After many decades of flying, I’ve now passed through 300 airports. It’s a slightly ridiculous milestone, but it does give me a bit of authority when I say what makes a great airport and what makes a terrible one. There are seven things that win me over with airports: 1. Effortless passenger movement I have a visceral reaction to moving through Terminal 3 at Heathrow. Hell, for me, would be walking its long, narrow corridors, passing under its yellow signs and climbing the same stairs to security again and again. The whole terminal makes me…
passenger experience
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To the Authorities: Five Steps to Better Travel, Please
I shared last week about my 2023 travel experiences. As we look forward to 2024, there are five things that “those in charge” need to do to make travel markedly better. Treat Your Customers with Respect Too often, passengers are herded bewildered into long lines and then alternately shouted at or ignored. I believe this stress and the points above are helping to contribute to a lack of civility from passengers who push back at staff and each other. Can we send all staff globally to Tokyo Haneda or Singapore Changi Airport (pictured) to watch…
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