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Sydney Airport enhances customer service with video guide

9 February 2016  •  Author: Katie Sadler, Digital Content Producer, International Airport Review

Sydney Airport has launched a new online video designed to aid travellers in preparation for their journey and further enhance customer service.

Sydney Airport enhances customer service with online video

The new customer service initiative has been designed to complement Sydney Airport’s recent customer service certification awarded by the Customer Service Institute of Australia for its complaints handling processes. The video will prepare travellers for both their journey and airport experience.

“The new video is the latest technology we’ve harnessed to improve the passenger experience”

“Sydney Airport aims to provide customers with a positive airport experience, so we’ve launched a friendly and informative video to help infrequent travellers on their journey through the airport,” Sydney Airport Managing Director and Chief Executive Officer Kerrie Mather said.

“The new video is the latest technology we’ve harnessed to improve the passenger experience, complementing our Sydney Airport app, social channels, mobile and web presence,” Mather added.

The video, which is being promoted on the Airport’s digital channels and website, follows a couple from kerb to gate, providing tips on a seamless airport experience from check-in to departure.

The launch of the new video follows the airport’s recent achievement of International Customer Service Standard (ICSS) certification by the country’s peak independent customer service body, the Customer Service Institute of Australia.

Customer service video compliments ICSS certification

Sydney Airport enhances customer service with online video

“We’re thrilled to be the first Australian airport to receive certification for our complaints handling framework, in recognition of our efforts to respond to feedback from and improve the experience of close to 40 million passengers per year, as well as our airport partners and the wider community,” Ms Mather said.

“The ICSS certification formalises our commitment to customer service excellence, supports our customer-centric culture and provides a framework for continuous improvement.

“It also recognises Sydney Airport’s investment in our people, as we continue to equip them with tools to work collaboratively with our partners across the airport community to deliver customer service excellence.”


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