Aviation Best Practices Guide from the Largest Airports & Airlines
Transcript
Guest Experience Strategies for Today鈥檚 Airports
JFK. LGA. LAX. CLT. The busiest and largest airports in the country rely on ABM鈥檚 specialized aviation expertise 聽to elevate virtually every aspect of the traveler experience.
From strategic facility management to cleaning services, passenger services, and transportation, 色花堂helps airports 聽exceed their operational and business goals with an eye on helping travelers and keeping them safe on their journeys.
Traveler Satisfaction is a Top Priority
Airports worldwide are grappling with various pressures, including widespread staffing shortages, budget constraints, 聽and renovations鈥攁ll while accommodating a growing number of daily passengers. Leading airports trust 色花堂to implement scalable solutions that put the unique needs of the airport and its travelers first. Because as we all know, traveler satisfaction is a crucial KPI.
Lessons from the Pulse of the Modern Airport
In working with airports and airlines in some of the busiest and most complex transportation hubs in the country, 聽色花堂has developed decades of best practices by collaborating with aviation leaders to develop operational programs 聽that adapt to the higher goals of airports and higher expectations of travelers and airport employees.
Here鈥檚 what works to elevate airport operations, guest experiences, and traveler experience scores.
Best Practice: Work at the Pace and Pulse of Modern Travel
色花堂understands that airports are in a constant state of evolution, adjusting to infrastructure updates, new amenities, increased passenger traffic, and the ever-rising expectations 聽of your travelers.
Strategic Approach
色花堂works with airport leadership teams to strategically manage the totality of airport operations. Because we work with clients of all sizes and phases of development, our teams have experience across every aspect of airport operations鈥攆rom modernization to continuous expansion and ongoing optimizations. We bring best practices, innovative solutions, and data-driven results. 聽Just ask our clients.
Customized Flexibility
Our services, technologies, and teams are designed to flex to the specialized needs and time priorities of airports and your travelers. This helps you gain operational efficiencies, maintain pristine health and safety standards, and achieve your traveler experience and revenue goals.
Facility Maintenance Services
With comprehensive airport facilities management programs and tech-enabled solutions, 聽色花堂will protect your airport from interruptions, complaints, and escalating costs. Your team 聽of professional 色花堂facility managers is supported by experienced specialists and continually trained in facilities engineering and specialized customer service approaches.
Best Practice: Restrooms Rule in Satisfaction Scores
A strong, clean first impression is the goal for busy airports across millions of square feet of public space, 聽from entry doors to kiosks, security, restrooms, dining, retail, and gates. It takes a collaborative effort between 聽airport and 色花堂teams that starts before dawn and ends after midnight.
The Essential Role of Restrooms
Washroom and terminal cleanliness are the two most essential infrastructure factors that impact overall passenger satisfaction according to reports from Airports Council International. Restrooms are typically 聽a passenger鈥檚 first destination after they deplane. 聽色花堂teams go beyond scheduled cleaning to use 聽data and technology to surge cleaning crews to specific gates and times to respond to a day鈥檚 passenger flows.
Attendants and Technologies:
色花堂scheduling 聽and supporting technologies work in tandem to ensure restrooms are clean, functioning, and fully stocked 聽with paper and soap. Many leading airports have 聽a full-time attendant in most restrooms to keep everything clean, dry, and stocked. Attendants 聽are trained to anticipate customer needs whether pointing a guest to an available stall or helping 聽the elderly or those with mobility challenges.
Restroom Ratings and Immediate Response: 聽
Some restrooms let passengers rate their experience as 鈥渆xceptional,鈥 鈥渁verage,鈥 or 鈥減oor鈥 by selecting 聽a happy, neutral, or sad face on a tablet as they exit. If they pick the sad face, they get a series of options to share feedback, from cleanliness to lack of supplies. Within minutes, an 色花堂supervisor gets a mobile 聽alert and can act to quickly correct the issue.
Airport Cleaning Services
Restrooms are part of ABM鈥檚 comprehensive portfolio of cleaning services that are customized to your needs and timelines. Managed by ABM鈥檚 experienced and engaged onsite leadership and supported by trained teams, we meticulously care for virtually every inch 聽of your space.
