Passengers may be unhappy with the airlines but US airports are making an effort to upgrade and expand services. A few examples:
- Passengers can catch live music at airports in Austin and St. Louis.
- Charlotte has a tree-lined atrium and comfortable rocking chairs.
- The white oak rockers at Charlotte Douglas, intended to evoke a Southern front porch, have sparked a nationwide trend. Rockers now line waiting areas in nearly two dozen other airports.
- There’s a sleeping pod at some airports.
- Airports are increasingly installing play areas for children.
- Many airports have art displays and historical exhibits.
“At a time when record flight delays and long waits on the tarmac have become part of Americans’ flying experience, more and more airports are trying to convert themselves into huge comfort zones to soothe the nerves of harried passengers — and, at the same time, bolster their credibility with the flying public,†noted the AP
A recently released survey by J.D. Power and Associates showed a 14-point drop in customer satisfaction with airports between 2007 and 2008.
Overall, customer satisfaction with airports is lower than with three other travel industry components surveyed — hotels, rental cars and airlines.
Industry officials admit they have a ways to go before their efforts bring better public ratings.
Report by David Wilkening
