CUSTOMER SERVICE
Helsinki’s art attack. From left to right: a different view of a McDonnell F-4S fighter aircraft; Supermarine Spitfire; and a Wittman.
It is quite hard to follow that, but Amsterdam Schiphol – no
stranger to customer service innovation – has certainly done its best by opening the first ever library (permanent) at an airport. The 90sqm multi-media library boasts 1,250 books and nine in-house iPads which allow visitors to spend time either reading books, watching or downloading films or listening to music while waiting for their flights. The airport admits that the library is primarily aimed at transfer
passengers with long layovers, noting that it hopes that it provides them with an “inspiring way to spend their time.” It also believes that its “daring design”, collection of high-quality and imaginative books and music, and the service offered by “expert and interested” library staff will ensure that people enjoy their visit to the world’s first airport library. The library, which contains books in 29 different languages,
is located in Schiphol’s ‘Holland Boulevard’ which has been specifically created to showcase the best in Dutch art, culture and literature. A joint initiative between Amsterdam Schiphol and the Dutch
library service with funding from government, it is similar to almost all other modern libraries on the planet with two notable exceptions – it never closes and you cannot take out books! Facilities and services such as multi-language signs, a
mini-Rijksmuseum, children’s play areas, reclining seats in front of windows and, of course, plenty of shops and restaurants has long made Schiphol a firm favourite with passengers. Talking of art, visitors to Helsinki–Vantaa are currently able to
visit a unique exhibition of aviation images by American photographer, Carolyn Russo. The exhibition, which is free and will last for six months, features
a series of fun close-up images of aircraft and spacecraft that show old and new machines in a totally new light. Russo’s photographs will be on display in Arrivals Hall 2A
and are part of the gateway’s permanent aviation exhibition that began in 2009. Previous featured artists include the Japanese aviation photographer, Katsuhiko Tokunaga, and the Finnish F/A-18 Hornet pilot Henrik Elo. Carolyn Russo is a photographer and curator with the Smithsonian
National Air and Space Museum in Washington DC. She has published three aviation-themed books.
72 AIRPORT WORLD/OCTOBER-NOVEMBER 2010
Meanwhile, earlier this year in the UK, London’s Gatwick Airport
decided to take its social networking communication strategy to another level by carrying messages on its information screens inviting passengers to leave feedback on Twitter. It is the first stage of a programme that integrates the airport’s
social media and customer service operations, and which will ultimately see Twitter being used as a feedback tool round the clock. The monitors, which are located in the check-in areas, will
periodically display the message ‘Are you on Twitter? Get in touch with us @gatwick_airport and let us know about your experience at Gatwick today.’ “We do already respond to comments via our Twitter feed, however,
this now takes it one step further by actually integrating social media into the physical space of the airport,” says Gatwick’s head of airport communications, Samantha Holgate. “We aim to use social media as a 24 hour response tool, so for
instance no matter what time of the day or night, if a passenger is at check-in and has a comment to make, we will be able to capture that comment and where appropriate, action it there and then.” Not to be outdone in the communications stakes, rival Heathrow Airport
recently launched its first official on-airport consumer magazine. The new quarterly publication is entitled Heathrow T
raveller and will
supposedly offer passengers and Heathrow’s WorldPoint members an “inspiring and informative mix of news and features from the airport and around the world.” As well as travel ideas and advice on the 180 destinations served
by Heathrow, the magazine will feature interviews with renowned travel experts and celebrities, and a round up on the latest fiction, film and music. Nick Adderley, Heathrow’s marketing and insight director, says: raveller offers our passengers a rich assortment of news
“Heathrow T
and information to make their journey through the airport as enjoyable as possible. It really captures the spirit of Heathrow and the excitement of flying to destinations far and wide.” Copies of the magazine are available across the airport’s terminals
and onboard Heathrow Express. It is also be available at
heathrow.com as a digital publication. Across the pond in the US, Portland International Airport (PDX) is
now eight months into a new initiative based on raising the bar of customer service, roadway to runway, and rewarding any of the 10,000 staff that do.
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