Mask Over Matter: Communicating in the Age of the Mask

By Lise D’Andrea, CXE

So, here we are, facing our new reality behind a mask. Since the U.S. Centers for Disease Control and Prevention (CDC) recommended the use of cloth masks or face covering in early April to prevent the spread of COVID-19, we have been struggling with our new normal of trying to talk, listen and breathe behind masks. Compounded by physical distancing, from the boardroom to the frontline we find ourselves in uncharted customer experience territory.

In many countries around the globe, face coverings and masks are usually only worn by healthcare professionals or for religious or cultural observances. Overnight, this changed. While a seemingly simply and small shift, the impacts on how we communicate are profound. For those not used to wearing a face covering, many find it hard to breathe and talk, that words appear muffled, and that to be heard you have to almost yell.

Beyond words, human beings have long relied on reading entire facial expressions to reduce misunderstandings and guide interactions. The eyes and mouth provide some of the greatest clues to feelings and intent. Now, a smile that signifies a friendly hello and a chance to build understanding is covered. In the travel and hospitality industries, where the first step of customer service has always been to smile, we find ourselves having to rethink our approach.

A recent article by the BBC, “How face masks affect our communication,” shares that all is not lost. If we take cues from other cultures and professions accustomed to masks and face covering and amplify our body language, we can continue to create positive and meaningful connections with customers and coworkers.

While there are several ways to overcome the barriers of masks, these five techniques can quickly place you on the path to overcoming the “mask challenge”:

Eye Contact: Eye contact is the go-to means to make a connection with people. Continually scan to make eye contact with others around you to create connections and help proactively spot the needs of others.

Eye Gestures: It is possible to say a lot without saying anything at all – especially with your eyes. Gestures made with eyebrows, eye lids and overall eye movements can help customers better understand you, and you them.

Head and Facial Gestures: Although your face is covered, you can still support your voice with gestures using your head and face. For example, a tilted head for questions and “smiling” eyes can help deliver your message.

Hand Gestures: Hand gestures can be the megaphone for communication tactics. From a thumbs up to a wave, hand gestures help to clearly reinforce verbal and nonverbal communication.

Active Listening skills: Active listening skills are vital when you are masked, and facial and verbal cues are limited. Nodding and leaning-in show that you are listening.

In this new age of social distance, customer experience dynamics are evolving. Honing your communication skills can lead to increased confidence, stronger customer and coworker relationships, and less frustration and disappointment. As we navigate our new normal for customer and employee experiences, an innovative reality will redefine how we communicate, connect, and carry on to chart a new course towards customer experience excellence.

Lise D’Andrea is the Founder and CEO of CXE (formerly Customer Service Experts), an organization that specializes in helping airports, hospitality, food and beverage, retail, business, and government clients to define and deliver innovative and successful customer (CX) and employee experience (EX) programs. Harnessing over 25 years of experience developing customer and employee experience strategies, CXE has developed a practical eBook guide, “Mask Over Matter,” to help businesses quickly adjust to a society where mask wearing is prevalent. In August, CXE also plans to release an employee-centric, interactive, web-based training designed to acclimate employees to the new post-pandemic workplace and help them continue to make meaningful connections with customers.

Americans Are Starting to Fly Again

States around the country are taking their first steps to safely reopen our economy and to start rebuilding a sense of normal life. This Memorial Day weekend is the unofficial start of summer in North America — a well-deserved benchmark that we’ve made it through a difficult start of this year. This typically marks the beginning of our busy travel season, and while COVID-19 has quieted the typical buzz in our airport terminals and dramatically reduced the crowds, we are finally seeing an uptick in passengers who want to travel again.

