At DFW International Airport, taking care of the 180,000 or so passengers who pass through each day starts in a windowless room tucked away in Terminal D.
There, a team of about 12 people tracks the flow of travelers throughout the airport"™s five terminals while monitoring social media, email and phone lines to address issues as quickly as they arise.
Just as importantly, the team analyzes a stream of data "” from incoming flights and passenger loads to security checkpoint wait times "” to anticipate where problems might occur and respond before passengers have a chance to complain.
"Rather than being reactive to everything, we can be proactive. We can work with the [Transportation Security Administration], work with our other vendors and partners so that issues don"™t become really big issues," said the airport"™s CEO, Sean Donohue. "That"™s starting to really pay dividends to us."
The approach helped earn DFW Airport recognition as having the best passenger experience of any large airport in North America in 2016, based on passenger surveys conducted by industry group Airports Council International. That put them ahead of peers like Atlanta"™s Hartsfield-Jackson International Airport and Denver International Airport…