Case Study: Edinburgh Airport improves passenger satisfaction with Premium Plus and Zendesk

Premium Plus helps Edinburgh Airport enhance passenger satisfaction

Edinburgh Airport, one of Scotland's busiest airports, faced a challenge in integrating and streamlining its fragmented customer support. Its airport and parking support teams operated with entirely different processes, making it difficult to handle queries efficiently and report on data. The airport sought to properly configure its existing Zendesk service to create a single, optimized support environment for both entities.

The vendor Premium Plus was brought in to rebuild the Zendesk solution from the ground up. By implementing a carefully planned, step-by-step integration and applying best practices, Premium Plus created a unified system. This resulted in a centralized data hub, a 20% reduction in ticket handling time, and a 97% SLA response rate, leading to higher passenger satisfaction and more efficient support teams.

Edinburgh Airport

Jade McAlpine

Customer Support Team Lead