Stuck at the Airport

(More) tips for when you’re stuck at the airport

You can get stuck at the airport anytime.

But the government shutdown and mandated flight reductions are causing more delays, lots of cancellations and stresses galore.

So if you’re traveling soon, it’s a good bet you’ll be spending more time than usual in an airport.

The standard advice – show up early, pack your patience and be nice to fellow passengers, airport employees and airline staff – goes double, let’s say triple, right now.

But there are some other things you can do to keep your cool and reduce stress at the airport.

Study up

Download and/or bookmark all the apps and sites for your airport and airline (and some alternatives) and sign up for alerts.

TSA’s site is currently not offering real-time information on security lane wait times, but many airports are. Even if you’re a frequent traveler, do a refresh on you airport’s checkpoint locations and hours. Many airports, including SEA and DEN, have added and/or reconfigured some checkpoints in the past year and you may save time by using a new checkpoint location.

Lighten Up

Traveling light, without spending money and wait time on checked bags, is always a good idea.

It’s a savvy precaution during this shutdown/flight reduction episode.

Pack a light carry-on and you will be able to more easily pivot at the airport if you need to get on an alternate flight.

Make a checkpoint reservation

For those without TSA PreCheck or CLEAR, many airports offer a free program that works like a restaurant reservation and lets you skip the hassle of waiting on a long TSA security line.

Reservation appointment slots are limited, so it’s good idea to book ahead. But you may be able to make your reservation when you’re at the airport.

The program goes by different names at various airports and can sometimes can get you through the standard security lane faster than the TSA Precheck lane.

And now that TSA no longer requires that everyone take off their shoes at the standard lanes, that route is an easier experience. We booked a last minute SEA Spot Saver recently and were delighted to be escorted to the front of security lane and through screening before our friends in the TSA PreCheck lane.

Here are some of the airports that offer the program:

DEN Reserve at Denver International Airport provides access to a dedicated security lane. Appointments are available daily from 5 a.m. to 5 p.m. for flights departing between 6 a.m. and 9 p.m.

LAX Fast Lane at Los Angeles International Airport (LAX) for passengers flying out of Terminals 7 and 8. At Terminal 7 the hours are 5 a.m. to 1 pm. only.

MSP Reserve at Minneapolis-St. Paul International Airport (MSP) is offered at Terminal 1 from 3:45 a.m. to 7:45 p.m. at the North Security Point and in Terminal 2 from Noon to 4 p.m. at Checkpoint 2.

JFK Reserve at New York’s John F. Kennedy International Airport (JFK). Available only Terminal 4.

MCO Reserve at Orlando International Airport (MCO). Security screening times available from 5:00am to 5:00pm for flights departing between 6:30am and 8:30pm.

PHX Reserve at Phoenix Sky Harbor International Airport (PHX) is offered 24 hours a day at Terminal 3 and at Terminal 4 from 3:15 a.m. to 7:30 pm. at Checkpoint D for flights between 4:30 a.m. and 11 p.m.

SEA Spot Saver at Seattle Tacoma International Airport (SEA) is available daily from 4 a.m. to 10 p.m. at Checkpints 2 and 4.

Many free checkpoint reservation programs are managed by CLEAR, which offers several programs for expedited security screening.

But CLEAR currently does not list the airports where the free Reserve by CLEAR program is offered.

So, poke around the ‘security’ area of your airport’s app or website to see if a checkpoint reservation program is offered.

Which airports are tops in customer service?

IND AIRPORT CARD

Many modern-day airports mix transportation nodes with hospitality centers, focus on customer experience and offer fine dining outlets, luxury shopping outlets and full-service spas.

Which airports do it best? Each year, Airports Council International — the trade association of the world’s airports — conducts extensive passenger surveys to find out.

Here’s the story I wrote for CNBC.com on the results:

For its 2015 Airport Service Quality Award rankings, ACI surveyed more than 550,000 travelers worldwide about their traveling experiences. They ranked airports on everything from check-in and security to on-site amenities and food, beverage and retail options.

“Airports have evolved into complex, customer-focused businesses in their own right that in many cases are in competition with each other for passenger traffic,” said Angela Gittens, director general at ACI World.

“From duty-free and restaurants to ambiance, cleanliness, courtesy of staff, amenities, efficiency and more, air travelers are expecting big things from the airports through which they travel,” she added.

For the fourth year in a row, Indianapolis International landed in the first-place slot for airports in North America. The hub, which serves more than 7 million passengers a year, rolls out the red carpet for fliers who enter its gates. It has an extensive art program, many branches of local eateries, an apiary, a giant solar farm and a roaming robot that answers customer questions in real time.

