Restroom Cleanliness is Key to Passenger Experience

To your passengers, the cleanliness of your restrooms says a lot about the overall state of the airport. It’s often the first and last facility they visit before their departure. If you’d like to make a good impression on your passengers and encourage them to fly from your airport again, get on top of the restroom cleanliness and maintenance.

DIRTY RESTROOMS WORSEN EXPERIENCES

People can become easily stressed in an airport environment. Before they even begin to get in line for check-in or security, they often have to wait to use the bathroom. And frequently it’s dirty. 2018 study by Sofidel found that 86% of Americans said that a clogged toilet would negatively impact their perception of a business.

Steve Mayers, the Customer Experience Director at Hartsfield-Jackson Atlanta International (ATL), one of Avius’ clients, indicated that passengers always refer to the cleanliness of the restrooms when talking about the cleanliness of the entire airport. This not only impacts their perception of the airport but their overall experience too.

The world’s busiest airport recognized it had to get on top of the toilet cleanliness and restocking issues in order to improve passenger experiences. Since implementing Avius’ Voice of Customer solution in 2017, ATL has improved customer satisfaction levels by over 14.5 percent.

CLEAN RESTROOMS INCREASE PASSENGER SPEND

Restroom cleanliness not only impacts passenger satisfaction but also their spending in shops and restaurants. The more time customers spend in the bathroom, the less time they have to spend money in your food and beverage or retail locations. Clean restrooms also encourage dwell time, passengers are happy to get to the airport earlier. Allowing them to linger and increase their willingness to enter restaurants and shops. As a result, they are more likely to make purchases and increase revenue.

“Passenger experience improvements create a significant improvement to the bottom line. Finding out where improvements are needed can be challenging and time-intensive – this is where Avius provides the ideal solution.” Steve Mayers, Director of Customer Engagement at Hartsfield-Jackson Atlanta International Airport.

COLLECT AND LISTEN TO FEEDBACK

By collecting passenger feedback at key touch-points, airports can improve satisfaction levels and make informed decisions on the commercial and operational areas of the business. With Avius survey kiosks, airports like ATL have been able to pinpoint exactly what the issues are, resolve them instantly, and put processes in place to limit them happening in the future. Asking passengers to press smiley faces is simply not enough. You need to find out the reasons why. Therefore, make sure you’re asking the right questions and act on the feedback you receive.

IMPROVE OPERATIONAL EFFICIENCY WITH INSTANT ALERTS

Having alerts whenever a passenger leaves negative feedback allows the relevant team to respond to maintenance and cleanliness issues in real-time. This can significantly improve passenger satisfaction and experience. Avius software provides such alerts as well as a cleaner check-in feature; the cleaning staff are able to check-in at each facility and mark how many supplies they used. Managers can use this data to manage schedules and predict when each toilet needs attention, improving operational efficiency.

ABOUT BEN STORY

Ben Story is the CEO of Avius. Originally from the UK, he moved to Florida in 2015 to develop relationships with his American clients and further grow the business. He’s a keen sportsman and is running the Chicago marathon in October to raise money for Ronald McDonald House.

GSP Leads Efforts to Hire South Carolina Veterans

Independence Day is more than fireworks and cookouts.  It’s a special day we celebrate liberty and those who have helped secure the freedom we cherish today.

Honoring our veterans is a top priority for the airport industry.  That’s why ACI-NA partnered with Edge4Vets in 2014 with the shared goal of connecting America’s – and now Canada’s – veterans with airports across the country to place them in careers that utilize the valuable skills they learned while serving in the military.

Earlier this year, Greenville-Spartanburg International Airport (GSP) collaborated with Edge4Vets and the Upstate Warrior Solution to host a workshop for the region’s veterans.

“We are proud to bring Edge4Vets to South Carolina,” said Dave Edwards, GSP’s president and CEO. “This will be a good opportunity for Upstate employers to identify talent while mentoring veterans transitioning into the workforce or those looking for new opportunities.”

Several companies participated in the workshop, including American Airlines, Delta Air Lines, FedEx, United Airlines, the Transportation Security Administration, U.S. Customs and Border Protection, airport concessionaires and Clemson University.

