Airport Experience® News - Customer Service Issue 2025

branding and sponsorship opportunities,” says Hoback. Barrett echoes that view with Palm Springs’ courtyard strategy. “The courtyard itself also provides advertising opportunities, with prominent display space that allows brands to connect with travelers in an authentic Palm Springs environment.” Community partnerships in Palm Springs offer another dimension. “This partnership not only generates revenue but also honors the cultural heritage of the region,” Barrett says of the naming rights deal the airport has struck with Agua Caliente Casinos. The sponsorship agreement prompted the airport to change the name of the airport’s RJ concourse to the Agua Caliente Concourse. By linking open-air design to both passenger experience and financial return, airports are crafting spaces that serve as cultural landmarks and commercial assets at the same time, Barrett notes. Guidance and Comfort Travelers expect clarity, calm and a sense of belonging, even outdoors. This expectation shapes how airports design, program and operate these spaces. The best terraces serve

the senses and the system at once, offering comfort without compromising flow or function. Outdoor areas only succeed when travelers feel both relaxed and connected. Airports are finding ways to blend information with atmosphere, keeping people oriented without breaking the spell of being outside. San Diego has tuned this balance carefully. “The terrace does not require wayfinding within it,” says Zachrisson. “It will have ambient music as well as live performances from the adjacent dining area, and public announcement capabilities. FIDS displays are located nearby to maintain the terrace’s aesthetic and keep the focus on the bay and skyline.” The same principle applies at DEN, where announcements carry clearly across patios that look out toward the Rockies. Heated floors and firepits encourage travelers to linger, while crews can address weather quickly when needed. PSP, however, layers on a fuller toolkit for those who want reassurance at a glance. “Display screens show real-time updates, and a large map of the terminal supports wayfinding,” says Barrett. “PSP’s volunteer Navigators also offer personal assistance through a mobile information desk.”

This human touch complements the airport’s “quiet airport” initiative, which keeps the soundscape peaceful by focusing gate calls within hold rooms. PIT has designed its terraces with the same operational discipline that runs the airfield. “Announcements can be heard outside and wayfinding will be available throughout all areas of the terminal,” says Hoback. “FIDs will be located just inside the doors, not outside in the terraces.” Layered beneath the landscaping at PIT is another form of orientation, a structural clarity that keeps the spaces secure and reliable. “Safety and security are always the top priority,” Hoback says. “We wanted to make certain these were not accessible from the street and that they were secure. Each terrace is elevated, built atop the first story, which controls the access.” “Waterproofing the floor beneath the terraces was an important aspect to confirm no leakage would occur below. Water-proofing membranes were installed and treated like a regular water-tight roof. Landscaping will then be built atop that.” A leak-detection system monitors the terraces over time.

Right: At Denver International, providing outdoor space helps the airport embody the Colorado lifestyle. Fire pits and heated patio floors help create a welcoming space for travelers.

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AX NEWS OCTOBER/NOVEMBER 2025