Millions of passengers move through airports annually. With each journey comes a huge range of emotions, stress levels, and vastly different experiences. Every passenger #journey is unique, and a modern #airport should cater to everyone’s needs. No one appreciates this more than Sammy Patel, Vice President of Commercial at Vantage Group, who has worked in travel and aviation for more than two decades. “Much of what I’ve witnessed firsthand working in operations was seeing the mixed emotions of passengers who are all flying for different reasons, whether it be stress, anxiety, ?or excitement, ” Sammy shared. “We have a part in facilitating a smooth, trouble-free passage for our passengers with their differing needs." Sammy is now responsible for Vantage's commercial operations and strategy across the global network, overseeing all non-aeronautical revenue, including food & beverage, retail, car parking, land development, and more. Having worn many different hats in the #aviation industry—from commencing training as a pilot to moving into operations and commercial roles—Sammy has a unique understanding of the variety of passenger experiences and how an airport can play a major role in shaping them, for better or for worse. “The work my team and I do today is all about creating memorable experiences. There are several layers to that: understanding anxiety, gauging stress levels, and addressing their needs and wants.” In Sammy’s view, Vantage’s unique philosophy of creating memorable experiences comes from three distinct pillars: ?? Sense of Place: When a passenger arrives at a Vantage location, Sammy explains, they should know immediately what destination they’re in based on the design, selection of art and concessions, scents and sounds, and other elements throughout the transportation hub. The best commercial programs champion #local flavors and experiences, like the Bob Marley One Love restaurant in Montego Bay or the Made for KC BBQ Experience at Kansas City International Airport (Kansas City Aviation Department) ?????? Knowing Your Passenger: We spend a lot of time getting to know who is coming through our facilities and their unique needs. Vantage works with airlines, rail, and commercial partners to gather and leverage data, which helps inform decisions unique to each location. This ensures personalized experiences for all travelers depending on their needs, be it dine-in or convenience ordering through digital kiosks. ?? Fun, Theater, and Excitement: Even the most frequent traveler can get anxious travelling through an airport, so Vantage invests in fun, theater, and excitement to reduce anxiety levels and create an environment of familiarity. #LaGuardia Terminal B’s interactive kids’ play area and dynamic fountain featuring multimedia water shows are prime examples of this approach. From restaurants and retail to artwork and experiences, offering passengers a range of choice is always top-of-mind at Vantage terminals.
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Business Intelligence & Data Analytics Specialist | MSc Candidate in Aviation Management | Driving Non-Aeronautical Revenue & Financial Modeling Strategy | Data-Driven Decision Making | Aviation Enthusiast Avgeek ??
Recent AeroCloud research reveals a seamless airport experience encourages 82% of passengers to spend more. Yet, 52% miss out on shopping or dining due to long wait times. This underscores the need for airports to enhance passenger experiences to tap into potential revenue growth. Prioritizing faster check-in and security, offering tech-enabled services, and ensuring inclusive environments are key. As airport focus on improving operations, the sector stands to gain significantly from increased passenger satisfaction and spending. #PassengerExperience #AirportInnovation #TravelTech #CustomerSatisfaction #AirportRevenue #SeamlessTravel #AeroCloud #BusinessTravel #FamilyFriendlyAirports #AirportManagement DFNI
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International Aviation Adviser | Transforming Airlines, Airports & Ground Handling with Meaningful Tech | Advocacy for Aviation
Gaby's Airport Chronicles #4 ?? An airport is only as good as its network. My experience in the airport commercial management taught me that the airports depend on having the right balance between the number of people who want to travel (passenger demand) and the number of airplane seats available (supply). This balance is shaped by several big factors: 1.????Rules and regulations: Governments set policies that control things like airport slots, noise limits, and security. These rules impact how airlines and airports can operate. 2.????Airline strategies: Airlines make choices about where they fly, what planes they use, how much they charge, and what kinds of services they offer. These decisions directly affect the supply of seats. 3.????Airport strategies: Airports try to attract airlines by investing in facilities, offering deals, and making themselves appealing to passengers. Where an airport is located and what it offers plays a big role in airline planning. 4.????Technology: Advances in planes, booking systems, air traffic control, and other areas can open new possibilities for airlines and airports. This can change the supply-demand balance. So, to invest in thorough market research and data analysis to understand passenger trends, airline strategies, and economics dynamics is crucial. This helps you anticipate shifts and adapt. ?Athens International Airport (ATH) is a textbook example of how an airport can pivot to changing market conditions. In the early 2000s, ATH was riding high, but the global financial crisis and Greece's economic woes sent passenger numbers plummeting. Faced with a new reality, ATH had to rethink its approach. First, ATH identified a key opportunity: positioning Athens as the ideal starting point for island-hopping adventures. They collaborated with tourism partners to create compelling marketing campaigns (Speak Aθenian. Be an Aθenian my favourite) highlighting this unique selling point. Next, ATH recognized the untapped potential of budget-conscious travelers. They courted low-cost carriers aggressively, offering incentives and support to establish new routes. By 2019, these efforts had paid off, with low-cost airlines driving a third of ATH's passenger traffic, up from a mere tenth a decade prior. Finally, ATH diversified its revenue streams beyond just flights. They expanded shopping and dining options, got creative with parking products, and leveraged their real estate for new commercial opportunities. So, what kind of airport do you want to be? The nicest? The most efficient? The most modern? The innovative one? The cheapest? The biggest? The best place to buy? The most profitable? Or just serving the community? Whatever kind of airport you want to be, it's not about following trends, it's about setting them! #AirportGoals #AirportExperience
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Team Lead - Content Marketing at Way.com l Content Writer I Journalist l Creative Writer l Reporter I Editor I
Do you know what's the difference between flying in business class and first class? #businessclass #firstclass #airtravel #airline #airlineindustry #airlines #airlinesandairplanes #unitedairlines #alaskaairlines #deltaairlines #americanairlines
Business Class vs First Class: Which One Will You Fly In?
