Improving the Airport Customer Experience (2016)

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205 Chapter 5 presented overviews of the approach to customer service improvement at five leading non-U.S. airports with outstanding reputations that offer world-leading customer experience. While Chapter 5 presented each airport’s organizational approach and commit- ment to customer service, this appendix presents detailed summaries of the extensive customer service offerings. These detailed summaries are intended to give customer service managers at U.S. airports an understanding of the scale and scope of the customer service offerings at these international benchmark airports. The summaries are organized by: A. Transportation; B. Terminal configuration; C. Services; and D. Culture, entertainment, and education. 1. Singapore Changi Airport A. Transportation Changi Airport is a terminus on the East-West Line of the city’s SMRT subway system, with connections throughout the system. The station is located between Terminals 2 and 3. Passengers in Terminal 1 can reach the station via Skytrain, which connects all three termi- nals. Skytrain allows for in-transit (sterile) connections as well as connections between the public areas of the terminal. Skytrain runs continuously except for the hours of 2:30 a.m. to 5:00 a.m. B. Terminal Configuration Changi has three terminals. Terminal 1 opened in 1981, Terminal 2 opened in 1990, and Terminal 3 opened in 2008. The terminal layout is shown in Figure A-1. A budget terminal, located about 2 km from the other terminals, was built for use of low-cost carriers in 2006 but was closed in 2012. It is being torn down to make room for Terminal 4, which is scheduled to open in 2017. Terminal 4 is being built to accommodate low-cost and regional carriers, including both narrow-body and wide-body aircraft. The new terminal will make heavy use of new technologies and a range of self-service options, including automated check-in and identity authorization. Terminal 4 is expected to cost U.S.$1 billion and cover 2 million ft2. However, it will not be located along the Skytrain route. A P P E N D I X A Customer Service Offerings of the Airports Profiled in Chapter 5

206 Improving the Airport Customer Experience C. Services Changi offers a comprehensive array of services for originating and transit passengers. • Transit hotels. Three Ambassador Hotels exclusively for transit passengers are located in the terminals and are accessible only from the post-security transit areas. Passengers can use the hotels without going through customs and immigration procedures. The hotels offer single, double, and triple rooms with rates based on 6-hour increments. The Terminal 1 hotel has a rooftop swimming pool, and the Terminal 1 and 2 hotels have fitness facilities. The Terminal 2 and 3 hotels also offer hair, beauty, massage, and aromatherapy services. • Pay lounges. Six pay-to-use lounges offer comfortable spaces to relax between flights and are geared to business passengers. – Ambassador Lounges in Terminals 2 and 3 offer upscale and spacious surroundings, meet- ing rooms, office services, beverages, food, and showers. The Terminal 3 lounge offers fitness and hair styling. – The Green Market Lounge in Terminal 2 offers similar services. – The Rainforest Lounge and Skyview Lounge, both in Terminal 1, offer relaxation areas, showers, and beauty and spa services. – The Haven in Terminal 3 is open to the public and offers relaxation areas, nap rooms, meet- ing rooms, showers, and other lounge amenities. The Haven offers televisions, newspapers and magazines, a kids play area, a business center with copiers, and Wi-Fi. Admission fees are based on increments of 2, 5, or 8 hours and range from $35 to $71 for adults and $23 to $47 for children. Prices are slightly higher when checking in after 10 p.m. • Rest areas, with chaise-type seating for napping. • Smoking areas, located indoors and outdoors in each terminal transit lounge. • Free Wi-Fi. Wi-Fi at Changi is free in the transit areas but requires a one-time password avail- able via text message or from the information counters spread throughout the terminal. In the public areas, 1 mbps wireless broadband is offered free of charge. A temporary log-in ID and password must be obtained at the information counters in the public areas. Figure A-1. Terminal configuration—Singapore Changi Airport.

Customer Service Offerings of the Airports Profiled in Chapter 5 207 • Free Internet terminals. 550 Internet terminals are provided throughout the terminals, free of charge. • Mobile charging points. Over 800 free USB ports and power sockets are located throughout the terminals. • Speedpost@Changi. Kiosks located near gate holdrooms provide a means for passengers to ship items not permitted aboard aircraft, such as liquids, aerosols, and gels. (Changi performs security inspections at the departure gates.) • Convenience stores. Convenience stores, including 7-11 and local chain Cheers, are located in the transit areas and public areas of the terminals. A full-sized Fairprice supermarket is located in the public area of Terminal 2. • Hotel reservations counters. Located in each terminal and operated by the Singapore Hotel Association, the counters arrange hotel rooms without charge. Customers pay the first night at time of booking. • Medical clinics. The Raffles Medical Group operates five medical clinics. There is one in each terminal’s transit lounge as well as the public areas of Terminals 2 and 3. • Pharmacies. Seven pharmacies serve airport customers, with one in each departure lounge and others in public areas of each terminal. • Baby-care rooms with nursing rooms, hot water dispensers and changing counters are dis- tributed throughout the terminals, 24 in all. • Passenger meeting services. A local company offers personal escort through airport airline and arrivals inspection, providing document and baggage handling. Flowers, limousine services, and hotel arrangements are additional services. • Prayer rooms. A prayer room is provided in each transit lounge. • Transfer incentives. Changi offers S$40 worth of Changi Dollars for passengers of Singapore Airlines and SilkAir who transfer at Changi. • Changi rewards cards. Frequent travelers can join a membership rewards program with three levels of privileges. Members receive 1 point per dollar spent, while gold and platinum members receive 2 or 3 points, respectively, for each dollar spent. Gold and platinum levels are reached after spending the equivalent of U.S.$3,000 and U.S.$6,000, respectively. Every 500 points earns Changi Dollars equivalent to $5 in rebates that can be used at airport shops, restaurants, and lounges or for services. Members can also convert their points to miles in Singapore Airlines’ frequent flyer program, or redeem points using an online catalogue. D. Culture, Entertainment, and Education Changi Airport has few peers when it comes to diversions for passengers and visitors. • Family Zone. The Family Zone features rooms with diaper changing counters, nursing rooms, kids play areas, and TVs with cartoon channels. • Kids’ play areas are located in the transit area of each terminal. • Gardens. Changi offers some unique experiences, including a collection of outdoor and indoor gardens. – The Butterfly Garden is a rooftop butterfly habitat in Terminal 3 with 1,000 species of butter- flies, flowering plants, and a waterfall. – The Cactus Garden is a rooftop garden in Terminal 1 featuring 40 species of cactus and succulents from Africa and the Americas. – The Enchanted Garden is a rooftop garden located in Terminal 2. The interactive garden uses motion sensors to trigger sounds of nature, and LED lighting, giant glass bouquet sculptures, and stained glass create a “Shangri-La like atmosphere,” according to the airport. – An orchid garden and koi pond in Terminal 2 display an array of orchids, Singapore’s national flower. – A sunflower garden on the rooftop of Terminal 2 features 500 yellow sunflowers.

