Customer Service in Aviation

What is the role of Tripadvisor in customer service?

• Financial analysis

• Airports can read Customer feedback

• Employee training

• Marketing strategy

LBA is changing the layout of their airport to improve customer experience. What are they building?

• A new parking lot

• A new terminal

• A new runway

• A new lounge

What would happen if information at the airport was not visible or accurate?

• Passengers would find their way easily

• Passengers might miss their flights

• Passengers would enjoy their time

• Passengers would have no issues.

What is the role of airport signs at airports?

• To confuse passengers

• To ensure passengers remain in the correct area and move in the correct direction.

• To delay flights

• To increase ticket prices.

Fill in the blank: Airports are rated on a scale from 1 star to ___ stars in sky trax the online airport rating website.

• 3

• 4

• 5

• 6

What is the purpose of employing mystery shoppers in airports?

• To increase sales

• To rate and comment on services and facilities to provide feedback to the airline or airport.

• To manage airport staff

• To advertise the airport.

Fill in the blank: Mystery shoppers are employed to use airport facilities and then ___ on the service.

• A) ignore

• B) rate & provide feedback to the airport or airline in a report

• C) complain

• D) promote

Which of the following is a method used by airlines to measure service quality?

• Customer surveys

• Fuel consumption

• Ticket sales

• Flight delays

Do airports and airlines use customer surveys as a measurement method?

• Yes

• No

Airlines monitor customers who have a frequent flyer to monitor how often a customer uses them.