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Enhancing Western Airport Customer Experience Through Strategic Solutions

Discover the evolving challenges and resolutions at Western Airport, from increased passenger numbers to terminal staff training and dining experiences. By implementing innovative solutions such as staff training programs and menu diversification, the airport aims to improve customer satisfaction.

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Enhancing Western Airport Customer Experience Through Strategic Solutions

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  1. WESTERN AIRPORT:PROBLEMS AND COMPLAINTS…

  2. then Problems and complaints • In the pastWA was very small. • In the last 5 years1)the number of passengers has increased; 2) rapid growth. • Nowadaysthe market goes round the customer. solutions QUESTIONNAIRES + MARKET SURVEY + OWN MARKET POLICY Meet customers’ requirements

  3. Problems Vs Solutionsabout the TERMINAL More qualified and professional staff. • Staff doesn’t know enough about the Terminal. • Offer a free course of vocational staff traning; • Sack staff without specific qualities… ... charisma pleasantness energy honesty openmindedness availability

  4. Problems Vs Solutionsabout the TERMINAL Invest money to buy new control tools. 2. The scanning equipment doesn’t work properly. + More efficiency (especially after the 11th of September). 3. The baggage conveyor system often breaks down.

  5. Problems Vs Solutionsabout the TERMINAL Climate control and air conditioning. 4. The Terminal is too hot. 5. Discomforts and inconveniencesabout flights between customers. More signposted

  6. Problems Vs Solutionsabout BAR and RESTAURANT Extend their premises and areas. 1. The number of passengers is increased. Divide smoking areas from non-smoking areas. Advertise their premises Persuasive ad

  7. Problems Vs Solutionsabout BAR andRESTAURANT Inform customers with new loudspeakers. 2. Passengers can’t relax because they don’t know when they have to board their planes. Construct a luggage depot. 3. Passengers can’t enjoy a drink or a meal because they are afraid someone would steal their hand luggage.

  8. Problems Vs Solutionsabout BAR andRESTAURANT New bar/restaurant staff. 4. Staff is often rude to passengers. • Staff training and supervision; • It must be… ... friendly sociable kind

  9. Problems Vs Solutionsabout BAR andRESTAURANT Propose new meals with traditional ingredients. 5. The restaurant menu is monotonous. Quality mark of each food. Offer meals that are cheap enough. 6. The meals are too expensive.

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