Great Expectations

Author: 
Paul Bowers
Published in: 
July-August
2012

The American Dream is predicated on doing more, better, faster. Each generation expects more. As parents, we set our children up to accomplish more than we did. It's ingrained in our culture.

Aviation is no different. Our airports process more passengers, offer more services and are held to higher standards than in the past. Customers expect progress as a matter of course, and when it isn't there, it's quite an eye opener. While traveling in June, I flew a particular airline for the first time. It's pricing, booking, boarding, etc. were all different than what I was used to.

Different isn't a bad thing if it includes progress. However that wasn't the case this time. It wasn't the add-on fees that gave me heartburn. It was the bus station feel at the gate and inside the aircraft. The boarding area space was insufficient, there were no amenities nearby, the plane was dirty and the seating was tight - even for someone of my build. It felt like a third-world experience.

To be sure, airports can't control how an airline flies. But we can control passengers' experience until they board. Fortunately, the American Dream of continuous improvement still thrives at most airports. The 15 airports covered in detail in this issue are proof-positive of that. They're implementing industrious ideas that lower energy costs, improve safety, facilitate customers' travel through their terminals and more.

One story I've personally been waiting to run for quite some time involves a revolution in Wi-Fi services. Internet access has been the No. 1 customer comment in the industry for some time now. And for even longer, airport directors have been divided about whether the service should be free or paid. What was good enough for payphones did not necessarily translate to Internet service. As reported in this issue, it seems as though a tipping point has finally been reached. Airports now have a means to provide free Wi-Fi service and even create a revenue source through hybrid models that satisfy most everyone.

Yet another expectation met.

Thanks for reading - and for helping keep the American Dream alive ... at well-run airports.

Subcategory: 
Publisher's Column

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