Most people don’t have a choice of which airport to use. There is one closest to them for departures, and the arrival destination determines where they land, so airports seem to have no incentive to make things better for their travelers. We’re lucky that most airports don’t see it that way.
In Lisbon, Portugal (LIS), they have made life more convenient for people traveling with children. The airport offers free strollers for use — a welcome addition for those whose own equipment is checked. They also provide a playground and a special kitchen area where parents can warm up formula or other food for the kids.
LIS management knows that the children are not the purchasers, nor will they even acknowledge the enhancements provided for their benefit. But the more stress-free the travel experience is for grown-ups, the more likely they are to purchase future tickets.
Airports could operate like bus stations and function purely as holding stations for people transferring from one transport to another. Fortunately for those who travel, they have recognized that by paying attention to the experience, the entire trip is more pleasant for all. It’s a reminder to be the best you can be at what you do, even if customers don’t demand it.
Thanks, Meg!
