Lesson 01–January 16 Interviews
Interview 10 people about the process of travelling — from buying a ticket to sitting in your seat.
- 1. DAD — — — — — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you book online vs agent? Why?
Mostly online unless use agent to book whole trip.
2. Has buying tickets online ever failed you? What happened?
No.
3. Do you think the check in process at the airport is effective? Why/not? It is getting better as can do boarding passes from home and do own baggage tags with most airlines. Shorten times. Some airports allow you to put your own bags on conveyor belt as well and then go to security .
4. When going thru security, is process effective? Why/not? Security is slow and annoying. Nexus helps with shorter lines. Bags and documents need to be checked. Scanning of documents at some airports rather than manual checks helps speed it up. Standardization world wide of what to do in security line would help. Eg.shoes and belts on or off, liquids in bags or not electronic devices out or not.
5. When do you feel most rushed when going thru security. How can this be remedied? Getting all necessary stuff out and available for checking especially with different rules at different airports. Standardization would help. Also frustrating is getting all back in carry on at end of line and shoes and belts back on. More space and seats would help the latter.
6. What are your thoughts on the personal scanning machines? Do you think they’re flawed? Why? I’ve only been asked to use one once and seemed ok to me.
7. Do you think the immigration process can be better? How? Nexus helps with entering US and returning to Canada. Such systems in U.K/ Europe and else where would help. UK has it but too expensive for non frequent flyers.
8. What do you usu do while waiting at your gate? Find a Starbucks or other coffee place, go to an airline lounge if have a business class ticket, read a book, read a newspaper — print or online, finalise e communications , sometimes shop duty free.
9. Is there anything airport can offer that’d make you more comfortable? Vancouver is great . Many others worldwide are poor places to wait in.
10. When it comes to boarding, do you think boarding process is effective? Why? Why not? Some airports or airlines do not board in sections and line ups are a rush and lengthy. Charging for checked bags results in too many people taking maximum number of carry on pieces aboard meaning if you don’t get on your section of plane early you might not get an overhead bin and have to try squeeze a carry on under an already too small under seat space.
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- 2. MOM — — — — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you book online vs agent? Why?
Online mostly. Cheaper.
2. Has buying tickets online ever failed you? What happened?
Rarely. Though One time we found out our flight was leaving half day earlier than what we knew flt time to be. Had to pack and taxi to airport immediately.
3. Do you think the check in process at the airport is effective? Why/not?
Fairly good — at least at most airports, vancouver being one of them. Having volunteers or lots of staff around to direct us and help with machines if needed a huge need for as as we get older.
4. When going thru security, is process effective? Why/not?
Always a hassle. Because we travel a lot every dif airport security has its own rules. Shoes off or on. iPads cameras phones out or not. Liquids in the right bag or not. Rarely are staff pleasant to deal with. I nearly ALWAYS get pulled aside and body checked. I’m 70 for goodness sakes and hardly look alien. When staff go thru suitcases they are hard to repack in the ‘moving production line’. I hate it.
5. When do you feel most rushed when going thru security. How can this be remedied?
At the point where all must be placed in bins for the conveyor belt. Usually some guy barking at us we’ve done something wrong.
And then again at the end of the X-ray, especially if my bag has been gone thru. There is not enough room nor time to get reorganized in a non-anxious way.
Remedy: some airports have staff that smile and joke with us, easing the tension 200%. Have chairs and tables just past the conveyor belt that we can reorganize our personal belongings, put on shoes, jackets etc. There is usually a bank of chairs but too far away and no tables.
6. What are your thoughts on the personal scanning machines? Do you think they’re flawed? Why?
They don’t bother me tho I feel like a felon every time I’m in one with the line up looking on. The fact that people have gotten thru these with items that should have been confiscated make u question its accuracy. I’ve had tweezers and a tiny measuring tape from Xmas crackers confiscated!!
And in the baggage area, how does a US citizen get to bring a gun AND ammunition in the same suitcase? Just so he then has the ability to open fire once his luggage arrives??? Know this is not part of your project. But really?
7. Do you think the immigration process can be better? How?
Have more staff on at the customs gates and people directing traffic. Nothing worse than arriving London with an hour long wait to get up front.
