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What You Need to Know about the Upcoming Opening of Beijing Daxing

One of the most exciting airport projects of the last few years has been the massive new facility planned for Beijing. The new airport now has an official open date right on the eve of China’s current government’s own 70th birthday. The so-called Beijing Daxing International Airport cost billions of dollars to construct and has a design meant to resemble a starfish with enough space to accommodate the extensive projected growth for the city, as well as China in general.

China has experienced a massive growth in its air traffic in recent years and the new airport will provide space for even more with the potential to become the busiest facility in the entire world. Official work on the airport recently ended and the inauguration is scheduled for September 30.

Growing Excitement around a Brand-New International Airport

President Xi Jinping has scheduled a large military parade to take place through the center of Beijing. This will celebrate the new airport as a futuristic hub embodying the future of China, as well as the creation of the People’s Republic, which took place on October 1, 1949.

The airport is situated less than 50 kilometers from Tiananmen Square, the heart of Beijing, and set for exponential growth, although full capacity operation is not expected to start until 2025. With four runways, the airport has the potential to serve 72 million passengers each year.

Beijing Airport
Image by keso s | Flickr

However, expansion will not end there. By 2040, the hub may have up to eight runways, including one designated for military use. When this plan is completed, the airport will accommodate 100 million passengers annually.

At this point, the airport would become the largest in the world in terms of traveler capacity. The Atlanta airport can currently receive more than 100 million passengers each year, but it operates across two different terminals. Daxing will achieve its massive size with a single terminal.

The current Beijing Capital International Airport actually already comes in as the second-largest in the world with slightly more than 100 million passengers each year. However, traffic needs have exceeded this capacity due to increases in living standards. This has inspired a newfound desire to travel.

Market analysts believe that China will surpass the United States to become the world’s biggest aviation market by the mid-2020s. According to the International Air Transport Association, China will see 1.6 billion flights annually by 2037. By 2025, more than 170 million passengers per year will travel through Beijing in one of the two airports.

A Facility Designed for Both Beauty and Convenience

When it opens, the new airport will certainly be quite a draw for passengers due to its unique and gorgeous design, not to mention its sheer size. Coming in at 1.03 million square meters, the facility is about the size of more than 140 soccer fields. Thus, the airport will be counted among the largest terminals in the world.

Anglo-Iraqi architect Zaha Hadid designed the structure. It was brought to life despite the designer’s untimely death in 2016 through the engineering of Aeroports de Paris. The structure has been called “The Golden Phoenix” because of its design, which includes a bright orangish yellow exterior that resembles the mythological bird.

Beijing Airport
Image by kris krüg | Flickr

Inside, individuals will notice the flowing, curved lines complemented by light that seems to flow down from the top of the building to the lower levels through carefully planned openings in the roof. These openings create a rather dramatic effect for travelers.

The design also takes into account convenience for travelers. Beneath the airport is a train station and a metro line to take individuals closer to their final destinations without even having to leave the facility. Ultimately, travelers will be able to reach the center of Beijing from the airport in a total of about 20 minutes using public transportation.

Altogether, the project cost $23.6 billion for the facility alone. It cost more than three times this amount when the rail and road links to the new airport are factored into the final price. However, this investment may prove worthwhile as it offers the critical infrastructure needed for the Chinese air industry to continue flourishing.

The Path forward for Two Massive Airports in Beijing

According to the most recent plan, the SkyTeam Alliance brands will take over the new airport and abandon their current places at the old facility. These brands include Delta, Air France, and KLM, the Dutch airline. Furthermore, their partners, including Eastern Airlines and China Southern Airlines, will also become tenants of the new facility.

Meanwhile, Air China, which has emerged as the third-largest airline in the country, will maintain its place at Beijing Capital International Airport and presumably expand its number of flights to fill in the space left by the airlines that transfer to the new facility. This transfer should also provide some relief to congestion felt in the current airport. In the meantime, before the facility opens, six simulation exercises are planned to put everything to the test so that no surprises await travelers after opening.

helicopter

This Is What You Need to Know about Airports and Rideshare Helicopter Services

Around the country, airports are quickly adapting their policies and traffic flows to accommodate the growing popularity of rideshare apps. However, airports may soon need to rethink once again how the services of these companies will integrate into the flow of the airport.

Uber logo

Recently, Uber announced its newest product, Uber Copter, which will launch by offering helicopter rides between lower Manhattan and John F. Kennedy Airport. The flight last about eight minutes and will cost between $200 and $225 per person each way. This price includes private ground transportation on both ends of the trip to make for a door-to-door experience.

While we are probably far from seeing such services available standard at every airport, Uber Copter could quickly expand to other major cities. This is what you need to know about how airports may need to change to accommodate rideshare helicopter services:

Uber Expands Offerings with Aerial Airport Transportation

Uber first started promoting aerial services a few years ago with Uber Elevate, which made the service sound more like flying cars than helicopters. Indeed, the company is still working on flying-car technology and hoping that customers will settle for Uber Copter in the meantime.

