Something for everyone

The opening of new sensory rooms, wellness spaces, museums and ambient scenting are just some of the ways airports continue to raise the bar on customer service.

BENGALURU-KEMPEGOWDA OPENS INDIA’S FIRST SENSORY ROOM

In a step towards promoting inclusive air travel, Bengaluru’s Kempegowda International Airport (BLR) has introduced a first of its kind sensory room at an airport in India.

Located near the 080 International Lounge at Level 4 in Terminal 2, the sensory room is a thoughtfully designed space tailored for neurodivergent passengers and individuals with sensory sensitivities.

Kempegowda operator BIAL acknowledges that airports can be overwhelming with bright lights, continuous announcements, security screenings, and crowded spaces — factors that can be particularly challenging for individuals with Autism Spectrum Disorder (ASD), Sensory Processing Disorder (SPD), anxiety disorders, Post-traumatic stress disorder (PTSD) and other sensory or mental health conditions.

BLR is confident that its new sensory room will help address these challenges by offering a calm, controlled space that allows passengers to feel more at ease before their journey.

Hari Marar, BIAL’s managing director and CEO, said: “We are committed to building an inclusive and passenger-friendly airport. BLR has consistently aimed at offering the latest innovations, from our biophilic, sustainable Terminal 2 to digital solutions that enhance efficiency.

“The addition of the sensory room aligns with our mission to create a seamless and stress-free experience for every traveller, ensuring that inclusivity is not just a feature but a core value for us.”

Research in sensory regulation and occupational therapy indicate that even brief periods (15–30 minutes) in a calming, sensory-friendly environment can significantly alleviate feelings of being overwhelmed and enhance wellbeing, making travel smoother and more manageable.

NOSE FOR A GOOD AIRPORT

If you’ve travelled through Korea Airports Corporation (KAC) recently you will have noticed that it is not uncommon to be serenaded by harmonious melodies in its airport terminals.

The music comes from AI-curated playlists carefully tailored to spatial and seasonal characteristics.

And such has been the success of this strategy that it has now decided to offer an multi-sensory experience for passengers by introducing ambient scenting as they look to further enhance the passenger experience.

It will start with Spring-infused scents at Seoul Gimpo(GMP), Jeju(CJU), Cheongju (CJJ), Daegu( TAE) and Busan’s Gimhae (PUS) airports.

It notes that Gimhae international Airport is now filled with floral scents that evoke cherry blossoms, which for many of people are one of the first signs that spring is in the air.

Elsewhere, citrus aromas reminiscent of Jeju Island’s famous Hallabong mandarins welcome travellers at Jeju International Airport, and passengers passing through Daegu Airport will smell magnolia fragrances, which KAC says offer a relaxing, spring-like ambiance.

The airport operator notes: “These thoughtfully designed scents and sounds help reduce stress, enhance comfort, and turn airports into more than just transit spaces – they become memorable, artistic experiences.”

CHANGI’S NEW WELLNESS SPACE TO EASE TRAVEL FATIGUE

Singapore Changi Airport has launched a new vibrant and playful attraction called the Fit&Fun Zone, which seamlessly blends fitness and entertainment into an innovative wellness space for travellers.

A first of its kind in an airport, Changi’s new Fit&Fun Zone is designed to combat travel lethargy and provide a quick energy boost for travellers of all ages.

Changi Airport Group (CAG) notes: “Whether travellers are looking to stretch, move, have fun, or even those seeking to capture picture-worthy moments, the Fit&Fun Zone offers an invigorating experience before their next flight.

“This unique attraction, located at Terminal 2 (Transit) Level 3, just above Dreamscape, is open to all travellers to enjoy.”

Spanning over 400 square metres, the attraction features five coloured zones. In each zone, travellers can participate in various activities to connect with their bodies, rejuvenate, and take a break from the rigors of travel.

They vary from serene setting of the Green Zone where travellers are invited to unwind to the slightly more active Yellow and Blue zones which boast their own trampoline pods and rope maze respectively.

DRESSED FOR SUCCESS IN DOHA

Doha’s Hamad International Airport (DOH) has unveiled new uniforms for its army of customer service staff.

The Qatari hub, which recently celebrated its 10th anniversary, believes that the uniforms reflect “a new approach towards its growth plans”, which are said to include empowering its people and enhancing the DOH customer service experience.

Over 350 customer service personnel at Hamad International Airport now wear the new uniform from today. Abdulaziz Abdulla Al-Mass, vice president of marketing and corporate communications at the airport, commented: “This milestone marks a significant evolution for Hamad International Airport’s brand.

“Our customer service team, who are the face of our airport, are dedicated to meeting passengers’ needs and enhancing their travel experience. The new uniform is designed to foster engagement and leave a lasting impression on our ever-growing customer base.”

The multiple variations of the new uniform are seen as friendly, approachable and easily recognisable for passengers within the expansive Hamad International Airport terminal.

Hamad International Airport has a diverse team of customer service professionals, representing over 40 nationalities and proficient in more than 50 languages.

Part of the customer service transformation includes the new uniform and an introduction of a standardised approach through training and development. Both these initiatives aim to foster stronger connections and creating a welcoming environment for the airport’s growing global audience.

NEW MUSEUM ZONE FOR ZAGREB AIRPORT

Zagreb Airport has opened a Museum Zone inside its passenger terminal, with the first exhibition showcasing famous Croatians.

Opened in collaboration with the Croatian History Museum, the new addition is located in the departures area of the terminal, past security control.

Zagreb Airport CEO, Huseyin Bahadir Bedir, enthused: “With profound respect for the institution that safeguards and promotes Croatia’s cultural and historical legacy, Zagreb Airport is honoured to welcome the Croatian History Museum.

“This strategic partnership enhances the traveller experience and allows millions of visitors from across the globe to engage with Croatia’s rich heritage, thereby boosting the visibility of Croatian history, identity, and creativity internationally.

“Consequently, Zagreb joins the global cultural network, aligning with major cities like Paris where airports have forged similar collaborations with cultural institutions.”