Japan, South Korea, and Singapore Changi dominate the top 10. 82 Taoyuan Airport is so weak that only “human touch” remains?
Text: Cai Lixun Photo source: Photo by Wang Jiandong
Taoji once won the 13th place in the world’s top 100 airports in 2019, but it began to lose ground. In 2023, it will only rank 82nd in the world. Now the ranking has fallen in an avalanche, and its software and hardware are not as good as its neighbors. The crowded space has to wait for the opening of the third terminal three years later. What can be done to reverse the current situation?
Regarding the avalanche decline in the ranking, Taoji Company explained that in 2021, Taoji will only have 909,000 passengers, which is the lowest traffic volume in the 42 years since it started sailing; in addition to cooperating with the government’s policy of strictly guarding the country, two factors are reflected in the passenger service evaluation. lead to a decline in performance.
However, the traffic volume is not included in the Skytrax evaluation project at all, and the epidemic is a global phenomenon. The passenger volume of major Asian airports such as Singapore Changi, Korea Incheon, Japan Haneda and Narita have all declined, but the annual ranking remains in the top 10 in the world; London Heathrow, Amsterdam, Hong Kong, and Barcelona airports all increased in passenger numbers last year, but their rankings slipped back.
Hardware: The ceiling feels oppressive and the lighting is dark
Clearly, passenger numbers cannot explain the decline. In the eyes of passengers, why does Taoji not perform well?
“The Taoji hardware is congenitally deficient and out of balance,” Lin Junsheng, a professor of the Department of International Business and EMBA at National Taiwan University, made an observation. Lin Junsheng is a frequent flyer and has visited 142 countries. He bluntly said that the inherent shortcomings of Taoji are due to the poor planning of the terminal. It has been nearly 45 years since the first terminal was opened. Heavy, poor lighting.
Acquired imbalance means that the effect of terminal reconstruction is limited. Lin Junsheng observed that the first and second airlines have successively fine-tuned the interior decoration and expanded the capacity, but the old and new decoration styles of the two terminals are inconsistent. Unlike Incheon, Hong Kong and other airports, the dining area is planned together and has a sense of unity. Relatively fine.
Software: Dining and shopping have never been in the top 10
The hardware facilities are not as good as others, and Taoji has been stagnant on the server side in the past few years. Even in the golden period when Taoji ranked the best, shopping, catering, leisure, transit and other sub-items that emphasize passenger experience have never been selected into the top 10 in the world. These are among the top projects of large international airports around Taiwan.
“Several neighboring airports have fully developed the ‘experience’. They are large-scale entertainment venues, making the airport not a cold transit space,” Guo Minglong, director of the Tourism Department of Taipei City University of Technology, who has worked in the aviation industry for more than ten years observe.
Yan Jinru, a professor of the Department of Shipping Management at Taiwan Ocean University, also bluntly said that experiential peripheral services are certainly not necessary for transportation, “but in many cases, it may be the key to victory or defeat.”
Passenger needs also vary by type and must be individually designed. For example, when a transit passenger arrives at Changi Airport or Incheon Airport, they will get a checklist clearly listing what they can do at different transit times such as 4 hours and 5 hours. Incheon Airport also provides a number of free city tours, as long as passengers make online reservations in advance, they can participate.
The airport is not afraid of being old, it must be modern
In the face of global competition in airports, Li Junde, deputy general manager of Taoji Company, recently publicly stated that Taoji’s advantage is “human touch”.
“That’s the worst way to say it, it means you have nothing,” Lin Junsheng couldn’t help criticizing.
He believes that Taoji must regard itself as a five-star hotel, bring the experience of the first and second terminals to the same level as the third terminal that will be opened in three years, examine every process of entering the airport from the perspective of passengers, interview passengers, Employees, find out what needs to be improved at each touchpoint, and try to “turn pain points into sweet spots.”
He pointed out that there are many airports older than Taoji, but they are constantly renovating hardware and services. Taoji should also face up to aesthetics and redesign the interior environment. “Airports are not afraid of old, but they must be innovative and modern. Feeling, this can be added the day after tomorrow.”
Lin Junsheng believes that Taoji must demand itself with higher standards. It should no longer treat the head when it hurts and treat the foot when it hurts. It should have a comprehensive plan and target Singapore. Whether Taoji can regain its glory in the global airport competition track, experience is an important next step.
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2023-08-01 01:52:30