8. What do you usu do while waiting at your gate?
Wander, eat, read. Sometimes have lounge privileges.
9. Is there anything airport can offer that’d make you more comfortable?
A library! Couches and comfy chairs. Lower prices on food and drink. Quiet rooms away from the crowds. Private beds if a long layover. Showers without having to pay the price of a lounge. . Large screen TVs that can be seen from further away WITHOUT sports being on all of them!!
10. When it comes to boarding, do you think boarding process is effective? Why? Why not?
This is where I also hate it. Dad has no patience so being last to board is filled with anxiety. He keeps pushing me into line ups before our zone. He is continually asked by people behind us if we r in the line or not. He huffs and puffs and makes life hideous. He has OFTEN disappeared to the washroom when boarding for us has begun. One time he had to be rescreened in order to board, holding up the plane. Narita.
- 3. LIBBY — — — — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you buy your airline tickets online? or through a travel agent? Why?
Online — exceptional buying
2. Reflect on a time where purchasing a ticket online failed you? What happened?
3 years ago I was buying multiple tickets for 12 people travelling to Hawaii from all over the world. I had two browsers open to maximize my search and found a great deal so decided to buy it. I had a 5miniute maximum time limit. Because I was still holdling the other browser, I was unable to to purchase the tickets. Another main concern was trying to buy seats together which heightened my anxiety. I had to “risk it” and close one browser and quickly jump to the other still within the ever-ticking 5 minute time limit. Thankfully the transition was ok and we all got our seats together but the rush and worry was more than I think necessary. Solution? They could have a sign in system where both browsers remember the user and would recognize that I am the same person buying the tickets from my shopping basket.
3. What do you think about the check in process at the airport? Why?
I usually check in online with an electronic boarding ticket so I go directly to security for a worry-free beginning to my vacation.
You are going in to security:
4. What do you think works best about the security process? Why?
The single-line feeding in to multiple entries so I don’t have to worry about choosing the longer line up like at check outs at a grocery store.
5. When do you feel most rushed when going through security?
Never.
6. Is there a time when you thought the process failed you? Elaborate.
No.
7. Do you ever feel frustrated when going through immigration? When? Why?
Yes, I see no point separating the Residents from visitors in 2 line ups. If you had one line up like security, it would all equliaze and go faster.
You have finally gone through your gates and are waiting for your flight:
8. What do you usually do until it’s time to board?
Buy food. Look at my phone. Wait.
9. Is there anything that the airport could provide that would make you more comfortable?
Not really. Maybe benches so people with long waits could lay down? Or lazyboy chairs but that would be expensive.
It is time to board:
10. Do you think the structure/process to line up and board is effective?
I wait until most people have boarded to alleviate the line up.I would rather be relaxed sitting in the terminal than franticly lining up to wait as people store their carry on items.
11. Are there times you feel frustrated about lining up? Why?
No.
- 4. PETE — — — — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you buy your airline tickets online? or through a travel agent? Why?
Depends if there are points that I can use. There are times that I use the travel agent — for examples when my wife and I wanted advice on honeymoon destinations since the travel agents know the good deals.
2. Reflect on a time where purchasing a ticket online failed you? What happened?
There are too many options for connecting flights to look at. It is tough to juggle the list of connecting flights while planning out the flight path with lay overs, time changes etc. Also tough figuring out if ther eis enough time befween flights without knowing the layout of the airports. One airport I went to had the transfer at the opposite end so I had to run with all my luggage which was a horrible experience. I can’t imagine having doing it with a child. I also felt pressured while searching for connecting flights while the 5minute timer counted down.
3. What do you think about the check in process at the airport? Why?
It’s annoying to line up and weigh the bags while lugging everything around. The digital check ins and check in on the phones have since helped.
You are going in to security:
4. What do you think works best about the security process? Why?
It’s just another line up to wait in. It’s a big process with lots to do so too much of a scramble.
5. When do you feel most rushed when going through security?
I feel most rushed at the end of the security process when you have to (as quickly as possible) gather all your belongings, put your jacket, shoes and belt back on meanwhile getting your bags out of the way while others wait for you to do the same.
