The Trinity Forum – TAV Airports
TAV Airports – Raising the bar for customer service
TAV Operation Services CEO and TAV Airport Holdings CCO Aude Ferrand talked about customer service strategy at the Groupe ADP company – built around “creating memorable experiences”.
“The first part is to create memorable environments that answer all customer needs no matter what they are. Travel will be memorable if all their needs are fulfilled.”
“Quiet assistance is another key element,” she added. “Services such as fast track, meet and greet need to be both efficient and discrete to propose seamless travel without intrusion.
“The third pillar is to have a ‘shop, dine and rest’ offer that caters to all customers while creating surprises. At Istanbul Airport for example, you can buy souvenirs at the bazaar but also discover luxury products in the boutique.
Aude Ferrand: Addressed the challenge of engaging a new generation of travellers
“The last one is personalised service,” she said. “We try to offer personalised service not just in travel retail but also in the lounges. This is more than WiFi and good food. For example, in the lounge we offer à la carte menus to give customers what they want.”
As TAV welcomes the next generation of travellers it is focusing on emotions, personalisation and social & environmental impact to engage with Gen Z customers.
Ferrand believes that loyalty is “a never-ending story” and highlighted how segmentation and “glocalisation” are crucial to driving revenue through airport hospitality.
Importantly, Ferrand also identified opportunities for Groupe ADP companies such as TAV to collaborate more closely.
This includes cross-selling, for example by integrating retail into lounges or offering deals on wine tasted in F&B outlets through the duty free store.
A single, cohesive marketplace can also be developed by integrating various services under one umbrella, while strengthening operations can create a consistent airport experience across all touchpoints, said Ferrand.
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The Moodie Davitt eZine
Issue 341 | 4 December 2024
The Moodie Davitt eZine is published 14 times per year by The Moodie Davitt Report (MA Travel Retail). © All material is copyright and cannot be reproduced without the permission of the Publisher. To find out more visit www.moodiedavittreport.com and to subscribe, please e-mail kristyn@moodiedavittreport.com