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Green shoots of recovery in US lounge market signals hope for sector

Green shoots of recovery in US lounge market signals hope for sector

Data from Airport Dimensions shows the lounge market could be heading towards recovery, with recent weeks marking the busiest period for the group since the beginning of the pandemic last year.

From the end of February 2021, Airport Dimensions lounges overall have seen a steady increase in visitors, with US lounges performing particularly well. Airport Dimensions’ sleep offering in the Middle East also continues to perform strongly, with occupancy levels exceeding expectations and reaching record levels. The Club lounges at Dallas Fort Worth International Airport and Cincinnati/Northern Kentucky International Airport have seen the biggest increase in visitors, both performing at well over two thirds of pre-pandemic 2019 visitor rates, with Orlando International Airport ranking a close second.

These increases demonstrate a growth in confidence among travellers. Strict hygiene and safety protocols have been implemented throughout Airport Dimensions lounges from the start of the current crisis, and customer reviews reveal that this, along with the reassurance of high quality customer service, has made travellers feel comfortable along their journey. This year, customer service satisfaction scores have so far averaged at 97% in The Club lounges across the US, while cleanliness has received an overall rating of 95%.

A move towards more touchfree technology-based options has further contributed to customer satisfaction. Contactless check-in has been introduced at various locations, and the debut of Ready 2 Order, by parent company Collinson, allows guests to order food and beverages from their own devices, has been welcomed by travellers to The Club JAX.

Among encouraging comments from The Club visitors, one guest said the staff at The Club JAX were “so friendly and helpful, especially with the restrictions in place”, while another commented that staff at The Club in Las Vegas “kept the lounge super sanitary and clean”, and were “courteous and kind.”

Nancy Knipp, President (Americas), Airport Dimensions said; “We’re seeing significant growth across our US division, which fills us with optimism that confidence among travellers, and the travel industry itself, is beginning to return. We’re very grateful to our loyal customers, who can find a safe haven in our lounges away from the hustle and bustle of the airport, and the key priority for us is to continue to provide a range of innovative solutions that make our guests feel safe and comfortable during their travels.”

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