In the sky, hassles abound as airlines squeeze in more seats on their planes and tack on more fees for checking baggage, changing flight plans and using other services.
On the ground, it’s a rosier story.
Airports are steadily upgrading their facilities and adding amenities that offer passengers more enjoyable experiences that can make the time spent waiting for a flight the best part of the trip.
As we close out 2013, here are some of the best of airport amenities rolled out this past year.
Automated passport kiosks
You can’t really enjoy your time at an airport unless you can get into the airport, and this year we’ve seen wait times at customs significantly reduced at a handful of North American airports that have installed automated passport kiosks.
U.S. citizens can use these machines – for free – to scan their passports, answer customs declarations questions and cut short the time they need to spend in conversation with a customs officer.
The first machines were installed in May at Vancouver International Airport. In August, Chicago’s O’Hare International Airport became the first U.S. airport to roll out the kiosks. Since then, the wait-reducing machines have been introduced at New York JFK International Airport (Terminal 4), Miami International Airport, Dallas/Fort Worth International Airport, Montreal-Trudeau International Airport and, on Dec. 4, at Toronto Pearson International Airport.
TSA Pre-check expands
At the end of 2012, the Transportation Security Administration’s Pre-check program offering expedited airport security screening was available at 35 airports for eligible passengers on five airlines (Alaska, American, Delta, United and U.S. Airways) and members of a U.S. Customs and Border Protection (CBP) Trusted Traveler program.
Today, the Pre-check program is available at 102 airports and the number of participating airlines has expanded to nine: Alaska, American, Delta, Hawaiian, JetBlue, Southwest, United, US Airways and Virgin America.
Beginning Dec. 20, active members of the U.S. Armed Forces (including the Coast Guard, Reserves and National Guard) who use their Department of Defense ID number when making a reservation may use the Pre-check lanes as well.
And last week, TSA launched a program offering eligible travelers five years of Pre-check membership for $85. Applications may be started online, but must be completed in person at the enrollment center now open at Indianapolis International Airport, at one of the centers TSA will open in New York, Washington, D.C., and Los Angeles by the end of 2013, or at one of the more than 300 centers planned for the future.
Thanks to a three-month pilot program that began in October, Charlotte Douglas International Airport and Dallas/Fort Worth Airport each have a security checkpoint that could (almost) double for a relaxing hotel lobby.
A joint project between Security Point Media and Marriott’s SpringHill Suites, the checkpoints have stylish décor, soothing wall art, colored lights and relaxing music as well as “re-composure” areas with comfortable leather couches and – a brilliant touch – mirrors.
Response to what’s been dubbed “The Next Level Experience” has been so positive that talks are underway to continue these installations at these two airports and possibly expand the concept to other airports in 2014.
Improved airport transportation
Getting to and from the airport can be part of the hassle of any trip, but during 2013 a few airports smoothed out some transit options.
Boston Logan International Airport says there is now “no scheduled end date” for a pilot program introduced in 2012 offering free Silver Line bus rides between the airport and the city center.
San Francisco International Airport, which took legal action last summer against car and ride-sharing programs it claimed were operating illegally at the airport, now has an agreement with the car-sharing company Relay Rides. This should pave the way for other non-traditional transportation companies to negotiate deals at SFO and other airports grappling with this issue.
And, just in time for holiday travel, the Maryland Transit Administration added weekend MARC commuter rail service between Washington, D.C. and Baltimore, with stops at Baltimore/Washington Thurgood Marshall Airport.
Airport service plazas
Facilities offering a wide variety of truly helpful services for passengers – and for those picking folks up – popped up this year outside two airports.
In September, Denver International Airport opened its a super-sized, 253-space cellphone lot called “Final Approach” adjacent to a fueling station. The lot’s building has a children’s play area with iPads built into tabletops, lounge seating, indoor restrooms, free Wi-Fi (which reaches the parking lot), flight display boards and four restaurants, including a Dunkin’ Donuts with a 24-hour drive-through which, airport officials report, is selling about 7,200 donuts each day.
In October, the Service Plaza opened near Indianapolis International Airport. In additional to a fueling station, automated green car wash, automobile detailing and quick lube services, there are two restaurants, a Circle K convenience store, flight display monitors and restrooms.
Great food and drink
Interesting places to eat and drink continue to show up at airports and this year fresh additions ranged from the Shake Shack at JFK’s T4 and the first airport IHOP – which opened at Hartsfield-Jackson Atlanta International Airport – to Root Down at Denver International Airport, which operates with a decidedly “field to fork” flair.
The food-trucks-at-airports concept also expanded this year, with San Francisco, Sacramento, Tucson, Austin and Long Beach airports following the lead of Tampa International, which first invited food trucks to visit that airport around this time last year.
And then there are some interesting one-off ideas that we may see adopted by other airports during the next year.
Since February, Denver International Airport has had collection containers at four security checkpoints seeking donations of loose change for Denver’s Road Home, an organization that helps the homeless. Parking meter-style collection stations are inside the airport and so far this year, more than $69,000 has been raised.
In August, Vermont’s Burlington International installed a free-standing, pod-shaped Mamava Lactation Station to offer nursing and breastfeeding mothers a clean, comfortable and private space, post-security, to take care of business.
And this year, Dallas/Fort Worth International Airport not only made room for an automated kiosk that taught air travelers a simplified, life-saving CPR method called Hands-Only, this holiday season DFW is offering what could be a face-saving service for last-minute shoppers: free shipping for last-minute gifts purchased in the terminals.
(My round-up of the Best Airport Amenities in 2013 first appeared as my December 2013 At the Airport column on USA Today Travel.)
Have you encountered any great airport amenities this year? Please share your favorites below.
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