On Friday, I got to attend a “virtual cocktail party” (the virtual lychee Martinis were divine) online webinar with frequent-flyer guru Randy Petersen. The event, entitled “The Airport Experience: Insight from Customers,” was hosted by New York-based Clear, which offers a shorter airport security checkpoint experience for travelers. The shorter version of this post appeared yesterday on the APEX Editor’s blog.
Peterson took a page from David Letterman and did two top 10 lists: “Don’t Change a Thing…What your Customers Like” and “Time to Rethink…This is When Customers Gripe.” So part one of this post covers the good things airports are doing. Come back tomorrow to see some of the not-so-good things airports are doing, according to Peterson. And on Thursday, I’ll offer my own thoughts on Peterson’s observations.
Number 10 is Top Chef. Peterson praised airports for bringing a “Top Chef” mentality to concessions by bringing in restaurants like celebrity chef Rick Bayless’ Tortas Frontera at Chicago O’Hare. “I love name brands and local flavors in airports. I never look at the price tag at Frontera. Frequent flyers like quality and are willing to pay for it,” he said. “I just learned that Blanco Tacos + Tequila is coming to Phoenix Sky Harbor Airport, and I will try and route through Phoenix more to get this food. Local brands catch my attention.”
Number 9 is Fill ‘er Up. “I’m a busy road warrior who loves expediency and things that save me time, like Clear,” said Peterson. “I love the fact that some airports have valet parking. I may be running late and don’t want to catch a bus from the parking lot. They also have extra services, like car washes and oil changes.”
“Chores like this take me away from the fun things I can do. I go on a trip, and when I return, my car is clean and oiled,” said Peterson. “We love airports as entrepreneurs. It make it easier for us, and shows that they are looking at lives of frequent flyers.”
Number 8 is Check It Out. Peterson said he is a big fan of people watching at airports. “Many airports are making it easier to do, with better seating. I love to sit in the rocking chairs at Charlotte-Douglas International Airport and watch the world go by,” he said. “I sit and guess what people are doing. He’s wearing flip flops – is he going to the Caribbean? There’s a little People magazine in all of us. “
Number 7 is Couch Potatoes. “When there’s a delay, we like comfortable chairs and couches. Seeing that in an airport blows me away,” said Peterson. “I can sink back in a chair with my iPad. That’s comfy and I feel more at home like that.”
Number 6 is Chicken Or Beef. Airlines gave us that choice, said Peterson. “It’s not much of a choice, but it is a choice. If you look at ways to get through the airport, like Clear, it lets you get though pressure points quicker. We like having a choice. I don’t mind paying a fee if there’s a faster way through. Faster is good.”
Number 5 is Like You? Peterson has 73 apps on his iPhone that he barely uses, and airports want to give him another one. Instead of building separate smartphone apps, Peterson urged airports to work with existing offerings including TripIt and GateGuru (my personal favorite). Give them the information so we can have it all in one place. I know you want your own app, but support the leaders and know that your information is included.”
Number 4 is It’s Not All About Me. “I have a lot of people in my life who are involved in my travel, even at the airport. I love airports that have cell phone waiting lots,” said Peterson. “It was aggravating to pay for parking and wait. Now we have a secure zone where we can wait.”
Number 3 is Public Displays of Affection. Peterson noted that he doesn’t go to art museums, but loves public art. “So it’s fun and interesting to have them in airports. I love San Francisco Airport,” he said. “I never take the moving sidewalks there. I like to see the displays of interesting and educational things, like the sewing machine display. I thank airports for enriching my life and making me feel smarter when I get home.”
Number 2 is Kids Fly Free. Airport play areas are great for kids, said Peterson. “Kids are road warriors too, so they’re part of the experience, so they need a playground where they can yell and have fun,” he said. Minneapolis-St. Paul and other airports are doing a great job of building kid zones, he added.
And Number 1 is The Real Mall of America. “I love see `coming soon’ banners at the airport like you see at shopping malls. Travelers are no longer just looking for souvenirs. I’m now shopping for myself and m family,” said Peterson. “When I bring a Coach purse from Minneapolis-St. Paul for my wife, it’s not a souvenir. It makes me the guy who brought that purse home.” Peterson admits that when he’s on a business trip, he has no time to shop downtown. “But I can do that at the airport, which has become the real Mall of America.”
Tomorrow: Time to Rethink…This is When Customers Gripe.