208 Improving the Airport Customer Experience • Movie theaters, in Terminals 2 and 3, offer recent movies 24 hours per day. The theaters are accessible from the transit area. • Social Tree. This social media attraction (see Figure A-2) consists of 64 high-definition video screens forming a 360-degree display of various animated backgrounds, such as the Singapore skyline or a mystical forest. Eight touch-screen photo booths let travelers post photos onto the Social Tree or post the photos on their personal social media accounts. The photos or videos posted on the Social Tree are archived so that visitors can recall them when visiting the airport in the future. • Aviation Gallery, Terminal 3. The aviation gallery includes interactive aviation displays, areas to view the airplanes on the terminal ramps, and presentations on the history of Changi Air- port. The gallery includes over 600 miniature aircraft models, representing the airport’s daily departures. Touch-screen monitors provide presentations on the destinations served from the airport. • The Slide@T3. The Slide (see Figure A-3) is a 12-meter-high (almost 40-foot) tubular slide open to adults and children over 7 years of age. Users of the slide reach speeds of almost 20 feet per second. One admission is free with every $10 spent at an airport shop, restaurant, or service on a single receipt. A smaller slide is available for free in the basement of Terminal 2. • Xperience Zone. The Xperience Zone is a sponsored video area featuring a large video wall for viewing sports events, as well as interactive photo booths, 3-D televisions, notebook computers for Internet surfing, and 3-D gaming displays. • Entertainment deck. Located in the Terminal 2 departure transit lounge, this area features an interactive play area featuring Xbox and PlayStation game consoles, an MTV music video booth, a movie theater, and a cafeteria. • “Be a Changi Millionaire.” When spending a minimum of $30, customers get a chance to enter a raffle offering instant prizes such as luxury goods and a grand prize of $1 million. Changi Rewards members earn additional chances to win. • Changi Recommends. A promotion is offered to visitors to Singapore that includes local deals, promotions, and discounts for local establishments, services, and attractions, such as Universal Studios Singapore and Singapore River Safari. • Free Singapore tours. The airport offers free tours of the city including a Heritage tour and a City Lights tour. Passengers with more than 5 ½ hours available between flights can register for tours 1 hour before departure. Tour registration and departure are in Terminal 2. Four Heritage tours and two City Lights tours are offered each day. Figure A-2. The Social Tree at Singapore Changi Airport.

Customer Service Offerings of the Airports Profiled in Chapter 5 209 2. Seoul Incheon International Airport A. Transportation The airport is served by a network of bus lines serving the whole of metropolitan Seoul and much of South Korea. Seoul has a population of over 10 million, and nearby Incheon has a population of 2.8 million, so ground transportation options are extensive. Color-coded signs show the bus routes and pickup locations, which are distributed the length of the curbside on the arrivals level. From the futuristic Transportation Center directly opposite the terminal across the terminal roadway, an underground rail station provides AREX express rail service to Seoul Station, the rail hub for the city. Express trains run non-stop with a travel time of 43 minutes. Trains depart every 30 minutes. A local also runs between the airport and downtown, making 11 stops and taking 56 minutes, and running every 12 minutes. A maglev (magnetic levitation) train is currently under construction that will run from the Transportation Center to a nearby tourist entertainment complex 6 km away in Incheon. The train is a test project, but there are plans for extending the line in two additional stages. B. Terminal Configuration The airport’s terminal (see Figure A-4) consists of a main terminal with two piers (locally referred to as “antlers”) with a total of 44 departure gates. The main terminal also acts as the pro- cessor for remote Concourse A, which was completed in 2008. The main terminal has 12 ticketing islands and four security checkpoint/passport control entrances to the secure area, all on Level 3F. IIAC claims to have the shortest arrivals and departures processing times of the world’s major airports. Figure A-3. TheSlide@T3, Singapore Changi Airport.

210 Improving the Airport Customer Experience A mezzanine level (4F) contains numerous restaurants and coffee shops on the non-secure side, and concessions, services, and lounges for transit passengers on the secure side. The arrivals area (1F) runs the length of the terminal and includes numerous shops and food outlets for meeters and greeters awaiting passengers clearing through one of the two customs and immigration areas. The departures area, referred to as the duty-free area on airport maps, is post-security on Level 3F, with a mezzanine (Level 4F) predominately geared for transfer passengers with extra time between flights. A basement level (1B) connects to underground parking garages and the Transportation Center directly across from the terminal (see Figure A-5) and has services mainly geared to employees and locals, including a cafeteria, record shop, bookstore, food court, and a sauna. Figure A-4. Terminal configuration—Seoul Incheon International Airport.

