Airports in Action: Traveler Behaviors

Why do passengers love going to some airports and dread going to others?

What's more important in a terminal: electrical outlets or comfortable seats?

Understanding what pleases the flying public and where their priorities lie are the first steps in creating an outstanding airport experience. Armed with this knowledge, airport managers and administrators can shape the entire customer experience to be as easy, pleasant, and rewarding as possible: from getting to the airport, to checking in, going through security, shopping and eating in the terminal, and getting to the gate.

As the busy summer travel season sets in, let's take a look at what the data tells us about travelers' behaviors and preferences when it comes to airports:

Once they arrive at the gate area, travelers are most likely to use the internet, enjoy a drink or snack, and catch up on work.  

Is your airport missing something essential at a terminal like somewhere to eat or grab a coffee?  If so, you may be missing out on valuable revenue opportunities.

We asked travelers what they would change in the gate area, and the answer might surprise you!

25% of travelers would like gate areas to offer more charging outlets.

How can you measure travelers' attitudes and issues in a cost effective and timely manner?  Passenger View can help. 

Passenger View is an innovative information solution that uses passenger smartphones to collect feedback for management decisions or service recovery. It works with an airport’s Wi-Fi system to deliver short, in-the-moment surveys to passengers who log on to airport Wi-Fi.

Email Jonathan Sutter to learn more about the J.D. Power North American Airport Satisfaction Study, Passenger View, or our suite of airport solutions.