... a simple clock can make a difference. Or a flight information display system (FIDS). Attend any airport retail conference and listen to what they say about passenger concerns at an airport – it’s about stress; it’s about knowing the time of day. It’s why national restauranteurs offer abbreviated menu selections; Chili’s becomes Chili’s, Too.Â
Consider some recent travel experiences ...Â
- At Chicago O’Hare, the United terminal has a mall-type food court that is offset from the main corridor that accesses the gates. In the food court there are no FIDS; not one clock on any wall or in any restaurant.Â
- At Phoenix International, on a long layover, I questioned the waiter why the Mexican restaurant had no clocks anywhere, even though there was plenty of wall space available. His answer: “We took them down because passengers were blaming us for missing their flights because the clocks were wrong.â€Â
- At Reno-Tahoe International, the ‘sit down’ restaurant not only offers a nice view of the airfield activity, but has two FIDS that rotate departing and arriving flight information, and the time of day. The difference it makes on the dining experience is noteworthy.Â
- And, at Tulsa International, the entire airport seems to be a way-finding challenge. The terminal’s unusual and dated design doesn’t help; but then it only demands more signage.Â
Passengers who rarely travel need as much signage as possible to help them flow along on their journey. Frequent travelers come to expect it. And, of course, a relaxed traveler is probably one who is going to spend more money at the concessions in the terminal. Thanks for reading. jfi     Â
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