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Lift Off for Customer Service Excellence at Ireland West Airport


Ireland West Airport Knock has been awarded Failte Ireland’s Service Excellence Programme’s Business Award. The Programme is aimed at helping tourism businesses reach and maintain the highest standards in customer service excellence, resulting in benefits such as business growth, additional repeat business, increased visitor spend and positive recommendations. 

The Business Award is presented when 75% of staff and management in visitor facing businesses complete Fáilte Ireland customer care training. Speaking at the presentation of the accreditations, Martina Bromley, Head of Enterprise & Hospitality at Fáilte Ireland said that the Programme is an important aspect of Fáilte Ireland’s business development and training supports, adding: 

“We are delighted to present Ireland West Airport with the Accredited Service Excellence Programme’s Business Award. The programme is aimed at helping tourism businesses strengthen competitiveness and to help differentiate Ireland from its international competitors as a location where the customer is at the centre of everything a business will do. Ireland West Airport and the related businesses can now rightly claim recognition for ‘best in class’ customer service and providing a great visitor experience.”

Welcoming the awards, Joe Gilmore, Managing Director of Ireland West Airport said:‘The staff at the airport are renowned for their very high standards of customer service and care for passengers and we were delighted to work with Fáilte Ireland in partaking in their Service Excellence Programme. It was extremely pleasing to see a wide range of front-line staff from across the various airport departments participating to complete the customer care training. The Award demonstrates further the airports commitment in striving to offer passengers the highest levels in customer service and ensuring the customer’s needs are front and centre at all times and this recognition is due reward for our staff’s dedication in this regard. Combined with our continued investment in transforming the passenger experience at the airport this recognition demonstrates our continued focus in making the journey through the airport for passengers an easy and stress-free experience.”

Eva Costello, Team Manager at Fáilte Ireland’s Wild Atlantic Way said that this is a well-deserved achievement for Ireland West Airport. She emphasised: “This is about commitment to the continued provision of “best in Class” service provision; turning each interaction with the visitor into a positive experience; providing the welcome to Ireland that we are renowned for worldwide; strengthening competitiveness whilst helping to differentiate Ireland from its international competitors and ensuring that visitors to the Wild Atlantic Way experience the very best of Ireland.”  

The Accredited Service Excellence Programme is suitable for all management and front facing staff in a tourism related business who come into contact with visitors. The Award can be achieved in three ways. Firstly for individual staff upon completion of a full day or online workshop. Secondly as a Business Award whereupon 75% of front facing staff have completed the Programme and thirdly as a Destination Award if a number of set criteria are met including an agreed level of key businesses in the area having achieved the business award and a number of community awareness workshops being completed.