How do you engage your passenger? How do you know what they experience? Do you operate with a focus on the passenger experience, or simply to complete tasks, fill orders and turn transactions? Are your passengers delighted EVERY step of the way?
As service providers in the airport environment, we need to know and serve our customers well. Travelers through our airports take a far different journey before and after they engage with us than they would in a standard retail or food and beverage environment. That is why it is so important to understand and empathize with their journey.
