As air travel becomes more competitive, airports are seeking reconnaissance about their passengers’ satisfaction levels. Some revealing research has been released in recent months. Here’s a sampling:
• In the midst of a $1 billion renovation and modernization, Tampa International Airport has been surveying thousands of customers about the impact of construction on their flying experience. Surprisingly few have complained.
When passengers log onto the airport’s free WiFi service, they are asked to fill out online questionnaires about the construction. According to a news story posted on the Tampa Bay Times|Tampa Tribune’s website in late June, the survey generates about 1,000 responses a day.
When the airport started doing roadway work, 60% of those surveyed said they noticed it, but only 2.7% said they were “impacted.” When the airport shut down one train to two airsides, only 1.7% said they were negatively impacted.
The airport has also stationed 22 customer service reps around its main terminal to help travelers find where they’re going if detours are necessary.
• Travel Leaders Group, the country’s largest travel agency company, recently polled nearly 3,400 Americans about their attitudes toward airport security. Among the respondents, 88.4% said they were either “satisfied” with or “neutral” about the state of security, up from 87.5% last year.
TSA Pre-Check may have something to do with these positive attitudes. When asked if they had experienced expedited screening at an airport in the previous 12 months, 53.1% answered affirmatively, compared to 60% who said no in 2014. About one-seventh of respondents (14.4%) said they use TSA Pre-Check “all the time,” versus 7.6% in 2014. And 26.1% say it reduced waiting times for screening, versus 17.6% in 2014.
• Architectural/engineering firm HNTB conducted a national air travel survey last November to gauge how passengers think technology might affect their travel experience. Nearly half (46%) of the 1,031 respondents said they expect advancements in security and technology over the next 5-10 years would alter how quickly they got through airports. Another 41% would like to see luggage with GPS-enabled tags for tracking purposes, while 32% want the ability to tag their bags themselves. Three of 10 respondents are looking forward to mobile apps that would allow them to pre-order in-flight food or drinks.
• In its 2015 Airline IT Trends Survey, SITA, a communications systems provider, found that 86% of airline carriers expect the Internet of Things to deliver benefits within the next three years, and 37% are budgeting with that in mind, with investments targeting check-in, bag drop, and luggage retrieval.
But so-called beacon technology, which uses sensors to track consumer actions, hasn’t caught on yet in the aviation sector. The SITA survey found that only 9% of airlines are using or testing beacons, although 44% plan to use beacons at bag drop areas, and 43% at baggage claim corrals.
The poll also found that 94% of airlines surveyed are investing in business intelligence. Another 74% are planning major investment programs by 2018.
Related Stories
| May 11, 2014
Final call for entries: 2014 Giants 300 survey
BD+C's 2014 Giants 300 survey forms are due Wednesday, May 21. Survey results will be published in our July 2014 issue. The annual Giants 300 Report ranks the top AEC firms in commercial construction, by revenue.
| Apr 29, 2014
USGBC launches real-time green building data dashboard
The online data visualization resource highlights green building data for each state and Washington, D.C.
| Apr 22, 2014
Bright and bustling: Grimshaw reveals plans for the Istanbul Grand Airport [slideshow]
In partnership with the Nordic Office of Architecture and Haptic Architects, Grimshaw Architects has revealed its plans for the terminal of what will be one of the world's busiest airports. The terminal is expected to serve 150 million passengers per year.
| Apr 9, 2014
Steel decks: 11 tips for their proper use | BD+C
Building Teams have been using steel decks with proven success for 75 years. Building Design+Construction consulted with technical experts from the Steel Deck Institute and the deck manufacturing industry for their advice on how best to use steel decking.
| Apr 4, 2014
$25 million Orion Jet Center designed by SchenkelShultz now open
As the centerpiece of the 45-acre campus, which is its first phase of a planned 215-acre mixed-use development, the 18,000 square foot executive terminal facility offers spacious passenger areas, administrative space, an executive suite, rental car kiosk, catering and a cafe.
| Apr 2, 2014
8 tips for avoiding thermal bridges in window applications
Aligning thermal breaks and applying air barriers are among the top design and installation tricks recommended by building enclosure experts.
| Mar 26, 2014
Callison launches sustainable design tool with 84 proven strategies
Hybrid ventilation, nighttime cooling, and fuel cell technology are among the dozens of sustainable design techniques profiled by Callison on its new website, Matrix.Callison.com.
| Mar 20, 2014
Common EIFS failures, and how to prevent them
Poor workmanship, impact damage, building movement, and incompatible or unsound substrate are among the major culprits of EIFS problems.
| Mar 12, 2014
14 new ideas for doors and door hardware
From a high-tech classroom lockdown system to an impact-resistant wide-stile door line, BD+C editors present a collection of door and door hardware innovations.
| Mar 5, 2014
5 tile design trends for 2014
Beveled, geometric, and high-tech patterns are among the hot ceramic tile trends, say tile design experts.