Dublin Airport introduced a new passenger panel to enhance the representation of passenger opinions and experiences, complementing existing feedback channels like market research surveys and the Dublin Airport App’s “rate my airport” feature.
The panel, consisting of a diverse group of passengers using Dublin Airport for various reasons, including leisure, business, and visiting family and friends, met for the first time to share their recent experiences and provide insights on improving airport facilities.
The Passenger Panel’s inclusion in Dublin Airport’s feedback system aims to ensure a high level of customer service and continuously enhance all aspects of the airport journey, including accessibility, technology use, and sustainability, to provide a positive and inclusive experience for passengers.
Gary McLean, Managing Director of Dublin Airport said: “it was a very constructive first meeting and I was very much in listening mode to hear first-hand from our most important stakeholder, our passengers, who are at the heart of everything we do at Dublin Airport. It was good for me as the Managing Director to meet with the group and to listen to their ideas on how we can make Dublin Airport even better. I am also very conscious of recent feedback which clearly showed where we need to be more empathetic in implementing security protocols in a heavily regulated environment whilst showing respect and dignity for all our passengers. While the Passenger Panel itself is a new initiative it complements the variety of other feedback channels we already have in place and it will add to our understanding of what our passengers think of their experience. I want us to be the airport that listens most to its passengers to ensure that the customer service at Dublin Airport is among the highest of any capital city airport in Europe.”