Individuals can book the new service directly on the app, just as with any other ride, to save time and frustration when it comes to getting to JFK. The airport is not directly linked to Manhattan by public transit and may people rely on taxis and rideshare apps to get them to their flights.

However, when traffic gets heavy, such a ride can take two hours or more. A helicopter flight is a much more time-efficient option that may actually grow in popularity quite quickly despite its large price tag. With ground transport, the total travel time should average out to about 30 minutes.

Already, Uber is planning to bring Uber Copter to more cities across the country, and even across the world. However, the company is not planning to do so in the immediate future. Instead, Uber will use this new product to learn more about aerial vehicle operation and how such a service can work efficiently and effectively. This information will help the company ensure feasible expansion.

In the beginning, the service will only be available to Platinum and Diamond members, the two top tiers of the Uber Rewards loyalty program. However, it could open up to more customers shortly. Customers can book Uber Copter on demand or have a flight reserved up to five days in advance.

At first, the helicopters will only run Monday through Friday during the afternoon rush hour when getting to JFK is most daunting. Each helicopter accommodates up to five people. Individuals board with a pass issued directly through Uber.

The Logistics of Uber Copter Between Manhattan and JFK

In Manhattan, helicopters use the heliport near the Staten Island Ferry to land and depart. Passengers are picked up by car to be transported to this location. At Kennedy, Uber has access to the helipad near Terminal 8. Once passengers have landed at JFK, a car picks them up at the tarmac and takes them to the correct terminal or vice versa.

The company HeliFlite, based in Newark, will operate the flights and two pilots will be present on each journey. Passengers will also need to watch a short safety video before taking off so that they know what to do in the case of emergency.

One of the foreseen problems with the service is the lack of space for large bags. Passengers will be limited to a personal bag and a carry-on bag of 40 pounds or less.

Several Competitors Are Entering the Helicopter Taxi Sector

The current quoted price is between $200 and $225. However, the final cost of the flight will largely depend on demand and the price will vary depending on how many people are requesting rides, just as with ground vehicles. While this price may sound high, individuals often pay $200 to get to JFK from Manhattan in an Uber Black car during rush hour. The service is aimed mostly at executives and wealthy travelers.

The price could also start to change as other companies launch similar services. Voom, a company owned by Airbus, has launched similar services in the San Francisco Bay Area. Flights between San Francisco, Palo Alto, Hayward, Oakland, and San Jose airports range in price from about $150 to $300 depending on the distance. Another startup called Skyryse is also aiming to enter the air-taxi business.

Another competitor is Blade, which has small plane and helicopter services in cities across the United States. This past March, the company debuted Blade Airport, which provides helicopter service from Manhattan to Kennedy, Newark Liberty, and La Guardia. At all three airports, Blade already has its own private terminals, which makes it easy for these services to expand.

The question looming over Uber Copter is what will happen to airports if this service becomes more popular. Will airports eventually need to create new areas for helicopters to land, or will space and air traffic prove a limiting factor in the number of flights that can be offered? Furthermore, what kind of charges will airports levy to use their land and airspace? This latter question will become increasingly important as airports struggle to get the income they need to modernize and expand.

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What You Need to Know about Airport Facial Recognition Technology

Airports across the United States are quickly adopting new technologies to make the experience of flying as simple as possible for passengers. One of the technologies that is being adopted rather quickly is facial recognition, which has led some people to become rather hesitant about the implications of this technology. On the surface, facial recognition seems like a great way to speed up the process of flying. Already, on some flights you do not need to present any form of identification or even a ticket because a computer system verifies your identity based on your face alone.

A number of different airlines and airports are piloting this technology. JetBlue, for example, has already scanned 150,000 faces and used this information to verify international travelers on their flights. Delta has created a biometric terminal in Atlanta that uses facial recognition at check-in, baggage drops, security, and boarding. With this technology, flights are able to board nearly 10 minutes faster due to the time saved per passenger. While the convenience of this technology is obvious, the hesitation comes with the fact that the technology is largely unproven and involves storing personal information that could possibly be stolen in the future.

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Technology Could Be Used to Increase Security and Make Flights Safer

Facial recognition is an opt-in technology at airports that is only used for international flights. In other words, American citizens do not need to consent to having their faces scanned if they do not wish to do so. At the same time, trading in this personal information for an easier experience at the airport, which is already a stressful environment, sounds very alluring so it would not come as a surprise if passengers decide to jump at the chance to get through security faster. In the future, it is possible that such technology could be used to increase security and make flights safer, which would offer more reasons to participate, but as of right now the main question is one of convenience.

The fears of many people were confirmed recently when US Customers and Border Protection (CBP) announced that photos taken of travelers had been compromised in an attack on the organization. Officials said that the images stolen included ones of people’s faces, as well as their license plates. The attack was actually launched on a federal subcontractor, but it raises the question of how airports can implement technology like facial recognition if there is no guarantee that personal information, including a face scan, remains protected. The images stolen in this event were taken as part of border defense. While no passport nor travel document images were compromised, the event has raised concerns when it comes to facial recognition and travel.

