Feb 07 2008
The Air Travel Process Is Just Bad
If airports were managed and interacted with like traditional brand-consumer relationships they’d be out of business. Imagine a scenario where you go out to dinner at a TGI Friday’s. And this is what happens when you walk through the door:
1. There is a line wrapping around the restaurant.
2. It takes you 15 minutes to finall see the hostess
3. The hostess asks for your identification and a printable version of your reservation confirmation
4. Upon making sure you are who you say you are; they move you to another line
5. That line takes about 25 minutes to get through; and when it’s your turn another hostess asks you to remove your shoes, hand over your jacket, and submit to a metal detector test.
6. Assuming you’ve passed everything; they move you to an area by your table
7. You wait about 45 minutes for the waitress to seat you at your table
8. Finally you sit down and can enjoy your meal
What person in their right mind would subject themselves to this experience? No one would…which begs the question why do we tolerate it at the airport?
