Pittsburgh Airport partners with university to boost customer service

21 June 2019 (Last Updated June 21st, 2019 11:30)

Pittsburgh International Airport has partnered with Carlow University to redefine its customer service approach.

Pittsburgh International Airport has partnered with Carlow University to redefine its customer service approach.

Under the partnership, the airport and the university will develop a customer social care skill-builder programme to offer specialised on-demand mobile / digital support.

A group of recent Carlow graduates will walk the terminals of the airport over the course of the one-year pilot programme.

The agents will be equipped with iPads to provide real-time updates on airport operations, such as flight delays and cancellations, and help solve any other issues.

Agents will identify, receive, and address passenger needs when required. The development and enhancement of processes and the utilisation of technology will result in real-time information sharing, personalised wayfinding, individualised customer interactions, and integration with internal operations.

Carlow dean of the College of Professional Studies Jim Ice said: “The Customer Care Agents, graduates of Carlow, will give the airport feedback and make recommendations to help develop and craft the program into exactly what the airport wants it to be.

“It’s exciting to be part of something as dynamic as what Pittsburgh International is doing and to help them think a little differently about this concept of customer social care and how the resources Carlow University can provide will help advance those ideas.”

The collaboration with Carlow is the latest partnership between the airport and the region’s educational institutions.

The airport already engages with Carnegie Mellon University, University of Pittsburgh, Robert Morris University, and others.

Pittsburgh International Airport, which is being managed by Allegheny County Airport Authority, serves over 9.5 million passengers annually.

The airport’s passenger traffic increased 3% in April 2019, equating to a total of 805,299 passengers. This marked the airport’s 36th consecutive month of year-over-year passenger growth, primarily in origin-and-destination traffic.

The airport said the streak is the longest since it experienced 44 months of consecutive growth in passenger traffic, a trend that ended in 1986.