Do You Feel What I Feel - Difference, Disappointment and Joy: Patronize an Airline Lounge by Transit Passengers

Abstract

Although traveling can be enjoyable, many individuals do not enjoy spending time at airports. However, research has shown that airport lounges are becoming increasingly popular as a space for transit passengers, with many air travelers using them multiple times for various reasons, before their flight or during a layover. This research aimed to study the features of the airport lounge identified by the 15 transit passengers, their lounge experience and services deemed salient to air passengers during long-haul travel. The data were collected by utilizing a qualitative method, non-probability purposive sampling, and semi-structured interviews. The qualitative data were analyzed using thematic analysis. Qualitatively, three themes manifest in transit passengers’ airport lounge experience: added value services, amenities and human touch. Results suggest that a lounge should provide a more personalized and comfortable experience, allowing passengers to make the most of their time before departure and providing tourism marketers with practical insights into the creation of a strategy for airline lounges that focuses on meeting the needs and desires of transit passengers and emphasizing the unique experience offered by the lounges. This study offers valuable insights into the practical consequences for airport lounge vendors and stop-over destination service providers with a better understanding of transit preferences.

Keywords: Airport, Lounge Service, Lounge Experience, Stop-Over Destinations, Transit Passenger

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