A Little Customer Care


To: Atlanta Hartsfield-Jackson Airport (and many other airports)
From: A Frequent Customer
Date: October 17, 2007
Subject: Customer Service

Please take a lesson from Phoenix Sky Harbor International Airport: friendly volunteers greet customers entering the main concourse area, interesting shops and great fast food burritos. However, the very best is  "For your convenience, Phoenix Sky Harbor International Airport proudly provides Wireless Access to the Intern, without charge."

In fact, the airport has a customer service policy that puts customers first with a vision to create "Americans friendliest airport."

At Sky Harbor, customer service is second only to security. Ensuring a positive experience for all who visit and/or interact with the Airport in any way is a top priority for all aviation staff.

Now if they would add some social media .. would be very cool!

Off to find that burrito before I take to the friendly skies!


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Cool - ain't it!? Hope you are having fun!


Posted by: Rajesh on Oct 18, 2007 1:04:22 AM

Rajesh - Very cool. Why don't all airports have free wifi and for that matter hotels as well?

Posted by: Toby on Oct 18, 2007 11:38:03 AM

Toby - this is one of my pet peeves! It is a relatively low cost item that provides the modern traveler with an array of tricks while "interned" at the airport.

I would think the airlines would even kick in to pay for it, at least at their primary hubs.

Not only is it good customer *support* it would actually allow laptop-enabled passengers to rebook themselves when cancellations occur. That saves operations costs, shortens lines and tempers too.

Posted by: Roxanne Darling on Oct 18, 2007 8:41:18 PM

Toby, with great customer service like that, my guess is that passengers choose to fly from/through Phoenix Sky Harbor when they can - which is a boon for all the businesses there!

I love the focus on customer service in the airport's policies as well. Making customer service a priority needs to be a written part of the master plan, not just "random acts by friendly customer service personnel." Outstanding customer service is part of a repeatable process.

The free WiFi helps, too! :-)

Did you send the letter?? You should.

Posted by: Becky Carroll on Oct 19, 2007 10:57:51 AM

@Roxanne - Me too! I just don't get why something that is surely relatively inexpensive - I mean if local coffee shops can include free wifi? - is not SOP for all airports and hotels. Your focus on the bottom-line should encourage the 'suits' that thinking out of the box is more than a nice thing to do .. it can be a profitable thing to do.

@Becky - Would that all airports put customers after safety .. imagine what that would do for the harried traveler! Seems there should be a way to combine both. Nope, have not sent the 'memo' to anyone .. perhaps I should email the link to all major airports ;-)

Posted by: Toby on Oct 20, 2007 9:41:21 AM

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