passenger experience

How happy are passengers with airports right now?

Flown everywhere currently?

After being grounded via the pandemic, most parents are pretty darn excited to go to the airport to fly to just about anywhere.

But as soon as at the airport, the exhilaration seems to fade.

That’s what the J.D. Power 2022 North America Airport Satisfaction Study, launched on Wednesday, tells us.

According to the look at, pleasure is down 25 factors (on a 1,000-factor scale) this yr due to the fact tourists are dissatisfied with fewer flights, greater cancellations, crowded terminals, limited meals and beverage offerings within the terminals, and restricted locations to park.

“The combination of pent-up demand for air tour, the nationwide exertions shortage, and gradually rising prices on the entirety from jet gas to a bottle of water has created a situation in which airports are extraordinarily crowded and passengers are increasingly more frustrated—and it is probably to maintain via 2023,” said Michael Taylor, travel intelligence lead at J.D. Power.

“In some ways, that is a go back to ordinary as large crowds at airports have a tendency to make travelers more frazzled, however in instances wherein parking plenty are over capability, gates are standing room best and eating places and bars are not even open to provide some reprieve, it's miles clear that multiplied capability in airports can’t come quickly enough.”

Airport Rankings

That doesn’t suggest vacationers are greater pleased with some airports than others.

In the ‘mega’ category – Minneapolis-Saint Paul International Airport ranks highest in passenger pride, accompanied by using San Francisco International Airport. Both Detroit Metropolitan
Wayne County Airport and John F. Kennedy International Airport land in a 3rd-vicinity tie.

Among huge airports, Tampa International Airport ranks maximum, observed by John Wayne Airport,
Orange County and Dallas Love Field.

And within the medium airport category, Indianapolis International Airport ranks highest, with Pittsburgh
International Airport in second area and Jacksonville International Airport and Southwest
Florida International Airport in a third-region tie.

The 2022 North America Airport Satisfaction Study measures tourist pride by using searching at six factors. In order of significance) those elements are terminal centers; airport arrival/departure; bags claim; security check; test-in/baggage take a look at; and meals, beverage and retail.

Where does your favorite airport land in the rankings this yr?

How DFW is upping its customer service recreation

My maximum recent “At the Airport” column for USA TODAY explores the “Experience Hub” at Dallas-Fort Worth International Airport. Take a look and allow us to recognise in case you suppose this model can make a difference in passenger happiness at different airports.

Like maximum airports, Dallas-Forth International has an operations center to display everything taking place out on the airfield.

But for the beyond two few years DFW has been beefing up another form of behind-the-scenes center.

This one is known as the Experience Hub and its function is to maintain watch over the whole lot happening within the terminals, to reply as unexpectedly as viable to any type of passenger trouble and to clear up troubles earlier than they manifest.

Every airport will inform you it has human beings and departments to do all that. However, DFW officers trust their client revel in hub is a unique and greater powerful way to serve its greater than sixty nine million passengers in part as it has centralized many functions that had been previously spread out across departments and places.

“Everybody here has responsibility driven by using making the consumer experience the high-quality it could be,” stated Julio Badin, DFW’s Vice President of Customer Service throughout a recent tour of the windowless, 7,000-square foot room in Terminal D that houses representatives from just about each purchaser-dealing with business enterprise or branch on the airport and dozens of video display units streaming information and live terminal feeds.

“This group is focused on all the things that touch the consumer from the revel in angle,” said Badin, stating body of workers checking on the whole thing from the weather and airline load elements to TSA traces, baggage room operations, custodial schedules, restroom renovation wishes and mentions of DFW on social media.

The hub, located at the non-secure facet of the airport, in Terminal D, is staffed 24-hours an afternoon and has a convention table in the middle and occasional-lit paintings stations (to keep away from monitor glare) for about 20 people around the perimeter.

Two officers from the Transportation Security Administration’s making plans department are chatting approximately what they see at the monitors at their paintings station. Their job: to observe projected passenger numbers from the airways, observe the wait times on the airport’s numerous security checkpoints and decide how and when to open additional lanes, pass team of workers round and ship in teams of bomb sniffing canine with their handlers to help velocity matters up.

“The making plans group is the heart behind how nicely the TSA checkpoints paintings,” said DFW’s Badin, who was pleased that TSA regularly occurring the airport’s invitation to discover this team right here.

Sitting nearby the TSA planners are patron care professionals who spend their days answering passenger questions, solving issues for tourists and tracking and responding to social media messages or mentions.

“People call trying to realize if their vehicle could be towed if their flight gets again late. They want to understand wherein they can get a mimosa at 8 a.m. And, of route, we get plenty of calls from folks who need assist locating lost objects,” said Clara Meyer, an Experience Hub Specialist whose shift starts 4:30 a.m.

“We once were given a call approximately a person flying in on a flight from India. He didn’t recognise that his tour agent had put him on a flight to Dallas alternatively of [Washington] Dulles and his daughter called us inquiring for assist,” stated Meyer, “We despatched a person to locate him to explain what befell and had them live with him until he were given onto a flight to Dulles. We additionally helped him at the manner home.”

The laptop displays at the work station next to Meyers are filled with live streams of messages tagged with #DFW on Twitter, Facebook, Instagram and different social media streams.

A hub workforce member responds in real time to pretty much anything that pops up on social media referring to DFW customer service. Sometimes it’s a “Welcome to DFW,” or “Sorry your flight is overdue,” message. But frequently the response is a tweet full of particular information a purchaser has requested, along with a list of airport eating places open earlier than five a.m. or a store that would sell a alternative for a left-in the back of hair straightener.