“When you combine a beautiful facility with a generous dose of Hoosier hospitality, great things happen,” said Angela Cain, director of public affairs at Indianapolis’ Airport Authority.

“We are grateful to the hard-working Indianapolis Airport Authority staff, as well as our many business partners, for the customer service excellence they provide every day to our travelers,” she added. “We wouldn’t win this award, for the fifth time in six years, without them.”

Tied for second place among North American airports for 2015 were Grand Rapids’ Gerald R. Ford International Airport, Tampa, Dallas Love Field, Jacksonville and Ottawa.

Third-place for North American airports also resulted in a tie, for Austin, Detroit, Sacramento, San Antonio, and Toronto’s Billy Bishop Airports.

“These awards are particularly meaningful, because they are based on real-time feedback from our customers, while they are traveling,” said Thomas Naughton, CEO of Wayne County Airport Authority, which operates the Detroit Metropolitan Airport.

See the full list of ACI Airport Quality Service Awards for 2015 here.

In progress: wish list of airport amenities for 2014

Hilo Airport one mile

2014 will arrive in just a few days and here at Stuck at the Airport we’re making a wish list of amenities we’d like to see touch down at airports in the new year.

Here’s a list of some of the “wants” that have been sent to me so far. Feel free to add your own…

“More outlets”

“More massage places”

“Free basic Wi-Fi in all airports”

“CVS-type stores”

“Wireless recharging spots”

“More relaxation areas like those at Helsinki and Taiwan airports”

“More 10-minute manicures and Minute Suites”

“Working electrical outlets”

“More work desks”

We’re got a few more days to add to the list, so please let me know what fresh amenities you’d like to see in airports in 2014.

Minute Suites expands into DFW airport

Minute Suites

When you’re stuck at the airport sometimes you simply need a place to nap, work, rest or just be alone.

At Hartsfield-Jackson Atlanta International Airport, Philadelphia International Airport and, now at Dallas/Fort Worth International Airport, the folks at Minute Suites provide one option.

In each airport, travelers can pay $34 for the first hour in a private roomette with a daybed sofa, pillows, blankets, “noise neutralizing” systems and a “napware” audio program designed to help travelers get a power nap.Each suite also has a TV, work desk and internet access.

At the first of two planned DFW Minute Suite locations, which opened last week in Terminal D near Gate D23, travelers can also take showers – for $15 – with a suite rental – or $30, without.

Nice touch, Minute Suites. Now we just need to these in more airports. And maybe some happy hour-type pricing.

Surprised by Santa at Munich Airport

While I’ve had my share of long waits,  I’ve thankfully never been one of those passengers held hostage for hours on end on a plane waiting to take off or deliver passengers at an airport

So, last night, when the captain of my Lufthansa flight on a small plane heading from Munich Airport to Geneva – a one hour trip – announced we’d be sitting on the ground for at least an hour because snow removal had closed two runways, I thought “OK, now it’s my turn to be stuck on an airport for ten hours.”

I wasn’t prepared.  Neither my cell phone nor my laptop was fully charged. For food, I had a bag of licorice I’d bought as a gift.  And my book was in the carry-on suitcase I’d stuffed into the overhead bin.

I stole a look at my seatmate and at the people around me.  Were there kids or babies bound to start crying; who was likely to be traveling with good food or snacks; and were these going to be interesting people to be held hostage with on an airplane?

Luckily, I didn’t have to find out.

Within minutes of the pilot announcing our delay, flight attendants appeared with water and juice and trays of white cloth bags, each with a jolly embroidered Santa Claus on the front.

 

Inside each bag was a mandarin orange, a cheese sandwich on dark bread, a package of good cookies and a tiny chocolate Santa.

“Classy,” I thought. “Definitely not the bag of pretzels passengers would be getting if they were stuck on an airplane in the U.S.”

I immediately ate the chocolate Santa and half the sandwich. Then, already thinking like an airplane hostage, I  carefully re-packaged my snacks for later.

I didn’t end up having to swap that orange for a sweater, something to read  or the use of a charged cell phone to call my family or the hotel. After about an hour and a half of sitting out there in the snow, we were indeed on our way.

Good job, Lufthansa and Munich Airport. And thank-you, Santa!

 

 

 

Souvenir Sunday: travelwear from SUX, SEX, GIG, SIN and PEK

Each Sunday the focus here is on fun and offbeat stuff you can buy when you’re stuck at the airport.

This week, we take a look at some fun and offbeat stuff you can buy and take to the airport.

