The high life!
Asia-Pacific Airports takes a closer look at a few of the customer experience news stories to have made headlines this year.
Established customer service champion, Singapore Changi, has added another innovative attraction to its bow with the opening of a new rock-climbing wall in Terminal 3.
Located in the Terminal 3 Basement and managed by The Rock School (TRS) Singapore, Climb@T3 features an eight-metre high rock climbing wall and a 12-metre long, 2.5 metre high long boulder wall that adventurers are invited to scale.
The family-friendly facility offers both guided and free-and-easy programmes for climbers of varying skill levels, from as young as two years of age to adult enthusiasts.
Phau Hui Hoon, Changi Airport Group’s general manager of landside concessions, said: “At Changi Airport, we’re constantly looking for ways to delight our visitors and inject excitement into our offerings.
“Climb@T3 is the latest addition to Changi Airport’s suite of leisure and entertainment offerings and will offer a fun and challenging experience to our passengers and visitors. We hope both new and experienced climbers will enjoy scaling new heights with us.”
Constructed by the official wall provider for the 2020 and 2024 Olympic Games, Climb@T3’s star attraction is the eight-metre High Wall, spanning Basements 2 and 3. CAG notes that adventurers can challenge themselves with over 20 different climbing routes to pick from, with each ranging in difficulty from beginner to intermediate levels.
Better, stronger, faster Wi-Fi
Hamad International Airport (DOH) believes that it has set a new bar for customer experience levels at airports with the launch of the next generation Wi-Fi 6 service across its state-of-the-art terminal.
The airports says that it undertook meticulous design studies to achieve “seamless Wi-Fi 6 coverage from the kerbside of the terminal to the aircraft, and to provide adequate capacity and speed to meet and exceed our passenger’s needs”.
It notes that special attention was paid to the terminal areas where a high number of passengers spend a significant amount of their time, such as boarding gates, shopping areas, and food courts.
The Qatari gateway adds that in addition to supporting the needs of an ever increasing number of passengers, the new Wi-Fi system – deployed Cisco wireless technologies – will also lay the foundation for enhanced operations by allowing it to better understand how passengers move through the airport, including dwell times and traffic flows.
This, it notes, will help the airport’s management teams optimise retail opportunities, especially for the passengers using Hamad International Airport’s mobile app, ‘HIA Qatar’, as if they choose they can be told about the latest retail/F&B offers from Qatar Duty Free (QDF) and other concessionaires.
The airports adds that the improved connectivity is also benefitting a number of stakeholders and partners who increasingly rely on wireless connectivity and operational mobile apps in the field.
Hamad International Airport’s senior vice president of technology and innovation, Suhail Kadri, said: “We are continually investing in innovative technologies and solutions to provide our millions of visitors from around the world with easy access and the most seamless of experiences.
“The launch of next-gen Wi-fi services at Hamad International Airport not only fits well within our strategy of seamless travel, but also strengthens our commitment to continue to be the leading global digital airport.”
While Hasan Khan, managing director of Cisco Qatar, commented: “We are proud to support Hamad International Airport’s strategic business goals as it continues to grow and introduce new services to effectively transform the passenger experience.
“Cisco has a strong technological expertise providing secure, intelligent, and seamless connectivity for various airports across the world; and we’re happy to bring these capabilities to Qatar’s flagship airport.”
Regional customer service first for Queen Alia
Jordan’s Queen Alia International Airport has become the first gateway in the Middle East to achieve Level 3 status in ACI’s Customer Experience Accreditation programme.
To obtain Level 3, the Amman gateway notes that it implemented an “advanced customer experience strategy through multi-faceted engagement with customers, employees and customer experience professionals”.
In addition, it says that it applied “forward-thinking practices” when it came to Customer Understanding, Strategy, Measurement, Operation Improvement, Governance, Airport Culture and Service Design/Innovation.
Nicolas Claude, CEO of operator, Airport International Group (AIG), said: “Within the airport industry, customer experience is a critical driver of success. For this reason, we are delighted to be the first airport in the Middle East to have progressed to Level 3 of the Airport Customer Experience Accreditation, which emphasises our unwavering commitment to adopting global best practices that place passengers at the forefront of our priorities.
“We sincerely thank our partners and stakeholders for assuming ownership of our customer experience transformation, improving overall processes and services and reflecting Jordanian hospitality – all of which ultimately shape positive change at Jordan’s prime gateway to the world and make Queen Alia International Airport feel more like home for our passengers.”
The five-level programme is the only accreditation initiative in the airport industry to provide a 360-degree view of customer experience management and offer participating airports numerous advantages, such as identifying new practices and developing an action plan; accessing expertise, tools and training opportunities; and engaging stakeholders in improving the customer experience at the airport.