“Many veterans have valuable skills that are beneficial to employers, but they sometimes have difficulty selling themselves,” said Tom Murphy, Edge4Vets’ founder. “People serving in the military learn to work as a team and they sometimes don’t think in terms of their individual accomplishments and skillsets. Some also become so accustomed to using the language and lingo used in the military that civilian employers might not understand what they are saying. These slight adjustments can make a difference in a veteran landing a job and getting on a desirable career path.”

Get Involved

Is your airport interested in becoming an Edge4Vets partner? Airports across North America are partnering with Edge4Vets and ACI-NA to help connect veterans to aviation careers. Current participants include GSP, LAX, HOU, MIA, JFK, CVG, and more.

Contact Tom Murphy to learn more about hosting a workshop in your community. Edge4Vets is offered by the Human Resiliency Institute at Fordham University. Learn more here.

LAX CEO: We Need to Bring the Passenger Facility Charge Back to its Original Buying Power

Last week, Los Angeles World Airports Chief Executive Officer Deborah Flint addressed the Washington Aero Club at a lunch event in Washington, D.C. In her speech, Flint described Los Angeles International Airport’s (LAX) current $14 billion investment project and how it will help to relieve congestion and improve the LAX travel experience for passengers.

She also discussed how airports across the country are using technology to improve efficiency and ease long lines.

Finally, she urged Congress to return the Passenger Facility Charge to its original buying power by updating it to be $8.50. She noted that it’s been two decades since the PFC was updated and that it’s well overdue that we modernize it to keep up with inflation.

Excerpts from her speech are below.  Her full remarks are available here.

Flint on the need to modernize the PFC:

A new level of investment in infrastructure is needed and for airports this can be real by bringing the Passenger Facility Charge to its original buying power.

“It is time. It has been two decades that the PFC has been unchanged even though there have been 26 models of the iPod, which was released the same year. It has been so long that the styles have even come back – parachute pants and tracksuits are back in again.

The ask is to increase the PFC from $4.50 to $8.50 and index it for inflation in the future. That will make a difference for airports of all sizes – large, medium, and small.”

Flint on LAX’s infrastructure projects:

We are making a $14 billion investment in an Automated People Mover train system, roadways, a Consolidated Rent-A-Car facility that will combine the 20 separate facilities that burden our neighborhoods and roadways, a connection to regional rail, and modernizing each terminal.

“And we are beginning the environmental review to improve the airfield, build a new concourse off of Terminal 1, and a new Terminal 9, which requires billions of additional dollars.”

Flint on airports improving efficiency through biometrics:

Back to my 16 year old and her airport expectations. For her, wifi and cellular are like air – as they have become for all of us. Her face is everything.

“I am talking about biometric aircraft boarding gates, self-baggage drop, TSA and CBP screening – all biometrically enabled at LAX today. While privacy and data security must have high bars, the efficiency of biometrics is astounding. We boarded an A380 using biometric facial boarding in 20 minutes.”

Flint on the future of the airport industry:

Airport by airport, working with our partners in airlines and throughout the industry, we need to be excited, energetic and chase the next evolution. We need to push for our airports to be more innovative, sustainable, to be stewards for local communities, to bring the joy and certainty back to air travel, and together get the funding to invest and let our industry shine. At Los Angeles World Airports our vision is Gold Standard Airports … Delivered.  The U.S. deserves that vision for each and every one of our airports.”

Infrastructure Week 2019: 20th Century Airports in a 21st Century World

Today marks the official start to Infrastructure Week 2019, the long-celebrated week each year when the infrastructure community comes together and engages in a broad conversation about the importance of modern infrastructure.  For us, every week is Infrastructure Week (we’re not the first ones to make that joke and we won’t be the last…), but we’re proud to join in and represent airports in such an important dialogue this week.

As part of our participation in Infrastructure Week, ACI-NA will continue to amplify our important message about the need to invest in America’s aging airports.  Beginning today, passengers in airports will have the opportunity to hear directly from ACI-NA on the benefits of an improved and modernized airport system.  Watch by clicking below.