And due to the fact the social media tracking desk is in DFW’s Experience Hub, if there’s a tweet from, say, a frustrated mom who’s run out of diapers in the course of a flight delay, there’s someone at the following table who can call or text one of the airport client enjoy professionals (ACES) out in the terminals and feature them carry resources over.

Make a playlist and comply with it

Back in the hub, every day begins with the constructing of “playlists,” said DFW Experience Hub Manager Ricky Griffin, “We observe anticipated passenger hundreds, climate, and different factors so we can supply the ACEs an in depth list of tasks they should entire and take a look at off inside the terminals that day.”

To are expecting the day’s passenger flows and identify areas that might want more interest, Griffin’s crew seems at what TSA has deliberate for staffing and holds conference calls with American Airlines (which has a prime hub at DFW) and other departments at the airport to discover what they'll be awaiting that day.

“Then we draft an electronic mail that is going out to our team to let them know what’s happening,” stated Griffin. As the day progresses, everyone in the hub maintains monitoring and watching out for the entirety from such storms in the location to bags hiccups, unattended luggage, fire alarms, and whatever that could purpose a glitch within the terminals.

The time, power and sources DFW is putting into enhancing the consumer revel in for passengers seems to be paying off.

The airport has gained some important customer service awards and in the beyond year other airports keen to raise their degree of customer service, inclusive of Denver, Minneapolis-St. Paul and Seattle-Tacoma International and a few international airports have despatched groups out to look DFW’s Experience Hub in motion.

Touring the (still new) Air France enterprise front room at CDG

It turned into formally finished in July (2018), but Air France’s business class living room in Hall L of Terminal 2 E at Paris-Charles deGaulle Airport, nonetheless seems (and smells) ultra-modern.

Here are a few snaps from a current excursion of the 540-seat front room capping off a quick 4-day go to to London and Paris that covered a experience at the Eurostar as part of the #LondonParisNow marketing campaign.

The bar – referred to as “Le Balcon” –  become designed by means of Mathieu Lehanneur and is self-serve a good deal of the day, however from 6:30 p.m. to approximately 10 p.m. there’s a bartender on duty mixing up a menu of uniqueness-created cocktails.

Photo _

The well being area consist of restrooms with saunas, 20-minute complimentary Clarins spa services, a ‘detox’ bar with wholesome potions and a quiet relaxation place with day beds.


Detox bar at CDG Air France lounge . Photo _


Detox potions at Air France CDG front room. Photo

There’s also a unique play for children and a ‘Petit Salon’ region supplying greater privateness for unique visitors:

Air France living room at CDG – Kids location. Photo-

And then, of path, there’s food.  In addition to a self-serve buffet, there’s a “Gourmet Table” where a chef prepares a ‘dish of the day’:




Air France says that is what passengers can sit up for in different cities where the lounges are scheduled to be upgraded as nicely.

Snaps from British Airways’ lounges at JFK Airport

On my way to London through British Airways from Terminal 7 at New York’s John F. Kennedy International Airport on Friday, I turned into invited to tour the newly refurbished British Airways  First lounge, appearance in the different Concorde Room and spend time inside the Galleries lounge.

Here are some snaps from the day:


The new First living room is now 60 percent larger than the previous living room – and includes a pre-flight dining area (shared with the Galleries /enterprise lounge), a pleasing quiet work place and this adorable large bar region.

When I exceeded via it regarded to be each self-serve, with bartenders nearby.

Around the corner from the bar is a Wine Room with an enomatic dispenser serving 1-ounce tasting pours of a lot of particularly selected wine. Right now “Chardonnays of the World” are featured.

In addition to a pretty bountiful buffet within the eating location, there was this dim sum bar nearby.

And (my favorite, after the complimentary 15-minute facial offered in the Elemis spa) –  a roving Gin and Tonic cart that was travelling each the First and Galleries loung areas.

Have you visited those lounges? Let us know what you observed of the brand new and progressed (and nearly completed…) spaces.

Fresh artwork and track at SFO, STL and SEA airports

Increasingly, airports are outstanding places to peer cool artwork and concentrate to notable song.

Here are the modern day services from San Francisco International Airport, Seattle-Tacoma International Airport and St. Louis Lambert International Airport.

Murmur No. 23 2006 Richard Barnes (b. 1953)

Murmur No. 23, via Richard Barnes. Courtey SFO Museum

The SFO Museum at San Francisco International Airport is web hosting an exhibition of pix by way of Richard Barnes of starlings over Rome.

Barnes pix the starlings all through their iciness migration from northern Europe to the Rome geographical region. He waits until dusk, whilst the birds shape dense cloud-like formations known as murmurations, and in his “Murmur” collection Barnes has captured the starlings forming incredible aerial shapes.

Look for the Murmur exhibit pre-protection on the Departures Level in Terminal 3 of the San Francisco International Airport.


Murmur No. 21 , by Richard Barnes. Courtesy SFO Museum


Seattle-Tacoma International Airport has kicked off a new program, Celebrations at Sea-Tac, to honor vacations, traditions and cultures from the United Stations and global community.

The celebrations begin November with 1 for Dia de los Muertos, or the “Day of the Dead,” a Mexican vacation honoring and remembering loved ones.

Activities will encompass artwork installations, candy cranium face portray and arts and crafts for youngsters, food and beverage sampling and stay performances.

And at St. Louis Lambert International Airport, the Art & Culture Program is hosting an exhibition through St. Louis artist Jeremy Rabus.

Titled “Livery,” the exhibition consists of paintings inspired by the livery and additives of commercial airlines. Look for this show off close to the A Concourse front in Terminal 1.

Loran Naviagation by Jeremy Rabus; courtesy STL Airport