Business 2000: Putting passengers first

Dublin Airport prides itself on the quality of its service - a service that it built by listening to the needs of its passengers, writes Siobhán Brett.

18th March, 2012
Business 2000: Putting passengers first
Brian Drain, head of passenger services with the DAA: 'We wanted to manage everything in an Irish way, so as not to make it a generic airport'. Photo: Maura Hickey

The customer is central to every decision made at Dublin Airport - no mean feat for an airport serving around 18 million passengers per year.

The Dublin Airport Authority (DAA) caters for travellers with the help of detailed in-house planning, facilitated by extensive market research, according to head of passenger services with the DAA, Brian Drain.

"Market research conducted over the years has greatly assisted us in the provision of quality service to a large scale,"...

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