How can Hartsfield improve?
What can Hartsfield-Jackson do to improve passenger satisfaction?
The airport fell to No. 10 in the just released J.D. Power satisfaction study — down from No. 8 in 2008, AJC staffer Kelly Yamanouchi reports.
The study of North American airports is based on surveys of passengers and considers six areas — airport accessibility, baggage claim, check-in and baggage check process, terminal facilities, security checkpoints and concessions.
Hartsfield’s largest areas of decline were airport accessibility and check-in and baggage check, Yamanouchi reports.
What should be done?
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112 comments Add your comment
34
February 19th, 2010
6:06 pm
Refresh my memory..how is the art racist?
Captain Jack
February 19th, 2010
6:16 pm
Passengers are often rude and check their brain with their luggage.
I agree the concession people often have a bad attitude but then again, if I had to deal with all the rude and demanding customers they do, I probable would have a bad attitude as well. Especially since I would be making minimum wages.
As to the terminal design, give me a break. The main terminal is very old. So to have a big open airy terminal would require blowing up most of the existing terminal and starting over. A logistic and financial nightmare that no one with a brain would even consider.
No airport in the world handles so many people so efficiently. It may not be perfect, but to compare it to a small or midsize airport is not really fair. It is also unfair to compare the architecture to a new terminal.
That said, things can always be improved and a better management team for the airport might be a good idea.
Be careful what you wish for, you may get stuck with the bill.
Fly safe but often,
Captain Jack
BoyWonder
February 19th, 2010
6:58 pm
34…
Refresh your own memory next time you use any of the escalators…let your mind wander
Chris
February 19th, 2010
7:04 pm
Hartsfield is just simply not a nice, clean facility vs. most any other U.S. airport I have traveled to. And yes, I am from ATL.
J
February 19th, 2010
7:11 pm
yeah, that penguin statue at the airport is really racist.
Horsetoothedjackass
February 19th, 2010
7:19 pm
I definitely agree about the free Wi-Fi. That’s a perk that would make any business traveler or anyone who has a long layover a bit happier.
The baggage recheck with international flights will be a thing of the past for those whose destination is Atlanta, as the new International terminal will have its’ own baggage claim.
I do have to agree that the passenger drop-off and pick-up area is a mess. I’m always dropped off via a parking lot shuttle bus and having to cross from the middle island can be tough at times.
I also agree that the TSA folks here at ATL don’t make for a pleasant experience. I’ve seen TSA agents verbally dress down folks for not removing their belt or their shoes. There’s been times when it seems like they’re sending folks through lines where the TSA agent manning the scanner are being trained. I actually ended up having my personal bag hand searched because the TSA agent ran the bag through the machine THREE times and was still having trouble (It seemed as those every other person in that line was having this happen with one of their items.). A few days later, I take the same exact bag with the same contents through another airport and they only had to scan it once.
The TSA agents here could stand to be a bit more friendly and less “stick shoved up their butt”. I wish all TSA agents were like the ones in Las Vegas; they all seem happy to be there and the atmosphere at the checkpoints is a lot less tense and not stressful at all.
Well I can say that the food choices and retail outlets are a lot better than they were when the current terminal opened. I remember the overpriced food of mediocre quality at the generic snack bars.
With the car rental now being off-site, that will cut down on some congestion on the roads around the airport property, especially the rental car buses. At least here the rental car facility is connected via a people mover.
For those saying that Southwest needs to come here, until there is enough gate space throughout the day for them to operate a decent number of flights to various cities, they’re not coming. Their best bet is that one the new International terminal opens up, there may be enough extra gates on E for them to use 3-4 for the either length of their daily operating schedule. More than likely, the best bet for Southwest serving Atlanta would be if the Propeller Group is successful in buying/leasing Briscoe Field and turn it into a commercial airport.
Southern Comfort
February 19th, 2010
7:21 pm
Ha ha ha!!! I bet the main ones complaining about customer service there wouldn’t last a week or two working those same jobs. It’s easy to gripe and complain about how somebody was rude or unpleasant when you only dealt with that person for about 2-3 minutes. Why don’t you put yourself in the other person’s shoes for a while? Imagine having to deal with rude people over and over all day every day.
