Bradley Airport Reaches New Heights in Customer Focus

Kevin Dillon recalled that, when he first started working at airports in mid-’70s, they were run almost like government facilities. Translation: there were few, if any, frills, customer service was hardly a priority, and the notion of generating repeat customers didn’t really exist because, for the most part, customers didn’t have any choice but to return. All that has changed over the ensuing decades, of course. Fliers do have choices, especially in this part of he country, where there are several airports within a two-hour drive. And they make their choices based on a variety of factors, but especially convenience and the quality of their experience (after all, they’re spending at least a few hours there, on average). So today, every airport wants to be the airport of choice, including Bradley International Airport in Windsor Locks, said Dillon, executive director of the Connecticut Airport Authority (CAA), which took over management of the facility in 2013.

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