Serving the customer

I once heard an airport professional say that his job was to “get people to stop talking to him” (paraphrase). The idea being that if someone is talking to him, then there is something wrong at his airport. If nobody was talking to him, then there was...

Hire the person, not their experience

“If you’ve seen one airport, then you’ve seen one airport.” If you are an airport professional, then you have heard this. Yet, when we hire, we seek applicants for airport positions with years of experience. I think we do this because we believe that their experience...