Customer Service Offerings of the Airports Profiled in Chapter 5 211 Concourse A has 28 gates along its 2,850-ft length, with most capable of handling the A-380. It is connected to the main terminal by the underground Intra-Airport Transit (IAT), a train system. Korean Air uses the eastern half of the main terminal, and Asiana Airlines uses the western half. Concourse A is used mainly by foreign carriers. Construction of a second terminal with 37 contact gates and 32 remote stands began in 2013 and is expected to be completed in time for the 2018 Pyeongchang Olympic Winter Games. It will be located north of the existing terminal and connected to the existing Concourse A and main terminal by extension of the IAT system. C. Services ICN has an extensive array of concessions and services located in the main ticketing hall, in the arrivals hall that runs the length of the terminal, on a mezzanine in the main terminal, and post-security. • Hair salon, offering haircuts, permanents, and nail art. • Free Wi-Fi throughout the terminals. • Power. Power outlets for 110-volt, 220-volt, and USB power are available throughout the terminal complex. Free converters and plug adapters can also be checked out from any of the 10 information counters. • ATMs. Automated teller machines are located throughout the airport. ATMs in the public area can convert foreign currency and issue local currency; however, those in the departures area are not permitted by law to issue local currency. • Banks. Three banks, all located in the public area, provide full banking services and currency exchange services. • Smoking rooms. Five smoking lounges are spread throughout the terminal, each with hard surfaces, air curtains, and special ventilation. • Nursery rooms. Nine nursery rooms are available for nursing and infant care. Seven are in the departures area and two are in the public area. • Spa. The Spa on Air offers private lounges, meeting rooms, a snack bar, and full spa services including tub-in-tub relaxation. • Prayer room, located in the secure area. • VAT refunds. Two counters in the departures area provide foreign visitors with the ability to claim refunds on VAT and special consumption taxes for purchases at off-airport tax-free shops. Figure A-5. Transportation center, Seoul Incheon International Airport.

212 Improving the Airport Customer Experience • Transit hotels. Two transit hotels, one at each end of the terminal, offer use of standard and deluxe rooms and suites for periods of 6 to 24 hours charged in 6-hour increments. Use of a standard single room costs from $47 for 6 hours to $126 for up to 24 hours. Double rooms cost from $57 to $144 for the same periods. The transit hotels are accessible only from the secure area, so that connecting passengers do not need to leave the transit/departures area to use the transit hotels. • Hotels. Outside the terminal, the Air City area immediately south of the terminal complex includes three hotels—a 534-room Grand Hyatt, a 301-room Best Western, and Hotel Hu Incheon Airport, with 100 rooms. The Grand Hyatt hotel also contains a casino. • Hub pay lounge. The pay-to-use Hub lounge provides 5-star service and offers hot and cold food and snacks, wine, liquor, and other beverages, all complimentary. The lounge offers free Wi-Fi, fax and printer services, televisions, domestic and foreign newspapers and magazines, free computer use, and meeting rooms. The fee is $35 for adults and $15 for children between 2 and 12 years of age. • Restaurants. Six full-service restaurants, five in the public area on the upper level and one in the Transportation Center, offer Korean, Japanese, American (Bennigan’s), and Chinese cuisine. • Food and beverage. Western fast food can be found pre- and post-security, with brands such as KFC, Starbucks, Dunkin’ Donuts, McDonald’s, Krispy Kreme, and Burger King. Korean and other Asian restaurants are also available. • Shops pre-security. ICN has shops throughout. In the main terminal, pre-security, specialty retail shops are located around a four-story central atrium. Food and beverage services are located on the floors above and below. All floors overlook a central garden and performance space. Snack bars, coffee shops, and convenience stores, including a 7-11, are located in the arrivals lobby. • Duty free. Duty-free shops are extensive and located throughout the departures area; they are operated by Shilla and Lotte. Luxury duty-free boutiques include Louis Vuitton, Cartier, Chanel, Prada, Fendi, Coach, Ferragamo, and Bvlgari. • Mobile telephone rentals. Three mobile phone rental counters operated by the major mobile phone companies are located in the public arrivals area. • Baggage storage. Two combination baggage storage and parcel delivery services are located in the public area. • Full-service post office is located in the public area. • A car maintenance center is located in the airport city area and performs maintenance, sells automobile parts, and washes cars. • Airport medical center, operated by the Inha University Hospital, is in the public area. • Pharmacies, two in the public area and two in the post-security area, operate from early morning until 11 p.m. • Optician. Located at the basement level in the public area; open daily, offering eye exams, glass, contact lenses, and luxury eyewear. D. Culture, Entertainment, and Education In addition to its broad and extensive range of customer services, ICN incorporates Korean culture throughout the terminal. The cultural attributes differentiate the airport from other Asian hubs and create a strong sense of place. Korean culture is reflected in the architecture, gardens, artwork, and some unique cultural enhancements, including: • A branch of the Cultural Museum of Korea, located in the departures area. • A Korean cultural street in the departures area features a pavilion and a house built using traditional construction techniques. Another cultural street in the arrivals hall features stone- work, craftsman-built furniture, and nature-themed artwork.

Customer Service Offerings of the Airports Profiled in Chapter 5 213 • A traditional craftworks gallery in the departures area featuring collections of porcelain, furnishings, traditional clothing, and antiques unique to Korean culture. Customers can create their own handicrafts in workshops with instruction offered in English, Chinese, and Japanese. • Musical performances featuring traditional instruments. The airport offers a range of amenities for connecting passengers. The amenities are centered on the fourth level of the main terminal post-security, one level above the departures area, including: • Shower rooms, with free face washcloths, soap, and use of hair dryers; • Two Internet lounges, with free use of terminals; fax and printing available for a fee; • A Kids Zone play area and nursing room; • Children’s play areas. Seven other children’s play areas are available, all in the post-security area; • A theater offering free movies and news channels; and • A rest area passenger lounge with chaise chairs. Outside of the secure area, the airport offers: • A full-service spa, located on Level B1. • Performance area, a multistory space located in the center of the main terminal adjacent to the ticketing area. The performance area offers entertainment linked to various festi- vals and themed performances featuring traditional, modern and classic dance, and music performances. • A skating rink. Located in the Transportation Center opposite the terminal, the Ice Forest has an artificial ice rink with room for 150 skaters. • A two-screen theater, called the Cultureplex, featuring current domestic and foreign movies, is also located in the Transportation Center. According to the airport, it is one of only three movie theaters located in an airport terminal complex. • Casino, located in the Grand Hyatt Incheon. • Free tours. The airport offers free tours for passengers transiting or connecting at ICN with 2 or more hours available between flights. Tours depart throughout the day and evening. Tours can be reserved in advance online, although places are not guaranteed. Two tour desks are located on the upper-level transit lounge area, and one is located in the arrivals area. Shorter tours are offered three times each day, while longer tours depart once or twice each day. Passengers can check their bags for a fee or take them on the tour bus. The free tours include: • A 2-hour Temple Tour to the nearby city of Incheon, including a visit to Heungryunsa Temple and the city museum; • A 3½-hour Asia in Incheon tour, visiting a traditional cultural park and the Sinpo International Market. • A 4-hour Beautiful Night in Seoul city tour of downtown Seoul, including a visit to the Deoksu palace and Insadong Street, a center of traditional shops, galleries, tea shops, and antiques; • A 5-hour Highlights of Seoul city tour of Ganghwa Island, Insadong Street, the Gyeongbok palace, and the Jogyesa Temple; • A 6-hour Korean Culture tour (Tour A) of the former Ganghwa Younghwung king’s residence, Hanok Village and its historic Roman Catholic cathedral, and a local market; and • A 6-hour Korean Culture tour (Tour B) of Goyang City, the Hallyu museum, Goyang Lake Park, and the massive Onemount entertainment complex, featuring a year-round water park and snow park, as well as a shopping mall, golf driving range, spa, and fitness center.