6. Is there a time when you thought the process failed you? Elaborate.
Yes, when I landed in Rome we exited the wrong way due to poor wayfinding signage. As a result we left out of the wronge place, had to return back in to security and go the other way.
7. Do you ever feel frustrated when going through immigration? When? Why?
Not really, most of the time my wife and I are trying to calculate how much we brought over.
You have finally gone through your gates and are waiting for your flight:
8. What do you usually do until it’s time to board?
Get food, sit, find the gate, got to the bathroom.
9. Is there anything that the airport could provide that would make you more comfortable?
It is time to board:
10. Do you think the structure/process to line up and board is effective?
No.
11. Are there times you feel frustrated about lining up? Why?
Yes. It’s the “hurry up and wait” process all over again — especially with a child now. Example often on United, they don’t have enough space for everyone’s carry on items so it’s always a race to find a spot before the flight attendant make syou check your bag.
- 5. ROMMEL — — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you buy your airline tickets online? or through a travel agent? Why?
My wife usually books everything for us but I have gone to a travel agent at the airport in Bankok from a YVR flight. We chose this for the convenience but there was only 1 person working which slowed the process.
2. Reflect on a time where purchasing a ticket online failed you? What happened?
No.
3. What do you think about the check in process at the airport? Why?
The kiosks are great because they’re convenient and fast. I often have to reprint my ticket as I fly stand by so it’s nice not having to wait in the huge line that I see.
You are going in to security:
4. What do you think works best about the security process? Why?
The security process if thorough which is good for safety and important but just takes a long time. There is too much for the passengers to do in too short of time knowing people behind you are equally impatient and frustrated from waiting in the long line up.
5. When do you feel most rushed when going through security?
When it’s my turn. There isn’t enough time/space/signage in advance before it’s my turn.
6. Is there a time when you thought the process failed you? Elaborate.
Yes, for example now we have to take our shoes/boots off because of the shoe bomber.
7. Do you ever feel frustrated when going through immigration? When? Why?
No.
You have finally gone through your gates and are waiting for your flight:
8. What do you usually do until it’s time to board?
Buy coffee and eat.
9. Is there anything that the airport could provide that would make you more comfortable?
Yes, put a hotel on the security side of the air port like Schipol in Amsterdam — that made for a very relaxing morning before our flight. Also some massage chairs would scattered around the airport would be nice — like the one sat Narita in Japan.
It is time to board:
10. Do you think the structure/process to line up and board is effective?
Yes because they get people moving with the allotted zones. That said, the luggage size needs to be better advertaized with signage because the line is slowed down when someone has a bag that’s too large that needs to get checked.
11. Are there times you feel frustrated about lining up? Why?
Yes, waiting for people to put their jacket and luggage in the overhead bins.
- 6. ES — — — — — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you buy your airline tickets online? or through a travel agent? Why?
Depends if I’m flying for business or pleasure. I book online for personal travel because it’s convenient, cheaper and quick. If for work we use an agent since it’s company policy.
2. Reflect on a time where purchasing a ticket online failed you? What happened?
Not so far. Fingers crossed.
3. What do you think about the check in process at the airport? Why?
I prefer to check in online and take handcarry only to avoid the lines at the airport and to avoid the need to show up at the airport very early.
You are going in to security:
4. What do you think works best about the security process? Why?
Depends on the airport.
In Zurich the monitor lines very closely and channel people to different floors (they have 3 different floors for security) to ensure efficiency and minimal lines.
At London city airport, they use a different system where 5 people at a time are putting their items in their baskets to be xrayed instead of 1 person at a time. Lines move very quick. But also what helps is that many are business travelers and already prep by taking laptops out of their bags, have all their liquids in a clear plastic bag, etc, etc
And then there’s always the people who rarely travel and have no idea about taking liquids and computers out of their bags and completely hold up the lines.
5. When do you feel most rushed when going through security?
When I’m running late for my flight. Can be fixed by me getting to the airport earlier.
6. Is there a time when you thought the process failed you? Elaborate.
The fact that you need to take a whole bunch of stuff out of your bag before it’s scanned is inefficient. The time to unpack and then re-pack makes lines move slower.
