Aviation · 2024
Phoenix Sky Harbor Consumer Engagement
Consumer engagement and passenger experience support at Phoenix Sky Harbor International Airport — on-site staffing, wayfinding assistance, and traveler feedback capture.
Terminal-wide
Touchpoints
Passenger experience
Focus
Shift-level reporting
Insight
Client
Phoenix Sky Harbor International Airport
Services applied
The challenge
Travelers needed clear, friendly guidance through a busy terminal environment while the airport needed structured insight into what passengers were actually experiencing.
Our approach
Step 01
Deployed trained, uniformed engagement staff at high-traffic terminal touchpoints
Step 02
Delivered wayfinding, ground transportation, and accessibility assistance
Step 03
Captured passenger feedback and issue trends shift by shift
Step 04
Reported insights to airport leadership with recommended service adjustments