Passenger Information Provision, Cardiff Airport
Creating an enhanced customer experience
Cardiff Airport welcomes over 1 million passengers per annum. Working as a sub-consultant for a tourism consultancy we were asked to create a sense of welcome into Wales for incoming visitors and identify new opportunities to enhance the provision of information services within the airport.
Working with the management team we reviewed the information services provided at Cardiff Airport in terms of the customer experience. We also carried out research to identify the different options for future information provision.
We recommended a ‘hub and spoke’ approach with a range of information solutions throughout the passenger journey within the airport, including the use of technology lead solutions such as self service kiosks and face-to-face human interaction to enhance the customer experience.