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Enhancing the travel experience and delivering great customer service at Gerald R. Ford International Airport

Author

Listed:
  • Hernandez, Tara M.

Abstract

What motivates passengers to travel through our airport? We know travellers rant about tiny aircraft seats, lost luggage and the ticket prices before they travel, but there are ways we can entice them to fly out of the Gerald R. Ford international Airport in Grand Rapids, Michigan to keep them coming back time after time. When big city airports lose the grasp of why we fly, we bring travelers back in. In this paper, we examine some of the reasons we’ve been successful in Grand Rapids with customer service at our airport, and ways you can work to make the airport friendlier, more comfortable and welcoming. We’ll dive into the reasons social media at our airport has grown, ways one can take a small holiday and turn it into a customer service outreach, and some of the ambassadors – both humans and dogs – that have enhanced our customer service experience at GFIA

Suggested Citation

  • Hernandez, Tara M., 2015. "Enhancing the travel experience and delivering great customer service at Gerald R. Ford International Airport," Journal of Airport Management, Henry Stewart Publications, vol. 9(1), pages 30-35, January.
    • Handle: RePEc:aza:jam000:y:2015:v:9:i:1:p:30-35
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    More about this item

    Keywords

    therapy dog program; Michigan; customer service; social media; contests; ambassadors; visitor information;
    All these keywords.

    JEL classification:

    • R4 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics
    • R40 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - Transportation Economics - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General

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