Before the pandemic, customer service and key performance indicators at an international airport’s terminals were inconsistent and often below target.
I introduced short, on‑shift coaching sessions delivered directly on the concourse that helped frontline teams improve customer care, service consistency, and measurable KPIs—and those gains proved durable as travel rebounded.
The challenge Airport frontline roles demand rapid problem solving under pressure.
Many staff relied on fragmented training and classroom sessions that didn’t translate to real situations.
That gap produced longer handling times, uneven passenger experiences, and frequent escalations, issues that became more visible as passenger volumes returned.
The approach I developed a compact, repeatable training model designed for delivery during shifts:
- Micro‑learning (10–20 minutes): single skill modules focused on greeting, rapid needs discovery, and calm de‑escalation.
- Role‑specific practice: quick role plays based on actual gate and terminal scenarios (boarding delays, baggage questions, health checks).
- Manager coaching rituals: brief observation checklists and 5‑minute post‑shift feedback conversations to reinforce behaviors immediately.
- KPI alignment: coaching tied to three visible metrics passenger feedback, queue handling time, and first contact resolution rate.
Why on shift works Bringing coaching onto the concourse removes the lag between learning and application.
Managers can observe and correct behaviors in real time, staff practice skills with live context, and small repeated sessions make new habits stick without disrupting operations.
The format respects shift schedules and supports continuous reinforcement essential for behavior change in high pressure environments.
Results Across multiple gates and shifts, the program produced tangible improvements.
Passenger feedback shifted more positive; staff reported higher confidence managing difficult situations; and managers gained faster insight into performance trends.
The most visible operational changes were reduced handling times, smoother passenger flows during peak periods, and fewer service escalations. Because the work began before the pandemic, the coaching framework also provided a resilient foundation when post pandemic operations intensified.
Rollout model
- Pilot on 2/3 high traffic gates to validate scripts and measurements.
- Train shift leads as internal coaches to sustain the program.
- Track the three core KPIs weekly and share quick wins with teams.
- Scale to additional terminals once improvements are consistent.
Practical tips for airport teams
- Keep modules laser focused: one skill, one practice, one measurement.
- Base role‑plays on recent real incidents to keep learning relevant.
- Make coaching routine part of the shift rhythm, not an add‑on.
- Celebrate small improvements publicly to boost buy‑in.
Quote “My aim was simple: make coaching part of the working day so behavior changed where it matters most on the concourse,” says Ilaria Del Bono. “Short, repeated practices create lasting improvements in both service and performance.”
Call to action Airports and partners seeking a quick pilot or a ready training template can contact Ilaria Del Bono (info@ilariadelbono.com), for a concise proposal and sample modules. https://www.ilariadelbono.com/