Cell Phones

Airports add pet potties & play areas; dump pay phones, banks

Modern-day airports no longer concentrate solely on being gateways to help passengers get from here to there.

That’s still their key role, of course. But today the focus is also on making the airport experience efficient and enjoyable for travelers – and profitable for the airports – through an ever-improving mix of dining and shopping options and an evolving mix of amenities.

“Whether engaging with passengers through an animal therapy program to instill a sense of calm in a busy terminal or providing ample electrical charging stations for mobile devices, airports are committed to not only meeting passengers’ expectations but exceeding them.” said Kevin Burke, president and CEO of Airports Council International – North America.

A recent survey by the airport membership organization identified the top 10 airport amenities in North America, the top amenities airports are adding and several amenities many airports say they will likely be eliminating in the next few years.

According to ACI-NA’s Passenger Amenities Survey, the top 10 most commonly offered airport amenities and services are:

  1. ATM Services
  2. Gift Shops / News Stands
  3. Airport Websites
  4. Electrical Charging Stations
  5. Restaurants and Bars
  6. Lost and Found
  7. Parking / Taxi and Limousine Services
  8. Free Wi-Fi
  9. Pre-Security Pet Relief Facilities
  10. Food and Beverage Vending Machines

No surprises there, but among the amenities on the rise are some designed to make traveling with kids – and pets – a bit easier:

  1. Nursing mothers’ rooms and pods
  2. Post-security pet relief facilities
  3. Children’s play areas
  4. Airfield observation areas
  5. Adult changing and washroom facilities.

In part to make way for these new amenities, airports say that over the next three to five years they’ll be phasing out and, in some cases, eliminating a few other amenities.

So get ready to say goodbye to smoking rooms, payphones and bank branches at airports.

ATMs are plentiful at many airports, but staffed bank branches are already quite rare.

One holdout is Minneapolis-St. Paul International Airport, where there is a branch of Wings Financial.

“The local bank has a built-in customer base, as they began as a credit union for airline and airport employees,” said airport spokeswoman Melissa Scovronski, “So we don’t expect to eliminate that service.”

Smoking lounges still exist at just a handful of major U.S. airports, including Washington Dulles International Airport and Hartsfield-Jackson Atlanta International Airport, but in 2016, Salt Lake City International Airport closed all its smoking rooms and by the end 2018 the last remaining smoking lounge at Denver International Airport will end its contract.

And those once ubiquitous banks of pay phones at airports are being replaced with charging stations or making way for other services.

Seattle-Tacoma International Airport removed the last of its payphones in 2016.

With the rise of cell phones, “Folks simply don’t use pay phones,” said SEA spokesman Brian DeRoy, “And there are hardly any companies now that want to have the financial burden of taking on a pay phone contract for a very limited number of users.”

Austin-Bergstrom International Airport has also ditched all its payphones, but provides a courtesy phone for free local calls next to the information desk on the baggage claim level.

“Our information desk staff can also make calls for passengers when needed, such as when cell phones batteries are dead,” said AUS spokesman Derick Hackett.

The number of payphones is being steadily reduced, but not yet eliminated, at airports in Dallas/Fort Worth, Minneapolis and Chicago, where there are now 503 payphones at O’Hare International (down from 650 five years ago) and 174 payphones at Midway International (down from 180).

“The payphones taken off line were removed because of low usage, requests from the airlines due to construction in their gate areas and repurposing of space for revenue producing ventures,” said Gregg Cunningham of the Chicago Department of Aviation, but some will remain “because they are still a necessary means of communication for some customers.”

At Reno-Tahoe International Airport, free local or toll free calls can be made from any courtesy phone in the airport.

“In 2008, AT&T ended their payphone contract at the airport, at same time they pulled out of shopping malls and other public buildings due to decreases in revenue,” said RNO airport spokeswoman Heidi Jared, “But the airport authority knew an option was needed to fill that void since not all travelers have a cell phone.”

