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CSAC forum discusses the future of MSP

Retina scans, a green roof and a connecting walkway between Terminals 1 and 2 – these could all be a part of the future of Minneapolis-St. Paul International Airport (MSP).

The Customer Service Action Council (CSAC) conducted its biannual forum on Wednesday, April 29, and presented a variety of possible security and infrastructure changes that could impact the airport in the future. Guest speaker and service expert Petra Marquart was also on hand to discuss how these changes could impact customers' experiences at MSP.

Deputy Federal Security Director for the State of Minnesota Dave McMahon kicked off the forum by presenting a variety of ways the security check point process could change in the future, including using biometrics – retina scans or finger prints – to identify passengers. These changes could potentially expedite the security screening process and increase the safety of travelers.

Senior Airport Architect Alan Howell and Sustainability Manager Tiffany Finley discussed additional changes that could improve customer satisfaction as well as the building's sustainability. With developing technologies like roadways made out of solar panels, the airport could use existing spaces to generate renewable energy, helping offset operating costs. Alan and Tiffany also mentioned the possibility of installing additional green roof as well as a walkway that would connect Terminals 1 and 2.

To give all of these ideas a customer service perspective, guest speaker Petra Marquart facilitated discussions about how these changes would impact travelers and provided insights into how future customers will prefer to be treated.

"To maintain this airport, your customer service needs to be extraordinary," said Marquart. "Future customers will want you to anticipate their needs."

Marquart also said that in order to provide that level of service, employees need to be flexible, patient, friendly, and informative. She also commended MAC employees for being a part of "the best airport in the country."​