We couldn’t think of a better way to get our message in front of those who stand to benefit the most from the improved passenger experience, increased airline competition and lower airfares, and enhanced safety and security that will come when we meet the nearly $130 billion in infrastructure needs of America’s airports over the next five years.

We are proud to count CNN Airport Network as a valued ACI-NA member and an active participant in our Beyond the Runway Coalition.  CNN Airport Network’s tremendous support for our industry is greatly appreciated as we ramp up our efforts to engage in a broad conversation about the importance of modern airports to local communities.

For the latest on Infrastructure Week, visit the Centerlines NOW blog or following along on social media using #InfrastructureWeek #BuildForTomorrow.

SLC – Designing for the Future

By Bill Wyatt, Executive Director, Salt Lake City International Airport

I’m often asked why, after a week of retiring from the Port of Portland (PDX), I decided to accept an offer to go back to work as the new executive director of the Salt Lake City International Airport (SLC).

The reason is simple: SLC is building what will be the first new hub airport in the country in the 21st century. We’re not talking a remodel or an expansion, but an entirely new airport. The new airport will secure SLC’s position as a global aviation hub that will serve and grow with the region for decades to come.

As with many airports, SLC is experiencing tremendous passenger growth and operating in facilities that are over-utilized and well past their prime. The history of SLC goes back to 1961, when Terminal 1 first opened. Over the years, we added Terminal 2, additional concourses and an International Terminal. Our newest building is the International Terminal, which was constructed more than 20 years ago.

Our facilities were originally built to accommodate 10 million passengers and, today, SLC is seeing upward of 25 million passengers each year. We have become a thriving hub airport for Delta Air Lines and today are Delta’s fourth largest hub.

Our passengers experience congestion at SLC daily, whether it’s curbside, in the parking garage or when trying to find a seat in gate hold areas and restaurants. Plus, the lack of available gates limit new air service to SLC.

But that will all change the fall of 2020, when the first phase of The New SLC Redevelopment Project opens with a parking garage with double the capacity, one central terminal with 16 security lanes and portions of two new concourses. Once we open the first phase, the process to build the second phase begins with the demolition of current facilities, which allow construction to the east to commence. Come 2025, the entire project will be complete and passengers will travel through an entirely new, modern airport.

The advantage to building a new airport is that you can design for the future. The New SLC will be more efficient and more sustainable. The new concourses are designed in a parallel configuration, which will eliminate aircraft bottlenecks, so airlines can get their planes back in the air faster.

We are also aiming for a LEED Gold Certification from the U.S. Green Building Council and plan to achieve this through a variety of ways, such as converting all airline ground service equipment to electric by 2023. The use of natural light will also help to achieve our energy goals.

Those who have arrived at Salt Lake City may have experienced a phenomenon that is unique to our airport and which we are addressing in the new terminal. Thousands of young men and women travel around the world on missions for the Church of Jesus Christ of Latter-day Saints and depart from our airport. SLC is also the place where friends and families come to greet these missionaries when they return home. It’s not unusual to see large gatherings at the luggage carousels with family and friends holding signs welcoming back their loved ones. This also presents a challenge to passengers attempting to get their luggage. In the new terminal, we will have a Meeter-Greeter Room where those waiting for passengers to arrive – whether they be military personnel, missionaries or a winning sports team – can relax in a comfortable setting.

But beyond the brick and mortar, the new airport has been designed to leave a lasting impression on travelers. Art and other elements will provide a sense of place through the use of sandstone, copper colors and native plants. The design incorporates plenty of windows to provide views of the mountains from many vantage points throughout the airport, including from an outdoor deck from Delta’s Sky Club.

Passengers will be wowed by massive art installations, such as The Canyon, which is being integrated on both walls of the airport terminal. The Canyon evokes the Salt Lake City landscape and spans roughly the size of a football field.

An expanded concessions program with 29 retail stores was recently announced and includes a mix of local, regional and national brands, including new brands such as Coach, Frye and Mac. The restaurant program announcement is coming soon and is expected to be just as impressive.