Air Wear, whose products are found on-line and in a shop at Los Angeles International Airport, has a fun line of travel bags, notebooks, coffee mugs and assorted travel accessories bearing logos for airport city codes around the world.

Right now the catalog includes logo-emblazoned items for airports in more than 130 cities. Included on the list are classics such as JFK, SFO and LAX, but GIG (Rio de Janeiro), MAD (Madrid), PEK (Peking) and SEX (Sembach, Germany) are also on the list.

Surprisingly, there’s nothing on the list from Sioux Gateway Airport in Sioux City Iowa, where the airport code is SUX. But that airport has its own line of SUX-memorabilia.

Don’t see your favorite airport on the Air Wear list? Don’t worry. For an extra design fee that’s a smidge less than $10 they’ll put the airport code of your choice on any of their stock items.

Curious about how airports get their codes?

Here’s a fun 300-second explanation from our buddy Kevin Maxwell:

Stuck at the airport – for a year!


Would you willingly spend your days stuck at the airport?

Dr. Damian O’Doherty did. For a year. I tracked him down for my “At the Airport” column on USATODAY.com. Here’s the story.

 

Dr. Damian O’Doherty has promised his wife that by June 30th, he’ll stop hanging around Manchester Airport.

The facility, which bills itself as “The big friendly airport in the North of England,” has undergone $135 million in improvements since 2007 and offers free Wi-Fi, a children’s play area, a tour-able Concorde in an aviation park overlooking the runways, and a day lounge with a giant track for playing the popular Scalextric car racing game.

Those amenities are appealing, but it’s the more mundane aspects of the airport that attract O’Doherty.

The 43-year old professor teaches organization analysis at the University of Manchester and, armed with a research grant, he’s spent this past year embedded at Manchester airport. His goal: to study the everyday habits of airport workers and passengers and the impact of the airport environment on staff and travelers.

“I wanted to take the idea of an ethnographic study from the traditions of anthropology and deploy this as an experiment to study airport ‘natives’ and their culture,” says O’Doherty, who lives 30 minutes from the airport rides his bike there and back.

For inspiration O’Doherty says he looked to the Chicago School of sociological ethnography, pioneered in the 1920s and 1930s, “in which scholars would inhabit street corners, taxi-dance halls, gangs and ghettos in ways that would challenge our assumptions about the society we take for granted.”

O’Doherty says his wife, an anthropologist, was both supportive of his project “and relieved that I was not going off to Siberia or the New York underground system – both popular sites for contemporary ethnographic study.”

Still, O’Doherty’s year-long study did pose some dangers. Although he insists he hasn’t “gone native” – a common concern with those embarking on anthropological studies – his daughter’s first word was “airport” and he has extended his project year by a few months. And while he has returned to his post and his students at the university, O’Doherty is still spending two or three days a week at the airport.

Borders and boundaries

Via email and a long Skype conversation that took him away from reading a bedtime story to his young daughter, O’Doherty shared some of the details of his year at the airport.

“It is the questions of borders and border-crossing that really interests me,” said O’Doherty. “Airports occupy and define a whole series of borders. Not simply the borders of a nation state but also borders between the terrestrial and extra-terrestrial. They are where land turns into sky, and man’s dream of flight finds realization.”
At ground level, O’Doherty said he wanted to see how an airport was constructed and managed, “who was pulling the strings behind the scenes, installing the security cameras,” and making the decisions. “I wanted the back stories,” said O’Doherty, “So I ended up working in an office with a team of construction project managers for whom the airport is a building site.”

Arriving with an academic background, O’Doherty knew little about construction or project management before starting his study of the airport. But because he was strictly observing the protocols of ethnographic research, he decided he had to acquire professional qualification as a project manager. So in addition to spending many evenings in the terminal building, “sometimes becoming confused whether it was day or night,” O’Doherty also spent time studying for the exams in project management, which he did pass.

O’Doherty found that the airport experience not only warped time but, at times, space. “As you get to travel behind the scenes, stepping out of the public concourse and into a ‘staff only’ area can be a little like that experience that Alice had when she stepped into her rabbit hole!” said O’Doherty. And while he agrees with that saying about an airport being the front door to a city, his observations have led him to consider an airport a city’s back door as well.

Life at the airport

During his year at the airport, O’Doherty made note of daily timetables, seasonal rhythms and patterns, and the wide variety of operational and maintenance procedures. He also observed the push and pull of passenger movements through the terminals, an experience he discovered is a closely studied and often highly managed sequence of routines.

