Synthesis Topics

Airport Volunteer Programs that Enhance the Customer Experience

Assigned to Leah Douglas
Last Edited by Leah Douglas

Volunteer programs are a common practice at airports in the United States whereby local residents are engaged to enhance the airport's overall customer experience by welcoming travelers, offering directional assistance, and providing accurate information about the airport's services and amenities. The presence of a dedicated volunteer team creates a positive image of the airport and reflects the friendly hospitality of the surrounding community. This topic would feature a compilation of current practices that details successful airport volunteer programs--operations, management, measurement, and benefits—at small, medium, and large airports.

Background (Describe the current situation or problem in the industry, and how your idea would address it.)

The majority of airports in the United States utilize volunteer programs as a frontline resource to welcome travelers, offer directional assistance, and provide accurate information about the airport's services and amenities. The volunteers are ambassadors for their airport and their city. To my knowledge, a compilation of current practices does not exist for volunteer programs. There is no reference material where this information can be easily accessed. Whether an airport would like to start a program or re-envision an existing program, a collection of airport case studies would be a valuable asset to airports nationwide. At the AAAE/ACI-NA annual Customer Experience conference, the topic of volunteer programs is one that garners a lot of attention and airport professionals would greatly benefit from a well-rounded synthesis about this subject.

Objective (What is the desired product or result that will help the airport industry?)

The result would be an overview of selected airport volunteer programs--small, medium, and large--that would provide airport administrators with a better understanding of the benefits and detail each airport's programmatic structure, management, operations, and means of measurement to ensure other airports can launch or re-create similar programs.

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Idea No. 611