Passenger Service Innovation Management of Suvarnabhumi Airport

Abstract

Suvarnabhumi Airport is Thailand's the largest airport under the supervision of the Airports of Thailand Public Company Limited (AOT) and being the hub of aviation in Southeast Asia. Its role is International Gateway or gateway to Thailand. Key innovations of passenger services include (1) Terminal Screening of airport passengers to prevent the spread of the novel coronavirus disease 2019 (COVID-19) (2) Public Relations Kiosk to provide Q&A service for the passengers. which is consistent with the concept “Airport can talk” (3) AOT AIRPORTS Application to facilitate access to services consistent with the concept “A living airport” through smartphones in the hands of passengers (4) Automatic Self Check-in System or CUSS system, which reduces passengers' check-in time (5) Revenue Recognition System: RR System to recognize sales and service information of entrepreneurs in real time .In this regard, the use of innovations in passenger service to achieve maximum efficiency. It has to be managed effectively. The key components are organizational leaders, corporate strategy, participation corporate culture and organizational structure. Parallel to the work of personnel with continuous commitment. This is in line with AOT's motto, “Safety is the Standard, Service is the Heart”.