Enhanced PRM services include a new dedicated security control area and an information point for PRMs in the check-in area, next to security control. Tomás Melgar, Director, Alicante-Elche Airport: “Since 2015, we have been working on a Passenger Experience Improvement Plan called ‘ASQ: Our passenger speaks’, and we identified the basics in order to achieve the best passenger experience.” In terms of modernity and efficiency, Alicante-Elche Airport is continuously implementing new technologies aimed at improving the quality of service provided to customers, and also contributing to the economic development of the region. Last year, for instance, the airport implemented heat maps in the security checkpoints to measure passenger queues and waiting times. The results showed that the average waiting time at a security check point is 5.17 minutes, which is 0.83 seconds less than in 2015, despite a 16.7% traffic increase. A new playground has also been integrated into the baggage claim zone, after the success of the first area at the boarding gates, installed in 2015. Moreover, in 2016, the airport implemented a new runway safety programme. Alicante-Elche also received recognition from the ACI EUROPE Best Airport Awards judges for its efforts to boost public transport connections. Melgar highlights improvements in the schedules and frequencies of bus links, adjusting them to the hours of activity at the airport. “We are connected by bus not only to the main cities nearby – Alicante, Elche, Murcia, Torrevieja and Benidorm – but also to smaller towns, such as Altea, Calpe, Denia, and Javea. We work together with the public transport organisations to keep the information at the bus locations updated.” Alicante-Elche is also noted for its customer service to airlines, with 28 new routes and nine new airlines added over the past year. When it comes to promoting the airport’s connectivity, Aena has an active policy, offering three different incentive schemes and marketing support.
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