Customer charter launched
14 January 2013
Aberdeen International Airport has today launched its brand new customer charter.
Created following almost a year worth of research and analysis, the charter itself is based firmly on what passengers themselves said they need from our airport.
It is part of an on-going commitment to developing the airport in line with customer demand, and the charter pledges will contribute to a number of exciting announcements in the coming months.
Work on the charter began in May last year, with 330 customer interviews and a staff forum, to gain an insight into the perceptions feeling and emotional towards the airport of staff and customers.
The analysis of that information showed 7 key areas of importance, which have been used to form the commitments in the charter.
Those commitments are:
1. We will never compromise on your safety
2. Friendly staff will always be on hand to help
3. We will make your airport experience an enjoyable one
4. We will keep you informed
5. We will treat you as our guests
6. We will welcome your comments and suggestions
7. We will always go the extra mile
Beneath each commitment sits a list of actions, against which the team will be measuring themselves on an on-going basis.
Roger Hunt is the airport Operations Director: He said: “The charter is more than just words on a wall or in a booklet; it has been created to ensure that as our business continues to grow, that the customer experience is enhanced while holding the airport to account for the customer experience.
“It lets the passenger know exactly what they can expect from us as business, each and every time they pass through the doors of the terminal. We want to ensure that every passenger’s journey proves we are more than just another airport.
“We took an unusual approach when it came to creating the charter, basing every commitment on things that customers themselves told us was important to them. Carrying out that research and what it told us about the perceptions of Aberdeen International Airport was fascinating, and has given us a unique opportunity to shape the airport for the future.”
“This launch is by no means the end of the charter journey. What we have created is something which will grow and guide us as a business. We hope it will underpin everything we do, and as commitment number six suggests we are looking forward to getting our customers views.”
Full information on the detail of the charter will be found at www.aberdeenairport.com/customercharter