Blogger Wendy Waters aptly described the importance of an airport. She described them as being "a gateway to a city"… "a first impression – and a last impression."[1] A well designed, fully operational, well managed and highly efficient airport can thus evoke an easy and pleasurable experience for both business travelers and tourists. Speed and quality of service, ease of travel and an unforgettable customer experience, thus, contribute to the likelihood of returning visitors and frequent business travelers.
The Ninoy Aquino International Airport (NAIA) serves as the primary gateway to the Philippines. NAIA, comprised of Terminal 1, 2 and 3, hosts all international flights and services around 27.1 million passengers on an annual basis. The current state of the airport especially the 28-year old Terminal 1, has received much criticism from both local and foreign passengers in the past several years.
Much focus and attention is again placed on NAIA following it being voted as the worst airport in Asia and the 5th worst in the world for 2010, according to the website, "The Guide to Sleeping in Airports". Online voters were asked to rate airports based on safety considerations, availability of comfortable seating, facilities and services to pass the time and the friendliness of the staff among others. Reasons as to why NAIA ranked so poorly in the results were attributed to the numerous and long queues, the bad shape of the airport and the condition of the toilets, lack of facilities for transit passengers and prevalent theft and bribery.[2]
Much has been said about the role of the government in the rehabilitation of NAIA - the political will to improve the physical infrastructure, the urgent need to professionalize and streamline processes to improve efficiency in the services, the need to modernize systems and equipment, the corresponding budget to implement and sustain all these and the fight against corruption. Admittedly, the government indeed plays an integral role in this regard and the numerous suggestions and unsolicited advice directed to airport officials warrant much consideration. What remains silent in the discussion, however, is how can we, as citizens, improve the quality of services in NAIA and how can we contribute in elevating its conditions.
The following are some ideas on how entrepreneurs, businesses and representatives from various sectors can help improve the state of our primary gateway and hopefully contribute in creating a lasting positive impression to the Philippines' visitors:
- Passenger self-service systems
Installation and implementation of self-service systems can help reduce long queues and promote efficiency in the process. Traditional check-in counters can be complemented with self check-in counters for passengers without check-in luggage. In this way, lines can be decongested and options can be made available to passengers.
Self-service portals can also be developed to facilitate on-line payments of terminal fees and travel tax to make the airport experience hassle-free for travelers. Self-service systems can also be developed for other services as a travel desk where business travelers and tourists alike can view city tours and local destinations and avail of these packages and the corresponding accommodations, tours and modes of transportation to get there. Other conventional self-service systems that can be made widely available include vending machines for snacks and beverages and mobile phone cards.4
- Luggage services
Lockers and storage services are especially relevant for passengers who intend to sleep in or transit through the airport. Facilities for the safekeeping of personal belongings as passengers await their connecting flight and/or sleep through the night is a necessity.4
- Rest and recreation
An area of improvement that was highlighted by The Guide to Sleeping in Airports" website pertains to services for passengers to pass the time. Although Terminal 1 and 2 currently offer lounge services, access to these facilities are not as widely available. An idea is to offer pay-in lounges where passengers can more comfortably sit and dine as they wait for their flight. Passengers with lounger hours to spare can also have amenities to sleep and shower in.
Apart from the current massage services, other wellness establishments that can be offered in NAIA include spas, parlors, nail salons and fitness centers. Apart from the usual duty free shops and restaurants, other retail establishments in the airport can include those that promote local talent and craft as in boutiques of local Filipino designers, craftsmen and furniture makers. Alteration and courier/logistics services can also be made available to complement these establishments. To promote Filipino art, music and film, a lounge or mini theater can perhaps be used for this purpose.
Other rest and recreation facilities can include day care centers, gaming arcades and casinos.4
- Transportation services
Public transportation within NAIA is limited to taxis and car rentals. In the absence of a more sophisticated transport and rail way system, one way to decongest traffic in the vicinity of the airport and to make the commute to and from the airport more stress-free for visitors would be to establish a shuttle service to different key cities in the metro, i.e. Makati CBD, Ortigas CBD and Manila. Initially, the idea is to have a shuttle bus with several routes to cater to guests billeted in different hotels in Metro Manila.
Transfer services between Terminal 1, 2 and 3 should also be made available until these 3 terminals are interconnected. 4
As in the other pressing and critical issues that the country is faced with, the government plays a pivotal role in addressing the concern at hand. However, Filipinos must recognize that the citizenry can and must also play a role in the solution. Collaboration, innovation and modern day bayanihan is key towards a progressive future.4
References:
1. Waters, W. (17 Sep 2007). The Importance of Airports. Retrieved from http://allaboutcities.ca/the-importance-of-airports/
2. [1] The Guide to Sleeping in Airports. http://www.sleepinginairports.net/worst-airports.htm
[1] Waters, W. (17 Sep 2007). The Importance of Airports. Retrieved from http://allaboutcities.ca/the-importance-of-airports/
[2] The Guide to Sleeping in Airports. http://www.sleepinginairports.net/worst-airports.htm
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