And, totally bucking the no-payphone trend, thanks to a deal dating back to 2012, Denver International Airport still has about 200 payphones in the terminal and on the concourses that provide unlimited free national domestic calls and international calls that are free for the first 10 minutes.

(A slightly different of this story about airport amenities appeared on CNBC)

Airport amenities coming – and going – soon

 

Airports – good ones –  do their best to offer service and amenities that will make your time in the terminal bearable and, increasingly, enjoyable.

What amenities are offered most?

What amenities are airports poised to add?

And what amenities are disappearing from airports?

 

The folks at Airports Council International – North America (ACI-NA) did a survey of their members to find out and are sharing the results today of the 2017 ACI-NA Guest Experience Management and Passenger Amenities Survey.

The top 10 most commonly offered airport amenities and services in 2017 are:

  1. ATM Services
  2. Gift Shops / News Stands
  3. Airport Websites
  4. Electrical Charging Stations
  5. Restaurants and Bars
  6. Lost and Found
  7. Parking / Taxi and Limousine Services
  8. Free Wi-Fi
  9. Pre-Security Pet Relief Facilities
  10. Food and Beverage Vending Machines

No big surprises there, but ACI-NA found out that over the next three to five years, passengers can expect new and expanded airport amenities and services such as:

  1. Nursing mothers’ rooms and pods
  2. Post-security pet relief facilities
  3. Children’s play areas
  4. Airfield observation areas
  5. Adult changing and washroom facilities.

And, as passenger needs change, ACI-NA notes, airports are beginning to phase out unnecessary or redundant amenities and services.

So, get ready to say bye-bye over the next three to five years to: payphones, banking services, and smoking rooms at airports.

Why no more pay phones?

“Pay phones take up a lot of valuable real estate considering their low usage now in the smart phone age,” said ACI-NA spokesman Scott Elmore, “They are being replaced with electrical charging stations and free Wi-Fi to keep people connected.”

But what about kids or people who don’t have cell phones. Or have cell phones that are out of power?

“Airports are very cognizant of the need to remain accessible,” said Elmore, “So we expect to see the deployment of more courtesy phones with free local and international calling or calling cards for passengers in need.”

Gadget glitch at ORD Airport? The Geek Squad is there.

geek squad at ORD

Pretty much everyone travels with an electronic gadget -or three – these days, and sometimes those gadgets get finicky.

If that’s what’s happening when you’re at Chicago O’Hare International Airport from now through December 23rd, there’s free help at the ready.

Best Buy Geek Squad Agents are stationed in O’Hare’s Concourse H from 8 a.m. to 5 p.m. CST daily offering free tech tips and gadget advice, complimentary service on handheld devices, charging stations and tablets and desktop workstations for surfing the web, playing games or shopping for last-minute gifts.

geek squad

Not near Concourse H? Don’t fret. The Geek Squad is sending agents out into the terminals will backpack charging stations and advice.

Got a gadget glitch at the ORD Shoe Hospital, the airport’s aeroponic garden or while waiting for your meal at Tortas Frontera? Tweet to @GeekSquad with #MissionORD in the message and they’ll come to you.

24/7 donuts at Denver Airport’s new cell-phone lot

Construction is underway at Denver International Airport to replace the old cell phone lot with a service oasis called “Final Approach.”

DEN AIRPORT NEW LOT

Rendering of Denver International Airport’s new cell-phone waiting lot and amenity oasis.

 

According to airport spokesman Heath Montgomery, the new waiting lot will be across from the original lot and have 269 parking spaces as well as free Wi-Fi, a kid’s play area, indoor seating complete with iPads built into tables, indoor restrooms and flight info boards in the parking lot and inside.

There will also be four new restaurants: a 24-hour drive-thru Dunkin’ Donuts, a Subway, a Baja Fresh Mexican Grill and a ZPizza, which will have organic ingredients and gluten-free option on the menu.

Opening day is set for sometime in September.

Airports improve the pick-up experience. With cellphone lots.

