Passenger experience initiatives in 2023
Ekelem Airhihen, a trained mediator, chartered accountant, certified finance and IT consultant, certified in policy and public leadership, and an airport customer experience specialist, has an MBA from the Lagos Business School. He is a member, ACI Airport Non-aeronautical Revenue Activities Committee; and is certified in design and implementation of KPI for airports. He can be reached on ekyair@yahoo.com and +2348023125396 (WhatsApp only)
The International Airport Review compiled some examples across airports where passengers were given high quality experience which left them satisfied. This is in recognition of the fact that satisfied passengers lead to growth in revenue and traffic and also increases the reputation of the airport. These were initiatives taken in 2023 by various airports across the globe that “have shown true innovation, customer – centric values and ‘waw factor’”, states the publication. ( international airport review: Top 10 airport passenger experience initiatives from 2023).
Airports in Africa while learning from these initiatives should put in mind the level of sound proofing at their airports so that what is intended to improve upon the passenger experience does not become a source of noise and unwanted distraction to passengers. Also safety and security concerns should be thoroughly considered.
Barcelona International Airport was suddenly filled with funky beats while some very talented dancers took to the floor breakdancing and throwing shapes, reports the International Airport Review. It was their summer “Feel the Rhythm campaign.” The effect was that passengers quickly formed a crowd, using their phones to film the experience as they grooved to the beat. It was a surprising experience to see the airport as a dance floor with a carnival atmosphere.
It was a new and improved sense of community as Edmonton International Airport played host to a well-known live music programme. The aim of the live music programme is to assist emerging musicians by giving them a venue to showcase their music at the airport as well as through the social media channels of the airport. This is reported as a programme that has been and will continue to be a celebration of the arts in the region.
Munich Airport Center gave climbing enthusiasts an opportunity to test their personal limits at dizzying heights. It was an experience for both new and experienced climbers as they tried new challenges. Experienced trainers were on hand to provide instructions as well as the safety equipment required to use the various climbing stations.
At Bahrain International Airport, transit passengers passing through Bahrain can experience the rich culture and heritage of the kingdom while waiting for their connecting flights. So passengers who have a layover ranging from five to twenty-four hours can now avail a free city tour that will get them to Bahrain’s landmarks and historical hotspots.
Innovation moved to the virtual world at Changi Airport with their Roblox metaverse Changiverse in April this year. What this innovative virtual world did was to take users all across Changi airport with the aim of exploring and engaging with the space. This also was an opportunity for those who had not visited the airport to do so. The airport is reported as being the first in the world to create a virtual world on Roblox, a popular game which attracts a monthly engagement of 200 million users. Here players can look forward to various mini games that emulate the airport experience such as check-in and baggage claim.
A unique and fashionable second-hand concept store was established in Helsinki airport. This is said to be the first of its kind in the world, which will combine aspects of recycling culture along with a popular café to advance the commitment to sustainability by the airport.
Children with special needs were given a tour of Miami International Airport. The tour allowed participants to walk through the airport travel experience from start to finish in a safe and controlled manner.
For Perth airport it was a brand new beauty salon in Terminal 4. It offered travellers looking for a quick beauty fix, premium blow waves, barber services as well as beauty, nails and massages. This is reported as part of the broader initiative by the airport to diversify and enhance passenger experience.
There is a market for excursions at airports that can yield more revenue to airports not only during this festival period, but also at different times of the year. Innovative passenger experience in Africa can bring the rich cultures of the continent closer to the airports for diversified and enhanced passenger experience and improved revenue generation.
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