O’Doherty spent time with the airport chaplains, who described themselves as “the conscience of the airport,” as they tried to aid distressed and emotional passengers. And he got to know Olly, a stray cat adopted, and now extremely pampered, by the airport administration. “It always struck me as slightly odd that when I would walk to the office of the senior management sitting outside would be a rather rotund, elderly, ginger cat,” said O’Doherty.

Now, as June 30th approaches, O’Doherty is getting ready to leave the airport routine and begin the task of turning thousands of pages of notes into a book. So far, he says can’t really generalize about air travelers and their behavior, but that “passengers do share a strange paradoxical condition of imprisonment and liberation.”

For its part, the staff at the Manchester Airport is anxiously awaiting O’Doherty’s findings.

“He managed to be here through all sorts of experiences, such as the inaugural Emirates A380 flight last year and our battles with ash clouds and snow,” notes John Greenway of the Manchester Airports Group. “So he’s really seen all sides of the airport and the nature of working in the aviation industry.”

Tidbit for travelers: MREs and more at Reno Airport

If you’re at an airport when disaster strikes, would you go hungry?

Not, apparently, at Reno-Tahoe International Airport.

According to the airport’s newsletter, there are always MREs (meals ready to eat) in storage in case there’s an emergency and people are stuck at the airport.

Happily, no recent emergencies warranted opening those packages, so as the expiration date on 1400 of the ration packages neared, the airport decided to donate the meals to the local food pantry.

MREs form Reno Airport

MREs from Reno Airport on their way to the food pantry

 

Don’t worry: the airport has ordered a fresh batch of MREs to put back in storage in case there’s an emergency in the future.

If you’re stuck at Reno-Tahoe International Airport when it’s not an all-out emergency, there’s still plenty to do. In addition to slot machines, art exhibits, pubs, free local calls and free WiFi, passengers who show a same-day boarding pass can squeeze in some free skiing or snowboarding at nearby Squaw Valley USA.

Souvenir Sunday: showers and sundries at SFO

Every Sunday here at  StuckatTheAirport.com is Souvenir Sunday: a day to unpack our carry-on and take a look at some of the fun, inexpensive goodies you can find for sale at airports.

This week’s souvenirs come from San Francisco International Airport, which is getting to ready to open the new and very much improved Terminal 2 to the flying public.  They will be a grand opening celebration for T2 on April 9th (anyone can go, but you’ll need to sign up for a free ticket). Virgin America and American Airlines begin using the terminal for regular flights on April 14th.

I’ve already posted a sneak preview of the terminal. See SFO T2 sneak peek -Part 1 and SFO T2 sneak peek part 2 – and check back later for more.

When I visited the new T2, the shops were not yet open, so I wandered over to the SFO International Terminal to see what I could find.  Sadly, the Sephora store is gone, but Freshen Up! is still there.

SFO showers

Located right next door to the Airport Travel Agency (on the Departures/Ticketing Level of the International Terminal, near the entrance to Gates G91-G102) and open daily from 7 a.m. to 11 p.m., this no-frills spot offers shower rooms, massage chairs, a place to iron your clothes and a wide variety of travel-sized items at surprisingly reasonable prices. 

SFO Freshen Up sundries

In addition to things like toothpaste, diapers, shaving cream and other sundries they also stock underwear, socks, shirts, pantyhose and other items travelers might find useful when they’re stuck at the airport on a long layover or while waiting for that delayed flight.

SFO FRESHEN UP -underwear for sale

A 20 minute shower at Freshen Up! will cost you $11. A 30-minute “deluxe” shower is $15 and includes shampoo, lotion, shower shoes a towel and nice soap. Store your bags at the travel agency next door and they’ll give you a coupon good for an upgrade from the standard to the deluxe shower.

Now that you’re clean – go shopping!

And if you see a great airport souvenir that’s inexpensive, ‘of’ the city or region and, ideally, a bit offbeat, please snap a photo and send it along. If your souvenir is featured on Souvenir Sunday, I’ll send you a special travel souvenir.

Resources for travelers affected by Japan earthquake

Here are some links and resources that might be useful as you try to figure out travel plans affected by the earthquake in Japan.

US State Department: travel advisory, links for resources, assistance and updates.

Tokyo Narita Airport

Haneda Airport (Tokyo International Airport)

Google’s Japan Person Finder

Google’s Crisis Response page – good round-up of resources.

Most airlines are canceling flights and offering flight waivers to/from Japan, so check your airline website for updates.

ANA

American Airlines

British Airways

Continental

Delta

Hawaiian Airlines

Japan Airlines

Qantas

Thai Airways

Singapore Airlines

United Airlines