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Issue link: http://airportbusiness.epubxp.com/i/370519
INDUSTRY INSIDER 12 airportbusiness August/September 2014 travel stressful. There is a need to address that. Basic parts of the airport journey, such as navi- gating security, are also stressful. Travelers donÕt know what to expect and may wonder if they are going to get through security quickly, and then once they are past the security side, they wonder whatÕs going to happen then. Because the entire experience to a large degree is out of an individualÕs control, it creates stress at many touch points throughout the airport. It would be wise for airports to look at how they can start to give control, or at least the perception of control, back to the passenger so they know what to expect and how to handle things when the unexpected happens. WHAT SHOULD AIRPORTS ADDRESS TO IMPROVE CUSTOMER SERVICE? It almost goes without saying that the entire experience through security is something that is constantly evolving. Improvements need to be KNIPP'S TIPS FOR LOUNGE DEVELOPMENT f Location. Location. Location. It's all about location. It's great to have a lounge, but if you're in an area of the terminal or the concourse where there's very little traffic, your lounge is not going to be successful. You need a location that can generate the right amount of traffic. f Mouth Off. Customers need to know the lounge exists. Make sure your message is heard through sales and marketing support. Airports that have put together a solid joint marketing plan tend to do well. f Build Your Community. Airports need a network of corporations or partners in the community willing to support the lounge. Successful lounge operations have these partnerships in place and are willing to work with a shared-use lounge operator. Biometric ID Management Advanced Aviation Solutions A complete solution to serve as the heart of your security operations. In partnership with ¥ Unique, highly visible design ¥ Custom color, vinyl artwork ¥ Commercial grade durability ¥ Available through U.S. GSA Schedule 70 contract vehicle ¥ Discount on volume orders ¥ Fast delivery ¥ Continuous applicant vetting and adjudication ¥ Complete management of credentials and reporting ¥ Unsurpassed biometrics capability ¥ Exceeds TSA auditing requirements ¥ Compatible with most industry-standard devices and biometric types Expedite international passenger arrivals to minimize time spent in CBP clearance. Automated Passport Control Kiosk Contact GCR: Call 800.259.6192 or visit GCRincorporated.com/AirportIQ www.aviationpros.com/10131883