Sabiha Gökçen Airport launches hospitality training program

Sabiha Gökçen International Airport (ISG) has launched the ‘Sen Varsan ISG’ Turkish Hospitality Training Program to enhance service quality and the passenger experience. The initiative aims to train approximately 2,000 employees across various airport touchpoints, including security, baggage services, food and beverage, passport control, and duty-free areas.

Inspired by the ‘Host Culture’ approach used by Malaysia Airports Holdings Berhad (MAHB), the program has been localized to suit the specific passenger profile of Sabiha Gökçen. The training utilizes field-based models, including case studies, simulations, and role-playing, to improve staff competencies in communication, empathy, crisis management, and solution-oriented approaches.

To support passengers with invisible disabilities, the airport has also introduced the pink ‘Sevgi Rozeti’ (Love Badge) system. This program is designed to maintain high service standards as the airport manages significant passenger traffic, which contributes to a broader trend of a 6.2% increase in passenger numbers across Turkish airports in 2025.