Passenger Terminal Today
Helen Norman
28 June 2024
Wayfinding is not just about having the right signs in the right places. According to Terri Mestas, chief development officer at Los Angeles World Airports (LAWA), who is leading the US$30bn Capital Improvement Program at Los Angeles International Airport (LAX), it’s much more sophisticated than that. If done correctly, she says, it can transform the airport experience for passengers and boost nonaeronautical spending.
“Aviation industry research underscores wayfinding as one of the top factors that can impact the guest experience,” explains Mestas. “This means wayfinding can make a difference not only to the overall perception of the airport but also to the revenue the airport generates. The more time wayfinding helps guests save, and the more confident they feel, the more time they will have to enjoy the various service offerings at the airport.”
