon provides an example. Read the entire page →
From page 71... ... Customer Experience Management Approaches and Customer Service Programs at Leading Non-U.S. International Airports 71 a less intimidating, less stressful experience. Read the entire page →
From page 72... ... 72 Improving the Airport Customer Experience Skytrax also produces a ranking of the world's predominantly domestic airports, as shown in Figure 5-3. On this list, U.S. Read the entire page →
From page 73... ... Customer Experience Management Approaches and Customer Service Programs at Leading Non-U.S. International Airports 73 With a home market of only 5.5 million, Singapore Airlines' long-haul success has historically relied on superior in-flight service and an industry-leading hub airport to compete. Read the entire page →
From page 74... ... 74 Improving the Airport Customer Experience 5.4 Seoul Incheon 5.4.1 Ownership and Governance Seoul Incheon International Airport (ICN) is owned by the South Korean government and operated by the Incheon International Airport Corporation (IIAC) Read the entire page →
From page 75... ... Customer Experience Management Approaches and Customer Service Programs at Leading Non-U.S. International Airports 75 ICN is the headquarters and principal base of operations of Korean Air and Asiana Airlines, which operate extensive long-haul services to destinations around the world. Read the entire page →
From page 76... ... 76 Improving the Airport Customer Experience Schiphol has been a leading airport in terms of customer service for several decades, long before the rise of the Asian and Middle East hubs and the improvements at major hubs in Europe. With a home market of only 5.5 million, Schiphol, as KLM Airlines' major hub, had to rely on drawing connecting traffic from other parts of Europe to thrive. Read the entire page →
From page 77... ... Customer Experience Management Approaches and Customer Service Programs at Leading Non-U.S. International Airports 77 5.6 Munich Airport Munich Airport (MUC) Read the entire page →
From page 78... ... 78 Improving the Airport Customer Experience FMG has an unusually high degree of control over the services provided to the public, airlines, and other tenants through its subsidiary companies, some wholly owned and others partly owned, that provide services and operate concessions and facilities at the airport. While most airports' staff have limited direct contact with passengers, Munich Airport and its sister companies have direct contact with passengers at check-in, security inspection, food and retail concessions, passenger services, baggage services, and often at the departure gates. Read the entire page →
From page 79... ... Customer Experience Management Approaches and Customer Service Programs at Leading Non-U.S. International Airports 79 "Corporate Strategy: Munich Airport's corporate strategy 2025 is based on the principle of sustainable development. Read the entire page →
From page 80... ... 80 Improving the Airport Customer Experience YVR is focused on a 10-year gateway strategy intended to "build a world-class, sustainable gateway between Asia and the Americas" (YVR, no date) Read the entire page →
From page 81... ... Customer Experience Management Approaches and Customer Service Programs at Leading Non-U.S. International Airports 81 Asia. Read the entire page →

From page 67...

... 67 This chapter presents overviews of customer service programs at five leading international airports outside the United States. The chapter also describes some of the fundamental differences between U.S.