Case Study for EMA
East Midlands Airport (EMA) goes Live with SCAS®-Air – November 2009
East Midlands Airport are continually driving to improve the Customer Experience as one of their key business drivers. One area of frequent comment and complaint from the Customer was the poor level and quality of Flight Departure Announcements within the Terminal Building. After a short study it was obvious, that with the existing manual announcement system it was not possible to produce any level of consistency.
The quality and frequency of the flight information was left to the Information Desk staff who changed during the day resulting in differing: volumes; voices; and hence clarity throughout the Terminal. East Midlands Airport therefore embarked on a project to standardise the Public Address system, and explored the market to evaluate options. The main requirements were to deliver a voice as close to a human voice as possible, to have total flexibility for ad-hoc and standard messaging and to have total clarity linking into the flight information control system.
After careful consideration EMA appointed Voice Perfect to supply and install the system. The decision was based on ease of use and the quality of the real voice announcements. The installation has improved the quality of the Customer Information announcements beyond their expectations and in addition the quality of real voice foreign language announcements, has contributed to a more stress free experience for our non-English speaking passengers.
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