214 Improving the Airport Customer Experience 3. Amsterdam Schiphol Airport A. Transportation The terminal complex is built above a rail station that provides a direct link to Amsterdam’s Central Station, Holland’s largest domestic rail hub, and to other cities where connections can be made. The airport is on a high-speed rail line serving Belgium, France, and Germany. Tickets for NS High-Speed Thalys, Eurostar (connecting at Brussels), and ICE International high-speed trains can be purchased in Schiphol Plaza or online. Shared-ride van services, private van services, taxis, and business taxis using premium sedans can all be booked in advance and online. B. Terminal Configuration Schiphol has a single terminal built around a central plaza. There are three departure halls. Departure Hall 1 serves Piers B and C with 35 departure gates and handles Schengen traffic. (Schengen refers to the EU treaty that abolished customs formalities between most EU countries. Of the 27 EU members, 22 are Schengen signatories. In addition, Switzerland, Sweden, Iceland, Norway, and Lichtenstein are also Schengen signatories.) Departure Hall 2 serves Piers D and E with 28 gates and is used mainly by SkyTeam member airlines. Pier D handles both Schengen and non-Schengen flights from separate levels. Pier E handles only non-Schengen international flights from 14 gates. Departure Hall 3 serves Piers F, G, H, and M and is used by KLM and SkyTeam member car- riers. Piers F, G, and H combined have 28 gates. All are non-Schengen, except for Pier M, which has seven gates dedicated for Schengen flights. Schiphol Plaza, a pre-security area of shops and services open to the public, has been enlarged with an extension on the front of the terminal to form a large shopping street that serves the numerous passengers, employees, and nearby office workers. Schiphol Plaza is open from 7 a.m. to 10 p.m., with 65 shops and restaurants, some open 24 hours. The area contains a supermarket; drugstore; fashion shops, including Mexx, Esprit, Lacoste, H&M accessories, and Victoria’s Secret; food and beverage units, including Starbucks, Burger King, pubs, cafes, and restaurants; a large branch of ABN AMRO bank open from 7 a.m. to 10 p.m.; and services such as luggage repair, shoeshine, hair stylist, dry cleaner, key maker, and shoe repair. Schiphol Plaza also pro- vides access to the rail station. The airport company is completing major modifications to the terminal. The airport was originally developed around the concept of security inspection at each gate. After clearing pass- port control, passengers were encouraged to shop and take their purchases to the gate, where they would be inspected, and they then could check any oversized items. A recent project created five security checkpoints to replace the gate security inspections, three for originating passengers and two for transfer passengers. To accommodate the changes, an additional floor was added to Departure Halls 2 and 3, and an additional level was added to Piers E, F, and G to separate passenger flows. C. Services Holland Boulevard In the transit area, Holland Boulevard is a commercial area featuring Dutch culture in the concessions and services.

Customer Service Offerings of the Airports Profiled in Chapter 5 215 • Cultural food and beverage concessions. Besides the usual extensive array of luxury shops and restaurants, concessions, and services, a number of prominent and distinctively designed concessions emphasize Dutch culture and traditions. These include: – The Bols Genever Experience, offering cocktails featuring Dutch gins and liqueurs; – The Dutch Kitchen, featuring traditional offerings such as raw herring, croquettes, minia- ture pancakes, and treacle waffles; – The Grand Café Paleis, a traditional coffee house; – The House of Tulips, incorporating a green-glass greenhouse styled as a traditional canal house and offering flowers, cheese, and bread; – Say Cheese, an authentic Dutch cheese shop; and NL+, a souvenir and gift shops featuring local products and merchandise; and – Dutch Design Shop, featuring work by Droog Design. • Casino. The Holland Casino is located in Departure Hall 2 and is open from 6:30 a.m. to 7:45 p.m. daily. • Airport App. The free Schiphol App for iPhone or Android is available free of charge from the app stores and from the airport’s free Wi-Fi network. The app includes terminal maps, real-time flight information with push notification options for flight changes, airport park- ing reservations, shopping discounts and promotional offers, airport news, taxi reservations, social media interfaces, and comprehensive details about the airport’s facilities and services. The app is available in both Dutch and English. A version for the Windows phone is also avail- able, but has only limited functionality. • Living rooms. Several areas are set aside for relaxation and feature fireplaces, televisions, creative seating, and, in one location, a piano. • Free Wi-Fi. Schiphol offers 1 hour of free Wi-Fi throughout all areas of the terminals. Premium Wi-Fi, with download speeds of 4 mbps, is available for 15 minutes for 61.89, 1 hour for 64.90, and 24 hours for 69.90. Timed access is based on connect time and must be used within 24 hours. • Internet centers. The airport offers seven Internet centers with personal computers and ultra- fast 10 mbps Internet connections. The Internet centers also offer charging stations, printing, scanning, and photocopying services. Three are located in departure lounges, one in the park- ing garage, and three in the pre-security areas, including one in Schiphol Plaza. Customers are allowed five pages of free printing. • Assistance to passengers with disabilities or reduced mobility. All European airports, rather than airlines, are required to offer assistance to passengers with disabilities as well as those with reduced mobility under the EU Passengers with Reduced Mobility directive 1107/2006 and subsequent interpretations. Services are requested through the airlines, but the respon- sibility for providing the service resides with the airport. These include wheelchairs and lifts for ramp loading. • Medical services. Schiphol has a walk-in medical clinic that also serves as a first-aid center. The clinic is located in the pre-security area and is open 7 days per week from 8:30 a.m. to 4:30 p.m. • Pharmacy. A pharmacy is open from 7:00 a.m. to 10:00 p.m. every day and is located in the Schiphol Plaza. The pharmacy provides medications as well as medical items sought after by travelers, including seasick medicines, insect repellants, compression stockings, first-aid kits, and anti-malarial tablets. • Airport Business Point. This business lounge in the arrivals hall provides Internet access, small meeting rooms, and waiting areas for business travelers; it bills itself as a place to meet clients, partners, or drivers. The lounge also can provide close-in parking access to the ter- minal. The lounge is open from 9:00 a.m. to 5:00 p.m. weekdays and afternoons on Saturday and Sunday. • Exchange Avenue Conference Facility. Exchange Avenue has four boardrooms with a capacity of up to 14 persons each. These rooms can be configured to host up to 80 people in a reception format. Catering can be arranged.

