Image

On Tuesday, February 1st, we hosted a virtual event featuring several Philadelphia-based aviation industry experts, including: Leah Douglas, Director of Guest Experience & Chief Curator and Elizabeth Moselle, Assistant Director of Guest Experience at the City of Philadelphia - Division of Aviation; as well as Lakshman Amaranayaka, Vice President - PHL Hub Operations at American Airlines.

The group discussed the evolution of airports - they are no longer just places for passengers to access flights. Passengers' expectations of the airport experience have grown and changed significantly in the last decade, and continue to evolve alongside broader national and global trends. This shift has spurred airports, traditionally structured solely around safe and efficient transportation operations, to expand the focus into a new realm: hospitality. Across the world, airports are rethinking and redesigning facilities, business practices, and staffing with an eye toward the guest experience.

The representatives from the Division of Aviation presented the strategic vision they developed for a holistic, guest-centric approach and worked with major airport stakeholders to build the collaborative infrastructure to achieve it.  Leah Douglas presented the ways PHL has incorporated Philadelphia’s unique identity and pride by featuring local artists in a variety of exhibits, displays and spaces. Liz Moselle highlighted the focus on the Voice of the Customer (VOC) as central to all decision-making, from improvements in facilities, services, and amenities to new technologies. 

Lakshman Amaranayaka described American Airlines’ experience cooperating with DOA and the other airlines at PHL on the Guest Experience “GX” Stakeholder Council and how the Council has achieved greater results in their initiatives by working together and then holding each other accountable to deliver. Lakshman summed up the initiative, asking how PHL can stand out amongst the other very competitive airports in the Northeast? The answer is GX, for the airport and the airlines to join forces, cooperate on similar amenities and services, and focus holistically on the best guest experience possible at PHL. 

Click here for photos and click here for a full recording of the event!