Before you ask, yes, I work at HJ. I don’t get the rude treatment as much as I see others get it because I’m in uniform working behind a badge. I try to treat people the way they treat me. If you show me courtesy and respect, I’ll give it right back to you. If you act like your sh*t doesn’t stink, I may get the urge to shove your head into darkness to let you find out for yourself.
I used to work for TSA, the attitudes you get from people astounded me. The majority of people were pleasant to deal with, but all it takes is for the few idiots to change your entire opinion on working for the public. People tend to forget that flying is a PRIVILEGE and not a RIGHT!! I understand and agree that when you pay your ticket, you should receive excellent service. However, just because you paid for that ticket, it doesn’t exclude you from complying with any and all rules involved with flying.
It’s quite simple. If you don’t like the experience, then don’t fly. If you choose to fly, then treat the workers as you would like to be treated yourself.
BoyWonder
February 19th, 2010
7:37 pm
Southern Comfort
You sound like a Mall Cop
That line of shoving someones head into darkeness pretty much sums up your mouth-breathing, knuckle dragging, hide-behind-the-badge mentality.
Go ride your Segway into the sunset
cliff
February 19th, 2010
8:08 pm
Good grief. Judging from the poor grammar exhibited here, most of you people probably can’t read
signs or follow written directions. Even some of the best comments contain the word “your” when it
should be “you are.” Leads one to think lots of flyers are headed for wrestling matches — not business meetings.
BoyWonder
February 19th, 2010
8:15 pm
Cliff…
You haven’t looked around lately when traveling the airports?
Although, I saw nothing in the comment heading that restricted the comments to business flyers.
Please tell me you haven’t just realized that most high school graduates read and write at a 8th grade level.
Just sayin’.
Southern Comfort
February 19th, 2010
9:09 pm
“That line of shoving someones head into darkeness pretty much sums up your mouth-breathing, knuckle dragging, hide-behind-the-badge mentality.”
I guess that pretty much sums up your less than stellar education too, huh? Gotta love the mentality here.
MB
February 19th, 2010
9:10 pm
Pedestrian walkways either above or beneath the pick-up/drop-off lanes so that pedestrians do not have to dodge vehicles and vehicles do not have to wait for a long line of travelers walking between the terminal and the parking lots.
Free wifi would be nice, as mentioned previously.
Vendor incentives for good customer service ratings (through mystery shoppers, for instance) to improve overall customer service, which is fairly poor at Hartsfield.
Overall, though, I think for the busiest airport in the world, it does a good job.
fpm
February 19th, 2010
9:35 pm
A big problem is that most of the employees that interact with the passengers do not work for the airport. We encounter TSA (government), ticket & gate agents (airline), and restaurant & fast food workers, taxi and shuttle drivers. None work for the airport (city of Atlanta) but they are the ones that make the difference between an enjoyable trip or a grind.
Word Nerd
February 19th, 2010
9:43 pm
@Cliff … THANK YOU! I am cringing at “your” instead of “you’re” or “you are.”
Steve
February 20th, 2010
2:31 am
I live in Atlanta and work in Japan. Every airline and airport should come to Asia to view how customer service is supposed to be. Everyone does their job and takes pride in doing their job well. It is always a shock when I come back to Atlanta and am greeted with the crappy customer service that is the standard everywhere in the USA. By the way, most places in Asia there is no tipping but you always get exceptional service.
37 Year Airport Worker
February 20th, 2010
2:15 pm
Interesting to read all the these comments. Yes, there’s rude employee’s, but customers who arrive late and immediately start spewing personal insults and yelling in foul language because of their irresponsible behavior can expect to get little if any help, never mind empathy or courteous service.
As a sometimes traveler myself, I have to question why arriving and departing passengers have to
congregate on the same level of the terminal. Whoever came up with this idea should be thrown under the bus.
Airportrockers
February 20th, 2010
2:19 pm
I agree. There are up to a dozen people a day that twitter how much they enjoy the rocking chairs at Charlotte. Read any newspaper articles or blog that lists what passangers like/want the most at their airport &
you’ll find rocking chairs on that list. About 150 airports now have rocking chairs in their terminals. Come on Atlanta get those rockers,
your customers are waiting.
Allen
February 20th, 2010
2:34 pm
The best way to improve customer service at hartfield-jackson airport is build another airport on the north side of Atlanta.
