Enhancing Transit Passengers Experience at Hamad International Airport

Rowley and Slack (1999) note that air travelers in transit are more likely to experience a sense of placelessness and timelessness, particularly because they travel across different time zones and between distant locations. Investigating the departure lounge of airports from the perspective of places where placelessness and timelessness could be exhibited, the researchers find that there is some level of sameness between passengers on transit, although their experience is influenced to some extent by cultural and national dimensions. As a result, the passengers’ sense of time and place may be softened but it is still present. De Barros et al (2007) also note that transit passengers in airports have different preferences and needs to destination and origin passengers, especially because they do not make use of access roads around the airport, while they are less likely to use some facilities in the airport depending on how the airport is configured, the type of transits, and service quality of airlines. Investigating the views of transit passengers on service quality at terminal buildings, the researchers find that flight information display quality and security check staff courtesy are among the most important services for airport transit passengers. Fodness and Murray (2007), on the other hand, set out to investigate the expectations of passengers in the airport service industry with regards to service quality, exploring the perspective of airport passengers in relation to airport experience. In their findings, the researchers note that that the passengers’ expectations of service quality at airports are a hierarchical and multi-dimensional construct that involves three main dimensions of diversion, interaction, and function. By going beyond traditional measures of service performance in airports and using newer aspects of airport service quality like activity, it is possible to improve passenger experience and fulfill their expectations.