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Munich airport’s passenger experience management framework: Key success factors
Journal of Airport Management,
12
(3),
272-282
(2018)
Abstract
It is well known that improving customer experience makes business sense. How to get there remains a mystery for many organisations striving for excellence in customer service and getting mixed results. Munich Airport’s performance might make customer service excellence seem easy. The reality is that, behind prestige and awards, there is a series of fundamental activities taking place that are often not mentioned in the media. These require work, dedication and motivation. This paper focuses on the key success factors that allow Munich Airport to remain ahead of the game in exceeding guests’ needs and expectations.
Keywords: passenger experience; Munich Airport; service quality; customer satisfaction; operational excellence; leadership innovation; continuous improvement
The full article is available to subscribers to the journal.
Author's Biography
Thomas Hinterholzer is a senior adviser for Munich Airport in the fields of quality and project management with over 20 years of work experience. In 2007 Mr Hinterholzer received his master’s degree with honours in business administration from the Salzburg University of Applied Sciences, Austria. Mr Hinterholzer stayed in the academic environment and started to work as a senior researcher and lecturer at the degree programme ‘Innovation and Management in Tourism’. He prepared funded research proposals for third parties, offered business consulting in the fields of innovation management and social media marketing and published scientific works in the fields of innovation management, social media marketing and tourism management. In 2015 Mr Hinterholzer joined Munich Airport, where he is in charge of the passenger experience measurement programme and the Airports Council International (ACI) Airport Service Quality (ASQ) benchmark programme. Furthermore, he is the representative of Munich Airport at ACI World’s ASQ Subcommittee and ACI Europe’s Task Force on Passenger Experience.
Arturo Garcia-Alonso is senior consultant, Airport Management, at Munich Airport International GmbH (MAIG), the international business branch of Flughafen München GmbH. He joined Munich Airport from Airports Council International (ACI) World in Montreal, Canada, where he was head of passenger and airport services. Arturo has been involved in the aviation and aerospace sector for more than 20 years. He has a BSc and MSc in aerospace engineering, airport design and management. He previously worked with Aena Aeropuertos, an airport planning consultancy firm; the ground handling company Acciona Airport Services and the Spanish civil aviation authority. At ACI World, Arturo directed the ACI Airport Service Quality team during the transition to the new services in 2015. At MAIG, he is leading and delivering consultancy services on airport operations, management and service quality at different locations around the world.
