Travel retail boutique agency 2.0 & Partners has added the Airport Ambassador Academy to its Customer eXperience Management (CXM) business suite.
The academy offers a dedicated training course to elevate the expertise and engagement of frontline airport staff.
This four-hour course is offered both in person and as a structured digital e-learning programme, and includes globally recognised certification.
Airport Ambassador Academy is designed to train frontline staff in the skills needed to engage and assist international travellers.
It promotes a shift in approach across the travel sector – treating travellers as guests rather than customers, with an emphasis on hospitality and service throughout the journey.
The course provides practical insights and strategies on key topics such as airport navigation, handling difficult situations and delivering hospitality tailored to the needs of diverse travellers.
The Airport Ambassador Academy aims to improve hospitality skills and promote cultural change among all airport frontline staff, including those at check-in, security, retail, food & beverage, lounges and information desks.
The course was developed with input from 2.0 & Partners Senior Partner Vittoria Passoni, drawing on her experience in international hospitality management.
Passoni, also Brand Ambassador for the Airport Ambassador Academy, said, “At 2.0 & Partners, we spend much of our time working to elevate the airport experience.
“Every day our Strategic Mystery Shopping investigations underline that every member of frontline airport staff has a key role to play in in shaping how guests feel – and how they remember their journey.
“From the outset, the Airport Ambassador Academy was designed to foster a mindset of care, professionalism and authentic hospitality. In a fast-paced environment like an airport, it is people who make the difference between good service and exceptional experience.
“A happy and relaxed traveller is more likely to engage with the airport’s wider offer, so perfect hospitality is a must from the moment your passengers arrive.”
The academy was launched as 2.0 & Partners expanded its CXM services by joining the Mystery Shopping Professionals Association (MSPA) Europe/Africa.
The company’s Strategic Mystery Shopping programme, designed specifically for the travel retail market, is a core part of its CXM offering.
Becoming a member of MSPA Europe/Africa highlights 2.0 & Partners’ role in the travel retail channel and its focus on maintaining professional standards in mystery shopping and insights.
2.0 & Partners Head of Customer eXperience Management – Italy Erika Giannini said, “We are proud to stand alongside global leaders in mystery shopping as a member of MSPA. This milestone underlines our aim to elevate service standards, not just for our clients, but across the whole industry.
“The Strategic Mystery Shopping is a core part of our CXM business unit, and our findings have helped elevate service for countless travel retail partners, as well as providing insights which we have used to craft our Academy training modules.” ✈
