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INNOVATING TO PRODUCE RESULTS
HIGH-QUALITY SERVICE
FOR PASSENGERS AND AIRLINES
R E P O R T O N A CT I V I T I E S A N D S U S TA I N A B L E D E V E LO P M E N T 2 014
Customer satisfaction is central to the strategy of Aéroports de Paris. Our objective is to be among the airports that passengers and airlines prefer. As part of this effort, we created a customer satisfaction division in 2014. All of our staff strive to achieve the highest service quality levels in Europe. ATTENTIVENESS AND BUILDING A SERVICE CULTURE The passenger observatory surveys more than 14,000 passengers every quarter. It tracks 70 indicators and specifies the profile and expectations of passengers in each terminal. After bringing world class facilities into service in 2012 and 2013 and simplifying the connecting flight experience at Paris-Charles de Gaulle, priorities now include renovating the oldest terminals, increasing the number of customer service staff and instilling a service culture throughout our company and in the mind of every employee. A COMMON REFERENCE FRAMEWORK P’RéférenCiel specifies the experience we would like customers to have at every step of their visit to the airport, be it in arrivals, departures or for a connecting flight. Conceived in accordance with their expectations and industry best practices, it is now accessible to all employees via a dedicated intranet site. Based on P’RéférenCiel’s recommendations, several improvements have been made. For example, we have made arrivals in Terminal 2E simpler, more fluid and better lighted, and
we now provide information on public transport in the baggage claim areas. 120 screens have been deployed to enable passengers to choose the transport mode that is best for them. In addition, videos show a selection of cultural events in Paris and exhibits drawn from Paris Worldwide, the new complimentary magazine offered to passengers. CLOSE COOPERATION Our teams work with the airlines, service providers, customs, and air and border police to improve the passenger experience. Security checkpoints are grouped and spread out in such a way as to ease the flow of passengers. 37 automated PArafe passport control systems have been deployed for frequent travellers. Priority lanes are in place for people with reduced mobility, families with children during major holiday periods and passengers of flights whose boarding procedures are closing. Whenever possible, connecting passengers pass through a single checkpoint. Service quality committees, service forums and seminars dedicated to this topic help achieve improvements on an ongoing basis. A new technique for improvement, Obeya, was implemented in 2014. Obeya is a daily fiveminute meeting of operational staff to discuss and resolve operating problems on the spot.
TO LEARN MORE
aeroportsdeparis.fr
AÉROPORTS DE PARIS
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