Business Traveler Quiz:
What are two things that nearly every business traveler looks for in an airport terminal?
a) A Starbuck's
b) Electric outlets to charge laptops and cell phones
c) A bar with ESPN/CNN broadcasts and good beer on tap
d) Wi-fi access
Now, let me preface the answer by saying that I like good coffee and good beer as much as the next traveler. But my mission-critical needs are "b" and "d."
Whenever I arrive at a terminal with extra time before my flight, I always look for an open electrical outlet to plug in my laptop, and a strong wi-fi connection. And it kills me when there are no outlets to be found. It leaves me wondering, "Doesn't this airport know what its customers need?" (I always have a Verizon card to slide into my laptop, just in case, but so far, there's no such thing as a wireless electrical account.)
Earlier this week, I arrived at the new Delta terminal at Boston's Logan Airport, 90 minutes before my scheduled departure to St. Louis. I had a full 90 minutes worth of on-line work to do, and I also wanted to have a full charge on the laptop for my flight. So, my first priority was to find a seat next to an open power outlet.
When I arrived at my gate, it was like Christmas morning - Massport, the company that runs Logan Airport, installed new seating that had a power outlet for every seat!!! Finally!!! - an airport that's designed from the customer's point of view!!! And they also posted big yellow signs on the walls as a way to say, "Hey, relax, we've got you covered with plenty of outlets to plug in your stuff!" That made the experience even easier, because I didn't have to walk around looking like a guy that's trying to find something that he lost.
Yes, it's often the little things that make a big difference in the customer experience. And on that particular travel day, Massport got it right, for this particular customer.
Well done, Massport and Logan Airport. I hope other airports will follow your lead.
Logan Airport truly gives Power to the Customer.