Future Travel Experience
25 April 2024
Istanbul Airport aims to be a pioneer of digital transformation and is utilising cutting-edge technologies to take its CX efforts to the next level. In this interview, iGA Istanbul Airport’s Ahmet Er, Digital Transformation and Channel Management Deputy Manager, and Dilanur Çetinalp, Digital Transformation and Channel Management Supervisor, share the strategy to become the world’s most guest-centred hub airport.
“Istanbul Airport has an important location at the intersection of Asia, Europe, the Middle East and Africa, and is the first and often the only point where our guests set foot in Turkey,” Er begins. “With this multicultural environment of national and international guests comes differentiating feedback. We have a complex structure and service environment that interconnects a variety of different teams. Our business as Istanbul Airport is defined by ‘hospitality’ first and foremost. ‘Hospitality is our duty’ is not just a concept that we limit to the behaviour patterns of our staff in contact with passengers, but our term of reference, a definition of our job itself. In this vision, our aim is to make our guests feel like they are at home by maintaining our service quality at every point.”
Indeed, with this service mentality prioritising customer satisfaction, Istanbul Airport puts into practice efforts to offer passengers a journey that combines technology with the physical environment. “We pursue a strategy enabling us to adapt ourselves to changes in the fastest manner possible and to become a pioneer of digital transformation,” says Er.
[Read more: Istanbul Airport’s focus on AI, Machine Learning, AR and VR (futuretravelexperience.com)]