TAMPA CELL PHONE LOT

When grandma is flying in for a special occasion, you’ll find a spot in the airport’s short-term parking garage, go into the terminal and wait where you’ll be sure to see her when she exits the secure area.

But if it’s “just” a friend coming in for the weekend or a spouse coming home from a quick business trip, these days you’re likely to wait in your car in the cellphone lot, have your friend or family member call you when they’ve landed and then drive over and make a quick pick-up at the curb.

Cellphone lots offering free, short-term parking near airports are now available at most large, medium and many small airports. But just ten years ago, none of these lots even existed. Their presence at airports is the result of two post-9/11 trends we now take for granted: heightened concerns about security outside the terminals and the growing number of people using cellphones.

After 9/11, motorists waiting for passengers to arrive were no longer allowed to clog up roadways outside airport terminals by idling for a long time at the curb, or leaving a car parked outside baggage claim and running inside to greet a passenger. It’s hard to believe now, but in the “old days,” many airports would let you do that.

To cut down on congestion caused by drivers who instead began circling terminal lanes over and over, in 2004 airports such as Los Angeles International and Seattle-Tacoma International came up with the idea of directing drivers to free, off-site parking lots where they could wait for an arriving passenger with a cellphone to call for a pick-up. At least a dozen airports had cellphone waiting lots by the end of 2004 and today it’s rare – and irritating – to find an airport without one.

“Security concerns and technology have definitely driven the rise of this airport amenity” said Debbie McElroy, spokesperson for ACI-NA, the organization that represents most North American airports.

But so has economics. In the past, many airports gave drivers a grace period in the parking garage, anywhere from 15 to 60 minutes, to allow them to go into the terminal and meet a passenger. But most of these free parking sessions have been eliminated as airports try to maximize revenue generated from their parking garages. “Airports still want to provide good service to their communities,” said McElroy, “so when they cut free parking they’ll often add a cellphone waiting lot nearby.”

And while many cellphone lots are put on property an airport wasn’t using for anything else, the lots do have costs. “You have to establish them, maintain them and make sure you have periodic security checks,” McElroy said. “And in some airports, the lots are on land that could otherwise be put to use generating some sort of revenue.”

But cellphone lots are now so popular that many airports are now expanding theirs and adding amenities for waiting drivers such as free Wi-Fi, vending machines, restrooms (portable and permanent) and electronic reader boards displaying up-to-date flight arrival information.

At Fort Lauderdale Hollywood International Airport, community outreach coordinator Allan Siegel says the airport offers a flight-status screen as well as emergency services for vehicles with a flat tire or dead battery. And at the Austin-Bergstrom International Airport, there are flight information display monitors, restrooms and regular food truck service offering Mexican food, Panini sandwiches, salads, appetizers and drinks.

TAMPA CELL PHONE FOOD TRUCK

Tampa International Airport has vending machines, restrooms, real-time flight information, free Wi-Fi, and electric vehicle charging stations in its cellphone lot and, before the holidays it began a 30-day experiment with having food trucks on-site as well, a different one each day.

The experiment has been such a success that the trial period has been extended. The airport is even posting the food truck schedule on its Facebook page.

“Other airports are watching Tampa to see how successful they are in doing this,” said McElroy, “And I think there’s probably room for other airports to contract with vendors to offer more services and amenities at their cellphone lots as well.”

What others kinds of services and amenities might be added?

Tim O’Krongley, assistant aviation director for the San Antonio Airport System, said there’s been some discussion about adding food truck service at San Antonio International Airport. And when Seattle-Tacoma International Airport opens a new, larger permanent cellphone lot next spring, free Wi-Fi and some food options may be added as well.

But here are some other options that might make cellphone lots even more enticing: drive-through espresso stands, exercise stations, playgrounds, fresh flower stands and coin-operated car washes and vacuums to encourage drivers to clean up their cars before going in for the pick-up.

What amenities would you like to see at an airport cellphone waiting lot?

