Customer Satisfaction
Importance
The Management and operations of airport under supervision of AOT has a direct impact on the satisfaction of customers which are airlines, passengers, airport users, entrepreneurs and tenants. The factors affecting the customer satisfactions are the direct and quick respond to the needs of customer, the efficient management of the air traffic control, the allocation of clean and comfortable spaces within terminals which help create good experiences to the tourists and users, etc. AOT is well aware of good service quality which is one of the factors used for indicating the organization’s success, thereby resulting in good business performance and reputation of AOT in the long run.
However, if AOT fails to respond to the customer needs, the failure might have a negative impact on the customers satisfaction, reliability, image and reputation of AOT by word-of-mouth from users worldwide.
AOT therefore, is committed to maintaining and developing its service quality by means of strictly complying with the standards of the International Civil Aviation Organization (ICAO) and the Airport Council International (ACI). This also includes the implementations of various plans/business projects to achieve the main objectives of AOT’s Corporate Plan for the fiscal years 2023-2027, revised edition (fiscal year 2023) to generate more incomes in aeronautical business and non-aeronautical business.
Policy and Approach
1.
AOT has provided the Master Business Plan for the fiscal years 2023-2027 to compile various business plans and projects which responded to the major objectives of AOT’s Corporate Plan for the fiscal years 2023-2027 revised edition (fiscal year 2023) in order to prepare its readiness for the future business competitiveness and passenger growth. This enabled AOT to set plans and projects to respond to the revenue generation policy from aeronautical and non-aeronautical business, and implement the relevant operations of business development according to each business segment in line with the main strategies of AOT’s Corporate Plan while directly responding to customer needs and expectations. At present, AOT has various business units that are established in alignment with three strategies contained in AOT Corporate plan. The three strategies are
Strategy 5 : Aeronautical Business:
Strategy 6 : Non - Aeronautical Business
Strategy 7: Business Development
which are directly related to AOT business development. Additionally Customer Relationship Management (CRM) is a business unit is established to supports other business units in term of setting up strategies, planning procedures, collecting and processing data and implementing other CRM relates systems. These support service or sales teams to manage relationships with customers in an integrated manner as shown in the following diagram.
In 2023 AOT has established the “Understanding Customer Needs Project for the fiscal years 2023 - 2024”. The project aimed to keep aware of expectation, satisfaction and dissatisfaction as well as loyalty of customers so that the results obtained will be developed in term of business advantages, contributing to the tangible implementation which will successfully generate the revenues from business customer management (Business-to-Business (B2B) or commercial entrepreneurs) towards AOT’s commercial service process or business supporting process. In addition to leveraging market research and making marketing plans/campaigns/promotion between business entrepreneurs and AOT, the implementation of projects can also be used to measure the satisfaction of B2B customers in the state enterprise’s process evaluation and management system (Enablers), as well as being a strategic indicator (4.3 Business partners and stakeholders’ cooperation improvement), while maintaining the needs survey of needs of AOT’s airport users and AOT’s business entrepreneur.
2.
AOT has collected customer feedback to analyze and develop our services based on theories, research and best practices of world-leading airports. Currently, AOT tracks customer feedback at 17 touch points of passenger journey. This feedback is monthly analyzed in collaboration with relevant agencies to identify solutions and improve our service quality.
Customer Satisfaction Survey
Level of Service: LoS
It is a tool to assess the level of service for both inbound and outbound passengers with regard to waiting times and passenger density per area at various points of the airport, such as passenger service halls, check-in counters, security body checkpoints, departure baggage checkpoints, and passenger waiting areas. There are 4 levels of service criteria for consideration as follows:
Airport Service Quality: ASQ
AOT has participated in the Airport Service Quality (ASQ) Evaluation Project implemented by Airports Council International (ACI), which is internationally recognized as the only global trade representative of the world’s airports. The evaluation focused on passenger satisfaction by using the same global questionnaire for airport service reviews, including ground transportation, check-in, facilities, restaurants, restrooms, hygiene, and the atmosphere inside passenger terminals.
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Customer Feedback
AOT collects statistics of complaints, suggestions, and compliments towards AOT for service analysis and development, based on theories, research, best practice guidelines, and the operations of the world’s leading airports. At present, AOT monitors the customer feedback at 17 service touchpoints for evaluating and upgrading services on a monthly basis.
Group Discussions with Commercial Operators and Airlines
(Focus Group)
AOT makes in-dept interview with airlines representatives, entrepreneurs and representatives from other relevant units about their satisfaction via in both face-to-face workshops and online. This in-depth interview focuses on key factors that affect customer loyalty (Net Promotor Score: NPS). The method of satisfaction evaluation is as follows:
AOT has appointed Customer Service Department as a working group consisting of Customer Service Division, VIP Service Division, Customer Relations Division and Complaint Management Division from all AOT’s 6 airports to monitor satisfaction survey results, group discussions with business entrepreneurs and airlines (Focus group) and reports submitted through the complaint channels. In each fiscal year, all relevant units will hold a monthly meeting on the following 5 topics:
Complaints and Suggestions
AOT has set various and appropriate channels for each group of customers to receive complaints and suggestions. The screened complaints will be forwarded to the related units for improvements according to the complaint handling processes and for statistical report arrangement. The complaints resolution will be reported to the top management of each airport on a monthly and quarterly basis and forwarded to relevant departments in order to improve the quality of service, build competitiveness, and review the complaints management guidelines for maximum efficiency.
Passengers
- Complaint form at airport information counters
- ☎ AOT Contact Center 1722
- Facebook: AOT Official
- Email: aotpr@airportthai.co.th
- www.airportthai.co.th > Contact AOT > Contact and Whistleblower
Entrepreneur
- AOT Contract Center 1722
- Internal Contact Number
- Line
- Suggestion Box
- Send the complaint letters directly to AOT
Airline
- Complaint Form at the Information Counter in the Airport
- ☎ AOT Contact Center 1722
- Facebook: AOT Official
- Email:
- csd@airportthai.co.th (Customer Service Department)
- aotpr@airportthai.co.th
- Monthly Facilities Committee Meetings (FAL)
- Operations committee meeting
- Monthly meeting of the Airline Operators Committee (AOC)
- Quarterly meeting of the Security Subcommittee (SMS)
- Monthly meeting of the Baggage Committee
- Monthly meeting of Working Group Appointments / Visits / Seminars
Last updated: July, 7 2024