The award is founded by Customer Service Institute of Australia (CSIA). "Airport passengers are not as familiar with South-East Queensland region as regular commuters, and naturally require assistance to ensure they have correct ticketing and travel information," said Airtrain General Manager Chris Basche. According to Basche, recent innovations include free WiFi for the domestic station, a Co2 tracker on company’s website and free kids packs for Gold Coast travellers.

Airtrain also conducts a range of customer service monitoring including passenger satisfaction surveys, staff satisfaction surveys, defined customer feedback process and a staff innovation register.

The awards are judged on a range of business criteria, including company philosophy, management and leadership, innovation and improvement, responsiveness and customer satisfaction.

To learn how great customer service can help retaining and growing passenger numbers, register for airrail EVENTS conference ‘Customer growth and retention strategies on Airport Rail Links’. Click here for more information >>>

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