For a big subset of vacationers, the airport lounge could make or break a journey.
Whether or not it is a extra utilitarian use like having someplace to seize espresso, dinner or a drink earlier than a flight or do work throughout a connection, or wanting to start out your journeys in luxurious with free drinks and snacks away from the hustle and bustle of the primary airport, lounges is usually a essential a part of a visit.
However not all lounges are created equal, as most skilled vacationers know — and as J.D. Energy has discovered.
The info and analytics agency unveiled its first-ever U.S. airport lounge benchmark research on Wednesday, rating which lounge networks clients see as one of the best.
Notably, the research centered on normal membership entry lounges and never unique business-class lounges like United Airways’ Polaris Lounge or American Airways’ premium Flagship Lounge.
The research measured buyer satisfaction throughout eight principal standards, weighted based mostly on significance and plotted on a 1,000-point scale. These standards had been perceived worth of expertise, weighing the advantages in opposition to the prices; workers; meals and beverage; cleanliness and maintenance; facilities; ease of accessing lounge; atmosphere; and Wi-Fi high quality. Knowledge was collected in September and October from surveys of 1,430 vacationers who visited a U.S. airport lounge at the very least as soon as prior to now 12 months.
American Specific’ Centurion Lounge community topped the rankings with 782 factors out of a doable 1,000, adopted by Capital One Lounges and Delta Sky Golf equipment, which tied for second place at 773 factors every. Chase Sapphire Lounges had been shut behind with 771 factors. American Airways Admirals Golf equipment (753 factors), Alaska Airways’ Alaska Lounges (748 factors) and United Golf equipment (705) all ranked nicely however fell under the research’s common rating of 758.
The lounge benchmark research additionally provided some fascinating insights into what vacationers typically take into consideration lounges and the way they see them within the context of their total journeys.
Highlighting how integral lounges have develop into for some vacationers, practically half (47%) of lounge customers surveyed reported that they plan the routing of their journeys round lounge entry, and 82% stated that they select which airline to fly based mostly on what lounges they will entry.
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Meals and drinks had been the preferred lounge amenity, with practically three-quarters (74%) of respondents citing them as a cause they use lounges. Relaxation and leisure had been listed as a cause by 62% of customers, and escaping the airport crowds was highlighted by 37% of the folks surveyed. Curiously, 37% of these surveyed stated they use the lounge as a result of meals and drinks within the terminals price an excessive amount of, confirming that for some frequent vacationers, the price of lounge entry may be made up in financial savings.
Talking of lounge entry, premium bank cards are the primary means that about one-third (34%) of survey members entry lounges, whereas 21% stated they’ve entry by their elite standing. Solely 18% stated that they preserve a lounge membership separate from their bank card or standing.
The vast majority of vacationers (56%) spend 31 to 60 minutes in lounges, on common, in line with the survey. Curiously, total satisfaction scores averaged 39 factors larger amongst those that spend greater than two hours in lounges.
One facet the research did not handle is overcrowding, which has resulted in lengthy strains and waits to enter a few of the hottest lounges.
That crowding is finally an indication of how standard lounges have gotten. One other signal: Airports are beginning to incorporate parts from their designs in public terminal areas throughout renovations, in line with Michael Taylor, J.D. Energy’s managing director of journey, hospitality and retail.
“Lounges are clearly resonating with vacationers, as expanded entry by bank card perks and different non-status-related presents has fueled demand, bringing with it the unlucky facet impact of elevated crowding,” Taylor stated. “That is driving the demand for added lounge area inside airport terminals.”
Trying so as to add a lounge go to to your subsequent flight? Make sure you try TPG’s complete guides to find out how to entry airport lounges and one of the best bank cards that embrace lounge entry as a perk.
