Sep
The PR of airports
Andrew Berthoff
Here’s a revelation: people like friendly people. When we’re made to feel welcome, we settle in quickly, and our first impression is often, as they say, lasting.
So why is it that airports are so freakin’ unfriendly? The complete misery that is Heathrow I think does more damage to England’s reputation than any football hooligans could ever dream of. Despite Heathrow being the first impression of England for more than 68 million visitors, the always crowded and inevitably surly ordeal is one of the worst there is in the world of travel.
Of course, Heathrow’s not alone; it’s just the poster-port for all that is wrong about the PR of air travel. Because an airport is the inescapable representative for cities and entire countries, it’s a shame that cities and countries can’t have more control over their customer service, which unfortunately is left to airport authorities, airlines, government organizations and security firms.
All airlines and airports offer essentially the same thing: a means to travel safely at 850 kmph. The only differentiator is the human element, which begins with common courtesy. Why they don’t understand how much this affects a visitor’s lasting impression of a city or country is a mystery.
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