Shannon
February 20th, 2010
2:39 pm
Spending a couple days each week of the year flying in and out of ATL, I have few complaints about the airport. I believe they move an excessive amount of people pretty darn well. They’ve made some improvements to the security/TSA area which is definitely an improvement. If I can get in and out of the airport as quickly and as uneventfully as possible, I am a very happy traveler. I suggest you visit other large airports on a regular basis before throwing ATL under the bus. In comparison to others like LGA, MCO, DCA, DFW, ORD, ATL really does a pretty good job.
bart
February 20th, 2010
4:26 pm
To begin with, Delta’s customer service is absolutelyl. That needs to improve dramatically. Baggage claim is a joke. It takes way too long to get luggage, if it hasn’t been lost. Bring in Southwest. Let’s get some decent competition. Maybe with DeCosta leaving, a new manager will be able to make some needed improvements. Make the Chattanooga airport an extension of Hartsfield for north Atlanta and north georgia.
bart
February 20th, 2010
4:28 pm
Delta’s customer service is absolutely awful. Sorry for the error.
Dr J
February 20th, 2010
4:55 pm
Hold some attitude training classes for employees who work in all of the concessions. The words Thank You are seldom heard and when they are it sounds cursory. If you ride on the train, the seats on each end of the coach are usually filled with airport employees. Hardly an elderly demographic.
globeflyer
February 20th, 2010
5:14 pm
I can understand what a lot of you are saying, and agree with most. What I would like to submit is the airlines (as a whole) have a hard time posting profits and, because of that, can’t hire the same quality of employee they used to employ. When a “frontline” employee can make as much “flipping burgers” as they make slinging bags or answering questions, it’s no wonder customer service takes a hit. With the economy down as it is, I find it amazing that the airlines can’t hire higher-quality personnel than they do. One idea I have is that the “average” person will not put up with the pressure from supervisors to be “on time”, while at the same time, take all the grief from passengers who are not happy with _________ (fill in the blank)….all this for close to minimum wage. The airline business is only glorified bus travel nowdays and that is what the customer has transmitted to the marketplace. For those who think SW is the answer, then you are telling the market what you expect from airlines and that is what American, Delta, Continental, etc. are trying to emulate. If you will be happy with a “cattle car” environment for a minimum price to Europe, then you will eventually get what you want. What you are willing to put up with, in exchange for cheaper fares, is up to you. For me, I want a bit better than that…
GaGirrl
February 20th, 2010
5:22 pm
Airportrockers: While rocking chairs are nice, as Captain Jack said, comparing Hartsfield to a midsize airport such as Charlotte is unfair. Charlotte has also gone through major construction and renovation over the past few years (partially funded by public bonds), so if you want that fantastic view from a rocking chair, you better be ready to pay for it. Also, if they’re going to spend money, I’d rather it be for something other than that.
I’ve been flying for over 32 years and HJ isn’t by far the worst airport I’ve flown through (JFK with it’s miniscule, crowded and uncomfortable gate seating area comes to mind – and free wi-fi doesn’t make up for it). Most of the issues that people mention aren’t under the control of the City of Atlanta or the airport authority, but I do agree with a few suggestions:
1. Either allow shuttle drop offs next to the curb or put in traffic signals like LAX to allow travelers to (somewhat) safely cross the median.
2. Cellular lot – most definitely a good use for the old car rental lots.
3. Very few large airports offer free-wifi because the ISP charges to maintain it, but I’ve heard they’re researching for a free option.
4. If HJ is concerned about their rep because of crappy concessionaires, they should put penalties in the their contracts for bad service, mystery shop them on a frequent basis and post customer service ratings for each concessionaire – money talks.
5. Better landscaping and refresh the interior – the facility is old but it doesn’t have to look like it. I’m not sure how DTW managed to score high because the ability to get between terminals is a mess, but that $431 million they spent on the North Terminal was probably a key factor. Again, HJ could score higher, but are Georgians willing to pay?
If you look at the actual study results (http://www.ajc.com/business/hartsfield-jackson-ranks-10th-311859.html)
those perks like Wifi and chairs aren’t what drives customer satisfaction.
