20 Passengers
Customer service
For Genève Aéroport, customer satisfaction and comfort are always of paramount importance. In 2011 it therefore launched several new services in this area, including: better signage around the airport; the creation of priority security channels for selected, high-value passengers; and enhanced services for VIPs. During the year the airport also undertook more than 4,200 official receptions, which are reserved for top-level political visits.
Although Geneva Airport is a major piece of infrastructure that is used by, and benefits, the whole region, Genève Aéroport does not consider itself solely as a manager of aeronautical facilities. Regarding itself as a significant, true service business, it makes every effort to enhance its customers’ satisfaction and comfort.
As evidence of this, the airport’s broad range of services offered to passengers for some years includes everything from nursery-based childcare (more than 8,000 children were looked after in 2011) to free wi-fi, via the opportunity to reserve on-site parking online, and a network of passenger-information screens.
In 2011 Genève Aéroport again introduced, improved or encouraged a wide variety of services. Designed to combine quality with speed, several initiatives were also taken to streamline and shorten the time taken for some essential procedures. In addition, since details are often important to passengers, the airport’s renovation enabled it to enhance user comfort in the shape of radically transformed toilet facilities on the arrivals level.
All these measures have borne fruit, as demonstrated by the airport’s regular customer satisfaction surveys. These are focused as much on measuring the qualitative as on the quantitative. Needed to enable the airport to pursue its policy of quality