Stories TERMINAL 2 ❝
Space and tranquility aren’t usually words associated with airport check-in, but Terminal 2 has changed the way we work.
The design allows natural daylight to flood into the building, and where we used to see long queues at check-in, the three-wave check-in concept and common baggage-drop desks enable us to process our customers quickly and efficiently.
I engage with customers throughout their airport experience, and I feel much closer to them when I am standing right next to them in the self-check-in process, rather than behind the check-in desk.
Having the Star carriers under one roof has benefitted us all, and we are working much more closely as a result.
I’ve also noticed that more of our customers are coming to Terminal 2 early to enjoy the duty-free shops and restaurants, or simply to work and relax in the lounge.
Working at the airport, we can lose the feeling of how special “going abroad” is. But talking to our customers gives us motivation to provide better service from the heart, not just as duty.
There is nothing more rewarding than a “thank you”. One day, a little boy gave me a piece of paper, on which he wrote “Thank you ANA” with a picture of himself. He was very shy, so his mother explained how much he loves travelling with ANA. He made my day.
HEATHROWT2.STARALLIANCE.COM
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