Airport Station Customer Service Checklist
by Elfrina Anggraeni, from the Community
This airport station customer service checklist helps non-hub stations deliver consistent service during delays and other irregular operations. It covers preparation and staffing, briefings, equipment and forms, and passenger communications using announcements and information bulletins with updates on flight information displays. Guidance includes service recovery steps for various delay durations, care for VIP and special assistance passengers, handling cancellations and refunds, baggage offload, coordination with immigration, customs, and quarantine, issuing vouchers, arranging hotel accommodation and transport when required, documenting statements, and finalizing post flight administration and reporting.
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