Glasgow Airport wins award for excellence in customer service

05 October 2012

Glasgow Airport has been recognised for its commitment to customer service at the Glasgow Business Awards.

The airport won the award for ‘Excellence in Customer Service’ at the ceremony in Glasgow’s Thistle Hotel.

The award recognises “excellence and achievement within the field of customer care and service”. Earlier this year Glasgow Airport became one of the first airports in the UK to launch a customer charter, with commitments to enhance every aspect of customer service.

It was designed around the customer’s journey through the airport and includes commitments to be efficient, friendly, helpful and knowledgeable in a clean, litter free environment.

The airport has also embarked on an ambitious exercise to engage with the 4,500 employees based at Glasgow Airport. Despite only a tenth being directly employed by BAA, engaging with airlines, retailers and other third parties to get them to ‘buy in’ to the customer charter will help to create a “one airport” culture.

Amanda McMillan, managing director of Glasgow Airport, said: “The Excellence in Customer Service Award is recognition of the hard work that has gone into both devising and delivering our customer charter.

“I am confident that if we continue to deliver a level of service that encourages existing customers to return again and again, while also attracting new customers, Glasgow Airport will continue to stand out from the crowd.”