Munich Airport: New Ways in Complaint Management with ConSol CM

Munich Airport, recently again named "Europe's best airport" at the annual World Airport Awards presented by Skytrax, London's renowned aviation research institute, relies on ConSol CM for complaint management. The flexible software is already established at several airports and integrates Business Process Management (BPM) and Customer Relationship Management (CRM) functionalities. All suggestions for improvement and complaints from airport guests are handled by a central dialogue management system. Munich Airport improves customer loyalty by responding promptly and individually.

ConSol CM Field of Application

Passenger Complaint Management

Customer

Munich Airport

Sector

Transport, Tourism

Solution

ConSol CM

Wrap up

ConSol CM is already used by other airports, including Munich Airport. The software provides CRM functionalities and primarily controls passenger complaint management.

Benefit

Central dialogue management
Complaints & feedback from passengers are processed quickly
Increased customer loyalty
Continuous improvement of services

Name	Purpose	Lifetime	Type	Provider
CookieConsent	Saves your consent to using cookies.	1 year	HTML	Website
fe_typo_user	Assigns your browser to a session on the server.	session	HTTP	Website
_pk_id	Used to store a few details about the user such as the unique visitor ID.	13 months	HTML	Matomo
_pk_ref	Used to store the attribution information, the referrer initially used to visit the website.	6 months	HTML	Matomo
_pk_ses	Short lived cookie used to temporarily store data for the visit.	30 minutes	HTML	Matomo
_pk_cvar	Short lived cookie used to temporarily store data for the visit.	30 minutes	HTML	Matomo
_pk_hsr	Short lived cookie used to temporarily store data for the visit.	30 minutes	HTML	Matomo

Name	Purpose	Lifetime	Type	Provider
_gcl_au	Used by Google AdSense to experiment with advertisement efficiency.	3 months	HTML	Google
AMP_TOKEN	Contains a token that can be used to retrieve a Client ID from AMP Client ID service. Other possible values indicate opt-out, request in progress or an error retrieving a Client ID from AMP Client ID service.	1 year	HTML	Google
_dc_gtm_--property-id--	Used by DoubleClick (Google Tag Manager) to help identify the visitors by either age, gender or interests.	2 years	HTML	Google
_ga	Used to distinguish users.	2 years	HTML	Google
_gat	Used to throttle request rate.	1 day	HTML	Google
_gid	Used to distinguish users.	1 day	HTML	Google
_ga_--container-id--	Persists session state.	2 years	HTML	Google
_gac_--property-id--	Contains campaign related information for the user. If you have linked your Google Analytics and Google Ads accounts, Google Ads website conversion tags will read this cookie unless you opt-out.	3 months	HTML	Google

Munich Airport: New Ways in Complaint Management with ConSol CM

ConSol CM Field of Application

Customer

Sector

Solution

Wrap up

Benefit

Website

Products

Functions & Services

Company