A new method to enhance the prestige of airports

Airports are taking advantage of aroma marketing to reduce traveler stress, create an atmosphere of relaxation and freshness, increase employee efficiency, and raise customer service standards. Airports face three main tasks:

1. increasing customer satisfaction,
2. stress relief,
3. maintaining a high level of customer service.

What does research say about stress and customer service? Waiting for a flight can be stressful. According to a 2011 British survey, 9%, or nearly 4 million people if you consider the general traveling population, avoid flying because of the stress of being at the airport. Poor customer service was among the top five reasons for traveler dissatisfaction with airports, according to a study by the U.S. Department of Transportation. Another study found that over 70% of customers stopped using a company's products or services due to disappointment with service standards. How does aroma marketing minimize anxiety and improve service quality? Air scenting has proven to be a solution to these issues. It has been proven that scenting an environment relieves stress and leads to positive customer service ratings. Observations conducted by the University of Thailand showed that scenting a space improves heart rate, normalizes breathing rate, and blood pressure. Study participants reported feeling more cheerful. On the other hand, pleasant scents enhance work efficiency, increase willingness to help, and evoke positive associations. Edinburgh Airport has decided to reduce traveler stress by introducing ambient fragrance. The stress-busting fragrance is now distributed throughout the airport. In 2012, Edinburgh Airport was named the best in the UK for passenger satisfaction and one of the top three airports in Europe for service quality. Kazan Airport implemented aroma marketing as part of a campaign to improve its customer experience. Devices were installed to help maintain high standards of customer service and improve passenger ratings. The scent now permeates the entire Kazan airport, promoting high-quality service and a positive passenger experience, which is why passengers are eager to express positive reviews.