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.