Executive Summary
Due to its latest remodeling, the Brookfield Airport has increased its number of passengers, this situation is affecting the quality of the airport service, in a recent survey the passengers showed their discontent in some areas regarding the service of the airport. The Midland Airport Authority should find out ways to solve this situation.
FINDINGS
1.To Expand VIP areas where customers feel more comfortable and know that they are very special.
RECOMMENDATIONS
Top 4 passenger complaints:
1.)Car park
2.)VIP lounge
3.)Sings including TV Screens
4.)Baggage
2.To create an extra costumer service support in order to reply quickly to complaints from users. With a hotline available 24 hours.
CONCLUSION
The problems should be resolved in agreement with the Midland Airport Authority and the airlines operating in the airport so the budget can be divided and all the issues reported in the customer survey can be addressed and solve as soon as possible.
3.Increase control of baggage from the check in to delivery to ensure effective delivery and zero setbacks
4.Create a checkpoint before check in, order to organize and streamline the lines and put more self-check in machines around the airport
INTRODUCTION
•Biggest complaints
•Budget for solving some problems
•Strategy for sub sane the perception of the airport