How the Current Facial Recognition Model Works

Currently, facial recognition at airports occurs in a different way than it does with the technology that initially put it in the public spotlight: the iPhone. When someone uses Face ID, the process occurs internally over your iPhone, and Apple never receives any information. However, at the JetBlue e-gates, individuals can put their feet on blue markers and look toward a box that takes a picture and transmits it to CBP, which then reports back about whether or not the individual is cleared to board. The system has photos of travelers stored that it compares against photos taken at the gate, and these stored images come mostly from passports and visa applications. For this reason, the technology is only employed on international flights.

At present, the technology is perhaps not as reliable as it should be. While the research about it has been unofficial, it shows that a significant portion—up to 15 percent of passengers—were not approved when they should have been. Furthermore, one passenger was allowed through even while wearing sunglasses when they were trying to test the system.

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Some of the Kinks That Need to Be Worked Out

At the same time, people who do not match simply go through the normal process of having their passports checked by an agent, which is not a major disruption. However, this issue could become a bigger one if facial recognition is employed in many different places in an airport. Perhaps the real lesson here is that facial recognition software just needs to improve before it is more widely implemented at airports, particularly for domestic flights.

Another issue that still needs to be worked out is one of security. Given the recent data breach, it is possible that pictures used for convenience could become stolen. Technological improvements are only beneficial when security keeps pace with them and ensures that the convenience offered does not come at a price. Moving forward, it will be interesting to see how the conversation goes in the months and years ahead and what kinds of solutions are offered in terms of keeping data safe, as more airlines begin to adopt the technology.

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Spotlight on the Best Airports in the World

More people are choosing air travel than ever before, and airports are increasingly focused on ensuring that they have a pleasant experience. The quality of service offered by an airport is an important consideration. When travelers have greater access to information about an airport, they can make more informed decisions when preparing for their trip and planning their itinerary. Understanding this, Fodor’s recently launched its Travel Awards program and published the results. The awards recognized domestic and international airports in various categories.

The Best Airports in the United States

The airport declared to be the best in the United States was Hollywood Burbank Airport (BUR). While Fodor’s acknowledges that the airport does not have a lot of flash or even state-of-the-art technology, it is reliable and located in an ideal geographic location. The most important consideration was the fact that moving through the airport is easy and comes with very few, if any, hiccups. BUR offers lots of affordable parking with shuttles that run on time and terminals that are simple to navigate. Furthermore, the airport has excellent food options that are not the standard chain restaurants, even though the airport runs so well that people do not need to show up hours early for a flight. This nomination points to how important the most basic elements of service are.

Fodor’s nominated Austin-Bergstrom International (AUS) as its American runner-up due to its live music, wonderful food choices, and rotating museum exhibitions right in the terminal. Plus, the airport has approved a plan to add 32 more gates by 2040 to keep up with the growth of the city that promises to keep the airport easy to navigate. Jackson Hole Airport was listed as the best tiny airport, largely due to the breathtaking views that it offers, and Bozeman Yellowstone International Airport was the runner-up due to its unique, rustic design. Newark Liberty International was recognized as having some of the best food choices of any airport in the world, largely because it has attracted many of New York’s top chefs.

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The Best International Airports

In terms of international airports, Fodor’s voted Singapore Changi Airport as the best, which is not surprising given that the facility is consistently named among the top choices. The airport offers excellent shopping and dining options, and it recently underwent an impressive facelift with new gardens, mazes, and more. Passengers can actually check in early to explore the new garden area, including its gorgeous waterfall. The new area, which is actually known as Jewel Changi, is intended primarily as an attraction to improve the customer experience by making the facility feel less like an airport. The renovation has secured the airport’s place among the very best the world has to offer.

Seoul Incheon International was the runner-up and has become almost as impressive as Changi due to its array of activities for people with long layovers. In addition to shops and restaurants, travelers can head to one of seven indoor gardens and even an ice rink. Also, there is an associated golf course nearby and several relaxation centers. A number of other international airports were also mentioned for their specific features, such as the shopping at London Heathrow and Tokyo Haneda, as well as the food at Hong Kong International.

Improving the Customer Experience

In addition to showcasing the aforementioned airports, Fodor’s highlighted the challenges faced by the Los Angeles International Airport (LAX), the fourth-busiest airport in the world. For instance, its design requires that one travel at least 30 minutes to get from the airport entrance to the right terminal, which can take time due to the fact that no public transportation options exist for getting to the airport and the issue of constant construction. Due to this construction, some passengers must check their bags at one terminal and go through security at another, which subjects them to the traffic a second time.

The construction has resulted, at least in part, in efforts to improve the airport, and there are plans to connect the facility to the delayed Crenshaw Metro Line. The train is now set to open in 2023, and other plans for expansion could help to get people through lines more efficiently. LAX is also set to do something with the Theme Building, a structure that resembles a metal spider and has become emblematic of Southern California Midcentury Modern style. While the building is mostly empty at this point, potential plans for converting it into a conference center and hotel have recently surfaced. No on-site hotel now exists, and offering this simple amenity could also help to cut down on traffic to and from the airport.

