Situation
Digital devices such as phones, tablets, and laptops are an essential part of modern air travel. Many passengers use their phones to access boarding passes and travel information, keep in touch with family and friends, and stay entertained during their journey. Therefore, easy and convenient access to charging facilities is more than just a practical service: it is central to creating a reassuring and seamless passenger experience. To meet this essential need, a major northern European airport introduced a range of different charging solutions, each with its own features and locations.
Complication
Over time, the airport had seen declining passenger satisfaction with access to charging facilities. The client already knew that this was partly due to an insufficient number of charging points, frequent technical faults, poor visibility, and a limited range of solutions to meet passengers’ different charging needs. As a result, the airport was falling behind compared to other European airports. To reverse this trend, an evaluation of the new alternative charging points and how they performed with the passengers was needed. Here, Epinion combined qualitative and quantitative methods to research the matter, gathering insights from passengers using the newly introduced charging solutions.
Recommendation
The study found that passengers’ charging needs and expectations change as they make their way though the airport. Charging solutions need to be easy to access and have sockets compatible with the international passengers’ devices, but visibility and comfortable seating are also important considerations. On this basis, Epinion provided specific feedback on the different types of charging stations and advised on which combination of facilities would best meet passengers’ needs and preferences – and which should be avoided altogether.
