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Case Study: The Impact of Face-to-Face Training on Airport Excellence

Executive Summary

Our facilities service client partnered with TrainingPros to implement a customer experience training program at a major airport terminal. The initiative aimed to improve service quality and transform the terminal’s reputation. The program achieved significant success, resulting in increased passenger traffic and revenue, and earning a prestigious award in the airline industry. 

The Challenge

The facilities service company needed to elevate the customer experience at the airport terminal, previously criticized for poor conditions. Key objectives included:

  • Enhancing staff training to align with the terminal’s new vision.
  • Delivering effective face-to-face training to replace previous ineffective eLearning solutions.
  • Ensuring employees embodied the values of a world-class airport.

The Solution

TrainingPros instructional design consultants designed a 10-week customer experience training program featuring:

  • Instructor-Led Training: Conducted by a TrainingPros facilitation consultants with expertise in culturally diverse audiences.
  • Interactive Sessions: 2–3-hour sessions tailored to employees’ schedules, conducted multiple times daily to accommodate shift workers.
  • Scenario-Based Learning: Practical scenarios for real-world preparedness, enhancing empathy and engagement among staff.
  • Performance Support: Ongoing coaching and post-training support to ensure learning transfer, including a rubric for performance evaluation.

The program also emphasized diversity, equity, and inclusion, with a diverse trainer to reflect and connect with the diverse workforce.

The Result

The training program led to:

  • 32% Increase in Passenger Traffic: Boosted by enhanced customer service.
  • 32% Rise in Revenue: Attributed to improved traveler experiences.
  • Expanded Service Contracts: The facilities service company’s role grew to 60-70% of airport services.

Surveys showed above-average satisfaction, with employees expressing pride and a sense of connection to the terminal. This initiative set a new standard for airport customer service and demonstrated the power of comprehensive, face-to-face training.

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Lisa AurandCollections Training Manager
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Mandi DillingScooter's Coffee
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Katie KellyProctor & Gamble
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Candy WilliamsAtlas Roofing
I’m so very grateful for your partnership on this. You helped us go WAY faster than I expected.
Mandi DillingScooter's Coffee
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Julie ThomasSAP - Senior Director of Instructional Design
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Mary ViersMHSH
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Tamas BarassevichBlackrock
A personal and professional goal of mine was to be recognized in some way for the great programs we’ve put together. In partnering with Chenier and TrainingPros, we were globally recognized and earned our first L&D award and achieved gold.
Nicole SandovalEuropean Wax Center
Thank you, Chenier. It’s been amazing working with you. As I reflect on my first 6 months at Scooter’s Coffee, I can’t imagine how I’d have survived without your designers.
Mandi DillingScooter's Coffee
TrainingPros is able to fill the gaps with someone who is professional and someone who has worked with us before.
Diana RivenburghSeniorlink Incorporated
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The Impact of Face-to-Face Training on Airport Excellence