Achieve Operational Excellence

Achieve Operational Excellence

In today's competitive environment airlines must differentiate themselves by really understanding their customers. By taking a holistic approach to the complete passenger journey and being able to understand what their customers really need, airlines will be able to deliver excellent service. This can be the key differentiator for long-term success. Customer service must be easy, effective and instill a positive emotion. Being able to deliver consistent and excellent service in this connected age means you must have superior-

  • Human Interactions
  • Digital Interactions: a mobile & social presence
  • True Personalisation of product and services

The team at Passenger Centricity  will support airline leaders to ‘get the basics right’, optimise or differentiate. We do this by proving regular updates as well as a total redefinition of your strategy, if needed.


Cross Check

Are you providing the services your customers need and expect? How efficient is your service delivery and operations. We can measure and assess-

  • Audit of Voice of the Customer program
  • Audit of Voice of the Employee program
  • Process and Performance analysis
  • Prioritize customer and organizational actions
Schiphol KLM

Is your Passenger Service delivery not working 100%? We can help you upgrade your services and adapt to the changing needs of the customers. We will inspire your Leadership team and structure the implementation of-

  • Passenger Service & Care Strategy
  • Internal Branding Strategy
  • Service Upgrade Plan and Roadmap
  • Service Recovery Excellence
Flying High

Being able to deliver excellent Customer Service requires a service culture across your entire organization. Not only your front line staff, but all your leaders and teams must have a service mindset.  Are you ready for this culture change and do you need to get expert advice and support on best practices and training ?

Stewardess aisle
Strategic Business Transformation
Passenger Centricity Workshops