Introduction
The operations of an airport encompass numerous activities and measures to ensure effective use of time to serve customers and maintain the overall standards of the federal government. Following the terror attacks on September 11, 2001 prompted the improvement of security standards in the airports to prevent individuals from causing harm to the innocent masses travelling from different destinations. The aviation travel experience has become a stressful place that could result in panic and rise of negative emotions that will only worsen the situation for the passenger and the other people around. As a result, airport operators have developed measures that are intended to alleviate stress and trigger calming emotions for people at the airport. The following report provides examples of practices that airport operators have incorporated as well as issues that may arise with the implementation of such practices.
Measures of Alleviating Stress
One of the major practices that the airport operators have incorporated is ensuring that the interior design of the airport serves the needs of the consumers. It is evident that the air travel is a service that serves individuals of a diverse preference. However, the operators have found multiple ways of improving the experience of passengers before they can take their flights. For instance, Heathrow and London City Airports have identified that majority of their passengers are business travelers. As a result, the operators have included business workboxes where individuals can continue with their work as they wait for their flights. Others like the Chicago O’Hare International Airport offers its passengers with a dedicated Yoga Room where individuals can relax with video tutorials and still have easy access to flight information on the display screen (Ismail & Berhad, 2015). Turkish Airlines identifies that time spent waiting for a flight if longer than six hours can be very stressful. Therefore, it offers its passengers a complementary tour of Istanbul to create a memorable experience of travel.
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Technology has also been an integral factor in the measures airport operators have used to alleviate stress and trigger positive emotions in the passengers. The use of technology has become a critical part of daily living where individuals have multiple personal electronic devices. According to major airlines in the US, these devices can effectively alleviate stress particularly during long wait hours (Ismail & Berhad, 2015). As a result, the United Airlines followed in the footsteps of Delta Airlines by installing 500 charging stations at gates across a variety of airports. The latter has done the same in its top 20 busiest airports that it serves. In this practice, the passengers can charge their phones as they wait for their flights alleviating fears that the battery might die mid-journey ( How airports and airlines are innovating , 2014). While passengers enjoy the pleasures of the thinkpods along with the city tours, it is essential that they keep an eye on flight and gate updates. This practice has resulted in the airport operators incorporating technology to ensure proactive communication to help passengers relax. It is evident that more customers carry with them with at least one personal electronic device hence communication is quicker. Leeds Bradford International Airport introduced a twitter based approach that sends passengers information that is relevant to their flights.
Environmental efficiency is another major consideration of achieving calming experiences in the airport for passengers. It is evident that innovation is an effective measure of ensuring that the airport experience is significantly improved for all travelers. However, during this innovation process, airport operators should not neglect the important aspect of environmental concerns raised by the members of the community (Askew & Day, 2014). The vast sizes of various airports in the world have led to high consumption levels of energy leading to large carbon footprint (Hooper, 2012). Therefore, as the operators continue to embrace innovation of this area environmental efficiency has been a common consideration. The light sources are depicted to be an important measure of ensuring reduced energy consumption as depicted by Manchester Airport that replaced halogen downlights with LED lighting. The measure has become a common place that is also beneficial to the operators as it reduces the cost incurred in development of the terminals (Fodness, & Murray, 2007). The San Francisco International Airport also takes into consideration the importance of low energy consumption as depicted in its construction of terminal 2. The displacement ventilation system is used to circulate more fresh air into the concourse and uses less energy.
Issues that might Arise
Many may believe that the dynamics of how passengers get through airports have been largely influenced by the events of 9/11. While this is true, it is evident that the members of the industry are responsible for the reinventions taking place in the community. Over the past few decades, particularly since the birth of the low-cost airline, the air travel experiences have been in a constant transformation (Fodness, & Murray, 2007). In this regard, one of the major issues is that the bar is never clearly set. In the process of achieving a calming and tranquil environment, airport operators will continue to make improvements to terminals, gates, and lounges to achieve the most appropriate measures that will improve the experience for the passengers. It is evident that airport operators around the world are making changes to achieve a positive experience and stress free environment for travelers (Rossi, 2016). However, the many of those in the North American region continue to languish behind in the efforts to improve travel experience. The airlines in this region are more concerned in travel fares that the experience of that the service sold will achieve.
There has been significant concern that the practice of improving the airport experience may have detrimental effects on the provision of care to the passengers. In the practice of installing Passenger with Restricted Mobility (PRMs) in airports, it is evident that the airport operators have significant concern about how individuals who are disabled experience the stressful nature of the location (Angrave, 2017). The term PRMs in itself is a clear indicator of the poor or lack of empathy shown by the airport operators. It is evident that a name in itself is a major factor in the branding of an organization. Various airport lounges have actively developed their lounges such that they can lead to association with the city of choice. The critical issue of the practice is not only in the acronym but also in the inclusion of individuals. The term may be changed from PRM to PDN or PID in reference to People with Different Needs or People who Interact Differently respectively (Angrave, 2017).
References
Angrave, J. (2017) Does the PRM label restrict thinking? International Airport Review, Retrieved from https://www.internationalairportreview.com/article/33154/prm-label-restrict-thinking/
Askew, P. & Day, T. D. (2014) The Airport Of The Future Will Relax You, Instead Of Stressing You Nearly To Death . Fast Company, Retrieved from https://www.fastcompany.com/3030835/the-airport-of-the-future-will-relax-you-instead-of-stressing-you-nearly-to-death
Fodness, D., & Murray, B. (2007). Passengers' expectations of airport service quality. Journal of Services Marketing, 21 (7), 492-506.
Hooper, B. (2012) The Airport Of The Future Is About More Than Takeoff And Landing . Fast Co. Design, Retrieved from https://www.fastcodesign.com/1680367/the-airport-of-the-future-is-about-more-than-takeoff-and-landing
How airports and airlines are innovating to help passengers relax and stay productive in the terminal (2014) Future Travel Experience, Retrieved from http://www.futuretravelexperience.com/2014/04/airports-airlines-innovating-help-passengers-relax-stay-productive-terminal/
Ismail, S. Z. S., & Berhad, M. A. H. (2015) Beyond Mediocre Satisfaction: The Concept Of Delights In Managing Future Passengers Expectation In Airports Services . Airport Council International (ACI) Asia Pacific.
Rossi, B. (2016) How digital technology is transforming the airport experience . Information Age, Retrieved from http://www.information-age.com/how-digital-technology-transforming-airport-experience-123461528/
