Create a culture of caring at your airport: Johanne Gallant, Fredericton International Airport
Watch this exclusive voxpop which was filmed at the ACI World Customer Experience Global Summit in Krakow, Poland.
Johanne Gallant, President and CEO at Fredericton International Airport answered the question “how do we rehumanise the airport experience?”
Johanne said we need to create a culture of caring. Making sure that at all levels everyone is there to serve the passenger. Technology is helping us to process passengers quickly, but passengers still need to be able to talk to someone if something goes wrong. We need to keep it human as well.
What do you think? Let us know in the comments below!