references
2,000 SQ. METERS:
PROVIDING A FULL RANGE OF PASSENGER SERVICES The airports we manage serve 43 million passengers annually and our daily contact with them gives us a very detailed view of their expectations. This helps us to make the services available to them that are best suited to their different countries and needs, including food services, shops, duty free stores, Wifi access, lounges, car parks, shuttles, car rental, banks and foreign exchange desks. One recent example is the new 2,000 sq. meter retail space opened in July 2013 in the departure area at the Lisbon airport. The high-end outlets represented there include Desigual, FNAC, Hediard and Starbucks, in a demonstration of our ability to partner with well-known international brands. Another example is Burger King, which recently opened its first outlet in Cambodia at the Phnom Penh airport. PAYING CLOSE ATTENTION TO CUSTOMER NEEDS As part of our endeavor to make constant progress, we regularly carry out market and quality surveys at each of the airports we manage. From accessibility of staff to cleanliness and services, we survey our customers to ascertain their level of satisfaction and identify
THE SIZE OF THE NEW SHOPPING
ATHE LISBON REA AT
AIRPORT
avenues for improvement. Because we believe that being attentive to customers includes reaching out and sharing pleasant experiences at the airport with them, we also introduced our “Smiling Day“ event. Held in 2014 for the third consecutive year at all the airports we manage, it involved 2,200 of our employees in all positions, who welcomed and advised 125,000 passengers and asked them to describe their expectations and give us their ideas. OPTIMIZING THE CUSTOMER EXPERIENCE If the quality of service offered by an airport and its secondary revenue are to be optimized, its arrangement and facilities must be constantly reviewed and upgraded. To do this we have devised a VINCI Airports customer experience. From airport access (shuttles, trains, taxis, car parks) to the main hall and the boarding area, this enables us to offer passengers a high-quality end-to-end experience. Everything from signs to spatial arrangements and smooth passenger flows has been thought out to eliminate stress. A full range of services is on offer to ensure convenience and comfort, including free Wifi, nurseries, comfortable modern washrooms, meeting points and business centers.
23