Airport Dimensions this week released a comprehensive study of more than 6,000 travelers that found more passengers were satisfied with their experience at the airport, in spite of the challenges presented by the COVID pandemic.
In its ‘Tomorrow’s Traveler, Tomorrow’s Airport Experience’ research, Airport Dimensions found that 62 percent of travelers considered the airport an important and enjoyable part of their journey, up two percent from figures recorded in 2019. The number of dissatisfied airport travelers also fell from 14 percent to 12 percent in the same period, suggesting that while there is less travel, people making journeys are having a better overall experience despite the challenges of COVID-19.
The Airport Dimensions research did find some differences in satisfaction levels between different regions and age brackets, with, for example, 86 percent of travelers from Singapore satisfied with their overall airport experience compared to just 48 percent of Spanish travelers. Millennial and Gen Z passengers were almost twice as likely to enjoy the airport experience compared to those aged 76 and over.
Of the elements that would help enhance their journey through the airport, more comfortable seating areas was the most popular choice among all respondents at 80 percent, followed by the option to have a queue-free airport journey from arrival to departure at 78 percent and more public transportation options at 73 percent.
Respondents were also generally dissatisfied with value for money in airport retail and dining establishments, Wi-Fi speed and reliability and entertainment options.
“For five years now, Airport Dimensions has been researching and tracking how travelers feel about the airport experience and looking closely at their behaviors, needs and aspirations,” said Stephen Hay, global strategy director at Airport Dimensions. “With the green shoots of recovery beginning to show following the pandemic, we’re very keen to understand how this has influenced those needs and behaviors and, in turn, how these will shape the airport of tomorrow.”
