Check In Process*
- The airline check-in process is positively viewed.
- 28% now report they regularly use a self service kiosk to obtain a boarding pass
- Ratings continue to improve over previous surveys regarding:
- Time to check-in
- Professionalism of staff
- Courtesy of screening staff
- However, the appearance of the check-in area is too cluttered and disorganized
Security Check Point - TSA*
- Traveler opinions of the TSA (Transportation Security Administration)
continue to fluctuate. A slippage in ratings of "staff appearance", "organization of area" and "professional
attitude" at the check point has been noted.
- Satisfaction is evident in opinions about:
- Thoroughness of scanning
- Courtesy of screeners
- Feeling safer than in the past
- Travelers continue to demand visible security airside on the Concourses. Currently there is almost none.
This has been a complaint since 9/11.
- 73% of travelers report making a purchase at a concession. Of this, 68% is for food and beverage, news at
25% and retail at 11%.
- Much of this is due to a reduction by airlines of in-flight service, discount carrier growth and increased free time.
- When purchases are made, 4% are before security, 79% after security and
17% both before and after security.
Parking On/Off Airport*
- Generally, cost and security are the two greatest complaints. Overall, parkers are more satisfied with off-airport facilities than those run by the airport.
* Surveys of 16,000 O & D Travelers - 2002-2003
Operating In The New Normal - An Update
The industry is settling down, accepting new ways of doing business
and trying to meet traveler demands. New rules are being written almost
While travel is still well below pre 9/11 levels it has regained
some vitality. However, the "new" post 9/11 traveler is much different.
The business traveler is traveling with fewer people and electing to
compromise schedule flexibility for lower fares. They are seeking
"discount" carriers . . . Jet Blue, Southwest, ATA and Song. These
will become the travel norm in the near future. In fact, Jet Blue
was just named the best U.S. Low Fare Airline by Conde Nast Traveler.
addition, airport operators and businesses have witnessed dramatic
changes in flight-day travel patterns and in-terminal activity among
passengers who have returned to airports. More
extensive security procedures have resulted in restricted concourse
access for greeters and well-wishers, earlier passenger check-ins,
longer waits and greater dwell times, and have brought wide-scale
reports of decreased customer service and declining passenger satisfaction.
Airlines have restricted service, reduced routes and are dealing
with their own financial stability, several recently filed for Chapter
11 in the U.S. and more are expected to follow. As such, many of
the customer service needs the airlines once met have been shifted
to the airport adding greater stress. Discount carriers are beginning to
The 200,000 individual airport user interviews conducted annually
by Airport Interviewing & Research, Inc. clearly indicates that
the expectations and requirements of airport passengers and other
patrons are dynamic and will continue to change. They are, without
doubt dramatically different from those post 9/11. Customer service
has been redefined.
To continue to be successful, airports must adopt and maintain
a flexible relevant approach; they must integrate customer service
marketing concepts into their decision-making, security, and planning
process. The process of anticipating, stimulating, developing, managing
and satisfying the needs and wants of the broad base of users/customers
and the creation of satisfied passengers/customers will generate
new revenue and lead to achievement of the airports development
and customer service goals.
WE WILL CONTINUE TO MONITOR THESE AIRPORT ISSUES
AND OTHER AREAS OF CUSTOMER SATISFACTION