The issue
- An inherent lack of commerciality where services were being provided to incumbent FBO at no cost
- A lack of understanding of customer requirements
- A high operational cost was carried to manage changing customer needs & poor pilot & broker practices
- Customers transit through the airport was poor & the lounge & facilities provided were outdated
- Other airports were capturing market share by offering a superior service offering
What we did
- Smarter commercials & charging for service identified for revenue growth i.e. Marshalling
- Affiliated 3rd parties identified to provide onward travel & concierge services along with proposing a discrete duty free offering
- Levying cancellation charges when appropriate to drive improved customer behaviour
- A customer journey redesign to address concerns & recapture market share
The results
- Within 4 weeks the project identified growth opportunities to double existing revenue & double the share of the value chain
- The future strategy proposed changes to existing practices and partnerships
- Redefined customer proposition was suggested to maximise revenue & improve customer experience
An award-winning team
