Quality offensive meets with auditors’ approval
To meet the auditors’ stringent standards, Munich Airport planned and implemented an entire package of measures. In Terminal 2, for example, two departure areas were tastefully redesigned as recreation areas where passengers can turn waiting time into a quiet time to relax or get some work done. Comfortable seating and reclining benches combined with subdued lighting and attractive plant arrangements create a relaxed and pleasant setting. In addition, the departure areas in both terminals are now fully equipped with electric outlets and USB connections for notebooks, tablets and mobile telephones. And since the summer of 2014, Munich Airport has provided wireless internet access free of charge with no time limits.
To help passengers and visitors find their way around, Munich Airport has developed its own information system: InfoGate. At 13 InfoGate counters throughout the airport, they can speak directly to information service staff who appear live on the screen. And at the approximately 70 InfoGate terminals, touchscreens can be used to request information on flights, navigation in the airport, shopping options and other services.
The quality campaign in Terminal 2 was carried out in close consultation with Lufthansa. Incidentally, Lufthansa implemented a project at the same time for certification as a five-star airline. Other partners such as the Federal Police also made vital contributions to help the airport achieve five-star status: for example by implementing the EasyPASS identity screening system to simplify the entry and departure of passengers in Munich. More than 100,000 arriving and departing passengers per month now use this accelerated screening process.
To get more exact information on customer satisfaction, “feedback machines” were set up all over the airport at which passengers provide direct input on their experiences at the airport. Kerkloh noted: “This should make it clear that we have no intention of resting on our laurels. On the contrary, we plan – with the help of our customers – to keep working on the continual improvement of our services in the future.”