7. Do you ever feel frustrated when going through immigration? When? Why?
Automated is the best. In Singapore (for citizens and long term passholders), it was scan the passport then a fingerprint and done. Less than 1 minute to get through. In London, the automated machines are also very quick and allow all EU passport holders and registered travelers to pass through. Once again 1 minute done as opposed to potentially standing in a line for an hour (when a bunch of international flights land at the same time) to be processed.
You have finally gone through your gates and are waiting for your flight:
8. What do you usually do until it’s time to board?
I usually wait in a lounge (I have a lounge membership) and go to the gate at the last possible moment. If no lounge at the airport, surf the net or watch a tv show / movie on my ipad / phone.
9. Is there anything that the airport could provide that would make you more comfortable?
More outlets for charging devices.
In the Frankfurt airport, there’s more lounger type seats (like a chair when your more in a lying down position) where you can sit and relax and is usually quiet. Super comfortable and gets you away from the busy-ness of the rest of the airport.
It is time to board:
10. Do you think the structure/process to line up and board is effective?
It’s fine.
11. Are there times you feel frustrated about lining up? Why?
lines are never fun.
- 7. ANNA — — — — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you buy your airline tickets online? or through a travel agent? Why?
Online bc I can compare various sites prices and deals.
2. Reflect on a time where purchasing a ticket online failed you? What happened?
Nothing that I can recall.
3. What do you think about the check in process at the airport? Why?
Yes, I like the self serve check in kiosks but usually check in online now.
You are going in to security:
4. What do you think works best about the security process? Why?
It’s ok but could be smoother and more efficient.
5. When do you feel most rushed when going through security?
Rushed by people behind me in line. I have a nexus now so it’s isn’t as bad.
6. Is there a time when you thought the process failed you? Elaborate.
I don’t mind them. They aren’t as effective since technology is always changing.
7. Do you ever feel frustrated when going through immigration? When? Why?
Yes, they need quicker processing.
You have finally gone through your gates and are waiting for your flight:
8. What do you usually do until it’s time to board?
I look at my phone or ipad and eat.
9. Is there anything that the airport could provide that would make you more comfortable?
I would love some reclinging chairs to take a nap.
It is time to board:
10. Do you think the structure/process to line up and board is effective?
No.
11. Are there times you feel frustrated about lining up? Why?
Yes, the process could be streamlined.
- 8. NAT — — — — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you buy your airline tickets online? or through a travel agent? Why?
Online because it’s faster
2. Reflect on a time where purchasing a ticket online failed you? What happened?
Pretty much always had good experiences — one time I input a name spelled wrong but I just phoned customer service and they corrected it on the spot.
3. What do you think about the check in process at the airport? Why?
I LOVE the check in kiosk — there is no reason to line up if there is a kiosk, and I always bring my luggage as carry on, so no lining up to check luggage either.
You are going in to security:
4. What do you think works best about the security process? Why?
It’s long and arduous, but necessary. I just make sure i’m ready to whip everything into those bins as quickly as possible. What works is that they move people through as quick as they can and have multiple lines.
5. When do you feel most rushed when going through security?
I always feel rushed to get my stuff into the bins with all the anxious people behind me.
6. Is there a time when you thought the process failed you? Elaborate.
I can’t recall a time when the process failed me — though they did take away some of my mom’s homemade jelly because the jar it was in was just a little more than 110ml. FAIL in my book.
7. Do you ever feel frustrated when going through immigration? When? Why?
The only frustrating thing about going through immigration is that some of the agents treat you like you’re a criminal and ask interrogating questions with a grumpy demeanour, though maybe that works when someone is guilty of something.
You have finally gone through your gates and are waiting for your flight:
8. What do you usually do until it’s time to board?
Before boarding I go to the shop, buy a couple of magazines or a book, water and some snacks, then I read or waste time on my phone.
9. Is there anything that the airport could provide that would make you more comfortable?
The airport could provide more outlets/phone charging spots — quite often people are lined up to plugin to an outlet and end up sitting on the floor beside it which isn’t ideal.
It is time to board:
10. Do you think the structure/process to line up and board is effective?
I notice in recent months/year, more airlines are starting to board by ZONE which keeps the line ups down and everyone more organized.
