Creating a first-class experience at Glasgow Airport
The Challenge
The Covid pandemic brought air travel to an abrupt halt. Glasgow Airport needed to find a way to encourage customers back to travelling with them. Not only did it have a new competitor in remote working, but it had a more familiar one too, with Edinburgh airport’s expansion plans.
Services: Customer Vision : Customer Strategy
The Impact
No.1
Glasgow Airport voted Airport of the Year at the 2024 Scottish Transport Awards, with judges praising the transport hub for its operational excellence and efforts to continually improve the passenger experience
The Outside-in Perspective
Our team spent a week immersed in the Glasgow Airport experience, observing passengers and colleagues to see first-hand the pain points and opportunities that existed. We then arranged for several passengers to share in-depth video diaries of their Airport experience, from first booking right through to landing back at Glasgow Airport after their trip.
The Insight
It became clear there was a disconnect between brand promise and the reality experienced by passengers. There was little difference in experience for a business traveller and a family. And the lack of the right amount of communication resulted in an ‘uneasy relaxation’ period whilst waiting for flights.
The Solution
The team defined a new customer experience vision and promises for Glasgow Airport, uniting all colleagues and stakeholders under one ambition, and identifying a series of improvements and initiatives to rapidly improve the passenger experience.
“I must say, it was absolutely remarkable! I felt an instant connection as it seemed like you were able to understand and articulate the exact thoughts and concerns I had been struggling to get acceptance of and traction on. Your work has been a game-changer.”