Focusing on Customer Service at the WorldGateway
Now that we have moved out of bankruptcy, we can place our full focus on improving the travel experience for our customers. Our goal is to make the DTW WorldGateway the hub of choice for domestic and international travel. We have a great terminal and great people, so it's a matter of working together on improving process and building a competitive flight schedule. The flight schedule continues to grow in DTW. Last night we kicked off new service to DUS and next week we add BRU. Our summer schedule brings our hub to 521 total departures, with 15 international TATL and TPAC flights. This is our largest summer international flight schedule to date.
We know that having a competitive and a superior flight schedule is only part of it. Now our efforts focus around the airport customer experience. Of course, the first question is always "what about staffing"? Well, we are quickly moving down that path. To handle the summer increase and added Airlink work, Joe Conlon has worked with a group of ESE's on a bid that does include added Leads and ESEs staffing levels. Yes, not everyone is excited, but we are adding Full Time Leads and ESEs. Beyond the bid that is posted, our Human Resource team is busy hiring part time ESE's and as we grow the part time ranks are already looking at full time opportunities. Although we have just added a lot of new CSAs, Andy Zarras is working on the details to increase CSA's over current levels. We want to be ready for the summer challenges and adding staffing in all work groups is a big part of the solution.
A great place, great people and great processes is the key. We are also doing a lot of work on process improvement. Simply put, the customer wants their flight out on time with luggage. They also want the connecting process as hassle free as possible.
Below are some of the items to keep at the top of our focus:
1. Reducing the amount of time customers wait in the claim area for their luggage. Time after time our Michigan customers tell us this is the big home run.
2. The follow up process once a customers bag does not arrive in DTW. Right now its wait around the luggage carousel and then head over to LSO.
3. Service Recovery, we have staffed up Gates 41 and 43, but need to relook at how we handle the customer.
4. FIS, we need to reduce the process time and some of the confusion. Also, we have an opportunity to improve in luggage wait times and announcements in this area.
I will keep you updated on our progress, but its safe to say that our main focus this summer is improving the experince at the DTW WorldGateway for our customers and employees.
Thank you,
Mark
We know that having a competitive and a superior flight schedule is only part of it. Now our efforts focus around the airport customer experience. Of course, the first question is always "what about staffing"? Well, we are quickly moving down that path. To handle the summer increase and added Airlink work, Joe Conlon has worked with a group of ESE's on a bid that does include added Leads and ESEs staffing levels. Yes, not everyone is excited, but we are adding Full Time Leads and ESEs. Beyond the bid that is posted, our Human Resource team is busy hiring part time ESE's and as we grow the part time ranks are already looking at full time opportunities. Although we have just added a lot of new CSAs, Andy Zarras is working on the details to increase CSA's over current levels. We want to be ready for the summer challenges and adding staffing in all work groups is a big part of the solution.
A great place, great people and great processes is the key. We are also doing a lot of work on process improvement. Simply put, the customer wants their flight out on time with luggage. They also want the connecting process as hassle free as possible.
Below are some of the items to keep at the top of our focus:
1. Reducing the amount of time customers wait in the claim area for their luggage. Time after time our Michigan customers tell us this is the big home run.
2. The follow up process once a customers bag does not arrive in DTW. Right now its wait around the luggage carousel and then head over to LSO.
3. Service Recovery, we have staffed up Gates 41 and 43, but need to relook at how we handle the customer.
4. FIS, we need to reduce the process time and some of the confusion. Also, we have an opportunity to improve in luggage wait times and announcements in this area.
I will keep you updated on our progress, but its safe to say that our main focus this summer is improving the experince at the DTW WorldGateway for our customers and employees.
Thank you,
Mark
posted by Mark Gurney at 1:26 PM
1 Comments:
hey mark, there are numerous individuals concerned with the new pace time systems. the primary concern is sanitation! are there going to be sanicams at all locations to prevent the spread of illness and the like? was this even considered when nwa decided to use this form of time management? we all know the pilots get sanicams to clean thier equipment in the a/c after another uses it. isn't this under the same premise?
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