Despite the challenges we still face, the Transportation Security Administration expects more than 350,000 people to travel through our airports this Memorial Day weekend. That is a far cry from the 2.7 million air travelers who passed through our airports last Memorial Day weekend, but it nearly doubles our traffic from weeks prior. Airports welcome these early signs of a rebound, and they are ready to help passengers navigate the new normal as we work to adapt to the future of travel together. If you’re traveling this Memorial Day weekend, here are a few tips to get you started:

  • Arrive early: Airports around the U.S. have enhanced safety standards and measures for all passengers. This could mean more delays as you travel through security checkpoints. Be sure to arrive early so you are able to make it to your gate and flight on time.
  • Adhere to physical distancing: Remember to keep your physical distance (6 feet) when going through checkpoints, shopping at concessions shops, or standing in line at customer service. By keeping your distance, you can help stop the spread of germs and keep you and others in your party healthy.
  • Wear a facial covering: Many states and local governments as well as airlines are requiring that masks be worn when occupying a public space. Please be sure to bring a facial covering with you to the airport and wear it throughout your duration there. For facial coverings to be worn properly they must cover your nose, mouth, and chin.
  • Practice good hygiene: Wash your hands often with soap and water for at least 20 seconds throughout your time while traveling. Cover your mouth and nose with your elbow or a tissue when you cough or sneeze, and then throw the tissue away in a trash bin. Avoid touching your face.
  • Be patient: We are all learning these lessons together, so please understand that our dedicated workforce is doing everything in their power to adapt to these new requirements as quickly as possible to ensure the travel experience remains as seamless as it can be in the face of new health and safety guidelines.

As the nation continues to open up and more people begin to travel, implementing these best practices will help to keep you and your loved ones safe and healthy. Our airports are eager to welcome you back.

Scott Pelley to Keynote Airports Council Annual Conference

Meet our 2020 Annual Conference Keynote

Airports Council International – North America (ACI-NA) this week revealed that Scott Pelley, the award-winning 60 Minutes correspondent and former CBS Evening News anchor and managing editor will deliver the keynote address at the 2020 ACI-NA Annual Conference and Exhibition on September 14.  Set to be held September 12 – 15, 2020, in Grand Rapids Michigan, this year’s conference will bring together more than 2,000 delegates from across the airport industry to exchange ideas and promote innovative solutions to emerging challenges.

After covering some of the most compelling and important national stories of the last 20 years,  Pelley is one of the most recognizable faces in American journalism today. In its first season, The CBS Evening News with Scott Pelley, won a Peabody Award and was the only network evening news broadcast to grow its audience. Taking over for Katie Couric, he gained an additional 821,000 viewers in his first nine months in the anchor chair. Few journalists have made as wide and as deep a mark on broadcast news as Pelley has. He is known for covering everything from breaking national news stories to politics and wars. Since he brought that experience to 60 Minutes in 2004, half of all the major awards won by the broadcast have been for stories reported by Pelley.

Pelley also formerly served as CBS’ chief White House correspondent, where he covered the biggest domestic stories of the 1990’s. As an Emmy Award-winning journalist, he has covered the major events and moving stories that have captured the attention of the American people. He has interviewed world leaders such as President George W. Bush, President Bill Clinton, and Iranian President Mahmoud Ahmadinejad, and his presentations incorporate poignant stories gained from more than 300 60 Minutes features.

During Pelley’s time as chief White House correspondent, he covered the investigation of President Clinton, breaking many original stories in the process. He has also reported on a wide array of domestic and foreign stories from the White House, covering events ranging from child homelessness in Florida to the aftermath of Japan’s natural disaster.

The Washington Times wrote, “The legacy of Edward R. Murrow lives at CBS in the daring, long-range investigations of Scott Pelley.” The Baltimore Sun called Pelley the “single face of the broadcast,” noting that he is trusted with the “biggest interviews and stories.” Allen Neuharth, founder of USA Today, noted that “Pelley threw hardballs” in his 2007 interview with President Bush, and Bob Woodward, writing in The Washington Post said, “Scott Pelley nailed the crucial question” in his interview with former CIA Director, George Tenet. Salon.com said, “He restores a little of our faith in TV news while performing hugely-important, world-bettering reports along the way.”

Pelley has won three George Foster Peabody Awards, a George Polk Award, two Investigative Reporters and Editors Awards, five Edward R. Murrow Awards, the Society of Professional Journalists Excellence in Journalism Award, the Writers Guild of America Award, a Loeb Award, and a duPont-Columbia University Silver Baton, among others.

Pelley received a 1996 Emmy Award for his work on the TWA Flight 800 disaster and a 1994 Emmy Award for his reporting on the Branch Davidian conflict. While his 2007 Darfur report was honored with another. Pelley has been a correspondent on many prestigious news teams who have, in total, won 37 national Emmy Awards.

