Rising Issue: Although our client, an airport operator managing several international airports, has managed to maintain an acceptable level of service, passengers continue to face challenges during transit through the airports. These challenges stem from confusion regarding the flow and arrangements within the airport terminal, impacting the passenger experience and overall satisfaction.
Collaboration Objective: Our client aims to eliminate the issues passengers face when visiting their airports. To achieve this goal, they strive to implement a service blueprint standard that simplifies processes and enhances the overall airport experience for travelers.
What We Do: To develop a comprehensive and effective service blueprint, we conducted various studies and observations, carefully comparing best practices with the current situation. We analyzed various aspects, including human resources, processes, and physical evidence, and incorporated digitalization initiatives as a key component of the solution. This approach allowed us to align the solution with the airport environment’s realities and address the issues passengers experience seamlessly.
Strategic Impact: After implementing the service blueprint, our client took proactive steps to undergo a major renovation and implement digitalization across various aspects. The culmination of these efforts resulted in a significant achievement in customer satisfaction, as evidenced by the prestigious award received from the Airports Council International at the Airport Service Quality Awards.
