![]() ![]() The Solutionįor Flagship, a company with deep airport expertise, the challenges were not especially overwhelming. It required an organization that was a problem solver, an executer and one that was focused on creating a culture of customer service and employee engagement. Culturally, MCO expected a staff of cleaning ambassadors who were more customer-centric and focused on creating exceptional traveler experiences.Īcross the board, Flagship had committed – and MCO expected – dramatic improvements in many areas quickly. A new staffing model had to be implemented to lower labor costs. A state of the art tracking system had now become mandatory. Notably, cleaning throughout the facility needed to be upgraded on carpets and floors, requiring new chemicals and cleaning procedures. In 2014, Flagship took over the facility cleaning management amidst high client expectations and a sea of change, including increasing passenger traffic, new construction and rising traveler demands. Power ranking shows, the airport’s users are increasingly satisfied, and experiencing outstanding traveler experiences as they pass through to one of the world’s foremost tourist destinations.ĬURRENTLY RANKED #4 IN CUSTOMER SATISFACTION FOR MEGA AIRPORTS The Challenge The two organizations have worked together to ensure the airport’s growth has been seamless and generally invisible to travelers.Īll of this has prepared Flagship to comfortably and seamlessly accommodate an unprecedented increase in travelers. Power’s 2021 North America Customer Satisfaction Rankings for mega airports.įlagship Facility Services has been MCO’s cleaning partner since 2014, and since that time the airport has gone through a dizzying level of growth and change. It is also one of the nation’s best run and highly regarded airports, earning the number 4 spot in J.D. A design targeting LEED®v4 campus-wide certificationīuilt on a foundation of communication, collaboration and coordination, the successful completion of Terminal C represents the largest expansion in the history of Orlando International Airport and the next phase of HNTB’s partnership in serving GOAA as it continues its ascension as a leader among the world’s airports.Orlando International Airport (MCO) is a world-class airport and the region’s gateway to Central Florida, one of the world’s leading tourist destinations with an array of world famous attractions.Fully integrated, multimodal airport terminal with direct high-speed rail connectivity.“Bags First” design in Customs and Border Protections Arrivals.100% facial recognition “e-gates” for international arrival and departures.100% automated public screening lanes at the TSA checkpoint.100% total virtual ramp control for airline ground operations.The project incorporates many industry firsts, such as: Terminal C not only provides a positive and welcoming experience, but also maximizes the safety, security and efficiency of the travel process. The design is highlighted by massive electronic media entertainment features that display iconic scenes of central Florida fauna, flora and attractions that more than 50 million guests a year come to Orlando to see. The terminal’s design captures the elements of water, foliage and sky with expansive glass skylights, terrazzo artist interpretations of natural springs and incredibly life-like artificial palm and bald cypress trees. An ode to the region, the terminal is an architectural depiction of everything that attracts tourists to central Florida. HNTB served as the architect of record to bring the Greater Orlando Airport Authority’s vision of a passenger-first experience to life. From arrival to departure, this remarkable facility promises to enhance every aspect of the Orlando Experience™. A new aviation facility has revolutionized the way travelers navigate and explore Orlando International Airport, providing a seamless and unforgettable journey for the millions of visitors that come through its doors. ![]()
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