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What You Need to Know about the LaGuardia and JFK Renovations

Various technology developments, from autonomous vehicles to rideshare apps, have changed the ways in which people interact with airports. However, especially in the United States, airports have not evolved alongside this technology. As a result, many American airports appear extremely outdated, a problem that is not helped by the fact that overall income for these institutions hasn’t increased. Due to this issue, government organizations have had to step in, which is what is currently happening in New York. With 31 airports, all of which are woefully outdated, the state needs to do something quickly to address the failing infrastructure. Recently, Governor Andrew Cuomo announced $23.6 million in state funding for airport modernization throughout the state, which includes key airports in New York City’s LaGuardia and JFK.

The Serious Issues That Have Haunted LaGuardia Airport

LaGuardia, located in Queens, first began serving travelers in 1939 and has since emerged as the 21st busiest airport in the country, with more than 30 million travelers walking its terminals last year alone. About 4 million of these individuals used LaGuardia primarily as a connecting airport. Despite these impressive numbers, the airport has received little attention since its initial opening and has created a reputation for being not just shabby, but also downright unable to handle the number of passengers that pass through it on a daily basis. Even Vice President Joe Biden once quipped that LaGuardia is a “third-world country.” While this is an exaggeration, it serves to highlight the dire need for upgrades and improvements at the airport. Though plans to renovate LaGuardia date back to 2016, they have only recently begun to be implemented.

The central nexus of LaGuardia remains Terminal B, also known as the Central Terminal Building, which opened in 1964 and was called the “air gateway to America” because of its central role in air traffic for decades. However, the poor condition of the terminal, and the airport as a whole, has led to the slight downfall of LaGuardia, which is now surpassed by both JFK and Newark in terms of usage. However, this issue also relates to the design of the airport. With sporadically planned terminals, plane movement is hindered, resulting in constant gate delays.

The Vision for a Massively Improved LaGuardia Airport

Governor Cuomo and his Airport Advisory Panel have created a strategic plan for revitalizing the airport, which includes demolishing and rebuilding the Central Terminal Building and establishing more connections to public transit. All four terminals are set to be linked through the new building, which will actually be placed close to the highway to create more room for airplanes to move around and reduce related gate delays. The revitalization includes a new parking structure and a different roadway map. Public transit proposals include ferry service to the Marine Air Terminal and an AirTrain that will connect to the metro system.

Addressing the Poor JFK Experience with a Strategic Plan

JFK is not in a much better position than LaGuardia. The airport consists of several disjointed terminals, and delays affect 25 percent of flights. Furthermore, the roadways to the airport create massive amounts of traffic, and the security lines are often frustratingly long. The proposed plan for dealing with this mess will cost $13 billion but has the potential to transform the JFK experience radically.

The plan lays out two modern international terminals that will serve as the cornerstones of the airport. To compete with other major airports around the world, the new terminals will offer a number of amenities, including cultural exhibitions, a play area for children, and free Wi-Fi. Importantly, the plan also allows for growth as JFK is expected to serve 80 million passengers a year by 2035, significantly more than the 66 million it saw in 2018.

JetBlue Airways will construct one of the new terminals, while four foreign airlines have agreed to work collaboratively to build the second. During construction, New York’s Port Authority has pledged to spend $1 billion on improvements to roadways as a means of relieving the congestion that plagues the airport. Currently, a number of different roads cross the main loop that connects the six terminals that comprise JFK. The plan hopes to streamline these streets and also help to interconnect all passenger facilities more effectively to reduce reliance on these roadways. Furthermore, the plan aims to increase the capacity of the AirTrain system linked to the Long Island Rail Road to encourage more use of public transit in getting to the airport.

Some of the Issues Raised in Relation to the JFK Plan

Problematically, the JFK plan does not address some of the core problems plaguing the airport. While it provides two luxury terminals that may impress international travelers, there is currently no strategy in place for dealing with the perpetual delays at the airport. One way to do this would be to add more runways. Transportation experts have long called for at least one additional runway at the airport, and the Regional Plan Association called for two more last year during a regional survey of transportation needs. Many are also disappointed that there is not a better public transportation solution, namely that there is no direct route to JFK from Manhattan. At the same time, dealing with congestion is a critical first step to improving the overall customer experience.

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7 of the Most Exciting Airport Projects to Know about in 2019

People do not typically look forward to spending time at airports. However, as technology makes them more convenient and new projects make them more comfortable, this could change. Over the course of 2019, several new airport projects are slated to open that could attract travelers with their unique designs and features.