(Photos courtesy Tampa International Airport)

(My story: Airports improve the pick-up experience first appeared on USA TODAY)

Cellphones on airplanes? Debate continues.

Should passengers be allowed to use their cellphones on airplanes? In the U.S. it’s not allowed. Outside the United States, some carriers already allow it.

Here’s my recent msnbc.com article on the topic.  After you read it, please add your vote to the on-line survey .

(Last time I checked, 85% of voters said “On airplanes, everyone should just shut up and fly.”

What do media magnate Arianna Huffington and Hollywood heartthrob Josh Duhamel have in common? They’ve both been busted for using their cell phones on airplanes.

Over the weekend, on a New York-bound flight from Washington, D.C., Huffington reportedly failed to turn off her mobile device, inciting the ire of an unimpressed cabin mate. Last month, Josh Duhamel was escorted off a plane in New York because he wouldn’t turn off his BlackBerry.

These high-profile skirmishes are two of the latest examples in the debate over whether to allow in-flight cell phone conversations.

In Europe, the Middle East and Asia, airlines that wire planes for connectivity can install special equipment to allow passengers to use their own cell phones to make and receive calls.

Domestic airlines own about 90 percent of the world’s connected planes, but federal regulations still ban the use of in-flight mobile calls.

And while Uncle Sam doesn’t outlaw mid-air communications made using Skype or other Voice over Internet Protocol (VoIP) services, every U.S. carrier offering broadband has directed service providers such as Aircell/Gogo and Row 44 to block all voice calls and disable the VoIP function.

The disconnection may get wider.

At the end of 2010, more than 2,000 airplanes were wired for connectivity. “We expect that number to increase by 50 percent this year, to roughly 3,000 planes worldwide,” said Amy Cravens, a market analyst for In-Stat.

With more international carriers jumping on the connectivity bandwagon, much of that growth will likely be represented by jets owned by airlines planning to, or already providing, mobile phone service.

And unless something changes in the U.S., some analysts worry the only travelers who will be unreachable by mobile phone will be those flying in U.S. airspace.

International travelers chat away


After deciding that mobile phones posed no threat to safety, the European Aviation Safety Agency lifted its ban on in-flight cell phone use in 2007.

Since then, OnAir, AeroMobile and a variety of their equipment partners have been working with many international airlines to install equipment that allows mobile phone calls in addition to other entertainment and communication services.

Oman Air, Egypt Air, Libyan Airlines, Qatar Airways and Royal Jordanian are among the airlines that currently offer in-flight voice calls on many of its aircraft. British Airways allows mobile phone use on a single route: an all-business class flight between London and New York. Malaysia Airlines and others are conducting trials before committing to a formal rollout of a mobile phone service.

“Emirates is the airline everyone is watching with regard to passenger acceptance of in-flight calls; and of course, whether the service is commercially viable,” said Raymond Kollau, a market and trend analyst for Airlinetrends.com. The carrier operates 90 jets equipped with in-flight connectivity.

“People have been able to use their mobile phones on our planes for about three years now,” said Patrick Brannelly, Emirates’ vice president for product, publishing, digital and events.

Cell phone users made between 15,000 and 20,000 calls per month from Emirates flights in 2010, Brannelly said. “Each call averaged about two minutes. And during that year we had only one complaint,” he said. “Now the complaint we’re hearing from passengers is why we don’t have the mobile phone service on every aircraft.”

But not all international carriers are rushing to provide the service.

Based on feedback from a 2008 test of in-flight mobile phone service, Air France spokesperson Karen Gillo said the airline now considers mobile phone calling “a future option … [We] don’t have any current plans to implement it fleet-wide.”

Ryanair offered in-flight mobile calling for a while on 50 aircraft, Kollau said. “However, OnAir, who provided the service, decided to stop the partnership reportedly because of a dispute in revenue sharing.”

While Lufthansa recently relaunched its FlyNet onboard Internet system, which could allow voice communication, the airline’s research suggests it’s not a good idea. “Repeated surveys among our customers show that our passengers value a quiet environment without cell phone usage,” said spokesperson Christina Semmel.

