San Francisco International Airport now has a yoga room for passengers to relax after going through security check. Melissa Mizell, design director for Gensler, the Terminal 2 architecture firm that also created the yoga room, states that it “gives modern travelers a space that fosters and supports quiet and reflection.” The airport’s design decision, which includes blue-light therapy and loaner floor mats, exemplifies how dedication to the customer experience counteracts the negative consequences of commodization. By creating an environment that encourages calm, peaceful, and serene emotions, San Francisco International Airport stands out from the dozens of US airports.
As airports around the world strain to meet the demands of record-level numbers of passengers, encouraged by both industry deregulation and price wars, San Francisco has pre-empted the competition by focusing on the customer experience. After all, we’ve documented airport horror stories. The worst-of-the-worst list includes the following:
- Quantas: For grounding an entire international fleet over a labor dispute, leaving passengers stranded abroad
- Jet Blue: For leaving passengers waiting on the tarmac for eight hours with no food or water, causing a paraplegic and a diabetic customer to have health issues.
- AirTran: For having roach-infested cabins so bad that a couple took it to court
As these terrifying examples show, any effort to improve the customer experience is a smart move for airlines and airports alike. San Francisco International Airport is leading the way by creating a soothing space for travelers.
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Colin Shaw is founder & CEO of Beyond Philosophy, one of the world’s first organizations devoted to customer experience. Colin is an international author of four best-selling books. Beyond Philosophy provide consulting, specialised research & training from offices in Atlanta, Georgia and London, England. Follow Colin Shaw on Twitter: @ColinShaw_CX |