Given that cheap fares, such as cheap airplane tickets, cheap vacation packages, and discount travel packages sometimes vary little between nearby airports, and that travelers often have multiple choices as to which airport to connect through, airports are trying to outdo each other to make themselves stand out as preferred departure points or preferred connecting airports for passengers who are unable to fly direct.
Fliers expectations have fundamentally changed in response to the dramatic air travel changes implemented since September 11, 2001. Before that date, friends and family could go directly to a gate to see a loved one off. Back then hard plastic seats and poor cafeteria food were the norm.
After 9/11 the government significantly increased airport screening monitoring, causing security lines at some airports to grow to previously unimagined lengths.
Suddenly passengers could not take liquids through security checkpoints and were separated from friends and family members who had previously served as distractions while waiting for a flight. The end result was that travelers frequently found themselves with hours to kill at the airport and nothing to do.
Passengers waiting to take off at airports tend to be trapped there and become a captive audience. A new consumer group was born.
Phoenixs Sky Harbor International airport claims that it is Americas Friendliest Airport. In early April the airport opened its $1.6 billion transportation system that connects passengers between an airport terminal, a parking lot, and a light rail station, all free of charge.
The transportation system is only the most recent in a long list of amenities offered by this airport, including free Wi-Fi, gourmet local restaurants, and smartphone apps that make it possible for passengers to have food delivered directly to their gates, as well as report restrooms in need of cleaning.
Airports are racing to remain competitive or gain an edge in the amenities they offer particularly since many fliers will go out of their way to avoid connections to their least favorite airports.
Predicting what amenities will become standard at domestic airports in the future is tricky. Travel experts suggest that U.S. airports should look at international airports for clues. Singapore Changi Airport is home to the worlds largest airport slide, a movie theater, and several gardens. It is committed to creating a fun atmosphere.
Airports are going to have to stay flexible if they want to remain competitive. Some American airports are still debating whether to install additional power outlets or provide free Wi-Fi.
Communities are increasingly viewing airports as exciting gateways for travelers. Many tourists who visit a city for a first time develop a first impression of that city at the airport.
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