https://www.way.com/blog
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Today, Sonic D Limo’s airport arrival service at Newark Airport is one of the world’s most hassle-free experiences. ?? Here’s Sonic D Limo’s story: Quick backstory: Sonic D Limo grew up in the bustling city of New York. Navigating the complexities of airport transport was a challenge. Did you know? The average traveler spends over 30 minutes just getting their luggage. The odds: To say Sonic D Limo was setup for success from the beginning would be an overstatement. The odds of success for new transport services are slim. And only 20% make it to the top. The goal: But Sonic D Limo had its sights set on redefining airport arrivals. And for years, they were relentless about improving customer care, efficiency, and luxury. The obstacle: Unfortunately, success turned out to be a lot harder than they originally imagined. Airport regulations Customer expectations Operational challenges And by 2015, they almost chose to give up. The breakthrough: Until one day, they revamped their service model. As the story goes, they introduced personalized meet-and-greet services and efficient baggage handling. And the rest is history. The achievement: Between 2015 and 2023, Sonic D Limo went on to: Enhance customer satisfaction Reduce wait times Increase reliability Maybe most importantly, they made travel stress-free. The lesson: I love Sonic D Limo’s story because it represents the power of relentless improvement. It reminds us of the power of customer care, efficiency, and luxury, compounded over time. Because when we focus on the right things, where we’re headed is certain. We just need the future to catch up. Book a reservation at SonicDLimo.com #TravelSmart #LuxuryTransport #AirportService #SonicDLimo #LuxuryTransportation #VIPTravel #ProfessionalChauffeurs #TravelInStyle #LimousineService #SpecialOccasions #CorporateEvents #AirportTransfers #SonicExperience
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CEO & Managing Partner at Engine Service Design | We Design Experiences Your Customers Will Love
In the bustling world of modern air travel, efficiency often takes centre stage. Airports and airlines prioritise streamlined processes, reduced wait times, and optimise resources to ensure everything runs as smoothly as possible. However, this approach doesn't take into account to diverse needs of its passengers. Designing a passenger experience that accommodates every passenger matters. The team at Engine have reimagined the airport passenger experience and how it can transform from a necessary hurdle into an extension of the travel journey - read the link below. #PassengerExperience #CustomerExperience #AirportProcess
Beyond efficiency: Why accommodating every passenger matters
engineservicedesign.com
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Although air travel is once again booming, the airport retail experience is in need of a redesign. With only 43% of passengers satisfied with what's on offer, retailers now have an opportunity to transform the airport experience. Here's Stephen Haggarty's thoughts on how to create a more positive and fruitful experience while reaping the rewards of happier, calmer passengers. #customerexperience #retail https://lnkd.in/dcRysuXG
Come buy with me: how retailers can help transform the airport experience | Yonder
https://yonderconsulting.com
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President @ Sonic D Limousine | Strategic Planning CEO @ Luxe Drive Digital Marketing CEO @ Best-Call-Center.com
Today, Sonic D Limo’s airport arrival service at Newark Airport is one of the world’s most hassle-free experiences. ?? Here’s Sonic D Limo’s story: Quick backstory: Sonic D Limo grew up in the bustling city of New York. Navigating the complexities of airport transport was a challenge. Did you know? The average traveler spends over 30 minutes just getting their luggage. The odds: To say Sonic D Limo was setup for success from the beginning would be an overstatement. The odds of success for new transport services are slim. And only 20% make it to the top. The goal: But Sonic D Limo had its sights set on redefining airport arrivals. And for years, they were relentless about improving customer care, efficiency, and luxury. The obstacle: Unfortunately, success turned out to be a lot harder than they originally imagined. Airport regulations Customer expectations Operational challenges And by 2015, they almost chose to give up. The breakthrough: Until one day, they revamped their service model. As the story goes, they introduced personalized meet-and-greet services and efficient baggage handling. And the rest is history. The achievement: Between 2015 and 2023, Sonic D Limo went on to: Enhance customer satisfaction Reduce wait times Increase reliability Maybe most importantly, they made travel stress-free. The lesson: I love Sonic D Limo’s story because it represents the power of relentless improvement. It reminds us of the power of customer care, efficiency, and luxury, compounded over time. Because when we focus on the right things, where we’re headed is certain. We just need the future to catch up. Book a reservation at SonicDLimo.com #TravelSmart #LuxuryTransport #AirportService #SonicDLimo #LuxuryTransportation #VIPTravel #ProfessionalChauffeurs #TravelInStyle #LimousineService #SpecialOccasions #CorporateEvents #AirportTransfers #SonicExperience
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ICYMI: Catch up on the important takeaways from the J.D. Power 2024 North America Airport Satisfaction Study!
