CUSTOMERAIRPORT

TOP TEN

The ten worst elementsin customer satisfaction

COMPLAINTS

NUMBER

Confusing layout ofsecurity-screening checkpoint

10COMPLAINT

NUMBER

Chaotic check-in andbag-drop process

9COMPLAINT

NUMBER

Lengthy security-screeningprocess

8COMPLAINT

NUMBER

Not knowing how longany event will take

7COMPLAINT

NUMBER

Complete lack of seating after security screening

6COMPLAINT

NUMBER

Difficulty in finding groundtransportation after arrival

5COMPLAINT

NUMBER

Jammed, dirtybathrooms

4COMPLAINT

NUMBER

Unfriendlysecurity personnel

3COMPLAINT

NUMBER

Almost impossible to findway around

2COMPLAINT

NUMBER

Having towait with nothing to do

1COMPLAINT

Creating value throughtransforming journeys

CUSTOMEREXPERIENCE

To provide customers with a distinctive experience, anorganization must unite around the goal of meeting customers’ true needs.

The effort can power a vast amount of innovation.