Members of Congress Announce Framework for Infrastructure Bill That Includes a PFC Increase

Last week, ACI-NA welcomed the news of an infrastructure investment framework – called the “Moving Forward Framework” – which was announced by a group of Members of Congress, led by House Transportation and Infrastructure Chairman Peter DeFazio (D-OR). The start of the new year represents an important opportunity for Members to announce their top policy priorities and we are pleased that improving airport infrastructure across the U.S. is a high priority for so many Members, as well as the American people.

The Moving Forward Framework calls for raising the federal cap on the Passenger Facility Charge (PFC) and indexing it for inflation. If enacted into law, a lift on local PFCs would allow airports to fund necessary infrastructure improvements, including repairing aging facilities and making expansions to accommodate record-breaking passenger traffic.

In his remarks, Chairman DeFazio highlighted how airports are in dire need of infrastructure upgrades and addressed the fact that the very same airlines who are comfortable with increasing baggage fees oppose an updated Passenger Facility Charge because they know it will increase airline competition in many airports. You can watch his remarks here.

Immediately following their announcement, ACI-NA President and CEO Kevin Burke thanked the group, and specifically Chairman DeFazio, for their leadership.

“The House Democrats’ infrastructure framework recognizes the time has finally come to increase the woefully outdated PFC,” said ACI-NA President and CEO Kevin Burke. “A long-overdue adjustment to the Passenger Facility Charge (PFC) will provide the lift America’s airports need to take off into the future. Unlike a $40 bag fee that just pads an airline’s bottom line, a modernized PFC will help our terminally challenged airports make transformative investments in new infrastructure that will improve the passenger experience for millions of travelers. I am particularly thankful for the leadership of Chairman DeFazio, the father of the PFC, for making this one of his top legislative priorities.”

Burke also joined American Association of Airport Executives President and CEO Todd Hauptli and Airport Consultant Council President T.J. Schultz in a joint letter thanking Chairman DeFazio for his leadership on this issue. In the letter they write:

“…we strongly support proposals in the House Democrats’ infrastructure framework that call for raising the federal cap on local PFCs and indexing it for inflation. We are grateful for your leadership. We look forward to working with you and your colleagues to advance legislation that would help airports finance critical projects and repair our nation’s infrastructure.”

Just this month independent research from RAND Corporation confirmed the best way to fix America’s airports is by modernizing the PFC. Further, according to a recent ACI-NA study, U.S. airports face more than $128 billion in infrastructure needs by 2023, with over 56 percent of the needs inside aging terminals. President Trump has repeatedly called for renewed investment in American airports, so we will be listening closely for any references to infrastructure investments in his State of the Union address.

We look forward to working closely with Congress to get this framework over the finish line so that we can finally empower airports to improve their infrastructure and continue to meet the demands of the traveling public.

Houston Airports Strengthen Veterans Community

As community partners, airports are continually embracing opportunities that recognize the immense contributions veterans make to our communities and empower them as they move beyond their military service.

Houston Airport System is one of several airports across North America leading the effort to bring the Edge4Vets jobs training program to prepare and connect veterans to jobs that can lead to careers in aviation.  This work is incredibly important in Texas, which boosts one of the largest veteran populations in the United States. Edge4Vets is part of Airports Council International – North America’s “Workforce of the Future” initiative.

Developed by the Human Resiliency Institute at Fordham University in New York, Edge4Vet is operating at several airports currently, including Houston, LAX, Greenville/Spartanburg, Cincinnati-Northern Kentucky, Edmonton, Memphis, Jackson, MS.

The program combines a workshop series with online training to help veterans do what business leaders say they most – that is, learn how to translate their strengths from the military, including values and skills, into “tools” for civilian success. The program enlists HR executives and hiring managers from partner companies, including airport authority departments and stakeholder companies, to attend the Edge4Vets workshop and serve as “mentors” to offer feedback to the veterans as Edge4Vets teaches the participants how to create a Plan4Success.

The Plan4Success guides them in the creation of statements in four areas – vision, values, skills and action – that identify their strengths and gives them an opportunity in clear, concise language to express how they will APPLY their military strengths to land a job that can lead to a career for the life they want.