Cathay Pacific Airways, though, is determined to offer voice calling to passengers. The airline offers broadband Internet service, and supports BlackBerrys and other smartphones. “When we tested this suite of services with our passengers, all were popular, but voice calling was certainly the most polarized,” said Alex McGowan, head of product for the airline. “We recognize that some passengers are against the concept, and we will ensure that their fears around the ‘nuisance’ factor are not realized.”

Calling U.S. carriers


Back in the states, the regulatory ban and public debate over in-flight phone calls continues, but opposition may be waning.

In 2005, the Bureau of Transportation Statistics asked about 1,000 households if, barring safety issues, cell phones should be allowed on airplanes. Thirty-nine percent said “definitely” or “probably.” Four years later, nearly 48 percent of respondents gave the same answers.

The “Halting Airplane Noise to Give Us Peace” Act of 2008, the so-called Hang-Up Act, was approved by the House Transportation and Infrastructure Committee but never became law. However, parts of that proposal, which sought “to establish prohibitions against voice communications using a mobile communications device on commercial airline flights” could end up in another bill that comes before the new Congress.

The Association of Flight Attendants opposes the use of cell phones in the cabin. “As first responders, we must be able to assess the cabin for any suspicious activity. If 50 passengers are on their cell phones, holding 50 separate conversations, it makes it increasingly difficult to identify any potential threat to the safety and security of the cabin,” said Veda Shook, president of AFA International.

Those phone conversations may be taking place before the jet takes off, but Mary Kirby, senior editor for Flight International, said flight attendants won’t have to deal with them in the air. “There are a finite number of communication lines — typically six to 12 lines per aircraft — which limits the number of simultaneous calls at any one time,” she said. “And aircraft noise drowns out much of the sound.”

As for passengers worried about having to listen to a seatmate yapping away on the phone, costly roaming charges usually dissuade long phone calls. And although a Southwest passenger was recently charged with misdemeanor battery for striking a teenager who didn’t turn off his iPhone when requested, Kirby said: “I am not aware of a single issue of air rage due to in-flight cell phone use.”

Paperless boarding passes: benefit or bother?

We’ve all become accustomed to checking in for our flights on-line and printing out our boarding passes at home or at an airport kiosk on our way to the security checkpoint.

Now the TSA is working with five airlines and 70 airports to test paperless boarding passes.

Here’s how it works: When a traveler checks in on-line the airline emails a boarding pass in the form of a 2-D barcode that can be downloaded to a smartphone. The barcode on the phone can be scanned at the security checkpoint and by the airline gate agent; just like a paper pass.

It’s sound great, doesn’t it?

. But as I wrote in my most recent msnbc.com column – Going paperless: Tech-savvy air travelers on board – it’s probably not a good idea to disconnect your printer just yet. Electronic passes aren’t accepted everywhere. And they’re not fool-proof. “One of the first times I used one, my phone browser refreshed and I lost the boarding pass 30 seconds before boarding,” recalls Walter Hopgood, a frequent business traveler from Damascus, Oregon.

Path to paperless

Some airlines in Europe, Canada and Asia have been using paperless boarding passes since early 2007, but the United States has been behind the curve on adopting the new technology.

Why?

“We were slower to get Internet access on cell phones, slower to get affordable data plans on cell phones and slower than Europeans to start using cell phones for accessing data,” said Henry Harteveldt, a travel industry analyst for Forrester Research.  But it’s also because the TSA has been very cautious, says Catherine Mayer, vice president of airport services at SITA, an information technology company serving the aviation industry. “The agency had additional security requirements it wanted airlines to meet before it would allow paperless boarding to be introduced here.”

Continental, the first airline to work up software to meet TSA’s authentication standards, kicked off the TSA’s pilot program for paperless boarding in December, 2007. Now the test program includes five U.S. airlines (Alaska, American, Continental, Delta and United), 71 domestic airports and Frankfurt Airport in Germany.

