Life at MAN - Pritti Mavani (Customer Experience Ambassador)

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Pritti Mavani, a Customer Experience Ambassador at Manchester Airport, has been working in the travel industry for almost a quarter of a century. She explains how the smallest of things can make the biggest of differences to a passenger's experience.


What are your main responsibilities as a Customer Experience Ambassador?

My role is quite varied and very interesting – it allows you to move around, helping passengers, answering their questions and ensuring they get to where they need to go. I work across various different parts of the passenger journey, from check-in to the departure lounge to arrivals. Passengers want a friendly face who they can feel comfortable approaching if they need some guidance.

How long have you been working at the airport?

I’ve worked at Manchester Airport for almost 24 years now. I’ve always been in the travel industry and I was a business travel specialist for 13 years, prior to joining the customer service team here.

Because of how long I’ve been here, I think I’m a fountain of knowledge, I have seen a lot of change but I know the airport inside out, so I’m confident in giving good advice to passengers.

What do you enjoy most about working at the airport?

It’s just a buzzing place! Being surrounded by the excitement of people going on holidays and trips abroad is great. I love what I do, the airport is my big family. But of course the most important thing is that our passengers are having an enjoyable experience.

I have a target each day when I come into work, whereby I’d like to do three good things at least, where I know I’ve really made a difference to someone’s trip. I want to make somebody’s day by going that extra mile, so it becomes a memorable time spent at Manchester Airport and they want to come back. When you go back home, you feel very satisfied and rewarded.

What are the most important skills to have as a Customer Experience Ambassador?

You have to have people skills, and you have to like to talk to people, because it is quite nerve-wracking when you’re coming to the airport as a traveller. You want to ensure you get through in good time and make your flight. Having those people skills to be able to reassure passengers and put a smile on their faces is a really important part of doing the job well.

It also really helps to build up a good knowledge of the airport, the layout, and the kinds of issues passengers might encounter, so you’re well prepared to answer any questions that are put to you.

Which destination that we serve from Manchester do you most want to visit?

Well, we don’t serve it directly from Manchester, but I would love to go to Australia! You can get a connecting flight there from Manchester with one of our Middle Eastern carriers, so maybe in the future that is something I will have to look into. I have family living out there so I hope to go and visit one day.

Do you have any tips for passengers on how to get the most from their airport experience?

My top tip would be to be prepared and to arrive early – at the earliest time your airline recommends – which is normally two or three hours before you fly. You don’t need to arrive any earlier than that though and you may add to congestion in the terminal if you do. Make sure your travel documents are in order. Don’t leave everything to the last minute.