Houston introduced Edge4Vets in 2018 as a pilot and now is working with partners in its employer network – that includes Houston businesses as well as airport employers – to grow and expand the scope and reach of the program.

Part of this expansion includes bringing in Goodwill Industries and its Operation GoodJOBS program as a partner to provide wrap-around support to veterans. Edge4Vets registers participants through a recruiting effort with support from the City of Houston, the Texas Veterans Commission and local schools, then Edge4Vets refers those who register to Goodwill for preparation in advance of the workshop.

Following the workshop, Edge4Vets channels participants back to Goodwill for personal support to refine their Plan4Success, hone their resume, and follow up on job interviews they lined up at the Edge4Vets workshop.

The combination of career preparation and this enhanced wrap-around support provided through the Edge4Vets/Goodwill partnership is giving Houston Airport System a powerful “one/two punch” to add talented veterans to the HAS workforce to strengthen the airport for the future.

The Countdown Begins: REAL ID Will Be Required for Air Travel in Exactly One Year

Earlier today, Airports Council International-North America (ACI-NA) President and CEO Kevin Burke teamed up with travel industry leaders and government officials to urge the traveling public to obtain REAL ID compliant identification.

The REAL ID Act, which was passed by Congress in 2005, implements a 9/11 Commission recommendation for the Federal Government to “set standards for the issuance of sources of identification, such as driver’s licenses” as a way to enhance aviation security.

“Ensuring the safety and security of the traveling public is the top priority for airports – and REAL ID is an important component of our efforts,” Burke said. “We are encouraging the public to ensure you have a REAL ID compliant license by October 1st of next year. This will be critical to ensure you are able to travel.”

According to a recent study by the U.S. Travel Association, many Americans may not be aware all Americans will be required to have a REAL ID compliant license in order to board a commercial aircraft beginning on October 1, 2020 – just one year from today.

The purpose of this week’s event held at Reagan National Airport in Washington, DC was to encourage the public to obtain proper identification before the rapidly approaching deadline. It also marks the start of a yearlong educational effort by TSA, airports, airlines, and other stakeholders about the importance of obtaining a REAL ID compliant license.

“We are working hard to ensure the public is aware of this fast approaching deadline,” Burke said. “Despite the ongoing efforts to raise awareness, we remain concerned about the small number of travelers who have obtained a REAL ID compliant licenses”

 

 

Some states and airports are already taking advantage of local opportunities to educate travelers. ACI-NA joined with our airline partners and other associations to send a joint letter to each governor of all 50 states and territories, encouraging them to launch public awareness campaigns to more effectively educate residents about REAL ID requirements.

In lieu of a REAL ID compliant license, air passengers are able to use other federally approved identification for air travel, including U.S. passports or Global Entry, NEXUS or SENTRI identification cards.

Burke was joined by Transportation Security Administration Acting Deputy Administrator Patricia Cogswell, as well as officials from Airlines for America, the American Association of Airport Executives, the American Association of Motor Vehicle Administrators, and the DC, Maryland, and Virginia Department of Motor Vehicles commissioners.

You can learn more about the importance of REAL ID here. And don’t forget to save the date for October 1, 2020. Act now to ensure you have a REAL ID.

Building Up a Collection: Airport Trading Cards

By Jeff Lea, St. Louis Lambert International Airport

Whatever combination you arrange, three letters can carry a lot of prestige, economic power, a region’s reputation, and even better, generations of travel memories.

The International Air Transport Association’s Location Identifier – or IATA Airport Code- has grown to become both symbols and brands in the travel world. They are also the standout element in ACI’s North American Airports Collectors Series trading cards program. The debut of airport trading cards will celebrate its fifth anniversary this fall.

Well before that 2014 launch, I floated the airport trading card idea as a member of ACI-NA’s Marketing & Communications Committee. There were blank stares, looks of doubt and few hurrahs for the pitch that was purely on paper- and yet to be on cardstock. There were no slick gloss cards to touch. No series of air traffic control towers or airfields aerials. And no airport codes all aligned on the top left.

