Study says despite COVID challenges, pax show overall satisfaction with airport experience

A recent study of more than 6,000 travelers conducted by global airport lounge and travel experience company Airport Dimensions has found that more passengers were satisfied with their experience at the airport, in spite of the challenges presented by the COVID pandemic. In its ‘Tomorrow’s Traveler, Tomorrow’s Airport Experience’ research, Airport Dimensions surveyed travelers about their current journey through the airport and asked what changes they would like to introduce in order to improve their experience. The study revealed that 62 percent of travelers considered the airport an important and enjoyable part of their journey, up 2 percent from figures recorded in 2019. The number of dissatisfied airport travelers also fell from 14 percent to 12 percent in the same period, suggesting that while there is less travel, people making journeys are having a better overall experience despite the challenges of COVID-19. However, the research also highlighted a major gulf in satisfaction levels between different regions and age brackets. For example, 86 percent of travelers from Singapore were satisfied with their overall airport experience compared to just 48 percent of Spanish travelers. More work was also needed to meet the needs of older passengers, with millennial and Gen Z passengers almost twice as likely to enjoy the airport experience compared to those aged 76 and over. Of the elements that would help enhance their journey through the airport, more comfortable seating areas was the most popular choice among all respondents (80 percent), followed by the option to have a queue-free airport journey from arrival to departure (78 percent) and more public transportation options (73 percent). While satisfaction levels for airport services were higher at landside (72 percent) and at gate (73 percent), there was room to improve the passenger experience during the middle of the airport journey – with satisfaction levels lower at departures (64 percent) and around facilities (52 percent). Respondents were also generally dissatisfied with value for money in retail and dining establishments (24 percent), Wi-Fi speed and reliability (14 percent) and entertainment options (14 percent). Airports were advised to address these issues in order to maximise revenue opportunities and offer more incentives for passengers to spend. Singapore has opened new Vaccinated Travel Lanes with about a dozen countries to reopen its connections to the world. Show is Changi Airport in Singapore. (PHOTO: Shutterstock) Stephen Hay, Global Strategy Director at Airport Dimensions, said “For five years now, Airport Dimensions has been researching and tracking how travelers feel about the airport experience and looking closely at their behaviours, needs and aspirations. With the green shoots of recovery beginning to show following the pandemic, we’re very keen to understand how this has influenced those needs and behaviours and, in turn, how these will shape the airport of tomorrow. We hope this research will offer a glimpse into the future trends that will create new revenue opportunities for airports and fresh experiences that will leave travelers happy, satisfied and looking forward to their journey.” For Editorial Inquiries Contact: Editor Matt Driskill at [email protected] For Advertising Inquiries Contact: Head of Sales Kay Rolland at [email protected]