Huge crowds and high prices haven’t kept travelers at home. And many North American air travelers are still enjoying their time at airports, according to the overall satisfaction scores in the 2024 North America Airport Satisfaction Study from J.D. Power. Minneapolis-Saint Paul International Airport was ranked the most satisfying airport in the study’s “mega-airport” category, which looks at facilities serving 33 million or more passengers per year. It’s followed by Detroit Metropolitan Wayne County Airport and Phoenix Sky Harbor International Airport. MSP has consistently been a top performer in the category, Michael Taylor, managing director of travel, hospitality and retail at J.D. Power, told CNN Travel. Minneapolis-Saint Paul is currently working on a $242 million Airport Modernization Program making over its Terminal 1 concourses. The study evaluates three airport categories — mega-airports, large airports and medium-sized airports — based on 26,290 traveler surveys collected from August 2023 through July 2024. It looks at seven core dimensions (listed in order of importance): ease of travel through the airport; level of trust with the airport; terminal facilities; airport staff; departure experience (trip to airport, grounds, parking, signage, baggage dropoff, etc.); food, beverage and retail; and arrival experience (exiting the airport, baggage claim, transportation location, signage, etc.). The top 5 scorers in the mega-airport category for 2024, on a 1,000-point scale, were: Minneapolis-Saint Paul International Airport (MSP) - 671 Detroit Metropolitan Wayne County Airport (DTW) - 643 Phoenix Sky Harbor International Airport (PHX) - 633 John F. Kennedy International Airport (JFK) - 628 Dallas/Fort Worth International Airport (DFW) – 623 And the bottom 5 scorers (in descending order) in the mega-airport category for 2024, on a 1,000-point scale: Seattle-Tacoma International Airport (SEA) - 575 Hartsfield-Jackson Atlanta International Airport (ATL) - 574 O’Hare International Airport, Chicago (ORD) - 569 Toronto Pearson International Airport?(YYZ) - 559 Newark Liberty International Airport (EWR) - 552 Do you agree with the rankings? Let us know in the comments, and read more about the rankings here: https://cnn.it/4gBkVFh
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?? ?? ?? ?? ? The?International Air Transport Association (IATA)?anticipates a total of 4 billion travellers in 2024, surpassing pre-COVID-19 levels (equivalent to 103% of the 2019 aggregate). Amidst this backdrop of billions of airport passengers, travel brands vie for attention and their fates hinge on their digital presence and public image. In this article, we take a closer look at travel leaders like SSP Group plc, MAG (Airports Group), and No1 Lounges Ltd who are embracing such innovative strategies to enhance the passenger journey.
How Airport Lounges and Travel Brands are Prioritising Reputation Performance and CX - Reputation
https://reputation.com
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??????????????????'?? ?????????????????? ?????????????? ??????????????: ?????????????????? ?????? ??????????-?????????? ???????????????????? Lufthansa has announced a delay in the opening of its new first-class check-in area at Frankfurt Airport, now scheduled for summer 2025. The delay is attributed to the complexity of technical renovations, but the airline assures travelers that the upgraded space will be worth the wait. The new check-in area will offer a range of premium amenities, including service bars, repacking stations, and a private waiting area, designed to enhance the travel experience for first-class passengers and those with Senator status in Lufthansa Group's loyalty programs. This investment reflects Lufthansa's commitment to providing a superior level of service and comfort for its most discerning travelers. What are your thoughts on the airline's focus on enhancing the first-class experience and its potential impact on customer loyalty? #Lufthansa #FirstClass #LuxuryTravel #FrankfurtAirport #Travel #Germany #CustomerExperience #LoyaltyPrograms #TravelIndustry #WentWorld https://lnkd.in/e_SSjhZh
Lufthansa Delays New Frankfurt First Class Check-In Until 2025
https://wentworld.com
Chair and CEO, Vantage Group | Transforming the future of airports and transportation infrastructure
1 个月An insightful post. It’s great to see how Vantage is prioritizing and serving the diverse needs of passengers. Thanks to Sammy Patel and the team for their dedication to making every journey memorable.?