Dublin Airport: Delivering an outstanding airport experience for people with reduced mobility

Dublin Airport’s (DUB) vision is to “Deliver an outstanding airport experience for airlines and passenger.” This puts the customer at the heart of all airport activity and inspires DUB to go the extra mile to fully understand and meet a customer’s needs.  

Over the past ten years, DUB has been on a significant journey; from scoring the lowest level of customer satisfaction among peer airports within Europe, to in recent years, consistently ranking in the top five. Issuing a strong focus on passenger experience has benefited both passenger and airport alike.

This improvement has been achieved by implementing significant changes across infrastructure, facilities, systems, processes, products, services, as well as addressing issues in multiple customer touch-points and transforming the overall passenger experience. By understanding and meeting the key needs of passengers, DUB continually meets and exceeds passenger expectations. 

Understanding the passenger experience

Committed to listening and engaging with customers, DUB manages a programme of research and monitoring that continually tracks, records and evaluates various aspects of the passenger experience. This includes ongoing tracking studies, international benchmarking and customer complaint management. Feedback from customers is reviewed cross-functionally on a scheduled basis and priority issues are immediate followed-up with identified actions. This review work is also shared with the executive team who ensures issues impacting the customer experience are resolved in a timely manner.  

This research consistently provides information focused around fundamental passenger needs, including:

• the need for simplicity and clarity in processes and information provision;
• the integral role of staff both in managing and supporting customers;
• information and services at the right point; and,
• the importance of well-designed and well-maintained facilities.

As part of this customer focused initiative, DUB maintains strong links and relationships with various groups representing the interests of airport passengers who have specific needs. 

Reduced mobility: Providing airport accessibility

DUB is dedicated to providing accessibility for people with reduced mobility (PRMs) throughout its facilities. The aim is to provide facilities and services that are accessible for all and meet the requirements of relevant legislation and building standards. In order to deliver on best practices, DUB consults with a Disability User Group on an ongoing basis. The Disability User Group consists of many organizations representing people with disabilities, airline customers and the reduced mobility service provider.

From an accessibility point of view, the DUB website provides all information needed in relation to facilities and services.

When arriving at DUB, passengers with reduced mobility can expect accessible buses and 170 accessible parking spaces for short-term and long-term stationed vehicles. Routes into terminal buildings are fully accessible with tactile paving and dedicated areas located outside the main doors allowing for easy access.

Extensive research and consultation have been dedicated in the development of signs throughout the airport. Pictograms are used whenever possible along with  colour coded signs for various facilities. There are also dedicated lanes available at DUB security for PRMs and private security screening available upon request.

Visual guides are available on the website to aid individuals with Autistic Spectrum Disorder (ASD) to understand the process and steps that need to be taken throughout their airport journey. Familiarization tours are also available for anyone apprehensive about travelling. The tours are carried out on a one-to-one basis, tailoring to each individual’s specific needs. Also operating the Autism “Important Flyer” initiative, a wristband or lanyard is provided to passengers with ASD travelling through DUB. These are used as key identifiers for airport personnel to ensure a smooth and catered airport journey, even allowing fast tracking to avoid crowds and queues.

Airport staff play a huge role in delivering an outstanding airport passenger experience. Disability Awareness Training is provided to all front line staff. The training looks at the varied types of assistance passengers with reduced mobility and disabilities may require as they journey through DUB. The training aims at providing a Disability Confident service ensuring each passenger’s individual requirements are met.