FRA customer satisfaction exceeds 80 percent thanks to Fraport’s “Great to have you here!” service-quality program.
More and more passengers are pleased by Frankfurt Airport (FRA) and the services being offered to travelers from around the globe. According to recent surveys, customer satisfaction at FRA exceeds 80 percent. This is also reflected in the latest “Deutschland Test” conducted by Focus Money, a German business magazine. In this online reader survey of German airports, FRA ranked first in the overall rating of 33 different service categories.
Commenting on the first-place ranking, Fraport AG’s executive board chairman Dr. Stefan Schulte said: “This success shows that we are on the right track in making Frankfurt Airport even more attractive as Germany’s gateway to the world. We want our passengers to feel comfortable, to be satisfied, and to be happy to return again. We will continue working hard to achieve this goal. Especially now during the summer peak season – when we are serving some 200,000 passengers daily – this is particularly challenging.”
The first-place ranking from Focus Money is another indication that the “Great to have you here” service-quality initiative is bearing fruit. Initiatives to boost passenger satisfaction and enhance the airport experience have been realized on a continuous basis since Fraport’s service-quality program was introduced in 2010. Some examples include: the expansion of free Wi-Fi access in the terminals to 24 hours a day, the My Airport Guide passenger-escort service, and the Personal Shoppers service for Chinese, Japanese and Russian travelers.
Information kiosks and the free FRA Airport App help passengers and visitors easily find their way in the terminals. New children’s play areas have also been opened and attractive relaxation areas added in the terminals.
Retail and food and beverage outlets have expanded their services at FRA by offering digital menu boards in various languages as well as “Nation Guides” showing which shops offer which brands.
By introducing these and future innovations, Fraport is striving to make the time spent at Germany’s largest airport even more enjoyable for passengers. In 2013, Frankfurt Airport welcomed more than 58 million passengers.
Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.