The genesis for the creation of the trading cards was born out of the constant request from aviation fans and trinket collectors making requests to STL for any type of memorabilia with the airport’s name or airport code. I received lots requests from as far away as Russia. It would be a costly venture to meet that demand with our traditional mementos. The trading card solved that. Paper. Low Cost. Mass quantity. But still highly collectible. It was my belief that if baseball teams, football teams, and entertainment franchises could offer palm-sized collectibles in mass, so could airports.

The pitch became a better sell when STL , ATL and SAN worked up proposed graphic elements and suggested location maps, GPS coordinates, bullet points of airport facts, airport logos and the like. With a unified design, YOW and PIT joined in the development to create the digital mockup of the first five airport trading cards. That overwhelming support tipped the concept from pilot to campaign with the debut in Atlanta, GA at ACI’s Annual Conference where attendees got their hands on the first 17 airport trading cards in the series. From large and mega-hubs, to small and general aviation airports, the series has since grown to nearly 80 U.S. and Canadian airports and a legion of followers, collectors and aviation buffs.

The trading cards travel tremendously well to market the industry with those highly visible airport codes and beauty shots that range from gleaming terminal atriums, airfields at sunset or terminals perfectly framed in front of snow-capped mountains. AUS made its trading card debut featuring one of its giant guitars from an art installation in its bag claim. In 2018, JAX went old-school with a 1968 terminal and airfield shot to commemorate the airport’s 50th anniversary.  The photography options are endless. The backside of the card is more than just traditional statistics, it allows each airport to share their stories, their history, and their importance to the region’s they serve.

At STL, we share the cards at our information booths. We pass them out at community speaking events. They’re perfect for our airport tour handouts for schools and other groups. And of course, they are increasingly in high demand from our “Av Geek” community or, as one former airline executive described himself, from the “world of airline collecting.”

The program has grown so popular that, as one of its ambassadors along with the ACI team, I get complaints as to why there are no cards from this or that airport. Large and small. And then there’s the biggest request, “How do I get the complete set?”

The best answer we can give- travel, visit our trading card airports and pick up one in person. Is there someone with a complete set? We don’ know. Some first year cards – especially those original 17—have been printed and all handed out. That certainly makes them more valuable and exclusive. And some cards are harder to get than others as the program is flexible and allows for member airports to print quantities based on their own marketing budgets. And print locally. When the cards run out, airports can always print more or release a new edition (the STL or YOW series, for example, within the greater Airport Trading Card series). Many airports are into their second or third sets because there are new stories to tell, new art installations or new terminal improvements that yield a stunning visual that is worthy of a new trading card. And there are new terminals themselves (SLC in 2020 and MCI to follow) that will be ripe for a trading card debut or a new edition.  This September, several more airports will debut trading cards for the 2019 Series at ACI-NA’s Annual Conference in Tampa, FL.

The program’s primary goal has always been to use the cards to amplify how airports, individually and as a collective (and vital) transportation system, impact our communities and the traveling public. Then there’s that other goal, giving collectors- young and old- a memento, which leads to them to want a bigger collection from past years and with each new annual collection that arrives each fall in the evolution of the airport trading card series.

About Jeff
Jeff Lea joined the executive staff at St. Louis Lambert International Airport in August 2007 as the Public Information Manager. Jeff is the airport spokesperson managing the Airport’s media relations and crisis communications. He also manages website and social media programming, customer service programs, special events and the Lambert Art and Culture Program.

Jeff is a former broadcast journalist who spent 14 years in television news as a reporter, anchor, producer and photographer. Before joining Lambert, Jeff was a reporter with the CBS affiliate, KMOV-TV, in St. Louis where he covered developments at Lambert including the new runway project. Prior to his post in St. Louis, Jeff was a reporter and anchor at KTUL-TV, the ABC affiliate in Tulsa, OK. He started his news career as a producer and reporter at KXII- TV in North Texas. Jeff is a graduate of Texas Christian University in Fort Worth, Texas.

Celebrating – and Growing – the Airport Industry Workforce

For some, Labor Day (or Labour Day for our readers in Canada) is a much needed long weekend culminating with a festive backyard cookout.  For others – our industry included – Labor Day weekend marks the end of another record breaking summer travel season.