“Airlines are able to streamline the airport experience for passengers,” said Justin Taubman, the program manager for TSA’s mobile boarding pass program. “And the TSA is able to enhance the security of the boarding passes.”

Good to go?

While electronic boarding passes do save paper and time while heightening the TSA’s ability to detect fraudulent boarding passes, the pilot program is not glitch-free.

Some passengers encounter scanners with spent batteries or security-checkpoint staffers untrained or uninterested in the mobile pass pilot program.  When Justin Meyer of Kansas City showed up at 5 a.m. at a Fort Lauderdale, Fla., security checkpoint armed with his electronic boarding pass, a TSA employee pressed him for paper. “I didn’t have it,” Meyer recalled, “so I had to wait about 10 minutes while they found the scanner and plugged it in.”

Other travelers have stored a paperless pass on a smartphone that has lost its charge. Or they’ve sailed through the TSA checkpoint paper-free, only to discover that an airline is using a gate without a scanner. Or they’ve discovered some airlines only deliver one paperless pass per smartphone — and that won’t work if you’re traveling with a family of four.

“Like any new technology or service, there needs to be a transition period when everyone is learning the way to proceed,” said Steve Lott of International Air Transport Association, an industry trade group.  And so for now, notes Shashank Nigam of the airline consulting firm, Simpliflying, “Paperless boarding may very well remain an early adopter thing until all airlines and airports fall in line.”

That may not be too far off. TSA’s Justin Taubman says the agency is currently working with vendors to develop equipment for a new boarding pass scanning system. “Once the new Credential Authenticating Boarding Pass Scanning System, or CAT/BPSS, is in place,” he said, “the pilot project will become an official TSA program.”

And we’ll have to learn a new acronym.

You can read my original column – Going paperless: Tech-savvy air travelers on board – and see some reader comments – on msnbc.com.

Free ride over at BWI airport

BWI parking garage

For years, a nice perk at Baltimore-Washington Thurgood Marshall Airport (BWI) has been free 30-minute short-term parking. It meant you could drive someone to the airport and, instead of rushing them out of the car at the curb, you could park, help carry in their suitcase, and walk your friend or family member to the terminal.  The perk also worked in your favor if you were picking someone up at the airport, if their flight was on-time.

You can still do that, of course. But those first 30 minutes of parking at BWI airport are no longer free. Now it will cost you $2.

BWI parking garage 2

Why the change? With the downturn in travel, airports everywhere are looking around for new ways to earn money.  BWI figures it can make $500,000 a year from charging for the short term parking. (There’s more information about BWI’s decision in the Baltimore Sun.)

While some small airports still offer free short term parking (and a few really small airports offer free parking all the time), most large airports don’t offer any sort of free short term parking anymore.

Unless you count the cell-phone lots where, for now, the parking does seem to be free.  But who wants to lay odds on which airport will be the first to start charging for that?

Do you know of an airport that still offers free short term parking?  If so, please leave a comment below.

Southwest Wi-Fi to filter for pornography

Earlier this week, Southwest Airlines announced that it was finally testing in-flight Wi-Fi on two planes and plans to being testing the service on four planes in just a few weeks.

The service is provided by Row 44, which provides Wi-Fi via aircraft-to-satellite technology.  The service will be free during an initial testing phase and will allow passengers to access the Internet via laptops, iPhone, and Wi-Fi enabled smart phones.

Cellular phone service won’t work with Southwest’s in-flight Wi-Fi service. And while VOIP will be blocked for passengers, it will be available for the cockpit and cabin crew.

That opens a lot of possibilities.   Good and bad.

Also, while Southwest is heavily touting the fact that it’s wrapped one of its airplanes with a decal featuring the cover model from the 2009 Sports Illustrated Swimsuit Issue, according to Row 44’s president and co-founder Gregg Fialcowitz, Southwest Airlines will be filtering on-board Wi-Fi to block sites that might contain pornography.

Sort of a mixed message there, don’t ya think?

southwest-si

southwest