Fraport Twin Star Airport Management AD – operator of Varna Airport and Burgas Airport, is dedicated to offer high quality customer services. At the beginning of 2014, the company launched a program called “We Care”(We Care Always Ready to provide Excellent service) designed to improve the customer service and passenger experience at Varna Airport and Burgas Airport. The goal of the program is to raise the service level and to increase the awareness of the importance of customer service to the employees and thereby creating a comfortable and relaxing airport experience for our passengers.
The company conducted trainings for over 700 employees, serving directly passenger at both airports as well as managerial staff. The trainings were tailor made for the Black Sea Airports and also took into consideration the expertise and best practices at Frankfurt Airport and other benchmark airports. Criteria for evaluation and recommendations for the program were developed together with the participants to measure the results of the performance.
The results of a third party survey showed that our passengers highly appreciated the increased efforts to provide excellent services and a good experience at the airports. Already in the first year the We Care initiative brought very good results and among others led to an increased satisfaction rate of our passengers and had a positive effect on the participating employees.