At its core, Labor Day is a time to recognize the important contributions of a productive workforce to communities and economies. Today, we celebrate the nearly 1.5 million people working at airports across North America who make flight possible.

The aviation industry workforce extends far beyond pilots, flight attendants, and baggage handlers.  Airports are proud to employ innovative leaders from all of the disciplines found at a Fortune 500 company. From accounting to IT and real estate to business development, an airport represents a full ecosystem of professionals.

Managing a workforce as diverse and complex as that of an airport is tricky.  It might even be the biggest challenge of our time, says Candace McGraw, CEO of the Cincinnati / Northern Kentucky International Airport (CVG) and Chair of ACI-NA.

“I think the issue of workforce development and talent development is a huge challenge to us all,” McGraw said.  “Historically, we in the airport business are focused on air service development, contracts and leasing, operations and planning for the future physical footprint of our spaces. As much as we focus on the infrastructure of the runways, taxiways, etc., I think we need to double-down on our human capital infrastructure.”

That’s why CVG launched a strategic workforce collaborative late last year.

“We have brought together all the airport employers, from the air cargo side to the passenger airlines and everyone in between, to talk about the issues on which we can collaborate today to achieve real results—exposing young people to careers in aviation, solving the ever-stubborn issue of better connecting people to their jobs, and creating aviation career pathways on airport, and more,” McGraw said.

One of the key components of CVG’s workforce initiative includes the inclusion of military veterans who will transition into the civilian workforce at the end of their service.  By including the successful Edge4Vets program into their initiative, CVG is able to tap into a highly skilled and trained talent pool.

In 2014, ACI-NA partnered with Edge4Vets with the shared goal of connecting veterans with airports to place them in careers that utilize the valuable skills they learned while serving in the military. At these workshops, Edge4Vets also teaches military veterans the skills they need to market their skills and themselves to civilian employers. Many veterans do not know how to search for civilian jobs and how to communicate with employers after they leave the military.

“Many veterans have valuable skills that are beneficial to employers, but they sometimes have difficulty selling themselves,” said Tom Murphy, Edge4Vets’ founder. “People serving in the military learn to work as a team and they sometimes don’t think in terms of their individual accomplishments and skillsets.”

While the Edge4Vets program continues to grow across the United States with several successes, the program recently launched in Canada.  Edmonton International Airport (YEG) hosted the nation’s first Edge4Vets workshop in May of this year.

“Edge4Vets is such a win-win program because it not only helps to expand the skilled workforce available to our aviation industry, it also provides rewarding careers to those who have served and protected our country,” says YEG’s President and CEO Tom Ruth.

The success of Edge4Vets speaks directly to the needs of airports as they plan their workforce for the future.  Ensuring airports have the right team with the right talents at the right times requires coordination and collaboration across the airport complex.

“Even if technology shifts the world of work for different types of jobs, we must have qualified, skilled people in all of our regions to support all the functions that thriving airports require,” McGraw said.” This is true for training the right people for leadership roles as much as it is to think about those front-line positions.”

Get Involved

Is your airport interested in becoming an Edge4Vets partner? Airports across North America are partnering with Edge4Vets and ACI-NA to help connect veterans to aviation careers. Current participants include GSP, LAX, HOU, MIA, JFK, CVG, YEG and more.

Contact Tom Murphy to learn more about hosting a workshop in your community. Edge4Vets is offered by the Human Resiliency Institute at Fordham University. Learn more here.

Restroom Cleanliness is Key to Passenger Experience

To your passengers, the cleanliness of your restrooms says a lot about the overall state of the airport. It’s often the first and last facility they visit before their departure. If you’d like to make a good impression on your passengers and encourage them to fly from your airport again, get on top of the restroom cleanliness and maintenance.

DIRTY RESTROOMS WORSEN EXPERIENCES

People can become easily stressed in an airport environment. Before they even begin to get in line for check-in or security, they often have to wait to use the bathroom. And frequently it’s dirty. 2018 study by Sofidel found that 86% of Americans said that a clogged toilet would negatively impact their perception of a business.

Steve Mayers, the Customer Experience Director at Hartsfield-Jackson Atlanta International (ATL), one of Avius’ clients, indicated that passengers always refer to the cleanliness of the restrooms when talking about the cleanliness of the entire airport. This not only impacts their perception of the airport but their overall experience too.

