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Quality improvement at Vienna International Airport
Journal of Airport Management,
11
(1),
38-47
(2017)
Abstract
Vienna International Airport (VIA) faced a challenging situation when its new Terminal 3 opened. Poor business results combined with low passenger satisfaction led to a restructuring of internal quality management. This paper presents the efforts undertaken by VIA to improve efficiency and service quality as a best practice example.
Keywords: Vienna International Airport; VIE; service quality; quality improvement; retail; passenger satisfaction
The full article is available to subscribers to the journal.
Author's Biography
Julian Jäger has been a Member of the Management Board of Flughafen Wien (Vienna International Airport) since September 2011. Following his studies in law at the University of Vienna and various other activities, he began working in the legal department of Flughafen Wien AG in 2002. In 2007 he was named Chief Commercial Officer and Executive Director of Malta Airport, and served as Chief Executive Officer and Executive Director of Malta Airport from 2008 to 2011. Since September 2011, as Chief Operating Officer at Flughafen Wien AG, he has been responsible for airport and ground handling operations, centre and retail management, as well as technical and information services.
