Aniello Liguori
Director Ground Services Intercontinental
Swiss International Air Lines Ltd.
P.O. Box ZRHLX/OGI/LIAN
CH-8058 Zurich Airport
Tel. +41 44 564 60 32
Fax +41 44 564 90 49
[email protected]
SWISS Station Managers Worldwide
10 April 2015
"SWISS Station Achievement Awards 2014”
Dear Station Managers
“Why do some stations retain their position in the top rankings?”
”What can we all learn from our top ranking stations? The answer is: “Behavior is the key!”
We, as the airline of Switzerland, have about 10 of potential service interactions at the airports, from
arrival procedures and special requests at the check-in, boarding procedures, and baggage
handling. All offer the potential for moments when we can provide positive moments—opportunities
to intensify the customer's loyalty to our airline.
Being in a very competing market segment our airline needs such positive moments to create
personal care in offering a customer speedy check-in procedure, by resolving a problem, or
individual attention during boarding procedure. Superb handling of these moments requires an
inborn and natural frontline response that puts the customer's emotional needs forward.
Employees deliver exceptional customer service—and perform well at moments of truth—only if they
know clearly what they are supposed to do and why. Thank you, Station Managers, to bring the
spark alive between the customer and frontline staff members and so helping to transform
our guests into strong and committed SWISS brand followers!
And now, the Oscars for the “SWISS Station of the Year Awards 2014” go to
IC:
EU/CH:
1. NRT
1. PRG
2. HKG
2. OTP
3. PVG
3. LUG
Applause of the winners, applause to warm your hearts!
Ranking
1
2
3
4
5
6
7
8
9
10
Station
NRT
HKG
PVG
PEK
SIN
BOM
TLV
DEL
ATH
CAI
IC
Yearly Result
103.42
103.06
102.69
102.26
101.32
100.92
100.85
100.73
100.57
100.34
Station
PRG
OTP
LUG
BUD
WAW
LUX
MUC
ARN
DUB
LIN
EU / CH
Yearly Result
106.65
104.14
103.92
103.73
103.09
101.93
101.92
101.60
101.45
101.41
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Additionally we honour the top 3 ranking stations for the “SWISS Rising Star Awards 2014” for their
most remarkable improvements:
Ranking
1
2
3
IC
BOM
JFK
DAR
Average
Ranking
Preceding
12 Months
12.3
20.8
15.7
Average
Ranking
Last 12
Months
7.3
16.5
11.4
Ranking
Improvement
5.0
4.3
4.3
EU / IC
WAW
LUG
CPH
Average
Ranking
Preceding
12 Months
22.7
19.0
26.5
Average
Ranking
Last 12
Months
10.3
7.3
16.8
Ranking
Improvement
12.3
11.7
9.8
Applause for your success!
The 5 top ranking stations of the “SWISS station of the Year Awards 2014” will receive each a
trophy as a token of our recognition and in addition for the 3 top ranking stations a special event will
be organized in June in Switzerland.
To thank the teams for the “SWISS Rising Star Awards 2014” we will reward the winning stations
with a lump-sum and a certificate for their impressive improvements. The prizes will be handed over
personally by the respective Regional Manager during her/his next Station visit.
The everyday work life of our team is based on trust, cooperation and support. Thanks for
being such a wonderful team!
Yours truly,
Josef Geisseler
Director
Ground Services Europe
Aniello Liguori
Director
Ground Services Intercontinental
Stephan Ellenberger
Senior Director
Ground Services Switzerland
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