Airport World
Joe Bates
23 September 2024
Elena Sorlini, managing director and CEO of Abu Dhabi Airports, tells Joe Bates more about the transformational benefits of Zayed International Airport’s new Terminal A and the company’s customer service strategy.
Can you tell us a little more about Abu Dhabi Airports’ customer service philosophy and why you take good customer service so seriously?
Passengers today expect more from airports than they used to. Long queues and a lack of convenient, affordable commercial services are no longer considered an acceptable airport experience.
Today’s passengers expect excellence as standard, and their expectations are always rising. As a result, airports have to be flexible in the way they operate to meet the evolving passenger experience. It’s that or get left behind.
At the airport, speed is of the essence. Passengers expect streamlined processes and minimal wait times and are increasingly willing to embrace biometrics and off-airport processes to achieve this. Indeed, confidence in biometric technology is on the rise and passengers seem to appreciate using biometric data over traditional passports and boarding passes. We are well prepared for this new dynamic.
Read on: Abu Dhabi’s game changer – Airport World (airport-world.com)