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Last Airport Service Quality Forum of 2017 dedicated to “Cultivating a customer experience airport community”

October 6, 2017 Conferences No Comments Email Email
Delegates from over 45 airports and civil aviation authorities stemming from 9 countries have gathered in Detroit, MI, USA, for the final Airport Service Quality (ASQ) Forum of 2017. The event, generously hosted by Wayne County Airport Authority, is taking place from 2–4 October 2017.

Under the umbrella of “Cultivating a customer experience airport community,” the 2017 ASQ Forum theme recognizes that putting the passenger first is a shared priority among all aviation stakeholders and ACI will give focus to the role of all members of the airport community in cultivating a culture of customer service excellence.

The ASQ Forums are a series of annual meetings, organized for airports that participate in the ASQ Survey and for those that are considering joining the ASQ programme. The purpose of each Forum is to help airports get the best from the ASQ survey results to effectively and efficiently drive passenger satisfaction, improve the quality of their airport services, and exchange examples of best practice in airport customer experience.

Key session topics of the ASQ Forum Detroit include: developing the ultimate customer experience by connecting with airport employees and the community; optimizing customer service through ASQ products and services; and, introducing the new ASQ Employee Survey for Customer Experience and ASQ Arrivals Survey.

The Forum also presents case study presentations from ASQ Members including:

  • Los Angeles World Airport
  • Hartfield–Jackson Atlanta International Airport
  • Dallas/Fort Worth International Airport
  • Toronto Pearson International Airport;
  • Halifax Aviation Authority; and,
  • Pittsburgh International Airport.

And, on 3 October, delegates had the opportunity to hear from Keynote Brian Shapiro, President of Shapiro Communications, on the topic of “The exceptionally human airport experience.”

 “It’s a privilege to host our colleagues—representing four continents—for the ASQ Forum,” said Joseph Nardone, CEO, Wayne County Airport Authority. “This is an opportunity to share our region with airport professionals from as far away as Ethiopia and Japan, while highlighting our commitment to delivering the highest quality service to our customers.”

“ACI is grateful to the Wayne County Airport Authority for hosting the event,” said Angela Gittens, Director General, ACI World. “I would also like to congratulate them on Detroit Metropolitan Airport’s induction into the ACI Director General’s Roll of Excellence this year. The achievement recognizes and celebrates those airports that have been ranked in the top five airports by size or region for five of the last six years in the ASQ Survey. Wayne County Airport Authority’s ability to meet and exceed passenger expectation year after year makes them a fitting host for our last ASQ Forum of the year, dedicated to ‘Cultivating a customer experience airport community.’ And the airport holds a special place in my heart since I went to the University of Michigan so many years ago.”

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