The service quality, in terms of both regularity of services and customer assistance, communication and information, is one of the strategic objectives of the Society. Aeroporto di Bologna constantly commits to carry out updating, information and benchmarking activities, as well as introducing new tools and technologies to assist the passenger.
Throughout 2015 Aeroporto di Bologna activated several projects aimed at improving the passenger's experience: in particular, developing a system of wi-fi customer tracking, planting new recharge points for portable devices and implementing a Customer Relationship Management system (CRM) supporting the profiling, promotion and communication activities (operational information, commercial events, suggestions and complaints) addressed to customers.
Waiting times on departure have recorded positive results, except for the baggage recollection, which suffered over the year.
With this respect, the Society has promoted a dialogue with the airlines and handlers and has activated a new baggage handling system which will start up during the 2016 Summer season.
Even the customer satisfaction rates have risen compared to the previous year. In particular, the satisfaction about the general cleanliness and the efficiency and cleanliness of the toilets have significantly improved, reaching over 95%.