Metropolitan Airports Commission’s vision for customer-centric services and facilities at Minneapolis-St. Paul International Airport

Bridget M. Rief and Phil Burke
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Bridget M. Rief: Vice President, Planning and Development, Metropolitan Airports Commission, USA
Phil Burke: Assistant Director, Customer Experience, Metropolitan Airports Commission, USA

Journal of Airport Management, 2021, vol. 16, issue 1, 49-62

Abstract: Years ago, the Metropolitan Airports Commission (MAC) declared its vision is: ‘Providing your best airport experience’. To that end, MAC has been creatively determining strategies for how and where to provide enhanced services for not just the passengers, but for employees as well. By tapping into the passengers using the airport as well as the employees providing the service, the MAC formed a Customer Service Action Council (CSAC) to develop customer training, rewards programmes and a forum for discussing what MSP can do better to meet the needs for all. The MAC also tasked the airport development design teams to incorporate customercentric amenities into construction wherever they can to ease stress, enhance joy and create a facility that is equitable to the endless variety of passengers and employees. These two strategies, coupled with an overall attitude of infusing customer service into all things, has created the opportunities MAC needed to elevate the quality of the Minneapolis-St. Paul International Airport (MSP) facilities and boost ASQ scores. This paper describes the strategies which, although disrupted with the 2020 COVID-19 turndown, resulted in a pre-COVID four-year run of ASQ’s Best Airport in North America award for airports in the 25−40m passenger category.

Keywords: Customer service; accessibility; strategies; modernisation; art; sustainability (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2021
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