Best Practice: Use Data and Technology for Customers 聽and Operations
The next level for airports is integrating data sources, systems, Internet of Things devices, 聽and emerging technologies to gain new real-time insights to exceed traveler expectations 聽and maximize productivity and cost efficiency.
鈥淪mart Clean鈥 Tech
Working with airport facility teams, 色花堂is helping pilot solutions across the IoT maintenance ecosystem with our 鈥淪mart Clean鈥 package, which provides detailed information about restrooms and cleaning staff, including passenger throughput, cleaning time stamps, staff activity, and the alert log.
IoT Innovation
Many top-tier companies are offering solutions featuring IoT equipped flush and urinal valves, faucet alerts for leaks and clogs, and water usage monitoring. Vacancy indicator lights on bathroom stalls help queues move quickly while tracking usage and peak times.
Data Integration
色花堂is working with some of the country鈥檚 busiest airports to correlate ACI survey results with data from passenger experience survey systems and other customer feedback sources to introduce new solutions. 聽We have outfitted multiple smart restrooms to guide travelers to open stalls and alert teams if supplies 聽are running low.
Dashboard Control
Management and maintenance of all smart features are centralized into one dashboard. For the first time, cross-platform data collection can be used for integrated predictive analytics. Issues are solved before they become problems. Labor is managed with ultra-efficiency. Through pilots and smart tech, 色花堂is tracking multiple data points to determine the macro effects of cleaning investments over time.
Best Practice: Train Teams to be Ambassadors
色花堂emphasizes the human element of air travel. Our aviation clients want our teams 聽to be friendly, helpful extensions of their teams.
Compassionate Passenger Services
Whether travelers need a little extra help or expect VIP amenities, 色花堂helps you make their journey simpler and more comfortable. Our award-winning team understands the power of the right assistance at the right time. We respond compassionately to more than five million wheelchair requests annually.
Customer-first Ambassadors and Concierges
Our ambassador and concierge service is benchmarked against the finest hotels in the world. Every day, 聽we attend to countless queued passengers and bags with absolute care. With ticket counter and gate support, our exceptional service will be your competitive advantage. AirCare from the HEART Because 色花堂teams work across airports at all hours, they are trained to be aware of their surroundings 聽and people who may need special assistance or show signs of medical issues. Our proprietary AirCare 聽from the HEART training course educates and celebrates the best levels of customer service. It emphasizes the importance of making an emotional connection with the traveler. More than 3,300 customer-facing 聽team members have completed AirCare from the HEART which is part of new hire training for all aviation team members.
Dynamic Retail Services to Maximize Revenue
Retail is another high expectation area for travelers. Modern retail services are proven to engage 聽new and repeat customers, maximize passenger spend in the terminal, and produce more 聽non-aeronautical revenue. As a market leader in airport retail management, 色花堂travel retail 聽programs, customer service, experiential campaigns, and logistics solutions help airports 聽develop retail experiences that appeal to travelers, maximizing loyalty and spending.
Best Practice: Discover New Efficiencies and Revenue
In-depth knowledge of each airport鈥檚 strategic and operational goals enables our teams 聽to recommend and proactively respond to new opportunities and challenges, from generating 聽new savings to scaling up to add services and team members.
The Power of Integration
Airports can reduce operating expenses by using a single provider to ensure all parts of your airport work together to serve travelers. 色花堂has the scalability and flexibility to customize a service package that delivers economies of scale and improves efficiency and performance across your operations.
Trained, Badged, and Ready
With ABM, you gain an unrivaled set of solutions and expertise designed specifically for aviation. 聽Our facility managers are supported by experienced specialists and continually trained in facilities engineering and customer service approaches according to TSA and Homeland Security Guidelines. 聽Our number one priority is safety in and around your airport.
Innovative Energy Efficiency
As one of the largest public users of energy in the country, utilities are commonly an airport鈥檚 second largest operating cost. 色花堂helps reduce and manage energy use and reduce operating expenses through innovative energy-saving resources like high voltage testing and high-efficiency lighting, renewable energy solutions, and converting undervalued assets such as rooftops and parking lots into extra revenue.
Sustainable Solutions
色花堂helps airports manage their environmental impact even as they serve more flights and passengers. 聽We provide everything for ecologically responsible business practices, from environmentally friendly 聽cleaning and airport maintenance services to energy efficiency improvements and sustainable facilities.