>>Hartsfield-Jackson’s largest areas of decline were airport accessibility — including the attractiveness of airport grounds, ease of dropping off and picking up passengers, signs, traffic flows and parking — and check-in and baggage check, said J.D. Power vice president Stuart Greif.
bacchus
February 20th, 2010
5:27 pm
Create a cell phone lot. Build the new International terminal so that it doesn’t take 2 hours to leave the airport after landing in ATL. Whenever I travel INTL, I try to carry on only just to avoid the ATL baggage collection idiocy.
Paul
February 20th, 2010
5:42 pm
Signs on the escalators: Walk left, stand right!
Link
February 20th, 2010
5:57 pm
Get the city out of it and privatize. Anything run by the City of Atlanta creates a bad work environment for anyone involved. It is a disgrace and simply a jobs program and cash cow for the city. City of Atlanta has no idea what customer service is.
Former Atlantan, now in New York
February 20th, 2010
6:14 pm
I think the ATL says it all when your largest customer (e.g. Delta) distributes a one sentence ’send-off’ for the soon-to-be airport manager, Benjamin DeCosta. The airport as it is today, continues to waste tax-payer funds and is treated as a joke by the international community. Just ask those travellers who have to commute through 4 concourses just to leave the airport. The loss of airport status can be attributed to two counties who can’t seem to cooperate on a revenue sharing programme. The city (Atlanta) does not seem to care about the visitors to their city to the extent the airport exhibits an African country for visitors to experience the art work in the underground mall between Concourse T and Concourse A. Well Done. You should be proud.
Former Atlantan, now in New York
February 20th, 2010
6:15 pm
Forgot to add….what ever happened to BestFest? (1993)
GK
February 20th, 2010
6:30 pm
I’m chuckling at the comment suggesting Delta’s customer service could learn lessons from Walk-Over-Ya, I mean Wachovia. I only chuckled rather than laugh out loud because it’s unfortunately true.
Baggage claim is such a joke that I would still carry on my bags and fight for bin space if I weren’t Medallion or weren’t charged check-in fees.
The only counter service worth a darn is Popeye’s in Terminal B – I LOVE the breakfast ladies who work there. I’ve been called honey, sweetie, baby, my darling, etc. so much that my wife’s jealous. Their food may cause me to have a coronary but I’ll die with a smile on my face.
Scott Anderson
February 20th, 2010
6:31 pm
Lets see . Larger seats and leg room in coach, so we arnt shoved in there like sardines. All about the money.
More cabin bin room. Hard to believe you cannot get your carryon in the bin above you seat.
Southern Comfort – how rude that was about shoving someones head where the sun dont shine or whatever. Its cops like you that give Atl a bad name.
I have seen my examples of poor customer service and rude employees in the airport. Where are their heads ? If you dont want to deal with the public dont take the job. Geez Louise.
Parking is a pain, always has been and I been going to the airport for 30 years. Need easier pick up of passengers.
Even if I wear a flag pendant I will still be strip searched and told to take my shoes off.
Quick story – one time I was on the way to New York and was chosen as the only passenger to stay back and get extra attention. I had chosen to wear a hoodie because its so cold on airplanes. All the other passengers saw them pull me out of line. They asked me to take off my sweaters and all articles. Searched me. I did but I was so pissed. After it was over and they found nothing. They told me to get dressed. I made a sincere attempt to get dressed in slow motion. It must have took me 15 minutes. I was dressing like I was 4 years old. Took me five minutes to get my shoes on. Thats the way I fight the power.
Get new cabbies that speak english.
Keep the homeless from riding the trains.
Put more sleep units in the layover areas. I will pay 20-30 bucks for a good one hour sleep.
wifi would be nice
GK
February 20th, 2010
6:33 pm
Oh and how about moving sidewalks in those loooonnnnnggggg terminal concourses?
triodethom
February 20th, 2010
7:08 pm
Here a Thought that work every time for me. Show that southern charm first. Smile at the customer service agent and ask how they are doing ? Then ask for help. Be polite and act like you have all the time in the world on some level let them think you would enjoy taking up their whole day . If they fail or look at you like you are a dog ask to see the manager. Then when the manager comes ask them how they get through the day having to put up with such bad help. And ask if they could help you . By this point they will help do what ever it take to get rid of you. By the way Delta is run by northwest management with their no nonsense direct in you face style . So the customer service agents are on their on with out time to be friendly . When you treated like a robot you will act like a robot.