These projects represent the unique potential of airports to become destinations in their own right, or at least temporary destinations where travelers will be happy to spend time between flights. Doing so often translates into more flights and higher profits. Some of the most exciting airport projects of 2019 include:

1. Singapore Changi Airport

The new Jewel Changi Airport complex opened its doors in April. This expansion has garnered a lot of attention in the last year as it serves as a central hub for the airport’s three terminals. The architect Moshe Safdie designed the structure, which features massive glass panels encasing a circular building spanning more than 1.4 million square feet.

A highlight of the structure is the Rain Vortex, which has earned recognition as the tallest indoor waterfall in the world. Lush greenery around the water feature help make travelers forget they are in an airport. This luscious design plays with the Singapore moniker “city in a garden.”

Jewel Changi Airport

2. Beijing Daxing International Airport

One of the most ambitious airport projects to date, Beijing Daxing International Airport aims to become the busiest airport in the entire world when finally completed. Certainly, the airport will have one of the largest passenger terminals ever completed, with space for 100 million passengers each year. It will also feature seven runways.

Furthermore, the design leaves space open for easy growth in the years to come. Both China Eastern Airlines and China Southern Airlines will depart to and from the new airport. A high-speed rail network and motorway will help speed connections.

3. Ilan and Asaf Ramon International Airport

Located in Israel, Ramon International Airport represents the unique design aesthetic of Amir Mann-Ami Shinar Architects and Moshe Tzur Architects. The low-to-the-ground, glass-paneled building has a futuristic look that is supposed to remind travelers of the transportation developments to come.

The airport is about 20 kilometers from Eilat and covers more than 1,250 acres with capacity for 2 million passengers each year. The structure has room for growth and will one day likely accommodate about 4.25 million passengers annually. While the structure looks futuristic, it also blends well into its desert surroundings and features a design that helps protect against the major temperature fluctuations that occur there.

4. Istanbul Airport

While this airport actually opened toward the end of 2018, it has only recently begun hosting significant flight volumes after a planned staged opening. The design of the airport won first prize at the 2016 World Architecture Festival in Berlin and features an elegant, tulip-shaped control tower.

The entire airport was completed in fewer than four years, which is an impressive feat in itself. Plus, the airport will continue to grow in the near future, with an eventual goal of transporting 200,000 or more passengers each day. The airport purportedly features a green design, although this claim has been disputed.

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5. LaGuardia Airport

On the domestic front, one of the busiest airports is finally getting a much-needed facelift. LaGuardia is getting a complete revamp and reconstruction of all terminals and taxiways to help better accommodate the large number of passengers served by the airport.

The project will add more gates and create more space in general by getting rid of the low ceilings and narrow corridors. Furthermore, the airport has now adopted a unified terminal structure to eliminate the confusing passageways between different flight areas. The overall improvements also include new parking facilities, as well as a link directly to the New York City Metro system.

6. Carlisle Lake District Airport

Located in England, this new regional airport will make it much easier for tourists and British national to visit the lake district. This part of the United Kingdom is a major draw for nature enthusiasts with its rugged scenery. What makes this airport’s opening so exciting, in addition to the fact that it provides easier access to a region once more difficult to visit, is that business will finally start.

The airport has been the source of much controversy due to delays in opening that were attributed to issues with staff training. However, summer flights can now be booked, so the opening seems to be set in stone. Scottish airline Loganair will operate the routes, which include London, Belfast, and Dublin.

7. Louis Armstrong New Orleans International Airport

Another domestic airport in dire need of updates, Louis Armstrong in New Orleans has finally opened to the public after multiple delays. The new, modern terminal cost more than $1 billion, but it provides solid infrastructure and a significantly improved passenger experience.

This update comes at a key time in the history of the airport, which is experiencing a period of growth due to new international flights, including a direct route to London. A modern airport could help attract more tourism from overseas for the city and potentially make New Orleans an important hub for transfer flights should the airport continue to grow.

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5 of the Best Strategies for Improving the Airport Customer Service Experience

While certain factors at an airport such as excellent security and overall efficiency can be attractive, airports should not underestimate the importance of customer service. Because passengers have a choice in which airport or airline they use, as well as how often they engage with airport services, airports around the country are beginning to realize the importance of customer service and how treating passengers well drives facility utilization and, ultimately, profits. Some airports, such as Miami International and San Francisco International, have instituted customer service programs designed to drive improvement. Some strategies for increasing the customer experience at an airport include the following:

1. Integrating mobile communication

Most people today have mobile devices, whether that means a smartphone or a tablet. These devices can be used to deliver crucial information, such as flight disruptions or gate changes, directly to passengers. In addition, airports can more easily locate passengers using mobile alerts, which can be more reliable than using a loudspeaker for announcements.

Airports can also use mobile communications to reach out to impacted passengers and offer solutions, such as free access to lounges, vouchers, and more. Also, the strategy opens the channel for communication so that customers can ask questions and get immediate answers instead of tracking down employees or waiting in lines.

