Monitor and enhance the passenger experience

As an airport concession operator, you want guests to tell you first about any problems and give you the opportunity to address any issues, before posting negative reviews on Twitter, Yelp, Trip Advisor, or any other social media or blog site. To do so you need to provide a closed, simple, and quick in-the-moment feedback channel for guests to report problems and then alert designated staff immediately so they can take actions to address guest concerns and turn a poor experience into a positive outcome.

It is equally important to inspect all retail units on a regular basis to ensure they are operating in terms of contractual requirements. This can be done using a mystery shopping program or staff-based inspection process to obtain in-depth feedback about unit performance relating to staff, service, food, cleanliness, and other key factors.