11. Are there times you feel frustrated about lining up? Why?
At YVR it can be frustrating when people line up before their zone is called, so there is already a huge crowd of people milling around the gate. I was at O’Hare once and they have the zones roped off, so no milling around can occur, which was a good idea.
- 9. SAM — — — — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you buy your airline tickets online? or through a travel agent? Why?
Online, so I can see a range of prices and airlines. No rush and pressure or wasting someones time if you don’t go with them.
2. Reflect on a time where purchasing a ticket online failed you? What happened?
Not so much failed me, but they love hiding hidden costs and using bad UX to auto include loads of additional things you didn’t ask for and have to spend time removing those ones.
3. What do you think about the check in process at the airport? Why?
I’ve had mixed experiences and generally it’s never been all that bad for me as I get there early. I did like the time I got to use a check-in machine though. Avoiding people or queues is always ideal.
You are going in to security:
4. What do you think works best about the security process? Why?
The scanners.
5. When do you feel most rushed when going through security?
I don’t feel rushed as I don’t travel in a rush.
6. Is there a time when you thought the process failed you? Elaborate.
A plane has’t crashed on me yet so I’m good.
7. Do you ever feel frustrated when going through immigration? When? Why?
It’s very stressful and them doing their job is trying to make you trip up and it’s weird.
You have finally gone through your gates and are waiting for your flight:
8. What do you usually do until it’s time to board?
Look around at food and the shops. Gadgets, and books (not that I ever read. But it’s normally the rare time I’m going to be very bored and need analogue content on the flight) Watch the very boring and hard to read list of gates opening. Couldn’t just also be on an app so headphones in and it notifies you?
9. Is there anything that the airport could provide that would make you more comfortable?
A relax area that has places for you to secure your luggage so you don’t have to have all your gear wrapped around you to stop theft.
It is time to board:
10. Do you think the structure/process to line up and board is effective?
The line up has room for improvement, judged purely by how many people try to go up and board when it’s not their turn. Numbers and rows clearly don’t work for people. Maybe obvious colours and then it’s obvious you only go up when it’s your thing. Either way, drop the whole people shouting things as people totally miss them. Have a board up saying what is actually going on.
11. Are there times you feel frustrated about lining up? Why?
Basically, the worst part for the entire thing, is dealing with people instead of technology.
I find them slow, incompetent, and with security, they are just theatre. I’d happily have everyone go through a huge electromagnet. Sure they can see all your jubbles, but that should be handled elsewhere so people can’t glance and see.
Metal isn’t the only enemy with security. So drop all the people making people nervous. Everyone just walks through a gate.
- 10. MAUREEN — — — — — — — — — — — — — — — — — — — — — — — —
1. Do you buy your airline tickets online? or through a travel agent? Why?
Always online. If I can eliminate human error, I will.
2. Reflect on a time where purchasing a ticket online failed you? What happened?
Never.
3. What do you think about the check in process at the airport? Why?
I check in online because it’s faster.
You are going in to security:
4. What do you think works best about the security process? Why?
Definitely not the speed or line ups. The one person scanning the machine with your luggage is brilliant because they find the smallest and most random things sometimes — often things I have completely forgotten about for months if not years.
5. When do you feel most rushed when going through security?
When I have about 10 seconds to take my jacket off, my shoes off, my belt off, unapck my laptop, take out my liquids whilst showing the guard my boarding pass.
6. Is there a time when you thought the process failed you? Elaborate.
No.
7. Do you ever feel frustrated when going through immigration? When? Why?
Yes, because I’m from the UK I get grilled like I’m a criminal.
You have finally gone through your gates and are waiting for your flight:
8. What do you usually do until it’s time to board?
I usually go to the washroom and buy food to bring on the air plane since airplane food often makes me sick.
9. Is there anything that the airport could provide that would make you more comfortable?
Some nice lounging chairs could help. Also a bubble tea place would be great!
It is time to board:
10. Do you think the structure/process to line up and board is effective?
No, too many people budge in front of the line without any consequences.
11. Are there times you feel frustrated about lining up? Why?
Always.