News

Sky Bridge Banter Wall Helps Dublin Airport Top Customer Service Survey

Sky Bridge Banter Wall Helps Dublin Airport Top Customer Service Survey

Dublin Airport recently topped a survey, conducted by Airports Council International, being placed first for customer service among airports of its size in Europe. The results mark huge progress for the airport, which just a few years ago was bottom in a similar ACI survey.

The key to success for Dublin Airport is focussing more on what the passenger is saying day to day to make small changes. The airport teams are focussing on the direct feedback from the Customer Experience team, Happy or Not responses from Quality Improvement and the quantitative and qualitative research from Insights team to measure customer satisfaction. One of the creative initiatives centred on such improvement is the ‘Sky Bridge Banter Wall’.

The concept was created by the Passenger Journey Improvement Team, which regularly reviews feedback from passengers and identifies areas for improvement. The Sky Bridge was an area flagged in need of a bit of a facelift and so the team focused on improving its visual aspects. Several concepts were put forward before the team agreed on the ‘Skybridge Banter Wall’ initiative. “We felt that by trialling something different using the existing space we would hopefully put a smile on our passengers faces,” said Laura Shields, Quality Improvement Manager.

Dublin Airport Banter Wall (2)On the departure side of the Sky Bridge journey, passengers are met by images of clouds decorating the walls. Each cloud contains some witty words, such as: “I’m Irish, what’s your superpower?” and “Perhaps hot chocolate wants to be called beautiful chocolate once in a while”. On the arrivals side, passengers are welcomed by popular Irish phrases and sayings, such as: “Great drying weather out there” and “If it falls off its staying off”.

Laura added: “Passenger satisfaction has improved consistently since the introduction of these images, and the response we have received has been very positive. We would like to encourage our passengers to share their favourite ‘Sky Bridge Banter Wall’ selfies with us, #DUBbanter.”

Click to add a comment

Leave a Reply

Your email address will not be published. Required fields are marked *

News

NEIL STEEDMAN has been a trade journalist, copywriter, editor and proofreader for 50 years, and News & Features Editor for ‘Irish Travel Trade News’ for the past 40 years.

More in News

Lorraine Quinn, Celebrity Cruises, meets Lisa Brennan

Ian Wins Paradores Prize at Irish Travel Industry Trade Show

Michael FloodMarch 27, 2017
1-IMG_2212

Portugal Shows Growth in Irish Visitor Numbers in January

Michael FloodMarch 27, 2017
Transavia_2

Transavia new flights from Dublin to Munich

Michael FloodMarch 27, 2017
IMG_1541

Dee Burdock Attends White House Shamrock Presentation

Michael FloodMarch 27, 2017
sunway_logo_dark_bg Hi-Res

Sunway Has Job Vacancies

Michael FloodMarch 27, 2017
Dublin Airport Departing Passengers

Dublin Airport Named One of World’s Best Airports

Michael FloodMarch 27, 2017
IMG_3531

Shannon Airport Sponsors TIGS at Portmarnock Links

Michael FloodMarch 25, 2017
IMG_3472

Turkish Airlines to North Cyprus

Michael FloodMarch 24, 2017
Government support needed to navigate challenges facing Irish Travel Trade
 
 
Dublin, 22nd March 2017  The Irish Travel Industry Trade Show, Ireland’s largest ever travel trade show, took place in RDS Hall 3, Dublin 4, today to a large gathering of travel professionals from across the country. The event was an opportunity for travel professionals to meet and discuss the growing challenges facing the industry. Pictured at the trade show are Pat Dawson, CEO of the ITAA and Cormac Meehan, President of the Irish Travel Agents Association (ITAA).
***NO FEE***
Photography: Conor Healy/Picture It Photography
For further information please contact:
Maree Rigney, Limelight Communications, maree.rigney@limelight.ie 01 668 0600 or 086 3587153
Kathryn Byrne, Limelight Communications, kathryn.byrne@limelight.ie  01 668 0600 or 085 233 6033

ITAA President Calls on Minister Ross to Address Bonding and Brexit

Michael FloodMarch 24, 2017

Copyright © 2016 Belgrave Group Limited, C4 Nutgrove Office Park, Nutgrove Avenue, Rathfarnham, Dublin 14, Ireland