Centerlines - June 2013 - (Page 26)

CUSTOMER SERVICE Partners in a better passenger experience BY BÉNET J. WILSON Strategic design focuses on creating a calming, easy-tonavigate environment A united front between all parties is critical A San F Frascisco’s Terminal 2 aims to provide passe passengers stress relief through design. The future of airport design includes key elements needed to enhance the passenger experience. 26 CENTERLINES | JUNE 2013 s travelers are spending more time in terminals, airports in the United States and Canada are working harder to ensure that passengers have a better experience in their facilities. So airports, designers and even the airlines are working together to provide their customers with a more personal experience. That experience begins with an airport’s design. Keith Thompson is a principal at San Francisco-based architecture and design firm Gensler, leads the company’s aviation practice and sits on the board of ACI World. Gensler’s airports projects include San Francisco’s Terminal 2, JetBlue’s Terminal 5 at JFK, Terminal B at Mineta San Jose and Detroit Metro’s North Terminal. San Francisco’s Terminal 2 has been lauded for amenities and features that appeal to passengers, and the facility won Executive Travel magazine’s Leading Edge Award in 2011. Thompson credited airport director John Martin for giving the design team license to do something unconventional with the terminal. Relieving stress Among the terminal’s unique characteristics is a feeling of hospitality, said Thompson. “There’s a hotel feel to the terminal, and it offers passengers a more calming experience,” he said. “Travel these days is hectic, and security is the most stressful part. So Terminal 2 features a calming oasis in the recompose area, which is open and naturally lit.” Concessions have also become an important part of the airport experience, said Thompson. “Terminal 2’s food and beverage concessions offer a great variety to eat, along with a 360-degree view of all the

Table of Contents for the Digital Edition of Centerlines - June 2013

President's Message
Canadian Airports
Associates' Corner
Policy Corner
The Control Tower
On the Hill and on the Stump
Cover Story: Privatization
Customer Service: Partners in a Better Passenger Experience
Marketing Perfecting-And Protecting-Your Brand
Now Underway
Grand Openings
New Members
Index of Advertisers/
Box Scores

Centerlines - June 2013