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What are the best ways to create a sense of familiarity and comfort for passengers at your airport?

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As an airport manager, you know how important it is to provide a positive and memorable experience for your passengers. You want them to feel welcome, relaxed, and satisfied with your services. But how can you create a sense of familiarity and comfort for them in a busy and complex environment? Here are some best practices that can help you achieve this goal.

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Thomas Gunther

Multicultural aviation professional

1 Use clear and consistent signage

One of the main sources of stress and confusion for passengers is navigating through the airport. You can reduce this by using clear and consistent signage that guides them to their destination. Make sure your signs are visible, readable, and accurate. Use simple and universal symbols, colors, and fonts. Avoid clutter and ambiguity. Align your signage with your airport's brand and identity.

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Thomas Gunther

Multicultural aviation professional
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Pay close attention to passenger demographics and ensure foreign languages are used when applicable. Too many languages can clutter/crowd signage, but utilizing key languages (e.g., top arriving passenger demographics) will help to contribute to making foreign passengers feel welcome and familiar.

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2 Offer personalized and friendly service

Another way to create a sense of familiarity and comfort for passengers is to offer personalized and friendly service. Train your staff to be courteous, attentive, and helpful. Encourage them to smile, greet, and thank the passengers. Use their names and preferences if possible. Provide them with relevant and timely information. Anticipate and address their needs and concerns. Make them feel valued and appreciated.

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3 Create a comfortable and inviting atmosphere

The physical environment of your airport can also affect the mood and perception of your passengers. You can create a comfortable and inviting atmosphere by paying attention to the design, lighting, temperature, and noise of your facilities. Use warm and natural colors, materials, and textures. Provide adequate and adjustable lighting. Maintain a comfortable and consistent temperature. Reduce and mask the noise level. Add some greenery and artwork to enhance the aesthetics.

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Thomas Gunther

Multicultural aviation professional
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Creating a unique travel experience will leave travellers with lasting memories which will entice them to visit the destination again or use the airport on a future visit. Charlotte has the white rocking chairs/atrium, Austin has live music bands, and Changi/Singapore has Jewel/butterfly gardens. Keep the basics standardized (signage, layout, etc) but envision cost-effective, unique amenities/experiences your airport can provide which will increase nonaeronautical revenue and create memorable travel memories which will result in return visitors.

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4 Provide diverse and convenient amenities

Passengers have different needs and preferences when it comes to their travel experience. You can cater to them by providing diverse and convenient amenities that enhance their comfort and satisfaction. For example, you can offer free Wi-Fi, charging stations, lounges, restrooms, showers, lockers, shops, restaurants, entertainment, and wellness options. Make sure your amenities are accessible, clean, and functional. Update and improve them regularly.

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5 Solicit and act on feedback

The best way to know how your passengers feel about your airport is to ask them. You can solicit and act on feedback by using various methods, such as surveys, comment cards, social media, and online reviews. Ask them about their expectations, satisfaction, and suggestions. Listen to their compliments and complaints. Analyze and respond to their feedback. Implement changes and improvements based on their feedback.

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6 Reward and recognize loyal customers

Finally, you can create a sense of familiarity and comfort for passengers by rewarding and recognizing your loyal customers. You can do this by creating a loyalty program that offers incentives and benefits for frequent flyers. For example, you can offer discounts, upgrades, priority services, and exclusive access. You can also send them personalized messages, offers, and invitations. Show them that you appreciate their loyalty and trust.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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A?cia ??

Senior Design Associate | Senior Design Manager with about 20+ years of Professional Practice in Architecture/ interior Architectural Design Development involvement In G.C.C / MENA/Angola and in Indian regions.
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In My experience, Any space planning should be, ^ Focused on its, “primary purpose” ^ Provide “clear accessibility” ^ Facilitate with “functional amenities” ^ Enhance with “clear communication” ^ Top up with “user friendly” methods of Utilisation.

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What are the best ways to create a sense of familiarity and comfort for passengers at your airport?

1

2

3

4

5

6

7

1 Use clear and consistent signage

2 Offer personalized and friendly service

3 Create a comfortable and inviting atmosphere

4 Provide diverse and convenient amenities

5 Solicit and act on feedback

6 Reward and recognize loyal customers

7 Here’s what else to consider

Airport Management

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What are the best ways to create a sense of familiarity and comfort for passengers at your airport?

1

2

3

4

5

6

7

1 Use clear and consistent signage

2 Offer personalized and friendly service

3 Create a comfortable and inviting atmosphere

4 Provide diverse and convenient amenities

5 Solicit and act on feedback

6 Reward and recognize loyal customers

7 Here’s what else to consider

Airport Management

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