Lulu
February 20th, 2010
7:40 pm
Customer service is abominable everywhere. If clerks cannot smile and be pleasant then they don’t need to be working in a sevice oriented environment. Delta’s employees are among the worst. When I have an opportunity to fly Southwest, it’s remarkable to me the difference in customer service. Southwest employees are actually nice! Hopefully, a new airport manager will be able to make some positive changes.
wmac
February 20th, 2010
8:18 pm
Free wi fi, it’s supposed to be the world’s busiest airport, you make enough money, throw us a bone will ya…
and another thing...
February 20th, 2010
8:22 pm
Well said, Ralph and Jennifer. If employees are working for other companies but are located within the airport, they should still provide a smile and be polite to customers, they are also representing the airport and the city of Atlanta. I don’t know if the Atlanta Ambassador group is still in downtown, but maybe they could teach some of the security standing around how to smile as well.
mona lewis
February 20th, 2010
8:50 pm
train people working at the airport from top to botton to be more be professional. young people walking around pants half off, employers talking on their phone while working, so many rude people -when you need to ask for an help. my last time in atl. i went to the information desk, the woman did not stop reading her book to assist people. she acted angry that anyone came an asked at the information desk. a lot of Delta employes are very rude,i do appreciate the the information people located down by the trains all have been very helpful and with a smile.
platinum flyer
February 20th, 2010
8:58 pm
Minneapolis is an airport I fly in/out of multiple times a year. Almost all the airport employees there are pleasant and easy to deal with (never have I encountered anyone I would think of as surly, unlike in HJ). I wonder if it is that they are getting higher than minimum wage (doubtful) or if Minneapolis residents just have higher standards? The airport concession employees here aren’t really any worse than the fast food workers throughout the city– our city just seems to tolerate this standard of service…
I will cut the Delta employees some breaks- they’ve been through layoff after layoff, several pay cuts, and are doing more than 1 person’s job with no job security (no, I don’t work for Delta). I somewhat understand their harried behavior.
If airport is looking for a service training model, they should go to In N Out Burger training facilities. Each location of that place the customer service is phenom. Maybe they pay more, but I also think they just have higher standards (and maybe nicer managers).
as for rude TSA, SFO had ATL beat on that score for ages. However, my last two flights at SFO the TSA screeners were all friendly and polite. They had definitely heard, and acted on, complaints. So ATL airport users, if you encounter poor service, TAKE ACTION AND WRITE TO COMPLAIN. Together, maybe we can change things.
Bill
February 20th, 2010
9:12 pm
What a bunch of petty complaints: it’s an airport, not a shopping mall or fine dining establishement. I travel nearly every week, and Hartsfield is one of the most efficient airports out there.
Having said that, it is also one the the hotest (even in the winter), and one of the nosiest airports around.
Turn off the idiotic Homeland Security announcements inside of security, where they are irrelevant.
Get rid of 75% of the blaring CNN monitors.
And as the landlords and business managers, take a stand against the most uneducated and rudest TSA staff outside of JFK and Philadelphia.
airport server
February 21st, 2010
9:09 am
I work at the airport in tghe food section, We are taught too not care about the customer but serve the food and carry on. So that’s what we do. Silly!
Fair and Balanced
February 21st, 2010
9:50 am
Atlanta is the largest metro area in the US with only ONE airport. I think this is because of Delta’s monoply and the fact that the chamber of commerce likes to boast of being “the world’s busiest airport”. As if that claim to fame is a good thing for travelers. Clearly a secondary airport is needed to handle the amount of people in the area. And a second airport will allow for other carriers such as Southwest and JetBlue to enter the market. Will Delta let this happen? Will we continue to be held hostage to an overcrowded and ill-served airport?
Frequent Traveler
February 21st, 2010
10:03 am
Atlanta Hartsfield is possibly one of the worst airports in the world! From parking, to TSA Security, to accessibility, customer service and services – oh, and of course, Delta Airlines, which seems to dictate all service. It is a disaster! Whoever designed this facility should be sued. Altanta needs to scrap it and build a new one, with easy access by travelers. It is the only airport in the US you have to be at (even with an electronic ticket/bordering pass) 2 hours in advance in order to catch you flight!
