Reply To: Manchester T1: A Hellish experience

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Without naming names, 25 years ago the CEO of the airport walked the place every day with an entourage, looking at “micro quality indicators” including toilets and was highly intolerant of anything he saw as negative to the customer experience. He got a knighthood.

Over the years, various other CEO’s have come and gone and with each the ethos of customer experience has been diluted further and further, until today where the guy at the top is from infrastructure, so process and efficiency are his measurements.

Thus, X pax times y agents times z time is an equation which will be used to determine performance because they will be based on an “average”; best then to try and arrive at a quiet period……….

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