Enhancing the travel experience and delivering great customer service at Gerald R. Ford International Airport
What motivates passengers to travel through the authors' airport? They know travellers rant about tiny aircraft seats, lost luggage and the ticket prices before they travel, but there are ways they entice them to fly out of the Gerald R. Ford international Airport in Grand Rapids, Michigan to keep them coming back time after time. When big city airports lose the grasp of why they fly, they bring travelers back in. In this paper, the authors examine some of the reasons they've been successful in Grand Rapids with customer service at their airport, and ways to work to make the airport friendlier, more comfortable and welcoming. They dive into the reasons social media at their airport has grown, ways one can take a small holiday and turn it into a customer service outreach, and some of the ambassadors – both humans and dogs – that have enhanced their customer service experience at GFIA.
- Record URL:
-
Availability:
- Find a library where document is available. Order URL: http://worldcat.org/issn/17501938
-
Supplemental Notes:
- Abstract reprinted with permission from Henry Stewart Publications.
-
Authors:
- Hernandez, Tara M
- Publication Date: 2015
Language
- English
Media Info
- Media Type: Print
- Features: Photos; References;
- Pagination: pp 30-35
-
Serial:
- Journal of Airport Management
- Volume: 9
- Issue Number: 1
- Publisher: Henry Stewart Publications
- ISSN: 1750-1938
- EISSN: 1750-1946
- Serial URL: https://www.henrystewartpublications.com/jam
Subject/Index Terms
- TRT Terms: Airports; Customer satisfaction; Customer service; Quality of service; Travelers
- Identifier Terms: Gerald R. Ford International Airport
- Geographic Terms: Grand Rapids (Michigan)
- Subject Areas: Aviation; Planning and Forecasting; Terminals and Facilities; I72: Traffic and Transport Planning;
Filing Info
- Accession Number: 01558948
- Record Type: Publication
- Files: TRIS
- Created Date: Mar 31 2015 9:07AM