Filling in the Customer Service Gap Brad Martin Deputy Director, Aviation Customer Service
Boston Logan at a Glance 5 Passenger Terminals 98 Gates 6 Runways 11 TSA Checkpoints 26 Million Passengers in 2008 370,000 Operations in 2008 Carrier Breakdown: 16 U.S. Carriers 14 Foreign Flag Destinations: 71 U.S. Non-Stop 31 International Non-Stop
Airline Industry Labor Reductions US legacy carriers have cut employment by 30% since 2000, a loss of over 125,000 jobs (Source: MIT Airline Data Project) Both legacy and LCC airlines have improved employee productivity by over 40%, measured in ASMs/employee (Source: MIT Airline Data Project) Much of this improvement is due to increased use of technology for passenger processing (web check-in, electronic tickets, kiosks at airports) All of these technologies also mean fewer airline agents required at airports...
Why Help.Why Care Who Does It Affect? Why: Because a Bad Experience Reflects on all Stakeholders Who: The Airport Operator - The Airline -The Overall Airport Community Passenger can and will blame the airport and not the airline for a bad experience at your facility. Airline personnel sometimes will deflect the blame to the airport operator.
What Can We Do: Build Relationships in Airport Community At Logan, the stakeholders who interact with our customers have built a cohesive team mentality. Daily 8:30am meeting commenced September 12 th, 2001. Airport Management (Operations, Facilities, Customer Service, Fire Rescue) TSA (including FSD) Airlines CBP FBI FAMs CDC Concessions Good Relationships result in better overall Customer Service from all Stakeholders in your airport community.
Public Services Department Overview Staff of 52 34 Public Service Representatives 10 Customer Service Supervisors 5 Senior Supervisors 1 Assistant Manager $3.8 Million budget
Public Services Assists with. Information Booths in Baggage Claims Queue Management (TSA and Ticketing) LAMPAP (Logan Airport Medial Patient Assistance Program) SIS Consular Meet and Greet FIS/CBP Queue Mgmt. / Interpreting 1-800-23LOGAN Information Line Front Line Customer Service Training
Airport Wayfinder Offers the Logan experience to customers before they get to the airport. 32 Movies 5 languages English, Spanish, Portuguese, French & Italian Topic: International Arrivals Process / CBP Forms Airline Ticket Counter Locations Departures Parking Options Overview Ground Transportation Preview by Terminal Meet and Greet Locations Cell Phone Lot Subway T into Boston
Airlines Meeting Expectations Overall Customer Service Delivery Baggage Delivery Information Dissemination Organization of Check-In Counters Staffing Levels Processing of Passengers
Recent Examples of Stepping In and Becoming Involved Northwest move to Delta Terminal Corporate Involvement from a carrier s headquarters Development of larger centralized checkpoint in Terminal C
Quarterly Customer Service Summits for Each Terminal Who: Airlines TSA Supervisors/Mgmt. Hired Contractors Concessions Cleaning Companies Topics Overall Customer Service Delivery Checkpoint Issues Ticket Counter Efficiency Complaints from Customers Staffing Issues Baggage Delivery
Is This the New Reality for Airport Operators? Will airlines continue to expect the airport operator to step up to the plate to assist with Customer Service? If the airlines continue to reduce staffing based on increased technology, airport operators will need to ensure that customer needs are being met. If we as airport operators want the return customer and the passenger revenue we will then need to step in. How do we do that?
Concluding Thoughts How We React Re-deploy Your Staff to Focus on the Critical Points in Your Facility Retool Your Customer Service Mission to the New Airport Environment Develop the Necessary Team Mentality with All Players: Airport Authority, Airlines, TSA, Concessions, and the FAA. Maintain a Daily and Open Dialogue with the Airlines, TSA, and all stakeholders.