No matter how often you fly, the chain of questions that starts while packing at home and continues until you board the plane can create what I call “flight stress.” Let’s walk through this process together:
It all begins while you’re still at home packing your suitcase. Then come the questions: Which clothes should I take? What will the weather be like? Do I have my passport and ID with me? What if I miss the flight? — and the chain goes on.
Getting to the Airport:
If you drive, where will you park and how much will parking cost? If you take the metro, luggage and long walking distances during connections can be a problem. If you go by taxi — and you live in Istanbul — then it can feel like riding a rollercoaster.
Once you arrive at the airport, which security gate is less crowded?
Where will you check in? How busy is security after check-in? Do I have anything in my bag that’s not allowed on the plane? Will the metal detector go off?
How long will I wait in the passport queue? Will I have time to shop, eat, or drink something?
What’s my gate number? Where is it? How long will it take to get there? Is there a delay? Has boarding started?
As you can see, until you actually board the plane, countless questions flash through your mind and naturally cause stress.
Arriving at the airport earlier than recommended (if your schedule allows) can help reduce this stress — especially at airports you’ve never flown from before. Keep checking the flight information screens to stay updated on things like gate changes, boarding times, or delays being rescheduled.
What can airports do?
They can provide a “door-to-door customer experience”: sending push notifications that guide you all the way from home. These could include traffic updates on the way to the airport, which terminal gates are less crowded, where to check in, estimated waiting times at security and passport control, walking time to your gate, and whether your flight is delayed. They could even alert you about food and beverage areas, duty-free shops, and other services along your way — which we call non-aviation services.
The technology for this already exists. One example is Passenger Flow Management — a system that uses sensors to measure crowd density in certain areas and regularly informs operations teams so they can take timely action. Developers are even updating the software to predict future congestion and map out possible peak times.
Airports have now become business hubs. While passengers still look at ticket prices first, if prices are similar, they now also consider the quality and variety of services at the transfer airports. With more flights and airport experiences under their belt, passengers expect more than the traditional airport model. The new approach is passenger experience management — listening to travelers, understanding their needs, and adapting services accordingly.
I wish you stress-free flight experiences from now on!