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Customer Service at Airports: Who is the Customer? What is Service?. Ron Kuhlmann Vice President Unisys Transportation 5 March 2006 Abu Dhabi. Agenda. Historical Perspective How do we define Customers? How do they define Service?

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customer service at airports who is the customer what is service

Customer Service at Airports:Who is the Customer?What is Service?

Ron Kuhlmann

Vice President

Unisys Transportation

5 March 2006

Abu Dhabi

agenda
Agenda
  • Historical Perspective
  • How do we define Customers?
  • How do they define Service?
  • How do airports provide (defined) service to (identified) customers?
  • Where do we go from here?
airports began as rail stations
Airports began as rail stations.
  • Rail transport was the only point of reference
  • Seen as a municipal service
  • Potential was unclear
  • Community pride was involved
airlines not airports were the deal
Airlines, not airports, were the deal
  • Airports were functional
  • Points of embarkation and debarkation
  • They became expressions of the carrier image
  • They were locally funded
in a regulated to about 1980 environment airports
In a regulated (to about 1980) environment airports:
  • knew their operators and routes
  • had clearly defined markets and potential
  • were vehicles for particular brand identification
  • had few surprises
  • were viewed as utilities
deregulation changed things
Deregulation changed things
  • Massive hub and spoke systems emerged
  • Airports fell into clear categories
  • Spending at hubs was directed to the hub carrier
  • Spoke cities saw dramatic schedule increases to multiple hubs
  • Airlines drove growth
and then
And then…?
  • New entrants undermined legacy carriers
  • Internet bookings gave customers complete price transparency
  • Reduced yields increased the importance of cost control
  • 9/1, followed by SARS, realigned the players
  • Cost control included all operational aspects
suddenly
Suddenly:
  • Airports needed to be much more cost efficient
  • Airports saw major shifts in constituents
  • Airports needed to aggressively market themselves
  • Airports found that they, not their airlines, needed to be competitive
  • Security became the prime passenger activity
which brings us to today
Which brings us to today
  • Functions previously performed enroute have move to the airport
  • Functions previously done at the airport have moved off-site
  • Cost competitiveness has become a fixed goal
  • Non-aviation revenues are ever more important
  • Supported utility status has been replaced by need for sustained profitability
slide10
Discussion?

2006

Who knows what we’ll do in Dubai.

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