Passenger Experience Management

Course Overview

Take your airport’s customer experience to the next level with the Passenger Experience Management course. This advanced 5-day program equips you with the expertise and tools to design, implement, and sustain a passenger-centric strategy that enhances customer satisfaction and operational performance. Learn how to identify key touchpoints, measure customer experience, and integrate these practices into your airport’s overall strategy to create a seamless and memorable passenger journey.

Why Choose This Course?

This course offers a strategic and practical approach to enhancing passenger satisfaction, providing insights into how to create a premium service culture and elevate passenger satisfaction. Designed for airport managers and customer service leaders, it combines industry best practices with real-world applications to strengthen decision-making and drive meaningful improvements in passenger experience.

Who Should Attend?

This course is ideal for airport professionals responsible for delivering exceptional passenger experience, including:

• Executive and Senior Managers
• Passenger Experience Managers and Supervisors
• Customer Relations Managers and Supervisors
• Quality Assurance Managers and Supervisors
• Project Managers and Supervisors

Learning Objectives

By the end of this course, you’ll be able to:

• Identify, collect, and categorize key passenger touchpoints and personas.
• Track and record the passenger journey to identify pain points and opportunities for improvement.
• Measure customer experience using both Big Data and Smart Data.
• Foster a premium service culture through staff engagement and strategic planning.
• Develop a structured strategy and internal audit system for continuous improvement.
• Create a strong, passenger-focused brand to anchor initiatives to improve the customer journey.
• Integrate these strategies into daily airport operations and strategic decision-making.

Course Highlights

• Passenger Journey and Service Design – Understand key touchpoints and create a seamless experience.
• Measurement and Market Research – Use data to drive customer satisfaction improvements.
• Building a Premium Service Culture – Engage staff to deliver exceptional service.
• Digital Strategy for Passenger Experience – Leverage digital tools and technology to enhance customer interactions.
• Action Plan and Roadmap – Develop a structured strategy through case studies and real-world applications.

Each module includes interactive discussions, hands-on exercises, and knowledge assessments to reinforce learning.

Benefits for Students

• Professional Growth: Become a leader in passenger experience management.
• Career Advancement: Position yourself as an expert in enhancing customer satisfaction and service quality.
• Networking Opportunities: Connect with industry experts and fellow professionals.
• ACI Certification: Receive an internationally recognized certificate upon completion.

Practical Takeaways for Your Airport

• Develop a comprehensive passenger experience strategy.
• Measure and track customer satisfaction to identify improvement areas.
• Create a premium service culture focused on passenger needs.
• Integrate passenger experience management into strategic and day-to-day airport operations.

 

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