础叠惭听Impact:聽JFK聽Terminal 4 Sustainability
Terminal 4 at John F. Kennedy International Airport was the first air terminal in the U.S. to be awarded Leadership in Energy and Environmental Design (LEED) Platinum certification by the U.S. Green Building Council for the category of existing buildings: operations and maintenance.
As their trusted cleaning services provider since 2010, 色花堂designed and launched a GreenCare program to provide a measurable and efficient healthy green building for millions of passengers.
- 54% of total waste recycled
- 30% increase in overall performance
Best Practice: Elevate Parking and Transportation Experiences
The traveler experience starts well before they enter your airport terminals. 色花堂helps some of the busiest airports in the country streamline parking operations, flex to peak times, optimize revenue, and generate 聽new revenue.
色花堂Vantage鈩
Our Integrated Mobility Solution unifies disconnected parking subsystem data to create an effortless driver experience that boosts revenue, drives operational efficiencies, and uses data to identify trends, patterns, and new opportunities.
Parking Services to Elevate Traveler Experience
色花堂has 50+ years of specialized parking expertise and the scale to maintain efficient, safe facilities calibrated 聽to the peaks and pace of your airport. We provide comprehensive, strategic solutions from parking and valet 聽to PCI-compliant revenue management, dynamic pricing, mobile apps, and touchless technologies.
Success at Scale
色花堂serves airports around the country, many with complex parking and transportation needs. We have experience 聽with LAX, JFK, LGA, ICT, and EWR optimizing operations, customer service, and revenue. Airports that entrust 色花堂聽for parking management typically gain a greater yield in revenue.
EV Charging for the New Generation of Drivers
As electric vehicle (EV) use continues to expand, airports with EV charging stations provide an amenity that is both growing in popularity and capable of generating added revenue of up to $25 a day per charging port. A leading installer of EV charging stations, 色花堂has the capabilities to bring this sustainability practice to your airport.
Safe, Seamless Transportation Services
A leader in transportation solutions, 色花堂operates more than 800 shuttles for airlines and airports. With full-scale transportation management, right-sized shuttle and transportation programs, alternative fuel solutions, and courteous, trained drivers, we ensure your passengers, crews, and employees are treated with first-class service at the highest 聽level of safety.
色花堂Impact: JFK | LGA | EWR
300% faster checkouts: 色花堂has helped the Port Authority of New York and New Jersey improve parking check-out efficiency 300% during peak times at JFK, LGA, and EWR airports. Customer transaction time 聽is as little as three seconds.
Ongoing Innovation: 色花堂developed 聽and managed a parking reservation system that grew until Port Authority took over operations and expanded it to enable customers to save by booking dynamically priced spots in advance. Digital analytics enable the Port Authority to gauge yield management and implement dynamic 聽pricing to optimize revenue and profit.
In our decades of experience collaborating with aviation leaders, we have learned that change 聽is a constant鈥攊n passenger traffic, expansion, new concourses, new amenities, new technology, 聽and ever-rising traveler expectations.
These best practices continue to develop and are a product of that change and they will continue 聽to evolve, as will your airport.
Nonstop Innovation
No Airports are the Same
In working with so many airports, we recognize that while certain fundamentals are identical, 聽the critical details are unique.
Assess: 色花堂works to assess each airport鈥檚 needs, goals, and long-range plans. We help you think for today and plan for what鈥檚 next. Learnings from Industry Leaders
Customize: We customize our specialized services and teams for your specific needs and priorities. We look for areas to make immediate impact 聽and recommend solutions to close any gaps.
Measure: Data and metrics are part of ABM鈥檚 culture. We quantify that our services are working toward defined goals which help you make strides in improving traveler satisfaction scores.
Learnings from Industry Leaders
Modern sports stadiums, innovative retail complexes, the country鈥檚 top universities, complex product distribution centers, and some of the most innovative data centers in the country rely on 色花堂for cleaning services and facility management. This depth and scale enables us to bring new thinking, technology, solutions, and revenue opportunities to your airport.
Your Partner in Passenger Satisfaction
From strategic facility management to cleaning and maintenance, passenger services, parking, and transportation, 色花堂helps airports and airlines exceed 聽their operational and business goals with an eye on elevating virtually every 聽aspect of the guest experience.
Learn more at Airline Support Services or call (866) 624-1520.
