Over the 21st century, air travel has been in high demand. Therefore, with the high circulation of people, airports have to apply numerous security measures. These precautions may, however, trigger stress among travelers. In addition, the nature of the industry has individual passengers or families spending some time at the airport waiting to board. The perception of an airport may, therefore, be gauged by the experience of both service and waiting time. The air travel industry, through its airport operators, constantly makes amendments to enhance this experience based on travelers’ preferences.
Noise reduction is one of airports’ most effective methods to improve passengers’ experience. Although travelers occasionally find themselves in overcrowded areas, reducing noise at the airport gives them a calm setting. For instance, before the Covid-19 pandemic, San Francisco International Airport deployed a “quiet airport” program, which saw the elimination of TVs around the terminal seating areas. Also, initially, it was common for airport operators to air announcements across terminals. However, in an attempt to create a calm environment with minimal noise, most airports broadcast only the strictly necessary information like flight disruptions or emergencies. Other types of announcements, like boarding, are often displayed on large screens with silently flashing messages around the boarding gates. Such actions allow travelers to enjoy a calm and peaceful environment.
In addition to noise reduction, airport operators have improved most airports with a biophilic design. According to Schuckert et al. (2017), the aesthetic aspect of an airport environment is part of a good airport experience. People are often calm when they experience nature by taking walks around the garden or taking care of some plants in the house. Similarly, the same effect can be achieved by experiencing a biophilic nature at the airport. For instance, New York City, La Guardia Terminal B has parklike areas with an aesthetic water feature (La Guardia gateway partners, 2022). Similarly, other airports like Tampa International, have outdoor terraces and natural designs. Although some outdoor designs like plants, require high maintenance, most architects are creative enough to design alternative models which embrace nature. Due to the human connection to the natural environment, the biophilic design enhances a calm environment, thus promoting travelers’ psychological well-being.
Most airport designs also create a more calming environment by acknowledging the diversity of their travelers and meeting their needs. The humanizing nature of some airports, like the newly redeveloped San Francisco’s Harvey Milk Terminal 1, allows travelers to have a ‘recompose’ area (San Francisco International Airport). The section is equipped with benches to help people put their shoes back after security checks and points to refill their water bottles. Airports also highly recognize the diversity of their travelers’ age. Therefore, some have children’s play areas with padded floors to allow the children to play safely and avoid commotion. In addition, other airports have an airplane simulation room for people with flying anxieties, especially people living with an autism spectrum disorder. According to The Lane Report (2019), Louisville Muhammad Ali International Airport further cares for such people by availing certified therapy animals and their handlers to ease their stress and calm their anxiety. Most airport restrooms are also inclusive for all genders, with some providing extra features, like changing tables for people with special needs. Such features within an airport enhance equity and inclusion, thus reducing the anxiety of accessing certain amenities.
In addition to providing these amenities, airports enhance the travelers’ experience by promoting ambiance through cleanliness. According to most research, people choose to visit a place regularly, especially the restroom, based on their sanitary experience. With the high flow of people at an airport, enhancing the cleanliness of the restrooms may be a tedious task. However, the dedication to constantly cleaning them creates a good impression on the travelers. Such a factor increases their satisfaction and comfort within the airport. The cleanliness of an airport is also experienced beyond the restroom. Therefore, airport operators ensure that the lounges, terminals, and other open spaces are clean as well. Some airports like La Guardia further promote hygiene within the boarding and terminal areas by providing a pet relief area (La Guardia gateway partners, 2022). Keeping the premises in order creates positivity and thus contributes to a calm environment.
Another key action taken by airport operators to enhance their travelers’ airport experience is good customer service. As a consumer hub, airport operators have the responsibility to keep their customers well satisfied. Customer service satisfaction is constantly promoted through various actions. keeping travelers informed. Therefore, to enhance customer satisfaction, all the staff have to be knowledgeable and able to direct the traveler to the right person for further assistance. Also, besides the employees being able to attend to passengers’ questions, they have to be courteous. Treating people with respect eliminates stress and thus promotes positivity. On the contrary, failure to satisfy travelers triggers stress and anger.
Lastly, airports promote a good airport experience by minimizing congestion within the security checks, terminals, and other waiting areas. With most airports experiencing a high flow of people, congestion can be a huge challenge. Despite arriving early, a passenger might find themselves in a stressful situation of missing their flight due to the congestion. Most people at an airport are not conversant with the directions around the buildings. Therefore, most airports put up clear, large, visible signage to help people find their way around. Such a step helps to minimize congestion by improving the flow of people around different areas. Despite having signs and directions, airport operators also help the passengers to find their way around.
In summation, airports can sometimes be stressful and inconvenient for a traveler. However, by taking certain actions, the airport operators can eliminate the stress and create a calm environment. Some of the most popular steps taken to achieve this include applying the quiet airport movement. Also, the biophilic and humanizing design of an airport contributes to a calm environment. Other stress-reducing factors at an airport include enhancing cleanliness, good customer service, and the ability to find the way around the buildings. Although some of these measures require a lot of resources, they promote a good airport experience and create loyal passengers, thus improving airport revenue.
References
La Guardia gateway partners. (2022). Terminal B. Web.
San Francisco International Airport. (nd). Harvey Milk Terminal 1 Redevelopment. Web.
The Lane Report. (2019). Airport’s furry ambassadors make travel a little less stressful. The Lane Report 34(9).
Wattanacharoensil, W., Schuckert, M., Graham, A., & Dean, A. (2017). An analysis of the airport experience from an air traveler’s perspective. Journal of Hospitality and Tourism Management, 32, 124-135.