ANA (Aeroportos Portugal) the state-owned company that operates eight of the key Portuguese Airports, asked BDI member to create a passenger services strategy together with a suite of value-add services that would help develop a meaningful relationship with passengers and build the ANA brand.
Engine collaborated with a select team from ANA to gather deeper insights into the needs, values and of passengers, staff, airlines and other service users across a range of travel related experiences.
Through observational and by matching passenger needs to what the airport could provide, they developed a number of concepts as part of a two-part Passenger Services strategy aimed at shifting the focus of ANA from infrastructure to creating, delivering and managing services..
The most recent project to have been completed is the children’s playground. Part of the Family Airport concept, the playground now has new toys to entertain children, as well as a food preparation area that includes a microwave, a bottle warmer, a vending machine with healthy food and a fun set of tables and chairs where children can eat.
Contact: Mike Culverwell, New Business Contact, Engine Service Design
+44 (0)20 7064 6868, ,
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