The All-Important First and Last Impression: A Guide to Auditing the Trip to and from Your Airport

Abstract

The first and last impressions of a destination are critical to the guest experience. This article details a protocol to systematically analyze what guests experience as they enter and leave a destination via the airports. The article pulls from the author's experience researching for, and participating in, such an audit of the Philadelphia International Airport on behalf of the State of Delaware and includes a convenient list of points to be assessed in an audit.

KEYWORDS:

• tourism
• airport audit
• conventions
• meetings
• airport

APPENDIX A: CHECKLIST OF ITEMS TO BE INCLUDED IN AIRPORT TOURISM AUDITS

The Terminal

• Is the terminal clean and welcoming?

• Is directional signage clear and multilingual?

• Is the experience handicap friendly?

• Are the bathrooms well maintained and handicap friendly?

• Is there adequate seating?

• Is lighting appropriate?

• How are the noise levels?

• What tourist information is available?

• What transportation information is available?

• Critique the food service and retail offerings in terms of …

  • Quality

  • Variety

  • Price

  • Hours of operation

• Is currency exchange readily available (what times) and fairly priced?

Baggage Claim

• Is the baggage area clean and attractive?

• Is security visible?

• Is the wait for luggage to arrive reasonable?

• How does one report a lost bag?

Other Considerations in the Terminal

• How are smokers accommodated both in and around the terminal (i.e., entrances, cab lines)?

Ground Transportation

• Is there clear signage to direct people to the various transportation options?

• Are all waiting areas:

  • Well lit?

  • Clean and attractive?

  • Safe and secure?

  • Protected from inclement weather?

• Are queues reasonable?

• How are the needs of handicapped travelers accommodated?

Rental Cars

• If shuttle vans are used are they clean, odor free, welcoming, and efficient?

• Critique the highway signage BOTH to and from the rental car lot.

Taxi Cabs

• Are adequate cabs available at all times?

• Are fares clearly posted?

Trains

• How are currency and change issues addressed?

• Are the trains clean, odor free, welcoming, and efficient?

Roads and Highways to and from the Airport

• Is signage clear?

• Are the roads and highways to and from the airport safe, attractive and welcoming?