Airport restrooms are a seemingly unavoidable part of travel, but many travelers steer clear of them anyway, resulting in losses for resident food and drink businesses.
A study completed by Tork recently found that 38% of people surveyed refrain from eating and drinking while in public to avoid having to use the restroom.
Tork adds, “In fact, our recent research shows 44% of people feel anxious about using public restrooms when leaving their home.”
Implications for Airports
This response has the potential to significantly impact airports, as they house businesses that depend on food and drink sales, such as restaurants, cafés, bars and convenience stores.
According to the Transportation Security Administration (TSA), airports in the United States experience consistent foot traffic of over 2 million travelers per day, with more than 4.3 million travelers reported in the first two days of April 2025. Considering Tork’s survey results, that implies a potential for roughly 760,000 people per day to withhold their patronage from airport businesses to prevent public bathroom usage.
In response to the lack of awareness about inclusive hygiene, Tork created the Coalition for Inclusive Hygiene to learn and share information about how inclusive hygiene can significantly improve public restrooms.
In the following Q&A, Regional Manager, Commercial Segment at Tork Katrin Ferge discusses what inclusive hygiene is and why it’s important for businesses—like airports—to implement it.
Q: What’s some recommended language and/or methods to use at a management/internal level to foster awareness of inclusive hygiene?
A: It's a great question because awareness is the key element here. Honestly, most people are unaware of the hygiene barriers people face in public restrooms unless they are the ones facing the barriers themselves.
People face barriers to hygiene in public restrooms for all kinds of reasons. Someone who is neurodivergent may be sensitive to loud noises coming from an air dryer. A parent with a young child may struggle to wash their child’s hands or change a diaper based on how a public restroom is set up. Someone with arthritis may have difficulty operating a hand towel dispenser. Or people with skin sensitivities, such as eczema might have a skin reaction to a harsh soap or hand sanitizer. The list goes on and on.
These examples underscore the importance of recognizing and understanding the diverse experiences people encounter while using public restrooms—and we can generate much greater awareness for this concept of “inclusive hygiene” by sharing these types of real-life examples.
After all, the restroom matters more than you think. In fact, poor restroom experiences impact business reputation and revenue, as customers may avoid purchasing food/drinks, leave poor reviews and much more. And this is more important than ever, as most airports are now operating as commercial entities and must generate economic returns.
Consequently, non-aeronautical revenue (revenue generated from retail, food and beverage concessions, parking and other activities) has become increasingly critical: it can amount to as much as 40 to 50% of airport income, making it key to supporting an airport’s economic viability.
Research has found that non-aeronautical revenue is significantly impacted by passenger satisfaction. One study showed that a 1% increase in customer satisfaction can lead to a 1.5% growth in airport revenue. Another showed that passengers who reported being “delighted” with their airport experience spent more.
Ultimately, improving hygiene accessibility in public restrooms is key to delivering a superior airport experience and driving better business performance.
Q: What additional resources could companies benefit from using to learn about inclusive hygiene, especially in public restrooms?
A: We have some great initial resources on our website that provide quick tips to consider to ensure your public restroom is incorporating inclusive hygiene, including
- Installing dispensers that are certified easy-to-use for people with reduced hand function
- Using soap and sanitizer products that are kind to skin and dermatologically tested
- Installing dispensers that control consumption, reduce run outs and increase hygiene with one-at-a-time dispensing
There’s so much more to learn about in terms of the barriers people face in public restrooms. That’s why we are on a journey to talk to more people about their experiences in public restrooms and better understand the barriers they face. We will share our learnings and develop resources that all types of business professionals, including airport managers, can use to incorporate inclusive hygiene in their public restrooms
Q: How do you see the Coalition’s initiatives being implemented in airports?
A: We’re ambitious and want to make an impact on many different sectors, from airports to restaurants, retail stores, offices and other workplaces, manufacturing sites and many more facilities.
With the increasing importance of driving non-aeronautical revenue, airports need to ensure they’re delivering a consistent, high-quality on-site experience, every time. The quality of public restrooms and the accessibility of hygiene products are major factors in passenger satisfaction, so it’s critical for airports to identify and work to solve barriers to inclusive hygiene.
There is always room for improvement and innovation. Our hope is that the coalition can share resources and easy tips that airports can implement to make further improvements that take into consideration individuals with varying abilities, conditions and circumstances and to continue progressing.
Q: Are there any hygiene challenges specific to airport restrooms?
A: Airport restrooms in particular face high foot traffic, making it difficult to maintain cleanliness. They also serve a diverse group of travelers, including those with disabilities, families with young children and international passengers with varying cultural expectations.
Designing and equipping restrooms to accommodate this diverse group in a high-traffic environment can be challenging. We're excited to explore how inclusive hygiene can be implemented in all kinds of public restrooms and think there's a unique opportunity for high-traffic spaces like airports.
Q: How can an organization enhance the consistency of cleanliness in a public restroom without infringing on the time and responsibilities of cleaning staff?
A: Airport managers can enhance restroom cleanliness without overburdening cleaning staff by leveraging technology such as data-driven cleaning. Since empty dispensers are a top source of complaints, restrooms should be equipped with easy-to-use, fast-dispensing, high-capacity dispensers. They should also be easy to service and replenish to minimize obstacles to the smooth flow of restroom traffic.
Data-driven cleaning tools like Tork Vision Cleaning deliver real-time information on when dispensers need to be replenished, so cleaners can ensure they are full and ready to use before passengers experience a lack of supplies and register complaints. This technology ensures that dispensers are stocked 99% of the time and saves staff hundreds of hours per year on refill checks.
Data-driven cleaning replaces set schedules with a true need-based way of cleaning. This method optimizes resource allocation and improves efficiency by eliminating unnecessary dispenser checks, cleaning rounds and refill trips.
Q: Do you know of any examples of organizations that have implemented inclusive hygiene strategies effectively?
A: Yes, there are so many inspiring examples. Recently, Tork recognized Gathering Place Public Park—a riverfront park in Tulsa, Oklahoma—with the first Tork Think Ahead Excellence in Facility Management award. Its dedicated custodial team is passionate about maintaining a clean, inviting environment that is welcoming to everyone.
For example, they use low-fragrance supplies to accommodate sensory sensitivities and offer the option of an adult changing table for guests with special needs. This is just one example that has been inspiring us recently and we are excited to drive more visibility for inclusive hygiene.
