The measures outlined by airports should help rebuild passenger confidence in air travel and reassure them that their health and safety are prioritized.
FREMONT, CA: Traditionally, waiting times and long queues made check-in, boarding and baggage reclaim, the efficiency and friendliness of staff, security, and passport controls, some of an airport's vital areas in terms of passenger satisfaction. These points have been recorded in surveys for a long time, but many of these challenges became even more vital as the virus touched every country across the world. Challenging access to ground transportation and complex accessibility, matched with the clarity of way-finding and levels of cleanliness, have played a significant role in passenger perception. Several airports have started adapting to the latest COVID reality and deployed preventive measures. Here are some recommendations on the top actions to be pursued by airports around the globe.
Strengthen Health Measures
Providing a continuous feeling of safety and a healthy environment is an absolute must in the post-COVID-19 scenario. Due to a transformation in pain points and customers' recently developed expectations, the us
ual hygienic measures alone are not enough. It has been shown at some airports, and passengers appreciate being able to spend their downtime in an outdoor space after passing several security checks and health measures.
Deliver Long-Distance Visibility
Modern terminal layouts enable the traveler to be navigated seamlessly through the airport. Due to the building's design and structure, passengers are offered the possibility to see further distances allowing them to forecast what is coming next. Usually, customers' attention is raised by uncleanliness and influences their decisions. Security trays prove to be a delicate point. Cleanliness is not only limited to what the customers can see.
The Use of Digital Communication
Communication and processes should be contactless and seamlessly adaptable. While some airports use digital screens to handle security flows, other airports use advertising monitors in main passenger flows that can be switched quickly to emergency communication in crises. The increasing use of technology allows airport operators to submit precise data by deploying Internet of Things technology. Accurate communication on departure and arrival schedules, wait times, and the time required to get to a certain location should reach passengers, as software applications and website traffic reach high volumes.