Every problem has a good solution, a clever solution and an ingenious solution. Here we will talk about the latter. Because the solution that a Houston airport found in dealing with the complaints about baggage wait times, is brilliantly awesome.
Executives at a Houston airport were facing a customer experience issue. Passengers were having an unusual number of complaints about the long waits at baggage claim. In an effort to address the issue, the executives increased the number of baggage handlers working that shift so further assistance was given to the airport’s personnel. And, apparently, the plan worked: the average wait fell to an astonishing 8 minutes, way below the industry benchmarks. But there was a problem: the complaints persisted! (the article continues after the ad)
Not knowing how to react, the airport executives undertook an on-site analysis in an effort to find a permanent solution to the problem. During their analysis, they found that it took passengers just a minute to walk from their arrival gates to baggage claim and 7 more minutes to get their bags. So they decided on a new approach.
Instead of reducing wait times, they moved the arrival gates farther away from the main terminal and routed bags to the outermost carousel. That meant that passengers now had to walk six times longer in order to get their bags and, if they wanted to make a complain, they had to walk 12 times longer to get back to the complain desk. The result? Complaints dropped to near zero.
If you like what you read, then you will definitely love this one: Potato Chips Were Invented By A Complaining Customer And An Angry Chef
Source: The New York Times
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