Introduction
Globalization has led to an increase in air travel for commercial, economic, and personal reasons. However, as more people travel, the possibility of insecurities like terrorism and disease transmission has increased because waiting is an inevitable part of traveling, especially at airports. The terror attacks on September 11, 2001, encouraged the strengthening of security standards in the airports to prevent persons from causing harm to the innocent masses flying from different destinations (Bogicevic et al., 2017). The outbreak of communicable diseases such as Covid 19 has also become a threat to travelers. Some of the things that make people anxious and stressed out in airports are waiting for the flight information display. Therefore, to maintain customers’ composure and comfort, airports and airlines are adopting creative strategies to keep visitors at ease. All airports currently place a strong importance on providing seamless travel experiences for people. This article outlines the steps airport operators have taken to help travelers control their anxiety, remain cool, and reduce stress. These steps include technological innovations and curbing of communicable and respiratory diseases.
Making the Airport Experience More Calming
Airport operators have ensured technological innovation which has ensured that everyone experiences calmness by availing health and safety measures. Travelers used to undergo a thorough security inspection that required them to remove their shoes and bags. To identify the identity of passengers, airport operators have implemented modern technology. There has always been hoping that biometric systems, which primarily utilize facial recognition to identify passengers, will shorten check-in lines from curb to gate. The use of passenger interaction and the possibility of touching surfaces like screens on check-in kiosks that could be holding Covid-19 are also significantly reduced by this technique (World Economic Forum, 2020). Airports are becoming more frequently using this technology to handle the complete passenger flow, from when you walk into the airport until you get on the plane, and can provide you the social distancing required, forcing you to touch fewer objects and be contactless with other people. Therefore, these innovations can help travelers feel less stressed and make traveling through the airport simple.
Secondly, concerns regarding the role of air travel in the spread of disease and concerns about the safety of both passengers and crew have grown as a result of the Covid-19 pandemic. Public health can be defended by research that could offer reliable data on communicable diseases in air travel. The US Government Accountability Office (GAO) conducted stakeholder interviews for this project, speaking with federal officials, academics, union leaders, and members of the aviation sector (U.S. GAO, 2022). This outbreak has instilled anxiety among travelers as they fear contracting such diseases. The GAO was requested to assess how well the American aviation system was equipped to handle infectious illnesses. The National Aviation Preparedness Plan for Communicable Diseases has been developed by the Department of Transportation (DOT) in collaboration with appropriate partners, such as the Department of Health and Human Services. DOT acknowledges the need for a plan but advises public health organizations to take the initiative. This helps to trigger calming emotions in people at the airport.
Thirdly, signs from the surroundings that evoke pleasant emotions and sensations also foster a sense of safety and comfort for travelers. Airport operators are striving to reduce the various airports’ enormous sizes, which result in significant energy usage, but they have not ignored environmental issues. For instance, when building its second terminal, San Francisco International Airport paid attention to the value of low energy use. Utilizing less energy, the displacement ventilation system circulates more fresh air around the concourse. This move will also help to reduce the risks of people contracting respiratory diseases.
However, the practical organization, which makes it easy to navigate and get around, as well as an understandable sign system, lessens the sense of disorientation. Furthermore, the airport’s atmosphere and lighting have a crucial role in reducing stress. The traveling experience will be improved if the airport is well-lit and has sufficient air circulation. As they wait for their flight and go through security, the light will help them keep an eye on their bags to make sure they have everything they need. In essence, this certainty helps travelers feel less anxious and stressed.
Airport operators are also adhering to contemporary trends in consumer engagement and value co-creation. Establishing an open line of communication between experts and clients is necessary to maintain passenger confidence in the safety of air travel. Typically, it is organized through social forums, which can be held on the social media platforms established by the airport. Essentially, this allows travelers to communicate directly with airport officials or use the Question & Answer service to get all of their queries answered in advance. Face-to-face interactions with airline employees at airports can also help passengers feel less anxious because doing so enables them to address any potential biases or concerns more effectively.
Issues That Might Arise
The airport’s operators are aware of how stressful the environment is for those with disabilities, as seen by their anxiety over the term “Passenger with Restricted Mobility.” The phrase alone is a blatant sign of an absence of empathy on the part of airport staff (Angrave, 2017). It is suggested that the name be changed to People with Different Needs to be more accommodating. It is difficult for passengers with disabilities to navigate large airports’ layouts and the far gaps between gates, since crucial travel information isn’t always accessible to all travelers.
The 9/11 terror attack, which industry members are believed to be involved in, had a significant impact on the changes in how travelers navigate airports. The main problem is that there is no standard because airport operators will continue to make modifications to terminals, gates, and lounges to implement the most effective strategies that will enhance the traveler experience (Bogicevic et al., 2017). To provide travelers with a great experience and a stress-free atmosphere, airport operators around the world are making improvements.
Conclusion
In conclusion, any obvious indications of safety concerns cause anxiety, which raises stress levels in passengers. Airport managers seek to implement appropriate adjustments that will create a welcoming atmosphere and reduce tension among travelers. Since their safety is assured, these adjustments will enhance the customer experience and hence attract more clients. Conversations with potential clients encourage calmer feelings in those present at the airport.
References
Angrave. (2017). Does the PRM label restrict thinking? International Airport Review. Web.
Bogicevic, V., Bujisic, M., Bilgihan, A., Yang, W., & Cobanoglu, C. (2017). The impact of traveler-focused airport technology on traveler satisfaction. Technological Forecasting and Social Change, 123, 351-361. Web.
U.S. Government Accountability Office (U.S. GAO). (2022). Air travel and communicable diseases: Federal leadership needed to advance research. Web.
World Economic Forum. (2020). How is COVID-19 changing airports? Web.