Quality of service

VINCI Airports capitalises on the strength of its network and its experience in services for travellers to enhance the passenger experience in its airports.

Passengers: the first priority for VINCI Airports

For VINCI Airports, airports are places for living designed specifically for passengers. This client-centric approach can be seen in every one of the company’s activity sectors: from renovation of infrastructure to ensure a more fluid passenger pathway to modernisation of furniture and signage for greater comfort and easier orientation, and including organisation of leisure and retail spaces to offer passengers a smooth, seamless experience. More than a simple stop-off to catch a plane, time spent in an airport in the VINCI Airports network should offer passengers the opportunity to live a unique experience in a well-designed, pleasant and relaxing environment.

To enhance the passenger experience, our teams work with our industrial partners and innovators to optimize flows. We also enrich the passenger experience with a variety of services that reflect the heritage and culture of the regions in which we operate.

Scan smartphone borne
“VINCI Airports uses innovation to improve the passenger experience and flow management”
Anne LE BOUR
Chief Communication and Innovation Officer of VINCI Concessions & VINCI Airports

Continuous improvement inspired by a customer-centric approach

The airports in the VINCI Airports network are engaged in a process of continuous progress that makes the customer their number one priority.

VINCI Airports implements this approach by organising regular satisfaction surveys to measure the quality of its services, but also by striving to improve it every day by exploring new ideas. To best meet its passengers’ needs, VINCI Airports has defined different ranges of modular equipment (signage, furniture, etc.), which the different airports can adapt and install according to the needs of their clientele, the local context and their investment plan. To respond to passengers’ expectations, VINCI Airports acts at various levels:

  • relations with the airline companies, to open or boost lines as a function of current or potential demand;
  • collaboration with partner retail operators to offer a range of services and shops adapted to all customer categories;
  • optimisation of flows during infrastructure works to minimise waiting times and maximise passengers’ free time in the air terminal;
  • global improvement of the passenger experience in the terminals, through constant attention to the comfort of the furniture, the accessibility of services and signage clarity.
Latest generation of security equipment
To increase the level of security, without slowing down the process for passengers, several airports in the network have begun to deploy the latest generation of security equipment.
Airport shops
With its 4-star rating, Lyon-Saint Exupéry airport has made significant progress in the Skytrax rankings for 2023, while Osaka, Porto, Madeira and Puerto Plata airports have won awards for their quality of service.
Biometric solution dedicated to passengers in Portugal
VINCI Airports has launched a new biometric solution for passengers in Portugal.
Special assistance desk
We want ALL our passengers to have a simple, pleasant and safe experience. They can call on our special assistance services and benefit from our range of accessible facilities and services to accompany them on their journey.
Free Wifi at the airport
VINCI Airports was the first operator in the world to offer free WiFi in its airports
London Gatwick self-service check-in kiosks
At London Gatwick, passengers can use self-service check-in kiosks, then drop off their baggage at the baggage drop-off facility.