Airport Service Quality Management

Implement and drive improvements in service quality standards at the airports



Competency Area

Airport Operations


Administer terminal operations to ensure adherence to airport quality standards

Comply with SOPs to execute terminal operations

Monitor adherence of terminal operations to SOPs and address instances of non-compliance

Record customer complaints and feedback

Handle customer complaints and issues

Report and escalate exceptions, errors and unplanned events to higher authorities

Review Standard Operating Procedures (SOPs) to enhance service quality of terminal operations

Analyse customer complaints and feedback to develop service improvement plans

Implement plans to improve service quality of terminal operations

Conduct internal audits to evaluate service quality standards of terminal operations

Resolve complex customer complaints

Develop quality standards to boost the effectiveness of terminal operations

Define and endorse SOPs for overall airport operations

Develop policies for handling customer complaints in accordance with airport service quality standards

Analyse and review qualitative and quantitative customer feedback

Benchmark terminal service standards against established performance indicators

Actuate gap analysis to determine areas for improvements