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2. Creating a vendor community

While it is true that every vendor within an airport is primarily worried about their own sales, that does not mean each store and restaurant is not working toward a shared goal. When vendors do not communicate with each other or buy into the idea of creating a great overall airline experience, customers suffer from a disjointed and perhaps even off-putting experience. But when vendors readily communicate new ideas and strategies with each other, customers will have a streamlined, supportive experience.

Airport consultants have pushed hard for the creation of communities within airports. A great example of the success of community-building is JFK International, which was recognized for Best Customer Service for the Large Airport Division by Airport Revenue News shortly after adopting strategies to connect vendors.

3. Asking for specific feedback

Improving the customer experience at an airport is nearly impossible without first knowing its current problems. That’s why airport executives should gather customer feedback, a valuable source of information for identifying specific targets for improvement. One such strategy is sending a survey directly to customers to ask for feedback about their experience at the airport. When adopting this strategy, it is critical that executives do not get hung up on individual comments but instead look for trends in feedback that can point to a larger, underlying issue that should be fixed. Another strategy is the mystery shopper approach. This method involves hiring professional “shoppers” to go through the process of arriving at the airport, going through security, and engaging with services. The shoppers then provide professional feedback on weaknesses.

4. Partnering with other stakeholders

The customer service experience at an airport affects not just the airport itself, but also airlines, vendors, hotels, and more. Real and lasting change becomes much easier when these stakeholders partner with one another to identify areas for improvement, which should involve increased data exchange. This is especially important for airlines, which have a lot of information about passengers that can benefit the airport. Figuring out ways of sharing information in a secure manner can help the airline tailor its services and facilitate direct, customer-specific intervention (such as the mobile communication mentioned previously). Additionally, partnership is critical for reaction to unexpected situations since it allows for quick, decisive action. Customers would not be left waiting for an answer but would be given an immediate plan of action for what to do next.

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5. Investing in employee training

Airports can sometimes overlook employee training. However, training is key for developing the skills and knowledge necessary to deliver excellent customer service. Executives need to think critically about the sort of training they want to offer and how often, as a one-time training is not sufficient for long-term retention of skills and knowledge.

Training sessions do not always need to be held in person. Online training is now cheap and easy to develop and generally offers a significant return. Plus, employees can choose when to complete it so that they are not taken away from important tasks and processes. Executives also need to think about who will receive such training. Providing this training to more employees ultimately means having more individuals capable of assisting passengers in need. Training is also critical for developing a sense of community as well, so it could also extend to both vendor and airline employees.

6 Implications of Technology Adaptation at Airports Worldwide

Held in March, the 2019 Passenger Terminal Expo & Conference drew more than 10,000 people interested in improving the customer experience at airports. Attendees were treated to sneak peeks and announcements about new technologies, learning how they could be adopted in the airport environment.

The idea of a “smart airport” is not far off, with technology being applied to everything from baggage drops to passenger identification. Several other recent air travel industry meetings, including the ACI Asia-Pacific/World Annual General Assembly, Conference, and Exhibition, have covered the myriad uses of airport tech as well.

Even people who do not attend these meetings can get a sense of the future just by paying attention to the unique and exciting programs being implemented at airports across the world. Some of the most promising applications of technology include the following:

1. Passenger assistant robots

Though robots are nothing new to airports, one of the areas in which they have not been fully implemented is customer satisfaction. Some airports are now exploring how terminal-based robots can help passengers by providing directions, guiding them to their various gates and terminals, and even helping with the transport of purchases. Aside from this functionality, robots would have the ability to scan for trash and general cleanliness, sending an alert when attention is needed. They could also monitor the environment for things like ideal temperature.

One airport has already purchased 10 robots that are being functionally developed to achieve these tasks, and it will likely invest in more as the technology advances.

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2. Single-token travel capability

Hong Kong International Airport is looking into the idea of single-token travel, which would potentially enable the use of facial recognition technology as a form of identification. Without the need for constant ID, passport, and boarding pass checks, passengers would be able to move seamlessly through every stage of security at the airport. Hong Kong International has already installed equipment to improve the check-in process, in addition to 100 self-drop bag areas. It is also completing 44 “egate” installations that will facilitate passport checks and boarding pass scans.

In the future, single-token journeys would make it possible for travelers to check in at home using their face and then move continuously through the airport without needing to stop at every checkpoint. Of course, this possibility involves collecting biometric data from passengers, which raises new concerns about security.

3. Internal machine communication

The development of better wireless Internet connectivity, such as 5G technology, will have a significant impact on how airports operate in the future by facilitating machine-to-machine communication. Perhaps the most exciting application of this technology is autonomous vehicles. Because these vehicles need to be immediately overridden in the event of an emergency, constant and fast connection is key to safe use.

Currently available to transport luggage, autonomous vehicles could one day be used to transport passengers around the airport. However, a primary barrier to implication is testing durability, such as the impact of weather, since safety remains the primary concern.