And the good news keeps on coming. The $3.6 billion-plus airport is being built without one cent of local tax payer dollars. For years, SLC was the only large-size, hub airport in the country to be debt free. That has since changed, but the foresight of those planning this project allowed the project to begin with savings. It will all pay off in the end. A recent economic impact study showed the project is contributing approximately $5.5 billion to the local economy.

SLC is currently one of the nation’s most cost-effective airports for airline operations and plans to maintain one of the lowest CPEs in the country for a hub operation.

So you can see why my plans to retire have been put on hold – so that I can be part of this remarkable program that will make traveling through SLC truly unforgettable.

Checked Facts: Airports Are Not Taxpayer Funded

Benjamin Franklin said there are only two certainties in life: death and taxes.  If there’s one more thing we can be certain of on April 15, it’s the airlines continuing to spread misinformation about how America’s airports are funded.

It is common misconception that airports are funded with taxpayer dollars.  In reality, infrastructure projects at airports in the United States are funded through three key mechanisms: federal grants through the FAA’s Airport Improvement Program (AIP), the Passenger Facility Charge (PFC) local user fee, and tenant rents and fees.

No matter how many times the airlines repeat it, the PFC is not tax. The PFC is a local user fee that airports rely on to repair aging facilities, improve aviation safety, improve the passenger experience, create more airline competition to lower airfares, and accommodate rising demand.  With nearly $130 billion in infrastructure needs over the next five years, the PFC is the cheapest and most sustainable option available.

Here’s why:  The PFC empowers those who know the most about the local airport needs, infrastructure investments, and safety upgrades to make the best decisions for the airport while balancing the passenger’s interests. The PFC is collected locally and, unlike other aviation-related fees and taxes, stays local. It never gets passed to Washington, D.C. The PFC is the only funding tool that maximizes this kind of critical local control.  The airlines’ erroneous “tax” argument doesn’t hold water.

Today’s modern conservative movement is diverse and often fractious, so it can be hard to find unanimity on almost any issue. But when it comes to support for the PFC, conservative think tanks and advocacy groups speak with a clear voice in support of this quintessential user fee.

The Competitive Enterprise Institute, FreedomWorks, Heritage Foundation, Heritage Action, Reason Foundation, Council for Citizens Against Government Waste, Taxpayer Protection Alliance, and Citizen Outreach are some of the leading anti-tax and free market organizations that agree the PFC is a local user fee.

User fees represent a better way to pay for infrastructure. Under this system, the people who actually use the airport bear the burden of upkeep and modernization. That is the most fair and equitable way to fund it – passengers who don’t use the airport will never be asked to pay for it. Americans certainly deserve to keep as much of their hard-earned money as possible.  How else would they be able to pay all those exorbitant airline bag fees?

SFO enhances passenger experience with new outdoor terrace

Improving the customer experience is top of mind for airports of all sizes across North America. As passenger needs change, airports are beginning to phase our unnecessary, under-utilized or redundant features, like payphones, banking services and smoking rooms, while continually expanding and enhancing passenger experience programs and amenities for airport users.

Passengers can expect to see a variety of new and expanded airport services and amenities appearing in North American airport terminals. According to our Guest Experience Management and Passenger Amenities Survey, the fastest-growing amenities include nursing mothers’ rooms and pods, post-security pet relief facilities, children’s play areas, adult changing and washroom facilities and airfield observation areas.

Of the 69 airport respondents to our survey in 2017, 19 said they had observation/spectator terraces. As of Feb. 6, we can add one more airport to that list.

San Francisco International Airport (SFO) has opened its first of two outdoor terrace and observation decks. This new 2,997-square-foot, open-air outdoor terrace gives passengers a 180-degree view of the airfield. The terrace is only available to passengers with boarding passes and is located at the end of the International Terminal, Boarding Area G. Ten-foot bird-safe glass panels shield passengers from wind without obscuring the view.

“This outdoor terrace gives our guests a relaxing oasis within our terminals and invites travelers to rediscover the excitement and magic of air travel,” said SFO Airport Director Ivar C. Satero.

