Hospitality Goes a Long Way

Airports across the nation vary in size, shape and makeup, but some things are universal.

And probably the biggest tie that binds each facility is the daily quandary of how to meet the needs of passengers and make the process of traveling a little less daunting.

In July, I was given a tour of the new Escape Lounge at Minneapolis/St. Paul International Airport. Located in Terminal 1 above the entrance to the E Concourse, the lounge opened in December in order to give passengers who might not qualify for airline lounges a chance to escape the bustle of the terminal while waiting for their plane.

When I got up to the lounge and waited for Manager Jessica McGlynn to meet me at the desk, it took about 30 seconds to notice the top selling point of the facility — silence. The heavily trafficked terminal seemed miles away and I was no longer in an airport. Inside, a custom furniture setup decked the lounge along with local photography to give the spot its own identity.

Passengers waiting for their planes sat on their mobile devices connected to WiFi while others perused complimentary food, then sat to eat while digital flight information boards on the wall kept them up-to-date on flight info without the blare of a PA system.

While Jessica showed me around, I saw the ultimate payoff for the lounge when one passenger jumped in to tell her “great job,” and “thanks,” for what there is to offer. 

Looking at the lounge from a hospitality lens and not just an airport facility makes the lounge a place you want to be, not a place you have to be.  

Lounge access is another great tool for airports to grow revenues and serve the passengers. Getting people to forget they’re at an airport and enjoy their travel is key to building repeat customers and building your facilities to the next level.

Working with local community groups to awareness about the facilities also grows a connection with the community and brings airports and the lounges closer to the fray and the people who travel through.

Getting this access and building these bonds will go a long way in making sure our airports keep meeting the needs of passengers and combating the negative press so many deal with due to security delays or facilities compared to third world infrastructure.

MAG USA, which created the Escape Lounge, will open similar facilities at Oakland International Airport and Bradley International Airport later this year. Both of them will have the same design, but with their own local flair.

It's exciting to see this grow in the industry. And as a traveler, I can't wait to see this kind of amenity come to my airport in the future.