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Airport service improvement efforts to focus on details: MOTC

Airport service improvement efforts to focus on details: MOTC

Taipei, July 16 (CNA) The government's efforts to improve the service quality of the Taiwan Taoyuan International Airport will focus on the details, a high-ranking official said Friday, implying that the improvement work should be carried out thoroughly.
"The devil is in the details, " said Minister of Transportation and Communications Mao Chi-kuo, adding that the transport authorities will need to go through every detail of the improvements at the airport, which has long been criticized for its unsatisfactory services.
According to a recent survey released by the Airports Council International (ACI) , the airport ranked 27th in 2009 in terms of service quality, a drop from 18th in 2008 and 14th in 2007.
The falling ranking in the ACI survey came as the airport has been faced with a spate of problems, such as a lack of well-designed shuttle services to and from the airport, a shortage of baggage carts, limited parking capacity and atrocious catering services.
The MOTC has set up an airport improvement committee to solve the long term problems, and committee head Chang Yu-heng has vowed to vault the airport into one of the best 10 airports in the world within the next three years.
Mao said that much of the Civil Aeronautics Administration's (CAA's) improvement efforts should address seemingly small things, such as the baggage cart shortage, dirty toilets, expensive beef noodles, and limited parking, as failure to take good care of what might seem trivial affairs is the major cause of passenger dissatisfaction.
With the global tourism business growing, Mao said, the bar for international standards governing airport services has been getting higher and higher, and any airport that fails to please travelers will lose out in the rankings amid the fierce competition.
Mao made the comments as he witnessed Yin Cheng-pong being sworn in as the new CAA head to succeed Lee Lung-wen, who stepped down amid a recent string of scandals at the airport that have embarrassed the transport authorities.
Some central control center staff at the airport were recently accused by a whistle-blower of drinking on duty, while human resources staff have been accused of falsifying personnel schedule documents to embezzle funds.
On the first day in his new position, Yin said he will require all CAA staff to refrain from drinking on the job and that he will require CAA division supervisors to take responsibility when their subordinates make mistakes. The CAA will also be required to learn from the private airline sector about the concept of putting customers first.
(By Wang Shu-fen and Frances Huang)




Updated : 2021-03-05 06:32 GMT+08:00