Airports have to focus on customer service along with revenue diversification and future growth if they hope to remain competitive at a time when airlines are reducing capacity, Airports Council International DG Angela Gittens told representatives at the Airport Business and Trinity Forum in Macau in late September. "We must maintain our facilities and our staffing, even if traffic drops noticeably," Gittens said. "And with increasing competition as airlines go airport shopping, it is ...

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