What noise annoys a passenger?

Airport designers and operators strive to put the passenger first – trying to create an environment in which the passenger is reassured, calmed and enriched. After all, a happy passenger is one that spends money and returns. The passenger becomes a customer, and a loyal one at that.

Most designers do a good job and we humans don’t tend to notice something until it goes wrong. In a way, this is a compliment to good design. When a process or system works perfectly we are able to focus on other matters and our journey is smoother as a result. A recent UK domestic flight made me realise that even when a system works perfectly, it can still be improved.

I won’t name the airport in question, but I’m sure my experience will resonate with fellow travellers and perhaps, just perhaps, the airport operator will recognise themselves and improve their perfect system.

Let me explain. The flight was an early one and I was checked in at 5.30am. Like most of the human race, I need to be treated with care at this time in the morning, and I sat in the departure lounge with a welcome coffee.

The PA system was in constant use. The whole lounge was bombarded with announcements about which flight was at which gate, when passengers with children could present themselves, when those with an A on their boarding card could form a queue, how not to forget to open your passport to the picture page, which specific passengers were holding up the flight, how if they didn’t hurry up their bags would be off-loaded and they wouldn’t fly. Sometimes the announcements were automatic and multi-lingual, sometimes they were rapidly delivered by someone who had said it so many times they weren’t listening to what they were saying.

I found the noise invasive. I wanted to sip my coffee and read my book. I tried finding a quieter area in which to sit but to no avail.

None the less, the system works perfectly. Passengers catch their planes, late arrivals presumably make it to the gate, staff go home knowing they have done a good job.

By contrast, I returned later that day via another regional airport. No announcements. Instead, flight information displays provided accurate information about how much more time passengers could expect to wait in the lounge before their gate was ready. Peace. Personally, I felt at ease and calm. And the system works perfectly. Passengers catch their planes, late arrivals presumably make it to the gate, staff go home knowing they have done a good job.

By now you can guess which of the two approaches I prefer. Messages about unattended bags being destroyed and late passengers being refused flights subliminally create a negative impression.

So, what lessons can be drawn? Operators should review all aspects of their facility from the point of view of the passenger. Surveys are probably not the most efficient method of getting feedback, but any method of dialogue should be welcomed. Nearly everyone has a mobile phone and most have email. Invite comments and listen. You may hear more than just unwanted noise...

Adrian Exton is managing partner of The Leon Partnership, a technology consultancy. He does not sell PA systems or flight information systems

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