Airport Dimensions reports signs of recovery in US lounge market

USA. Data from Airport Dimensions shows that the lounge market could be heading towards recovery, with recent weeks marking the busiest period for the group since the beginning of the pandemic last year.

From the end of February 2021, Airport Dimensions lounges have seen a steady increase in visitors, with US lounges performing particularly well against a backdrop of improving domestic travel. Airport Dimensions said that its sleep offering in the Middle East also continues to perform strongly, with occupancy levels reaching record levels.

The Club lounges at Dallas Fort Worth International Airport and Cincinnati/Northern Kentucky International Airport have seen the biggest increase in visitors, both performing at well over two-thirds of pre-pandemic 2019 visitor rates, with Orlando International Airport close behind.

These increases demonstrate a growth in confidence among travellers, said the company. Strict hygiene and safety protocols have been implemented throughout Airport Dimensions lounges from the start of the current crisis, and customer reviews reveal that this, along with the reassurance of high quality customer service, has made travellers feel “comfortable” along their journey. This year, customer service satisfaction scores have so far averaged at 97% in The Club lounges across the US, while cleanliness has received an overall rating of 95%.

A move towards more touchfree technology-based options has further contributed to customer satisfaction, it added. 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 drinks from their own devices, has been welcomed by travellers to The Club JAX.

Among comments from The Club visitors, one guest said the staff at The Club JAX were “so friendly and helpful, especially with the restrictions in place”, while another commented that staff at The Club in Las Vegas “kept the lounge super sanitary and clean”, and were “courteous and kind.”

Airport Dimensions President (Americas) Nancy Knipp 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. We’re very grateful to our loyal customers, who can find a safe haven in our lounges away from the hustle and bustle of the airport, and the key priority for us is to continue to provide a range of innovative solutions that make our guests feel safe and comfortable during their travels.”