Oh airports, airports, airports. Why do you always do this??? You market yourselves as a convenient location for spending (mandatory) time waiting for a flights to depart, with luxury shopping and eating too little seats that are not in a commercial establishment and then you mess up on some of the most basic things. I could write an entire book about the negative experiences I have had in airports and the appalling customer service that some airlines deliver some of the time, but that isn’t what I will focus on today in this post.
What I want to focus on for today is why do airports have their own apps? Please answer me. It’s a genuine question that I am really trying to understand. So comment in the bottom if you have a view on this.
Visiting airports as I do I get bombarded with more information on their app and how to download their app than I do on how to connect to their wifi (another topic to discuss) or where the restroom is. And I cannot help but think that they must have wasted a lot of money on these apps. What is the return? Who actually downloads CPH airport app and uses it on a more than monthly basis for a sustained number of months? I suspect that if you look at the demographic you have 2 main groups of people who download and use it, let’s explore these:
- People who travel seldom and go to the airport or in preparation for going to the airport download the app in the vane hope that it may help them find their way around the airport better. They will then delete it after their holiday is done or not delete it but will never open it again.
- People who paid for the app to be created.
Can anyone think of anyone else? I can’t. If you answer a business person then you are wrong. I did a survey of the business people I know and none of them have the app. If they did they would have the app for every airport in the world and that is a lot of useless apps.
So who decides in an airport’s organisation that an app is a good investment for an airport or rather how do they justify the expense of paying for an app to be developed for their airport? Some ideas?
- Marketing think it would be a great way to better promote the facilities the airport has to offer. read; drive more people to the shops and restaurants. This doesn’t materialize as no one uses it.
- We need to have an app because, you know, apps. Probably the best reason I can think of to have an app. I mean, apps.
- Our airport needs to be more accessible to all and an app will help travelers find the info they need about the airport quicker/easier. Clearly a user experience walk-through and a bit of money on some improved signage would be a better proposition. How many elderly people have a smart phone and out of that proportion how many know how to download an app and out of that many how many can read your app without then having to look for their glasses, oh and by that time they really should have found a bathroom already. Sorry.
So by this time I think we have 100% established the futility of an airport having it’s own app. So what can airports do to positively improve the user experience? I look forward to your suggestions!