Data from an international passenger terminal lounge operator, Airport Dimensions, indicates that the lounge market could be heading towards a post-Covid recovery, with recent weeks marking the busiest period for the group since the beginning of the pandemic last year. Busy lounges can be a bellwether for recovery of the aviation sector.
The company reports that, from the end of February 2021, its lounges overall have seen a steady increase in visitors, with its lounges in American airports performing particularly well. The Club lounges at Dallas Fort Worth International Airport and Cincinnati/Northern Kentucky International Airport have seen the group’s largest increase in visitors, both performing at well over two-thirds of pre-pandemic 2019 visitor rates, with Orlando International Airport ranking a close second.
Airport Dimensions’ sleep space offering in the Middle East is also continuing to perform strongly, with occupancy levels exceeding the company’s expectations – and indeed reaching record levels.
The company believes that these increases demonstrate ‘a growth in confidence among travellers’, with customer reviews indicating reassurance from strict hygiene and safety protocols. This year, customer service satisfaction scores have so far averaged at 97% in Airport Dimensions’ Club lounges across the USA, while cleanliness has received an overall rating of 95%.
The company also reports that implementing technologies that enable a more touch-free travel experience has further contributed to customer satisfaction. Contactless check-in has been introduced at various locations, and the debut of Ready 2 Order, by parent company Collinson, allows guests to order food and beverages from their own devices, has been welcomed by travellers to The Club JAX.
Nancy Knipp, president (Americas) at Airport Dimensions said; “We’re seeing significant growth across our US division, which fills us with optimism that confidence among travellers, and the travel industry itself, is beginning to return.”