216 Improving the Airport Customer Experience • Transit hotel. Hotel Mercure is a 3-star hotel located in the post-security area after passport control; the hotel offers 32 rooms. Guests are required to possess both a passport and a ticket for travel the same or next day. The pricing structure breaks the day into two parts. Recent daytime rates were offered consisting of $104 for use from 10:00 a.m. to 7:00 p.m. Overnight stays were quoted at $130 for a period beginning at 8:00 p.m. and ending at 9:00 a.m. • Hotels (outside the terminal). Schiphol has six on-airport hotels offering a total 1,782 rooms. Three hotels—CitizenM (230 rooms), Sheraton (406), Hilton (277)—are located in the termi- nal area. Three others are located in the nearby on-airport Schiphol Business Park, including a Radisson BLU (279), Park Inn (150), and Steigenberger (440). Hotel rooms can be booked directly on the Schiphol airport website. • Massage-o-matic. These massage units consist of an open cabin with a shiatsu vibrating lounge chair and a display showing relaxing imagery. The price is 62 for 5 minutes. Machines are located throughout the departures area. • Smoking rooms. Smoking is prohibited within the terminal. Designated smoking areas out- side the terminal are delineated by white dotted lines and contain ashtrays. After security, six smoking rooms are provided, all near food and beverage facilities. The smoking rooms are glass-enclosed and use separate exhaust and ventilation systems. • Spas. Two spas, Rituals and Xpress Spa, offer massage, wellness, health, and beauty treatments. • Yotel. This cabin hotel is a smaller version of the transit hotel, offering compact cabins, each with a bed, bathroom with shower, television, and workstation. The rooms have two configurations—65 ft2 (standard) and 110 ft2 (premium). The Yotel is located in the depar- ture area, post-security on the mezzanine. Rates are quoted for a specific time period. • Baby-care lounge. Facilities for families with children include a baby-care lounge, which offers small curtained areas where babies can be cared for, fed, changed, and bathed, as well as comfortable seating for parents, free of charge. • VIP services. The airport offers personalized VIP services for departures, arrivals, and trans- fers. On departure, passengers go to a lounge 90 minutes before flight time, where staff handle the check-in, baggage tagging, and bag check-in while the guest waits in a private lounge that offers beverages and snacks. The guest is accompanied to a private security check and then driven planeside in a luxury car. For arrivals, the passenger is met at the aircraft and driven to the VIP center, where the passenger waits in a lounge while staff handle passport control and baggage collection. Rates for arrival or departure services are 6285 for the first passenger and 6110 for each additional passenger. Transfer passenger charges are 6420 for the first passen- ger and 6165 for each additional passenger. Two meeters or greeters are included (excluding drivers and assistants). • VIP parking. Close-in self-parking and valet parking are offered directly in front of the VIP center. The charge for either service is 642.50 (U.S.$46) per day. D. Culture, Entertainment, and Education • Great Amsterdam Excursions. Passengers with long transfer times can book short tours of Amsterdam and Keukenhof from a tour company with desks located in Schiphol Plaza near the curbside. • Rijksmuseum at the airport. The Rijksmuseum, or National Museum (see Figure A-6), is Amsterdam’s most prominent art museum and features the art and history of Holland from the Middle Ages to the present. It is best known for its collection of paintings by Dutch masters such as Rembrandt and Vermeer. The museum operates a branch at the airport and features rotating exhibits of eight to 10 paintings. The museum is free and is open from 7 a.m. to 8 p.m. • Airport library. Located in the departures area, the airport library is a free service sponsored by the national library system, the airport, and local cultural and promotional organizations, all of which contribute to its funding. The focus of the library is Dutch culture, and it offers Dutch-language and translated books as well as digital media.

Customer Service Offerings of the Airports Profiled in Chapter 5 217 4. Munich Airport A. Transportation In addition to the usual taxi, rental car, and shared-ride options, the regional S-Bahn railway operates two lines serving Munich Airport. Both lines, with different routes, provide direct ser- vices to downtown and the central station and mainline rail connections throughout Germany. The S-Bahn station is outside of Terminal 1. Trains depart every 10 minutes. Nearly one-third of passengers use the train. B. Terminal Configuration The airport has two linear terminals, Terminals 1 and 2, which face each other. A remote satellite concourse for Terminal 2 is under construction and was scheduled for completion in late 2015. The expansion is needed to accommodate Lufthansa’s growth. The satellite concourse will be con- nected with Terminal 2 by an underground passenger transport system and will add 1.2 million ft2 of space, 52 gates and 27 hardstands, and 90,000 ft2 of space for concessions and services. Between the two facing terminals is the Munich Airport Center (see Figure A-7), which has a spectacular, tent-like glass roof covering a multipurpose facility that includes the S-Bahn station, pedestrian entrances to the adjacent parking garages and the rental car center, the Airport Hilton Hotel, shops, a medical center, and a supermarket. Audi operates a promotional center, and there are several options for meetings and conferences. A traditional Bavarian beer garden called Airbräu offers regional cuisine, beer brewed on-site, outdoor seating, indoor restaurant seating, function rooms for groups, evening entertainment, and seating for 600. The large central covered space is used for promotions and events. At Christmastime the area is turned into a winter market with 50 market stalls, 400 Christmas trees, ice skating and curling Figure A-6. Entrance to Rijksmuseum, Amsterdam Airport Schiphol.

