USA. Metropolitan Washington Airports Authority and MarketPlace Development – the concessions programme manager at Washington Dulles International and Ronald Reagan Washington National airports – have announced their 2019 Customer Service Excellence Award winners.
There were eight categories for each airport, with Paradies Lagardère featuring strongly in the list of winners (see table below). The awards for merchant of the year and best overall operations at Dulles International went to Vino Volo (Paradies Lagardère) and Hudson News respectively.
Commenting on all the winners, Marketplace Development President Paul McGinn said: “Their dedication to providing the best service to travellers and customers alike has helped us define our mission and truly sets us apart in such a competitive industry.”
Metropolitan Washington Airports Authority Director of Customer & Concessions Development Deven Judd added: “They are leading by example and making real progress on improving the overall passenger experience.”
The awards across the two airports – which handled a record 47.5 million passengers in 2018 – are based on MarketPlace Development’s customer service mystery shopper programme performance; participation in leadership development training seminars; and analysis of operational performance. This year, nearly all winners were certified Airport Concessions Disadvantaged Business Enterprises (ACDBE).
Massachusetts-based MarketPlace Development runs concession programmes at Boston Logan International , Philadelphia International, Reagan National and Dulles International airports and has also worked with numerous other airports and airlines across the country.
