Building your airport\'s image

This document discusses the importance of building a positive public image for airports through excellent customer service. It notes that customer service should be the top priority and drive all airport operations. Ensuring a positive customer experience reduces stress and increases satisfaction, loyalty and revenue. The document also emphasizes engaging and unifying all airport service providers to consistently meet passenger needs and preferences. A tale of two airports is provided as an example of how prioritizing customer service can distinguish one airport from its peers and attract more customers and revenue.