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The quiet airport: San Francisco International Airport’s programme for managing terminal noise for an improved guest experience
While discussions about noise at airports usually focus on the impact aircraft have on neighbouring communities, a new conversation is emerging around the impact noise has on airport ambiance, and how satisfaction and revenue may be diminished. Left unmanaged, excess noise can grow to an enormous proportion and range and negatively affect the guest experience while adding little intended value. This paper discusses how airports are fishing for opportunities to improve satisfaction and revenue by implementing sensible noise policies that serve also to improve communication with passengers in order to counter this trend.
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Christopher Birch is Guest Experience Director at San Francisco International Airport (SFO). He joined the airport in 2008 after holding customer service management positions at Alaska Airlines and Cathay Pacific Airways. Christopher directs guest service activities at SFO with a special emphasis on placing guest needs at the centre of the airport’s service strategy. Christopher is a recent graduate of ACI-ICAO’s Airport Management Professional Accreditation Programme (AMPAP), having earned his International Airport Professional (IAP) designation in 2017.