I just popped into the BIT pre-conference seminar, and listened to Roddy Boggus—from Gresham, Smith and Partners—discuss how the changing consumer is affecting terminal design. During the session Passenger Processing: An Architect’s Perspective, Boggus mentioned one particular group of airport patron that could change the landscape of the entire air travel process: “Millennials”.
These Millennials are the offspring of the Baby Boomers, and are expected to soon outnumber the Generation X-ers and the Baby Boomers. These customers are tech-savvy and are hungry for technology-related convenience. Ticketing kiosks, electronic bag tags, e-boarding passes, and electronic check-in are just a few of the many ways Boggus recommends airports can keep up with the Millennials’ needs. With all the extra space offered up by these transitions to advanced technology, airports can expand their services in other areas (e.g. bag drops, concessions, etc.). It’s a win-win situation.
Airports are changing because consumers are changing. Proof that airports are, and always will be, devoted to improving the customer service experience.
Kudos to the BIT Committee for getting these great speakers!
-Vicky Houghton, Sr. Mgr. Communications & Marketing
Don Boggus
/ October 11, 2009I know that guy-Boggus. He is a darn good
speaker and has quite wit about him. And, he is quite knowledgeable about the airline industry. One should make an effort to read his ‘tongue in cheek’ articles in the Passenger Terminal magazine with his ‘Boggus Talk’. I know, because I am his Dad,