Introducing Centrair Customer Satisfaction / Customer Experience Award Winners

A customer thanked the Customer Support Office, saying, "I was impressed by the prompt and friendly service I received during my family trip to Okinawa." It was the first time for the customer to travel with his wife and child who has difficulty walking, so he arrived at the airport with a lot of anxiety. From the check-in counter to the boarding gate and on the plane, we shared information among staff so that customers could spend their time with peace of mind. In addition, we talked to our customers so that they could feel at ease, such as guiding them when they arrived at Naha Airport. By sensing the customer's uneasiness and taking action based on the customer's feelings, the anxiety was dispelled and it was evaluated as a wonderful memory. (The photo is of everyone who served customers.)

When I was searching for passengers who did not pass through the domestic security checkpoint, a woman in her 60s asked me, "Where is the first aid room?" near the Souvenir Museum. When I asked about the story, he said that the man accompanying him was not feeling well, so he headed to the restroom. bottom. I immediately rushed to a nearby information center to share the customer's situation, and considering the possibility that the customer was departing, I inquired about the customer's information. and passed on the information. After being transported by customer ambulance, the person in charge of All Nippon Airways later thanked us for the kind customer service and prompt report. (The photo shows the staff who served customers.)

Passing by, a member of the domestic security guard spotted a passenger who had fallen unconscious in the smoking room on the domestic flight side, and immediately took initial action, operating an AED, etc. The airline staff contacted the disaster prevention center, and the five members of the facility guard team worked together appropriately to make quick decisions and take appropriate action, resulting in prompt rescue. Later that day, I received a letter of thanks from all concerned. In addition, the customer's family made a request to the Centrair inquiry desk, saying, "I would like to thank the person who rescued me." I met with the staff and received words of gratitude directly from the customer. (The photo is of everyone who served customers.)

A Filipino woman in her 50s suddenly vomited at an unmanned information counter immediately after completing immigration. A staff member who was walking to take a break and two staff members who were working in the duty-free shop noticed the customer's condition, and immediately rushed over to the customer and took care of the customer. When I talked to her companion, she said that she must have felt sick due to the temperature difference, but she was worried about the customer's physical condition and suggested and arranged for her wheelchair. In addition to confirming that there was no vomit on the customer's clothing or baggage, we cleaned her desk with plastic gloves and tissues so that it would not be seen by other customers. After that, cleaning and disinfection were carried out by professional cleaners, and the information center staff assisted the passengers in wheelchairs to the departure gate. In response to the sudden event, each staff member thought about what they could do not only for the customer in question, but also for all customers, including those around them. (The photo is of everyone who served customers.)

After returning home to Japan, the customer was planning to return to the United States via Haneda Airport, and had stayed at a hotel in the airport the night before. On the morning of departure, 40 minutes before the departure of the plane, I realized that I had misunderstood the time. I was taken to the check-in counter. When I told the staff member in front of the check-in counter that it was my boarding time, all the staff members worked together to provide accurate and efficient guidance from ticket issuance to baggage check-in and security inspection, and the customer boarded the plane safely. I was able to do. The customer was told by the staff, "I'm sure you were surprised at the wrong time. Please be careful from now on." I received a phone call from Los Angeles, where I arrived, saying, "In the United States and in Germany, where I'm transiting, I don't even get help, let alone such kind words. This is the spirit of Japanese hospitality and professionalism." rice field. (The photo is of everyone who served customers.)