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Issue link: http://airportbusiness.epubxp.com/i/370519
INDUSTRY INSIDER 14 airportbusiness August/September 2014 WHAT SERVICES SHOULD THESE SHARED-USE LOUNGES PROVIDE? There are basic services that need to be there. They need to be warm and welcoming, feature basic services that satisfy the passengers need for food and beverages, and then offer connec- tivity. The lounges should provide computers and printers where people can be productive or simply catch up on social networking or e-mail. Restroom facilities are critical. A lot of people go into lounges because they believe restrooms in lounges are in much better condition than those on the concourse. Many places also offer showers so that if a customer has a long journey, they can jump in the shower and relax and refresh before their next flight. You can build a facility and put all of these things in it, but what really makes the difference is adding the hospitality experience. When passengers walk in the door, they should be greeted in a way makes them feel welcome. IS THERE A CERTAIN LEVEL OF TRAFFIC THAT AN AIRPORT NEEDS TO MAKE INVESTMENT IN A LOUNGE WORTHWHILE? First, you need to consider the markets your customers are traveling to. Is it a customer audience that really values and appreciates the need for a shared lounge? Volume is also very important. The lounge operator has to determine whether there will be enough volume to achieve the airport's revenue requirements. Airports have to be realistic when looking at how much they're going to charge or what kind of revenue return they're going to request from the lounge operator. ON THE PERFECT AIRPORT EXPERIENCE... I am a part of TSA PreCheck. I signed up for it when it first came out. I love it when the TSA PreCheck line is very visible, easy and convenient. I am also a Starbuck's lover. If I can get my Starbuck's, then find my way to the lounge and just relax for a few minutes in quiet solitude, that's the perfect experience. ON THE THING MORE AIRPORTS SHOULD HAVE… International airports always have pharmacies. They don't necessarily fill prescriptions, but you can go in and purchase a proper size bottle of lotion, shampoo or aspirin. It's post security. I find that to be just wonderful because I don't always know if there's going to be a convenience store near where I'm staying. Nancy Knipp took a three-week kickboxing course while traveling to Thailand. She says she's not a "sitting, watching, tour bus traveling" kind of traveler.