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:
- ATM Services
- Gift Shops / News Stands
- Airport Websites
- Electrical Charging Stations
- Restaurants and Bars
- Lost and Found
- Parking / Taxi and Limousine Services
- Free Wi-Fi
- Pre-Security Pet Relief Facilities
- 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:
- Nursing mothers’ rooms and pods
- Post-security pet relief facilities
- Children’s play areas
- Airfield observation areas
- 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.”