218 Improving the Airport Customer Experience rink, and live entertainment. Other events have included polo matches, beach volleyball, World Cup viewing parties, and a surf event complete with wave machine that can create 5-ft.-high waves. Within the Munich Airport Center, the Meta Twist Tower is an advertising and promotional device consisting of three 441-ft2 screens, each of which can rotate independently. In addition to advertising, the Meta Twist Tower can show airport promotional videos and videos related to special events. C. Services • Car rental center. The eight major rental car companies have ready spaces in the central area opposite Terminal 1. Returns are handled in an adjacent parking structure. • Service centers. Two service centers, one in each terminal, provide baggage storage services, photocopying, faxing, printing, and coat storage, allowing customers to leave bulky winter coats behind when using terminal concessions or until they return from their trips. • Hotels. There are two hotels on the airport, including the 5-star, 389-room Hilton Munich Airport, located in the Munich Airport Center between the two terminals. Formerly oper- ated as a Kempinski Hotel, the Hilton has 23,000 ft2 of function space. A 3-star Novotel with 257 rooms is also on airport, but requires a short bus ride for a fee. • Wi-Fi. Wi-Fi is free in both terminals and the Munich Airport Center, but requires registration and entering a confirmation code sent by email. After registration, log-in is simplified. For cus- tomers not wishing to register, Wi-Fi is available for purchase by credit card at 64.95 per hour. • Airport app. MUC Airport is the official smart-phone app for the airport. The app provides up-to-date arrival and departure information, including gates, aircraft, and weather at des- tination; push notifications of flight status changes; parking space recall; guides for airport shopping and restaurants, including special offers and coupons; one-touch airline and airport phone numbers; and notification links to Twitter, Facebook, and text messages. The app is available free for iPhone and Android. • Internet Point. Located in the Munich Airport Center and in the service centers in each terminal, the Internet Point offers machines for rent at a fee of 65 per hour. Use of Micro- soft Office (no Internet) is 64 per hour. Rates are discounted by 20% after the first hour. • Motion Magazine. The airport publishes a free e-magazine about the airport for iPads and Android tablets. • Fotoautomat. Photo booths are located in the Munich Airport Center for taking passport and visa photos. Figure A-7. Munich Airport Center.

Customer Service Offerings of the Airports Profiled in Chapter 5 219 • Lufthansa amenities, Terminal 2. Lufthansa offers free service stations between departure gates in Terminal 2. These offer coffee and espresso drinks from automatic machines, as well as free newspapers. • VAT refund counters. Four value-added tax refund centers, two in each terminal, offer refunds of the VAT included in the price of most goods purchased locally, generally equal to 19% of the price. Persons residing outside the EU are eligible for VAT refunds if they are taking the goods out of the EU. • Showers. Six private shower booths are available in Terminal 2. For 615, customers can use a booth with shower, toilet and sink, towels, shower gel, and shampoo. Customers gain access by paying a fee at the service centers and receive a one-time electronic key to the shower unit. Showers are also available in the central area, but towels and toiletries must be purchased from a vending machine. • Mountain World. Customers heading to the Zillertal, SkiWelt Kaiser-Brixental, and Kitzbuhel (Austria) ski resorts can arrange economy, economy plus, private-class, or first-class trans- portation services to the ski areas at counters in Terminal 2 (Lufthansa). Transportation can also be booked online. Counters are also available for check-in of sports equipment on return. • Meetings and conferences. Munich Airport markets itself as a self-sufficient city and a des- tination in its own right. There are several meeting, conference, and event options at the air- port. Several are in the Munich Airport Center, making them convenient for visitors arriving at either Terminal 1 or 2 by the S-Bahn rail lines or private or commercial vehicle. • Municon. A large purpose-built conference center located on upper floors overlooking the Munich Airport Center, Municon has 30 meeting rooms, all with flip boards, white boards, and pin boards. Audio-visual equipment is also available. An adjacent 160-seat restaurant offers lunches and dinners, and catering can be provided to meeting rooms. • Airport academy. The FMG Training Center Airport Academy is the employee training center for FMG employees and has training rooms, workshops, and meeting rooms available for rent. It is located on airport but out of the terminal area. • Audi Forum. German luxury carmaker Audi has a car showroom, brand boutique, and auto- mobile promotional center in the Munich Airport Center. The Audi Forum also makes avail- able for rent meeting rooms of various sizes, a modern lounge, high-tech video and sound systems, and catering for business meetings, workshops, and conferences. • Massage chairs. Coin-operated massage chairs are available in the pre- and post-security areas of Terminal 1. • Barber shop. Two barber shops are located in Terminal 2 in the arrivals and departures areas. • Hair salon. M-Crew hairdressers is located in Terminal 1 in the public area. • Fitness. The Hilton Hotel offers 2-hour use of its 17-meter indoor pool, steam bath, sauna, and fitness center for 620 for adults, 610 for children; it is open 24 hours. Bodystreet Fitness Studio offers a concentrated exercise regimen. The studio is located in the Munich Airport Center and is open from 10 a.m. to 8 p.m. weekdays and until 6 p.m. on Saturdays; it is closed Sundays. • Cosmetic Institute. This beauty shop offers manicures, facials, body treatments, and other services. • Acupuncture. The Chi-Mas Institute is an acupressure massage service, located in Terminal 2, post-security. • Pay lounges. Lufthansa operates Senator and Business lounges for itself and Star Alliance members in Terminal 2. In Terminal 1, the airport operates three lounges—VIP Wing, Atlantic, and Europe lounges. The Atlantic and Europe lounges are available for premium customers and invitees of airlines and can be accessed by non-members for 630. Discounted access is available for Diners Club cardholders. Other travel service companies may also sell access through their websites.

