AIRPORT WORLD / JUNE-JULY 2013 19 19
ACI VIEWPOINT
View from the top
ACI director general, Angela Gittens, reflects on the importance of putting passengers first and the need to do more to promote a more positive public perception of airports.
Airport directors and operators pride themselves on placing passengers at the heart of their operations. In my travels, I see countless examples of thoughtful design and well-managed passenger facilitation initiatives, and learn of many more in my conversations with ACI members, government officials and other industry stakeholders.
Airports leaders know the value of placing passengers first and consequently have invested in facilities and woven airport business strategy around passengers. This we know.
From the passenger perspective however, airport facilitation efforts are often an airport’ s best kept secret. As airport leaders, we are often so busy managing our operations and rolling out new initiatives that we fail to invest in promoting the value and even existence of our passenger facilitation investments and projects to our most important stakeholder – the passenger.
We can all attest to the fact that without a gentle nudge in the right direction, airport passengers can choose to view the glass half empty rather than half full. But pointing out what we do today, can go a long way in helping airports to move the public perception needle to accurately reflect the reality that airports facilitate the travel experience, protect passengers and serve as the passenger’ s advocate in our dealings with the many parties that control or affect the passenger journey through the airport.
As a key priority, ACI is developing strategies and practical tools to help our member airports better promote the tangible and intangible ways in which they positively impact the passenger journey.
Our goal is to help the airport sector assume its earned seat in the arena of positive public perception for its efforts to minimise disruptions, problems and delays and continuously strive to improve the passenger experience as well as boost local and national economies by facilitating commerce, tourism and generating employment.
We will share news with you very shortly as we reach final consensus on a co-ordinated global industry approach.
AW