Customer Experience Solutions - Aviation

Capability Statement:

Our company is striving to become a leading provider of customer experience solutions for the aviation industry. We specialize in Customer Journey Mapping at Airports, Passenger Experience Gap Analysis Audits, Process Excellence Consulting, and Customer Insights. Our team of experienced Airport professionals are dedicated to helping airports enhance their customer experience and achieve operational excellence. We also provide support in obtaining CX-related certifications such as ACI (Airport Council International) Customer Experience Accreditation and ACI Health Accreditation.

Services:

Customer Journey Mapping at Airports:

Detailed mapping of the entire passenger journey at airports, including pre-flight, check-in, security, boarding, and post-flight processes.
Identification of pain points, bottlenecks, and areas for improvement within the passenger journey.
Visual representation of the customer journey to understand the passenger experience from start to finish.
Recommendations for enhancing the passenger experience and optimizing airport operations.

Passenger Experience Gap Analysis Audits:

Comprehensive audits of the passenger experience at airports, covering all touchpoints and interactions.
Identification of gaps between the desired passenger experience and the actual experience.
Analysis of customer feedback, surveys, and other relevant data to assess the current state of passenger experience.
Detailed reports outlining specific areas for improvement and actionable recommendations.
Assisting Airports in developing a comprehensive plan for score/ranking improvement in ACI ASQ survey & Skytrax Audits and Surveys.

Process Excellence Consulting:

Assessment of existing processes and workflows at airports.
Identification of inefficiencies, redundancies, and opportunities for streamlining operations.
Development of tailored process improvement strategies to enhance efficiency, reduce costs, and improve the passenger experience.
Implementation support, training, and monitoring to ensure successful process optimization.

Customer Insights:

Collection and analysis of customer feedback, surveys, and other relevant data.
Generation of actionable insights and recommendations based on customer preferences, pain points, and expectations.
Development of customer segmentation strategies to personalize and target airport services.
Integration of customer insights into decision-making processes to enhance overall customer experience.

Support in obtaining CX-related certifications:

Assistance in achieving ACI Customer Experience Accreditation, a globally recognized certification for airports.
Guidance and support in meeting the requirements and standards set by ACI for customer experience excellence.
Documentation preparation, gap analysis, and implementation support to fulfill certification criteria.
Provision of best practices and industry benchmarks to achieve and maintain certification.

ACI Health Accreditation Support:

Support in obtaining ACI Health Accreditation, which focuses on health and safety measures at airports.
Assistance in implementing and maintaining health protocols, including COVID-19 related guidelines.
Documentation preparation, gap analysis, and implementation support to meet accreditation standards.
Ongoing guidance to ensure compliance with evolving health and safety regulations.