220 Improving the Airport Customer Experience • VIPWing. This premium service is available to anyone on a fee basis. The personalized ser- vices include exclusive check-in facility and baggage handling, separate security screening and passport control, customs clearances and VAT refunds, use of a luxury lounge and open-air Bavarian beer garden, a separate bar and dining area, a smoking room, private suites, and escorted Audi or BMW car or VIP bus transfer to or from the aircraft. Rates start at 6290 per person for arrival or departure services and 6380 for transfer/transit services. Private lounge use runs 6190 to 6230 additional for the first hour, and 6100 or 6120 per hour for each addi- tional hour or partial hour. • Automobile servicing. BMW and Mercedes-Benz offer car servicing, scheduled maintenance and repairs, and free shuttle to and from the terminals from on-airport service centers near the terminal complex. • Television. Departure lounges all feature televisions offering CNN and German-language news network N24. • Travel agencies. Major travel agencies, including Thomas Cook, TUI, and Reisecenter, are among a number of tour companies that have offices in the central area or Terminal 2. • Shop and store. Passengers in Terminal 2 may make purchases in the airport shops and drop them off at the shop-and-store counter in Terminal 2. Items are barcoded and available for pickup in the baggage claim area upon return. The service is free of charge. • Hotel reservations. Arriving passengers can make reservations for hotels in Munich and sur- rounding areas at the information desk in the central area. • Travelers with special needs. Passengers with disabilities or reduced mobility have special check-in counters available for use, as well as barrier-free access throughout the terminals. As with other European airports, ultimate responsibility for providing equal participation in air travel is that of the airport, which provides assistance in aircraft boarding and deplaning. D. Culture, Entertainment, and Education • Tours. The airport offers tours of the airport daily at 2:30 p.m. The tours use a motor coach and travel a route of 12 kilometers (about 7 miles) and last 50 minutes, passing both terminals and terminal aprons, both fire stations, the cargo and maintenance areas, and the fuel storage areas. A 90-minute tour is offered on weekends, as is an A-380 tour. The cost for the airport tour is 69 (U.S.$10) for adults; 67 (U.S.$7.75) for students 15 or over, pensioners, and the disabled; and 65 for children (U.S.$5.50). Group prices are also offered. • Visitor hill (observation area). An 80-foot hill in the airport’s visitor’s park offers visitors a view of the airfield and Terminal 1 ramp, a kid’s play area, a putt-putt golf course, and a small café and shop offering model aircraft and aviation-themed merchandise. The play area is currently undergoing a major expansion that will create five themed play areas, one for each major continent, as well as a visitor center with interactive exhibits. The visitor’s park also has three historic aircraft that visitors can go aboard, including a former Lufthansa Super Constellation, a Swissair DC-3, and a 1930s-era Lufthansa Junkers JU-52. Admission is 61, and admission to the historic aircraft exhibit is an additional 61. The visitor hill and aircraft are open 24 hours a day. • Visitor terrace (observation deck). The visitor terrace on the 7th level of Terminal 2 has 9,000 ft2 of viewing space where a wall of windows offers views over the aircraft apron as well as both runways. The visitor terrace is accessed through a glass tunnel that rises through the terminal from the public area, negating the need to go through security. The visitor terrace is open from 8:00 a.m. to 10:00 p.m. • Amusement arcade. CasinoRoyal is a game room located in Terminal 1 pre-security. Merkur Gaming Arcade is located in Terminal 2 and includes some gambling machines. • Law offices. Three law offices are located in the Munich Airport Center office building or Regus Conference Center. The three law firms accept walk-in clients for general legal services, with one firm also offering audit and tax advisory services.

Customer Service Offerings of the Airports Profiled in Chapter 5 221 5. Vancouver International Airport A. Transportation The Canada Line rail service carries passengers to and from the airport and downtown Vancouver in 26 minutes. Passengers pay the normal zone fare plus C$5 on a single ticket. There is no surcharge for day passes and other prepaid cards. The YVR-Airport Station serves the domestic and inter- national terminals. Trains depart every 6 or 7 minutes during midday and peak weekday periods, every 12 minutes in the early morning and evening, and every 20 minutes in the late evening. The airport authority contributed C$300 million toward the airport branch of the Canada Line. B. Terminal Configuration YVR has a main terminal and a south terminal. The south terminal is used by floatplanes and regional airlines flying within British Columbia. The main terminal (see Figure A-8) is divided into a domestic terminal and an international terminal. The domestic terminal serves Concourses A, B, and C, which are used by Air Canada, WestJet, and Air Canada Express. The international terminal has a trans-border facility with a U.S. preclearance facility, which is one of eight preclearance facilities currently operated by U.S. Customs and Border Protection around the world. U.S.-bound passengers complete inspection at YVR and arrive in the United Figure A-8. Terminal configuration, Vancouver International Airport.

