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Your email address will not be published.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

IMG_0833

Topflight Drops Worldwide Programme and Madeira for 2018

Michael FloodJanuary 16, 2018
EU PSD2

Irish Travel Agents on PSD2 Card Surcharges Ban

Neil SteedmanJanuary 16, 2018
Artists impression - Brittany Ferries Connemara

Brittany Ferries Announces New Cork-Santander Route

Michael FloodJanuary 16, 2018
Travel Deals

Great Value Travel Deals – 16th January 2018

Sarah SlatteryJanuary 16, 2018
SuperBreak Montenegro

SuperBreak Launches Short-Break Charter Packages from Belfast and Derry

Neil SteedmanJanuary 16, 2018
Job Opportunities

Click&Go Seeks Weekend or Part-Time Sales Executive

Neil SteedmanJanuary 16, 2018
Amazing Thailand Open to the New Shades Blog Campaign

Amazing Thailand Roadshow Coming to Belfast, Cork and Limerick

Michael FloodJanuary 16, 2018
The Florida Keys

The Florida Keys are Back in Business

Michael FloodJanuary 16, 2018
Air France Hop! Embraer 170

Air France to Launch Paris Service from Cork Airport

Neil SteedmanJanuary 11, 2018

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