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What Are the Top Ranked Airports for Customer Service Doing That You Aren't?


Airport customer service gets recognized by passenger surveys, and the 2015 SkyTrax results are out! 

San Francisco International Airport (SFO) has been recently named the #1 airport in North America for customer service.  According to the SkyTrax Passengers’ Choice Awards for 2015, SFO took the top spot in the “Best Airport Staff in North America” category, followed by Denver and Vancouver airports. What are these airports doing that you are not? Here's a brief list:

1. At San Francisco International Airport, they don't just talk about service-they have committed to it! They have a Director of Guest Services on staff whose sole responsibility is to ensure passengers at SFO Travel Well.  Airport Director John L. Martin states, “We are very proud to be recognized for the best customer service staff in North America. Our goal is to provide our guests with an exceptional airport experience, and this award validates those efforts.”

2. At Denver International Airport, concessionaires are rewarded for great service.  The Premium Value Concessions, or PVC Program, recognizes and rewards the airport's top-performing stores and restaurants with new concession contracts without submitting through the normal Request for Proposal (RFP) processes.  Of the program, Aviation Manager Kim Day explains, “We have great existing concession partners, and they are likely to work even harder to deliver better service, better value and a better overall experience for our customers.” 

3. Vancouver International Airport (YVR) ensures customer care by maintaining and staffing nine information desks located throughout YVR's terminal facilities. With a staff of over 120 people, caring for customers is "central to our business and essential to our success". 

In full disclosure, Customer Service Experts is partners with two of the three top ranked airports. Through our passenger experience programs with San Francisco and Denver airports, we can attest first-hand to their commitment to the passenger experience.To learn more about how to bring a passenger experience program to your airport, contact us!  In the mean time, check out our Sample Airport Customer Service Program and begin to see how your airport's passenger service can also fly high! 

sample airport customer experience program

The annual SkyTrax survey is regarded as the most respected study of airport quality around the world. The absence of any sponsorship, payment or external influence ensures that the results are fully impartial and credible. For the 2015 awards, SkyTrax compiled over 13 million survey questionnaires completed by 112 different customer nationalities from May 2014 to January 2015. The survey covered 550 airports worldwide, evaluating the travel experience from a variety of factors, including check-in, arrivals, departures, transfers, shopping, security and immigration.