Situation
For many passengers, an airport is often an environment characterised by time pressure and limited opportunities to deal with unexpected needs. This also applies to the need for menstrual products, which can arise suddenly during a journey, where access to shops, luggage or personal supplies is not straightforward. For this reason, a major international airport wanted to explore how providing travellers with menstrual products free of charge could reduce stress while also supporting a more caring, inclusive, and customer-focused passenger experience.
Complication
The airport in question had launched a pilot initiative in which passengers had access to free menstrual products at selected locations, but a robust evidence base was needed to assess whether the solution should be adjusted, expanded or implemented more widely across the airport. The challenge was not only to understand whether passengers noticed and used the service, but also whether it worked effectively in practice in a busy travel environment, where needs can arise unexpectedly and where usability, hygiene and accessibility are essential factors.
Recommendation
To understand the impact of the service, Epinion conducted a qualitative evaluation among both actual and potential users in order to explore both specific user experiences and the broader significance of the service. The study showed that free menstrual products are perceived as highly relevant in an airport context, because the need can arise unexpectedly and passengers do not always have easy access to their own products. The analysis also found that the solution not only meets a practical need in emergency situations, but also holds considerable emotional value for many travellers, who said it can help reduce stress and strengthen their perception of the airport as caring and customer-focused. In addition, Epinion was able to advise the airport on how to practically enhance the service to make it more user-friendly for the many passengers who need it.
