CUSTOMER SERVICE
That’s entertainment
Airports continue to raise the bar on customer service by launching a host of innovative new initiatives this year, writes Joe Bates.
I
nteractive airbridges, art exhibitions and the opening of the world’s first airport library are just a few of the customer service focused initiatives launched by airports across the globe this year. Others have introduced their own magazines, launched new customer
service training programmes and unveiled recognition and reward schemes for staff going the extra mile. Without doubt, the most innovative customer service initiative
of the last few months has to be Christchurch International Airport’s decision to transform its airbridges into an ‘interactive experience’ for passengers. The move marks the start of a major project to give the airport
an integrated visual theme based on the South Island’s popular landscapes. Visitors literally step off international flights into themed airbridges with
floor-to-ceiling images of amazing scenery like the lush West Coast bush or the golden-sand beaches of Abel Tasman National Park.
“We have worked closely with regional tourism organisations
and private operators throughout the South Island to highlight some of our best landscapes. We want to inspire people to visit them.” The initial two visual themes of the airbridges showcase the
dramatic landscapes of a West Coast forest, and a beautiful beach cove in Abel Tasman National Park. The next airbridge is due to open in November and will focus on the rich-toned landscape of MacKenzie Country. Future aspects of the theming and branding project include a
video wall and water feature. The water feature will be located just before Customs and offers visitors the chance to sample the clear, pure, naturally filtered water of the Christchurch aquifer, which lies below the airport. As passengers pass through Customs, they will walk past the largest
video wall in Australasia, where images of New Zealand’s mountains, lakes and forests are designed to inspire them.
The sensory experience is amplified by sounds such as bird calls from the area, and even smells of the environment, such as fresh bush air.
The “sensory experience”, as the airport describes it, is amplified by
sounds such as bird calls from the area, and even smells of the environment, such as fresh bush air. “We want to make Christchurch an unforgettable airport, right from the
moment people step off the plane,” enthuses general manager for marketing and business development, Gareth Owen.
The spectacular South Island theme will be portrayed
on walls throughout the arrivals area, including the baggage claim area. Adds Owen: “The overall atmosphere will bring the South Island
outdoors in, and build on Christchurch Airport’s brand as New Zealand’s tourism gateway.”
AIRPORT WORLD/OCTOBER-NOVEMBER 2010 71
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