Ninth Annual Airport Customer Services Skills Contest
Achieving the Height of Airport Services that is
Pleasant to See and Comfortable to Receive
At the airport, ANA’s staff in the front lines have direct interaction with customers.
It is an important place where ANA’s impression can be etched in passengers’ minds at the start and end of their journeys.
Every one of our staff at airports all over the country makes an effort every day so that our customers can experience ANA services that are “pleasant to see and comfortable to receive.”
Following the ANA TELEMART Communications Skills Competition and ANA Flight Attendants OMOTENASHI Master Contest, we will report next on the Airport Customer Services Skills Contest held on December 7, 2016 at SPECIA, Star Player Education Center In ANA, an integrated training facility in Haneda. This was the third in the series of ANA Group competitions through which customer-facing staff across the Group show off their communication skills and learn from each other.
The theme of the ninth annual contest was “An Alluring Airport.”
The competition was organized into four divisions: 1) domestic terminal lobby, 2) international terminal lobby, 3) boarding gates, and 4) security procedures.
Twenty-four participants selected from among 4,000 staff in 52 airports in Japan and abroad were judged on “impression” and “knowledge.”
The contest started with the Lobby Services Division where participants were judged on responses to inquiries at the airport lobbies. Participants competed on their interaction with passengers who were unable to board their flights due to delays or cancelations, overseas customers unfamiliar with Japan, and travelers with disabilities or with children.
In the Boarding Gates Division, airports were judged on criteria such as security and information, based on pre-recorded video footage of the boarding gates. Kumamoto Airport, Hakodate Airport, and Saga Airport came out as the winners.
The team of Keita Ota and Haruka Eshima of Kumamoto Airport Security Co., Ltd. were given the grand prize in the Security Division for their customer interactions during the security screening process. They commented, “We want to carry out security screening in a thoughtful manner that is not stressful to the passengers, while making sure we thoroughly conduct the security procedures necessary to ensure safe air travel.”
Saki Takano of Narita Airport won the grand prize in the Passenger Services Division this year. Ms. Takano commented, “I put great care into my interactions with customers who come to the airport, and make an effort to enjoy my conversations with them. I want our customers to feel excited from the beginning of their travels, which is the airport, all the way to their destinations, so I try to approach them with a sense of joy.”
Azwin Ferdauz, Executive Manager of Service and Quality at Conrad Tokyo who joined the panel of judges, gave these inspiring words after the award ceremony, “I have experienced through my work that what is considered a normal part of my job can change a customer’s life. I encourage all of you to continue to do your best for your customers and for your team.”
The airport is a place where many customers arrive, each with their own thoughts and expectations. We will continue our efforts to make the airport a special touchpoint with all of our customers and make it an alluring place that reflects the appeal of ANA, so they can feel that “I’m glad I chose ANA. I’ll fly ANA again next time.”
Click below for a report on the ANA TELEMART Competition held on November 10, 2016:
https://www.ana.co.jp/ana_news/en/2017/06/19/20170619-1.html
ANA Flight Attendants OMOTENASHI Master Contest held on November 19, 2016:
https://www.ana.co.jp/ana_news/en/2017/06/20/20170620-1.html
