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The evolution of the passenger experience on the airport concourse
Journal of Airport Management,
10
(3),
283-290
(2016)
Abstract
In this paper we will explore the key functions and features of the post-security airport departure concourse. These concepts should be considered in order to underpin the passenger experience in future terminal design. In addition to catering to passenger needs and expectations, they must also serve as a significant non-aeronautical revenue-generating area of the terminal building. Providing for customer needs will improve the experience in this area of the airport with the greatest passenger dwell time, while also potentially boosting an airport’s financial performance. Some of the features and amenities available to passengers when they arrive on the post-security airport departure concourse are rapidly evolving as a result of increased individual focus on modern technology. This drives airport operators to meet a changing set of needs and expectations, without forgoing the basic demands that must be satisfied. This paper will examine the spectrum of concourse features, from wi-fi and location-based services to the basics of concourse restrooms. Ultimately, meeting traveller needs and expectations serves to alleviate passenger stress, creates a pleasant airport experience and increases airportgenerated revenues.
Keywords: concourse; non-airline revenue; passenger experience; holdrooms
The full article is available to subscribers to the journal.
Author's Biography
Andrea Goodpasture is currently a manager at Southwest Airlines in the airport affairs department. Her primary responsibilities include the supervision and acquisition of airport properties and the negotiation of airport leases in various cities. A native of Maryland, Andrea began her career at Southwest over 15 years ago as the marketing representative for southern New England in Providence, RI. In 2002 Andrea returned to her Maryland roots to serve as an area marketing manager in the Baltimore-Washington area. During her time in this role, Andrea held sales and marketing responsibilities for the Baltimore-Washington, western New England and southern New England regions. In 2004 she relocated to Dallas, TX, to work in marketing planning, analysing traffic and revenue, and developing marketing strategies. In 2006 Andrea accepted her current position in the airport affairs department. Andrea received her Bachelor of Arts from McDaniel College (formerly Western Maryland College) in Westminster, MD and her Master of business administration from the University of North Texas in Denton, TX. Andrea currently makes her home in Richardson, TX, with her loving husband, energetic son and active black Labrador.
Steve Hubbell is currently a senior manager at Southwest Airlines in the airport affairs department. His primary responsibilities include the supervision and acquisition of airport properties and the negotiation of airport leases at several of Southwest’s largest operations, including DEN, LAX and SAN. He began his career at Southwest in 1992 as an analyst in revenue management, In 1994 Steve accepted a position in cargo management to be part of the early efforts to apply the revenue management practices of the passenger business to the airline’s cargo business. In 1997 he accepted a position in the airport affairs department. Steve received his Bachelor of Science degree in aviation management from Arizona State University. He resides in Richardson, TX, with his wife, four children and two dogs.