For inbound passengers, baggage claim is a joke as is the accessibility to ground transportation. I am surprised there aren’t more medical issues, given the lack of planning and convenience.
al
February 21st, 2010
10:17 am
A cell-phone lot so people picking up arriving passengers don’t have to park or drive around wasting gas and clogging the road right around the terminals but can wait in their cars very close to the pick up curb until their passenger calls them to say they are waiting by the curb with their luggage in hand. Of course, this won’t generate any income so the airport probably won’t be interested. Philadelphia has a lot like this as do other cities.
Jim Ragan
February 21st, 2010
10:43 am
I agree with an earlier poster-It is high time to bring Southwest Airlines into the Atlanta Airport. I used their airlines about three times when I lived out in Southern California back in the 1990’s and had the best time, especially since the customer service and attitudes from the flight attendants were great. If Delta is so confident, they should shed their parochial mindset and not be afraid of more competition in their own backyard of Hartsfield-Jackson.
Phil
February 21st, 2010
12:13 pm
Lot of things… make the airport more open, offer more seats, free wifi, work with the airlines to ensure that there is another train underneath the terminals (how many folks out there have landed at E28 and have to fly out of A36 in 39 minutes connection time.)heck, Atlanta, make an offer and buy Delta’s Cincinnati terminal (or the new terminal at Raleigh/Durham). So roomy and quick to move around. Delta’s hubs are easy and quick to move in, that in the future I will pay more money to avoid flying through Atlanta. Both Atlanta airport and their airlines need to get their heads together. As far as bringing in Southwest, Delta has always run from them. They could have crushed them when they acquired Morris Air in Salt Lake City and chose not to do so.
Brian
February 21st, 2010
1:24 pm
We just got back last night from a trip to Cabo. We landed at 7:00 p.m and walked out of the airport at 9:00 p.m. Two hours to get out of the airport? After clearing customs, we put our bags on the conveyor belt in the E terminal to send them up to Baggage claim. The first bag came in 15 minutes, the second one in 45 minutes (30 minutes apart even though we placed them on the belt at the exact same time,
Our airport is a joke!
Consider
February 21st, 2010
1:26 pm
Follow some of these low wage employees back to their neighborhoods and spend the night with them. Gunshots piercing their surroundings. Most of them get up 5AM to catch two buses and two trains to arrive at work on time before seeing their kids off to school. They know that their pay checks will not begin to cover the necessities. No health care. No leave with pay which means they can’t take time off to look for a better job. One day off without pay means not enough money to cover rent which may result in them becoming homeless. Stress on the job from working at the world’s busiest airport. Stress back in their neighborhoods due to all the foolishness. Who can smile all day living under those circumstances.
Justine
February 21st, 2010
1:30 pm
I agree there is a need for a CELL PHONE lot. I have been to many cities, including DC, where these lots exist. They allow you to await the arrival of passengers. They are safe and cannot be abused because if someone is not with the car it is towed.
I travel a lot and believe it or not Hartsfield-Jackson is about the easiest to get around in IF YOU READ THE SIGNS AND PAY ATTENTION. But here are my complaints:
1. Something must be done about parking and the rates. We are not trying to buy a parking space just rent it for a few days.
2. It has become way too expensive to rent a car at the airport. While this is true of most major airports, Hartsfield=Jackson is about the highest.
3. Courtesy and knowledge by staff for their particular duties is often lacking. Surprisingly, the lowest paid workers at the airport are often the most courteous. I cant help it is the airlines are cutting back on your salary and benefits. You can still be professional and courteous.
3. There should be free WIFI at the airport. This would help calm a lot of people who are experience delays or have long lay overs. Why do you have to be so petty and charge for it.
I enjoy using the airport, but I just dont feel the people are doing all they can to make it a joyous experience instead of a nightmare.
jdmcallister
February 21st, 2010
1:49 pm
Why can’t Atlanta have a “Cell Phone Lot” like other airports? Individuals who are going to the Airport to pickup a person park in this lot while remaining in the car. When the passenger calls to report that he or she is in the terminal, arrangements are made on where the pickup will take place. This way people who go to the Airport to pickup someone will not have to fear the rude Atlanta Police who force you to continue circling back to the pickup lanes.
your kidding
February 21st, 2010
2:10 pm
Don’t you know that HJ is the training camp for Atlanta City Government?