The new terrace was part of a $55 million upgrade to the airport’s International Terminal facilities. SFO also plans to construct a second observation deck later this year and located pre-security in Terminal 2.

Philadelphia International Airport Offers a Helping Hand to Federal Employees

The 35-day government shutdown impacted thousands of federal employees across the country, leaving many without the resources to properly care for their families. Individuals, organizations and airports sprung into action in their local communities to help those affected. One of those airports was Philadelphia International Airport.

In the Jan. 25 episode of the “Taking Off with Chellie Cameron” podcast, Philadelphia Division of Aviation CEO Chellie Cameron spoke with community partners about the resources and opportunities available to help federal employees in the area impacted by the government shutdown. Representatives from the airport, TSA Philadelphia, PHL Airline Managers Council, MarketPlace Philadelphia joined Cameron to talk about the initiatives they led to offer support.

“The airport is really a big family,” Clarence LeJeune of MarketPlace Philadelphia said. “So when things happen as in a family, everybody kind of gets together and figure out how we can help. And the shutdown has been a concern for everyone.”

MarketPlace Philadelphia organized a weekly “Meals on Monday” event to feed more than 500 employees.  Airlines and their industry partners hosted a sit-down lunch for all federal government workers. Fresh Grocer, Wawa, ShopRite, Philadelphia CVB donated coupons, gift cards and other items to help those affected.

Philadelphia International Airport has also opened a food bank to help employees and their families. Mahoney explained that they’re not only collecting food, but baby items, household products, pet food and other items that programs like food stamps will not cover.

“When one of our family members is in need, this community comes together,” Cameron said.

The food pantry at Philadelphia International Airport will remain open through Thursday for those in the area who need assistance.

To listen to the full podcast, click here.

Airports Gobble Up More of the National GDP

 

Every year, Thanksgiving brings an opportunity for American’s to celebrate and give thanks for what is most valuable to them. ACI-NA has always maintained that airports are valuable economic engines for their local communities and the nation. I’m thankful that still stands true today.

Our latest economic impact study finds that the 493 commercial airports in the U.S. have a collective national output of $1.4 trillion. That equates to a contribution of more than 7 percent to the GDP. What’s more, airports support a total of 11.5 million jobs and create a total payroll of $428 billion.

It’s clear airports are an important piece of the pie when it comes to our economy. But, these numbers also highlight the challenges facing our airports to meet the growing demands of the future.

Last year, more than 1.8 billion passengers arrived at and departed from U.S. airports.  So far, our airports are on pace to surpass last year’s numbers even as we embark on the busy holiday travel season.

Last week, TSA estimated 25 million passengers will travel through airports during the Thanksgiving travel period this year. That’s an increase of 5 percent from 2017.

With the number of passengers on the rise, our airports are at risk at falling. Airports have nearly $100 billion in significant infrastructure needs that threaten their ability to serve their passengers, grow their local economies, and create good paying jobs.

This economic impact study will serve as a staunch reminder to policymakers in local communities and Washington, DC that airports are valuable assets. In fact, it only helps us make our case that we must provide airports with the tools they need to make local infrastructure investment decisions.

I encourage you to join us in sharing the impact of your airport in your community with your policymakers and local partners.  As a collective voice, we can amplify the message that America’s airports need additional infrastructure investments to remain the powerful engines of economic growth they are.

Happy Thanksgiving!

 

Kevin M. Burke

President and CEO

Airports Council International – North America (ACI-NA)

 

BNA Is Ever-Expanding

By Douglas E. Kreulen, A.A.E., President and CEO, Metropolitan Nashville Airport Authority

Nashville is on fire – there really is no other way to describe it. Always a great place to live, the city is now receiving an unprecedented level of attention from all across the country and beyond. National Geographic Traveller U.K. included Nashville on its “Cool List,” Business Insider named Nashville as one of the “33 Trips Everyone Should Take in the U.S. in 2018,” Forbes “The 20 Happiest Cities to Work in Right Now” list included Nashville, and the lists and accolades just go on and on. The word is out, and the world is coming here to see for themselves. In fact, according to recent U.S. Census estimates, 94 people are moving to Nashville every single day.

