Experience – Enhancing Partner and Passenger Experience in the Context of Change
To ensure high customer experience standards amid growing passenger numbers and ongoing infrastructure changes, LTOU must optimize operations, minimize disruptions caused by infrastructure upgrades, and maintain service quality. Initiatives include updating digital channels, implementing self-service systems, and establishing clear CX standards.
Strategic Context
- Managing increased passenger flows: To handle rising passenger volumes, LTOU must optimize operations to avoid congestion and delays. Efficient check-in, security screening, and baggage handling processes are crucial to maintaining smooth customer flows and overall service quality.
- Managing infrastructure changes: Infrastructure upgrades are necessary but may disrupt normal operations. To minimize inconvenience for passengers, clear communication, effective wayfinding, and comfortable temporary infrastructure solutions are essential to ensure a smooth transition.
- Digital channels and self-service: Airport digital channels and functions related to flights, navigation, and purchasing services must be reviewed and aligned with experience improvements implemented in other areas.
Key Activities
- Update the CX strategy and processes.
- Develop self-service systems and enhance digital channel user experience.
- Focus on developing partner experience.
- Improve employee work experience.
- Ensure convenient access to the airports.
Objectives
- Achieve 68% NPS by 2028 (from 62% in Q1 2024).
- Increase partner satisfaction rating to 80% (from 76% in 2023).
- Achieve ACI World Customer Experience Accreditation Level III by 2028 (from Level I in 2024).
- Improve employee engagement index from 62 in 2023 to 67.
- Reduce security checkpoint waiting time by 50% – down to 10 minutes by 2028 (compared with 20 minutes in 2024).