The world’s busiest airport recognized it had to get on top of the toilet cleanliness and restocking issues in order to improve passenger experiences. Since implementing Avius’ Voice of Customer solution in 2017, ATL has improved customer satisfaction levels by over 14.5 percent.

CLEAN RESTROOMS INCREASE PASSENGER SPEND

Restroom cleanliness not only impacts passenger satisfaction but also their spending in shops and restaurants. The more time customers spend in the bathroom, the less time they have to spend money in your food and beverage or retail locations. Clean restrooms also encourage dwell time, passengers are happy to get to the airport earlier. Allowing them to linger and increase their willingness to enter restaurants and shops. As a result, they are more likely to make purchases and increase revenue.

“Passenger experience improvements create a significant improvement to the bottom line. Finding out where improvements are needed can be challenging and time-intensive – this is where Avius provides the ideal solution.” Steve Mayers, Director of Customer Engagement at Hartsfield-Jackson Atlanta International Airport.

COLLECT AND LISTEN TO FEEDBACK

By collecting passenger feedback at key touch-points, airports can improve satisfaction levels and make informed decisions on the commercial and operational areas of the business. With Avius survey kiosks, airports like ATL have been able to pinpoint exactly what the issues are, resolve them instantly, and put processes in place to limit them happening in the future. Asking passengers to press smiley faces is simply not enough. You need to find out the reasons why. Therefore, make sure you’re asking the right questions and act on the feedback you receive.

IMPROVE OPERATIONAL EFFICIENCY WITH INSTANT ALERTS

Having alerts whenever a passenger leaves negative feedback allows the relevant team to respond to maintenance and cleanliness issues in real-time. This can significantly improve passenger satisfaction and experience. Avius software provides such alerts as well as a cleaner check-in feature; the cleaning staff are able to check-in at each facility and mark how many supplies they used. Managers can use this data to manage schedules and predict when each toilet needs attention, improving operational efficiency.

ABOUT BEN STORY

Ben Story is the CEO of Avius. Originally from the UK, he moved to Florida in 2015 to develop relationships with his American clients and further grow the business. He’s a keen sportsman and is running the Chicago marathon in October to raise money for Ronald McDonald House.

GSP Leads Efforts to Hire South Carolina Veterans

Independence Day is more than fireworks and cookouts.  It’s a special day we celebrate liberty and those who have helped secure the freedom we cherish today.

Honoring our veterans is a top priority for the airport industry.  That’s why ACI-NA partnered with Edge4Vets in 2014 with the shared goal of connecting America’s – and now Canada’s – veterans with airports across the country to place them in careers that utilize the valuable skills they learned while serving in the military.

Earlier this year, Greenville-Spartanburg International Airport (GSP) collaborated with Edge4Vets and the Upstate Warrior Solution to host a workshop for the region’s veterans.

“We are proud to bring Edge4Vets to South Carolina,” said Dave Edwards, GSP’s president and CEO. “This will be a good opportunity for Upstate employers to identify talent while mentoring veterans transitioning into the workforce or those looking for new opportunities.”

Several companies participated in the workshop, including American Airlines, Delta Air Lines, FedEx, United Airlines, the Transportation Security Administration, U.S. Customs and Border Protection, airport concessionaires and Clemson University.

“Many veterans have valuable skills that are beneficial to employers, but they sometimes have difficulty selling themselves,” said Tom Murphy, Edge4Vets’ founder. “People serving in the military learn to work as a team and they sometimes don’t think in terms of their individual accomplishments and skillsets. Some also become so accustomed to using the language and lingo used in the military that civilian employers might not understand what they are saying. These slight adjustments can make a difference in a veteran landing a job and getting on a desirable career path.”

Get Involved

Is your airport interested in becoming an Edge4Vets partner? Airports across North America are partnering with Edge4Vets and ACI-NA to help connect veterans to aviation careers. Current participants include GSP, LAX, HOU, MIA, JFK, CVG, and more.

Contact Tom Murphy to learn more about hosting a workshop in your community. Edge4Vets is offered by the Human Resiliency Institute at Fordham University. Learn more here.