As aviation industry professionals, you know how this type of popularity and growth can put major demands on transportation facilities. The challenge is to anticipate and address those demands so as to best serve the aviation needs of the community.

The story of passenger growth at Nashville International Airport (BNA) has followed an irregular path. Nashville’s current terminal opened in 1987, built to accommodate the hub then-operated by American Airlines. Driven by that hub activity, BNA grew to serve more than 10 million passengers by 1992, though only 15 percent of which were origin and destination travelers. In the next year, however, American began reducing operations at BNA and ultimately “de-hubbed” from our airport, causing a steady decline in overall passenger traffic. As it turned out, the high water mark of 1992 would remain the passenger record at BNA for the next 21 years.

But the city and region continued to prosper, solid and steady, and passenger traffic grew likewise. With the end of the recession in 2009, Nashville boomed and growth surged, along with steep increases in air travel. Since then, we’ve been on a tear. By 2013, BNA finally surpassed that 1992 passenger record, and we would add an additional million passengers or more in each of the following five years, reflecting annual growth rates as high as 11 percent. Most recently, in our Fiscal Year 2018, BNA surpassed 14.9 million passengers, a ten percent increase, with nearly 90 percent origin and destination traffic.

This torrid growth required a response. Today’s passenger numbers are years ahead of the forecast found in our last master plan. It was clear to our Board of Commissioners and executive team that expansion plans needed to be finalized – and accelerated – to accommodate the region’s aviation needs.

So in 2016, after additional passenger analysis and forecasting, research and planning, we launched BNA Vision, our dynamic growth and expansion plan for Nashville International Airport. Upon its completion in 2023, BNA Vision will include a parking and transportation center, a new Concourse D, an expanded central terminal, an airport administration building, a possible hotel and transit connection, and a state-of-the-art International Arrivals Facility, among other features.

This billion-dollar project will be completed in phases, as to limit inconvenience and allow the airport to continue all operations. Current projects under construction include a terminal garage and transportation center; a second garage with an airport administrative office complex on top; Concourse D and ticketing wing expansion; and a terminal apron and taxilane expansion to accommodate the construction of our future International Arrivals Facility.

Our focus is on expanding and renovating BNA, and we’re working at a swift pace to add more than 500,000 square feet to our terminal. But the cranes and construction only tell half the story. Expansion for us also means adding air service to make certain we are taking Nashvillians to as many places as we can in the world while also bringing the world to Nashville.

In May of this year, transatlantic service returned to BNA after a 20-year hiatus. The long sought-after and highly anticipated service to London’s Heathrow Airport via British Airways was largely made possible thanks to the support from our community, business leaders, state and city officials and our Board of Commissioners. This new services truly opens Nashville up to the world with Heathrow serving as a gateway to so much of Europe and Asia. As our airport grows, and as Music City expands its increasingly recognized brand, we anticipate adding more international service to meet local demands and that of travelers worldwide.

And while we bring these dramatic changes to our airport facilities, it is vital that we maintain the sense of place and top-notch customer service our travelers expect. Nashville is truly a unique city – from the extraordinary food scene to the live music day and night for which we’re known. It is important to us that the moment you step foot off that plane you know you’re in Music City. This is top-of-mind with every decision we make during construction – the warm and welcoming vibe, the concession offerings, and especially the music. Our live music in the terminal program recently celebrated its 30th anniversary and touts more than 700 performances a year in six performance areas throughout the terminal, and we plan to add more. Nashville is southern hospitality at its best, and we want to make sure those values remain embodied in our approach to customer service.

So we’ve taken on a big challenge – expand the airport while maintaining that “Nashville feel.” We’re confident we will accomplish our goals thanks to the thousands of our hardworking colleagues and partners from all over Middle Tennessee. These are the people who make the aviation industry go. The people who show up every day, arriving before the sun rises and working until long after it sets, to open our storefronts and music stages, provide passenger safety and make sure our baggage systems are running while tackling so many other tasks necessary to make a modern airport function. Because of their commitment and dedication, we know the best days at BNA are in front of us.

And in this fashion, we’ll provide our world-class city with the world-class airport it deserves.