4. Preconfigured flow of traffic

One of the more mundane but extremely important implications of digital technology in the airport involves the flow of traffic. Recently, Glasgow Airport contracted with a company to improve the customer experience of parking. People can digitally reserve a parking spot in advance, avoiding wasting precious time driving around looking for a space. They can also immediately see availability and pricing so that they can make a quick decision. Furthermore, the system also allows people to book ancillary services like lounge access. This functionality will help cut down on lines and provide a more streamlined and straightforward experience for customers.

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5. Data-backed security

The primary concern of any airport is passenger safety. Airports are now using data to make security even stronger by forging alliances with enforcement agencies. The upside for passengers, besides a greater feeling of safety, is that data-driven security involves much less of an inconvenience for passengers. Data sharing does have some issues, such as privacy and security, but there are ways to safeguard sensitive information at the same time.

Through data-backed security, airports, in partnership with carriers and immigration officials, will be able to know exactly who is getting on and off each flight. This information can be used to help evaluate potential threats long in advance. More airports are creating data centers that will facilitate this type of evaluation.

6. Separate baggage travel

A major hassle when coming to the airport is bringing baggage to check. When online check-in became available, this helped cut down lines to some extent, but many people still need to stand in baggage check lines. Some airports are hoping to streamline the baggage check-in process in the future by making it part of the at-home check-in process.

Passengers will pay a logistics provider to pick up the bag and get it to the right place, while digital technology will track the bag along every step of the way. Allowing customers to travel separate from bags, yet track them at the same time, will help to lessen the stress of the airport experience.

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Should Airlines Pay a Tax to Guarantee Customer Repatriation? What You Need to Know

Modern airports face a number of important challenges, from passenger facility charge (PFC) debates to technological modernization. One of the problems that has become more pronounced in recent months is airline bankruptcies. These have left many passengers stranded and scrambling to figure out ways to get home.

In April, the largest private airline in India, Jet Airways, announced its collapse with no warning and immediately canceled all of its domestic and international flights. The suspension was on a temporary basis due to lack of funding to purchase fuel and maintain critical services. Perhaps this announcement should not have come as a surprise considering that the airline announced serious financial issues in 2018.

Creditors did come to the company’s rescue. However, these events have left some people questioning whether airline should pay a tax to guarantee that customers will be able to return home.

The Collapse of WOW Air

The Jet Airways fiasco followed close on the heels of the collapse of WOW Air, a low-cost carrier based in Iceland. This company suddenly ceased operations toward the end of March. The WOW business model attracted a large number of customers, but it ultimately proved unstainable.

In November 2018, the chairman of Icelandair spoked about a finalized deal to purchase WOW. However, the Icelandair shareholders quickly shot the deal down once they realized the scope of the investment necessary to revamp the company.

After that, Indigo Partners also attempted to help WOW out until investors shot down the feasibility of the plan. Because of the quick collapse of WOW, its airplanes were still scattered across the world months after the bankruptcy.

The Collapse of Alitalia

Another airline that has received a lot of attention is Alitalia, an Italian carrier with a long history of poor financial performance. In fact, the issues leading up to the current situation started in 2008 when the Italian government decided to privatize the airline on the eve of a global financial downturn.

Eventually, a purchase was negotiated with the Compagnia Aeronautica Italiana group, which failed to turn around the airline. Poste Italiane, funded by the Italian government, had to step in with a cash injection. Eventually, Middle Eastern airline Etihad purchased 49 percent of Alitalia.

Soon thereafter, Etihad experienced its own financial issues. This led to Alitalia starting the proceedings for bankruptcy again in 2017. The Italian government has kept the airline alive, but it seems like its days are numbered. Already, the company has delayed bankruptcy proceedings twice.

United Kingdom Suggests Repatriation Insurance Tax

Many people believe that something needs to be done to address the issues caused by these types of events. Recently, the United Kingdom took first steps toward action. The government proposed a new Flight Protection Scheme, which would involve an additional 50 pence per passenger per flight.

This additional money would require airlines to purchase an insurance plan that would repatriate passengers should the company ever experience a sudden bankruptcy. The recommendation comes on the heels of an Airline Insolvency Review.

The review showed that about 80 percent of British passengers travel abroad without any sort of insurance or other way to get home should the airline suddenly bankrupt. The situation is likely very similar, if not worse, in other countries around the world.

Naturally, the British aviation sector immediately pushed back against the proposed “tax.” Airlines UK, which represented 13 different carriers, stated that airlines face significant rising costs already. It believes that now is a particularly bad time to invoke further increases in the cost of airline travel.

British Airways also called out the proposal for being unfair and expressed a view that the new tax is a sort of levy to bail out other carriers. Much of this debate actually stretches back to 2017, when the British airline Monarch collapsed and left many UK nationals stranded. This event is what triggered the Airline Insolvency Review, which took two years to complete.

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The Options Available to Solve the Repatriation Problem

The proposed Flight Protection Scheme is essentially a pot of cash that would be used to bring people home when their flights were suddenly canceled due to bankruptcy. Airlines would need to buy into this pot through an insurance policy. However, there is more to the recommendations. The government also wants to see a failsafe mechanism that would prevent airlines from stopping flights even when they go bankrupt.

