News: Customer Service/Care
Customer service 'must be prioritised by airports'
10 March 2009
Airports must focus on improving their customer service provision and put their passengers first, a government spokesperson asserts.
Geoff Hoon, the transport secretary, claims he wants to put users at the centre of the way these facilities are run.
He announces that the Civil Aviation Authority is to be given a secondary duty to improve the air passenger experience.
At present, the group exists to represent the interests of both airlines and their users and Mr Hoon says the latter must be prioritised.
Responding to the announcement, a representative of BAA states that the organisation "welcomes" the move.
The spokesman adds: "It is important that future regulation improves customer service at every stage of the passenger journey, provides strong incentives for appropriate and timely investment in additional airport capacity."
Last month, figures published by Cisco revealed that three in five companies believe they could improve the level of customer service they provide by allocating additional resources in this area, potentially funding training.
