Manage the Curb to Improve the Customer Experience

The past two months, as I have traveled for client and personal reasons, I have been generally pleased by my customer experience, whether it be security or customs, food and retail, rental cars or transport network companies (TNCs) such as Uber, or with the four airlines I have flown. At three of the airports, where the experience was suboptimal, the biggest challenge was an area of airport responsibility; namely, the roadway and curb, especially when I was departing or arriving at busy times.

As I have addressed in previous posts, airlines are flying more passengers per average operation and this is placing strain on passenger-centric and vehicle-centric infrastructure. Accordingly, many airports are investing in improved landside management, including expanding capacity, building ground transportation centers, and using a variety of technology solutions to track and expedite payment for parking and commercial vehicle utilization of the curb.

Surprisingly, however, one of the most effective solutions was neglected at the three airports: there appeared to be no operations personnel or contractors on the curb to ensure drivers of vehicles were abiding by the posted zones and rules. Instead, curbs resembled the Wild West with cars picking up and dropping off in through lanes, vehicles camping out on prime designated curb space, and vehicles blocking entries and exits. 

In contrast, at those airports where yellow-vested personnel or law enforcement are present at the curb (often with ticket books in hand), drivers of vehicles appeared to abide by the rules and the result was a better customer experience and undoubtedly a safer curb and roadway system.

A reminder that solutions don't have to involve new infrastructure or innovative technologies if management and operating personnel are taking the time and initiative to observe and act (even if it is 5am for departures or 11pm for arrivals!).