While the details have not been worked out, the government wants to see a policy by which companies would be forced to keep flights going until their passengers could return home. This sort of plan has actually worked in the past. When Air Berlin started to fail, the German government infused it with enough cash to maintain operations for an appropriate amount of time.

Some critics of the plan have pointed out that the issue may not be a real one at all. While the Monarch fold was a disaster, time has passed since then and new precedents have been set. When WOW Air stopped its operations suddenly, 13 other airlines stepped in to offer passengers rescue fairs without any official government order to do so.

A general sense of duty and voluntary industry agreements drove this rescue mission. It seems likely that a similar thing would continue to happen, at least to a point. If airlines continue to fail at an alarming rate, however, the industry could experience fatigue. At that point a repatriation tax might prove useful.

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This Is What You Need to Know about American Airports and Rideshare Policies

Many airports are experimenting with their own advances in transportation technology. However, they are also experiencing significant effects from the advent of new options, including ridesharing services.

Most people probably look as ridesharing services, such as Lyft and Uber, as a good thing. Unfortunately, they may actually contribute to a variety of problems in American airports. Many people have recognized that American airports have not developed at the same rate as international ones. These individuals may not know that this problem is, at least in part, directly linked to rideshare services.

In the United States, the vast majority of people arrive at airports in cars. Historically, they would use their own vehicles and park them on the premises or take taxis. However, rideshare services are cheaper and more convenient. This makes their growing popularity understandable.

A recent study found that prior to 2012, when ridesharing became widely adopted, 80 to 90 percent of journeys to the airport were made in taxis, rentals, and personal vehicles. The remainder of this figure comes from the limited public transportation options in some areas.

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How Rideshare Services Cut into the Profits of American Airports

The situation has changed quickly. At San Francisco International, Uber and Lyft accounted for about 4 percent of drop-offs in 2014 and then 29 percent in 2017. During the same time, ridesharing-related business expenditures increased from 8 to 62 percent. Although this may not seem problematic at first, it actually contributes to the current underinvestment in infrastructure in American airports.

Historically, car parking has accounted for a significant portion of airport revenues in the United States. This revenue is now falling due to ridesharing, which ultimately means less money to reinvest in facilities. Furthermore, Uber and Lyft drivers, at least right now, pay less in access charges to pick up airport passengers. This is because they have less liberal access to the curbside than taxis. Diminishing taxi use has also cut into airport profits.

The growth of ridesharing services has certainly affected airports across the globe. However, this effect is especially strong in the United States because of the prevalence of personal vehicles. Additionally, there is resistance to transforming airports into bigger drivers of profit via better shopping and dining options.

American airports derive less than 10 percent of non-aeronautical revenue from retail and concessions. This is not the norm around the world, where major hubs like Changi in Singapore and Hamad in Doha have created luxury attractions for wealthy travelers. In other words, American airports have really relied on ground transport-based income. To maintain this source of income, a number of airports have begun changing their policies to increase income from rideshare providers.

Logan Airport in Massachusetts Begins Charging Rideshare Drivers

An airport that has made a lot of news in recent months is Logan in Boston. Very recently, the Massachusetts Port Authority Board of Directors approved a ground transportation plan that will begin charging a $3.25 drop-off fee for Uber and Lyft drivers starting in October 2019. Both of these company protested this change.

The new charge will help the airport recoup some of the losses it has experienced as a result of rideshare service adoption. The plan also creates an entirely new space at the airport for rideshare pickups at a centralized garage site, at least between the hours of 10 a.m. and 4 a.m. In the early morning, pickups will be allowed curbside. In part, this policy addresses the issue of public transportation, which services the airport but with limited hours.

The new area would include dedicated ride-hailing areas, as well as space for check-in and checking baggage directly without needing to go to a separate space. According to the authority, the idea behind the new space is to reduce the number of rideshare trips without passengers, thereby reducing congestion and greenhouse gas emissions. Estimates show that about 30 percent of empty trips will be prevented.

A representative from Uber has criticized the decision, arguing it will cost the airport significant money to execute while also charging passengers more. Both Uber and Lyft ran radio ads to oppose the change and collected more than 10,000 signatures on petitions. Ultimately, the fee is slightly less than the proposed $5 charge, but passengers will begin paying it soon.

More Changes Likely in the Future for Airport Rideshare Policies

Ideally, the new plan will raise some money for the airport that will facilitate infrastructure investments beyond the new garage area. When consumers see how this extra fee can actually improve their experience significantly in the long run, they may not push back as hard, but these effects will not be seen for years to come.

In line with the airport’s statement that the decision is to reduce congestion and greenhouse gas admissions, passengers on pooled rides, such as Lyft Line and UberPool, will have a reduced fee of $1.50.

Other airports across the country are starting conversations about similar decisions to address both the congestion at the curbside and the loss of revenue due to fewer long-term parkers. In the years to come, it will not be surprising to see some radical changes to policy that are even more forward-thinking than those at Logan.