222 Improving the Airport Customer Experience States as domestic passengers. Concourse D, the largest at YVR, handles international departures on one side and U.S. departures on the other. The main terminal is striking in its design and British Columbia theme throughout. The air- port terminal has a strong sense of place and features the world’s largest collection of Northwest Coast native art, including wood sculptures and totem poles. Local wood and stone are used throughout. The terminal is also known for its accessibility for passengers with limited mobility, with flooring, elevators, and ticket counters designed with wheelchair users in mind. Visual paging is used throughout the terminal, and loudspeaker density is increased so that announcements can be heard at lower volumes. C. Services • Passenger guides. The YVR website has a custom connection advisor that allows passengers to identify their inbound and outbound airlines and get a step-by-step summary of what they will need to do at the airport. The process varies depending on whether the passenger is making an international to domestic, international to international, or international to U.S. connection. For example, international passengers making a connection to the United States will need to clear customs if arriving after 6:30 p.m. or before 7:30 a.m. and go to the trans-border airline check-in area and subsequent U.S. inspection. Passengers arriving during daytime hours are able to use the in-transit facility and clear U.S. Customs and Border Protec- tion inspections prior to departure without going through the public area of the terminal and checking in at their airlines. • Airport Butler Meet and Greet Service. This service offers escorted service through the depar- tures or arrivals process, including fast-track escort through security, customs and immigration inspections, and concierge services for duty-free shopping, car services, spa services, lounge access, notification to friends and families, and other services on an a la carte basis. Gold-level service is on foot at a fee of $110 for one person and $145 for two persons. Platinum-level ser- vice uses electric carts and is $160 for one person and $240 for two persons. • Hotel. The Fairmont Vancouver Airport Hotel is a 392-room hotel built above the trans- border terminal U.S. check-in area. The Fairmont is rated 4-diamond by AAA. The hotel operates a day spa and health club and meeting rooms with over 8,000 ft2 of space. • Health care services. YVR offers a medical clinic, dental center, pharmacy, and rehabilitation and wellness clinic. All are located pre-security on the first level of the terminal. • The Vancouver Airport Dental Clinic is open from 8:00 a.m. to 4:00 p.m. weekdays and from 9:00 a.m. to 5:30 p.m. on Saturdays; it is closed on Sundays and holidays. • Vancouver Airport Medical Clinic is a walk-in medical clinic offering travel medicine, physio- therapy, podiatry, acute injury management, and general and specialized treatment for pas- sengers and airport tenants, including specialized aviation and corporate medical services. The clinic operates from 8:00 a.m. to 5:00 p.m. Monday through Friday. • Pharmacy. A pharmacy is operated by Pharmasave, a nationwide chain, and offers a full range of prescription, over-the-counter medicines, vitamins, supplements, cosmetics, and other drugstore items. The pharmacy is open Monday through Friday from 8:00 a.m. to 6:00 p.m. • Plaza premium lounge. YVR offers four pay lounges offering showers, nap rooms, and food and bar areas as well as comfortable lounge areas. Other services include free Wi-Fi, com- puter workstations, and business services. According to the lounge operator, emphasis is on healthy eating with freshly baked artisanal breads, hot breakfast, paninis, quesadillas, soups, and salads offered. The cost is $36 per person. The lounge operator, Plaza Premium Lounge Management, operates lounges in China, Hong Kong, Australia, Cambodia, India, Malaysia, Singapore, and the Middle East; other locations in Canada are the Toronto Pearson, Edmonton,

Customer Service Offerings of the Airports Profiled in Chapter 5 223 and Winnipeg airports. The pay lounges offer more upscale surroundings than the typical airline membership lounge. Customers can buy access online or walk in. Locations are in the domestic terminal, the international terminal, and the trans-border (U.S.) terminal, all after security. A fourth lounge is located post-security in the international arrivals area and is capable of holding up to 20 persons, with a four-person minimum. The cost is $180 for 3 hours for four persons, with additional hours at $60 each and additional persons at $45 each. • Post office. A full-service post office is located inside the 7-11 convenience store located pre- security on the first level of the terminal. • Green Coat volunteer program. The volunteer program provides directions and information to visitors and includes nearly 500 members. More than 30 languages are spoken among the volunteer group. According to the airport, as many as 50 Green Coat volunteers work at the airport each day. • Chapel. A nondenominational church located in the international arrivals area and staffed by the Vancouver Airport Chaplaincy, a nonprofit organization. The chapel is open 24 hours a day, with chaplains and volunteers on duty from 9:00 a.m. to 7:00 p.m. The chapel offers Catholic masses and devotions, Christian prayers, and Muslim prayers weekly. • Spa and hair salon. The Absolute Spa and Hair Salon is a national chain with four locations at YVR; it also operates the spa within the Fairmont Hotel. The spa offers massage, hair styling, and hair removal. Hours conform to the departure schedules in each terminal, but generally run from morning to early evening. • Dry cleaning. Fabricare Cleaners offers drop-off services for departing passengers and airport employees. Same-day alterations and repairs are also offered. Their location is pre-security. • Luggage and shoe repair. Located pre-security in the domestic terminal, this shop offers shoe repair, baggage repairs, key cutting, and leather accessories. • Baggage storage. CDS Ltd. Baggage Services offers baggage storage at rates of $5.00 to $6.50 per item. Located pre-security in the domestic terminal, this service is open from 5:00 a.m. to 11:00 p.m. • Priority baggage services. Located in the international terminal, priority baggage service pro- vides baggage storage as well as baggage pickup and delivery services and tools and packaging for shipping bicycles. • Gateway valet and concierge. Valet parking services provide drop-off and pickup at the domestic and international terminals. Rates are $26 per hour, $38 per day, and $206 per week. • Bank. The Royal Bank of Canada has a full-service branch open from 9:00 a.m. to 4:30 p.m. weekdays. D. Culture, Entertainment, and Education • Children’s play areas. The airport provides four unsupervised children’s play areas, one in the domestic terminal pre-security and three post-security—two in the domestic terminal and one in the international terminal. • Public observation area. A free observation deck is provided on the fourth level of the domes- tic terminal with floor-to-ceiling windows, free telescopes, interactive kiosks, air traffic con- trol listening stations, real-time flight activity displays, and videos showing how baggage is handled. There is also an interactive display of the island on which the airport is built that shows its past and present. • Guided tours. The YVR Explorer Tour is offered twice a week and covers the pre-security areas of the airport, including the First Nations (Native American) art collection, environmental programs, airport operations, terminal architecture, and other features of the YVR terminal. • Self-guided tours. Several self-guided tours are available free at the airport or by download from the airport’s website, featuring a map of the terminal with points of interest marked on

224 Improving the Airport Customer Experience the map and described on the accompanying pages. Tours include the Explorer Tour, Art and Architecture Tour, Family Fun Tour, and a Sustainability Tour. • Aquarium. The airport’s connection to the rugged outdoors of the Pacific Northwest can also be seen in the 30,000-gallon aquarium (see Figure A-9) located in the domestic terminal. The aquarium is operated by the Vancouver Aquarium and is home to 5,000 creatures. A separate tank features jellyfish. Figure A-9. Aquarium and Creek, Vancouver International Airport.