Inverness Airport in Scotland has been recognized for customer service during the pandemic by Airports Council International (ACI) World through its Voice of the Customer initiative. The level of passenger satisfaction is regularly measured against a global benchmarking program delivered by ACI, which involves surveying passengers as they pass through the airport.
However, ACI World recently introduced the Voice of the Customer program to identify airports that continued to prioritize their customers and ensure their voices were heard during the Covid-19 pandemic.
Commenting on the recognition, Inverness Airport general manager Graeme Bell said, “At the start of the pandemic we introduced additional measures to keep everyone as safe as possible at the airport. Covid-19 has undoubtedly had an impact on our customer experience, but we have gone out of our way to ensure we continue to provide the same level of professionalism and friendliness our passengers are used to and expect.
“We’ve listened to feedback and I’m very proud of my team for being able to adapt so well to the needs of our customers during this difficult time.”