Carrasco International Airport in Uruguay has elevated the traveller’s journey by providing personalised services that guarantee a distinctive and bespoke experience for every individual, perfectly tailored to their needs.
Airports in the past may have been able to get away with a one-size-fits-all products and services. However, travellers today are savvier and more discerning than ever, so offering a standard experience without taking into consideration their specific needs isn’t enough anymore. The road to increasingly personalised airport services is inevitable, and it is also desirable, as it not only elevates the experience of the passengers but offers airports a roadmap to a successful and sustainable growth.
At Carrasco International Airport, we have been working on tailoring client services as much as possible for a very long time. Actively listening to our customers is a principle that we live by, as it allows us to make decisions based on our observations and data, to continuously adapt to our passengers’ needs.
We are convinced that observing past behaviours, listening to feedback, and putting ourselves in passengers’ shoes is the best way to understanding what they want and need. Doing so, we hope not only to respond to their needs, but also to anticipate it.
An option for every need
The personalisation of their experience starts even before they travel, as the passenger journey begins at the palm of their hands. Through our e-commerce platform AeroShop, we propose to begin their journey by picking and choosing services and products they may need from us.
For example, they can easily find different alternatives to anticipate and plan their parking needs. Whilst a year ago we only had two options – long stay parking for up to 30 days at our open or covered parking lot at a promotional price – our offer has grown to respond to their behaviours and needs.
Today, we offer five different options, which include long stay parking for up to 15 or 30 days, for both open or covered parking lots, as well as a new long stay parking membership for frequent travellers. This allows for better customisation of their experience, and thus ensures a happier, more comfortable traveller to enjoy our facilities.
We have also investigated increasing the availability of options regarding our VIP lounges and services. Whilst we have two lounges at Carrasco International Airport, at arrivals and departures, there are currently eight different formats at our online store to use our services.
We have tailored the offer to the behaviour and motivations that we have detected in our passengers, and now offer different types of memberships, individual access, corporate or personal accounts among others.
Offering carefully curated packages for specific passenger needs is an effective strategy that prioritises individualised attention, and addresses the unique needs of each individual, ensuring that every person feels valued and cared for…
