MASSPORT HAS HAD IN DRAWING NEW AIRLINES TO LOOK IN.
ANTHONY: WAS NEW AIRLINES COMES NEW DESIGN.
THE ONCE AUSTERE TERMINAL E IS DOWNRIGHT CALAMITOUS -- DOWNRIGHT GLAMOROUS.
MASSPORT’S CEO.
>> TELL ME WHERE WE ARE RIGHT NOW.
THIS IS A CONNECTION.
>> THIS IS THE INTERSECTION OF C AND C.
>> THE IDEA OF BEING ABLE TO WALK TO POST SECURITY, THAT IS CRITICAL.
>> THAT IS THE KEY TO OUR MANAGEMENT.
THE REST OF THIS IS EXHIBITS AND KEY PEOPLE ENTERTAINED.
ANTHONY: ENTERTAINED AND INFORMED.
THIS NEW CORRIDOR, A DISPLAY OF LOCAL PRIDE, SHOWCASES FOR CENTURIES OF INNOVATIONS.
>> WE THOUGHT A LOT OF THE INTERNATIONAL VISITORS WOULD WANT TO SEE THE HISTORY OF MASSACHUSETTS A AN INNOVATOR.
SOME WHIMSICAL, SOME LIFE ALTERING, SOME OF THE THINGS THAT MAKE US DIFFERENT.
WHY A LOT OF MAJOR CORPORATIONS ARE LOOKING AT BOSTON IN A NEW WAY.
ANTHONY: LEAVING TERMINAL C HOME TO JETBLUE AND DOMESTIC FLIGHTS, WE ENTER E.
>> THIS IS WHERE WE ARE WALKING POST SECURITY FROM C INTO E.
>> THIS IS THE BEGINNING OF THE INTERNATIONAL TERMINAL.
ANTHONY: THIS NEW SPACE IS ONLY THE BEGINNING OF A GRANDER SCHEME.
>> THIS WAS BUILT IN 1974, WE HAVE 1.5 MILLION PASSENGERS AND 12 GATES.
NOW WE HAVE OVER 6 MILLION PASSENGERS BUT WE STILL HAVE 12 GATES.
IF WE -- WE CAN HANDLE THE GROWTH WE HAVE, BUT WE DON’T THINK WE WILL BE DONE.
ANTHONY: THIS RENOVATED GATES ARE DESIGNED TO ACCOMMODATE THE WORLD’S LARGEST PASSENGER AIRLINER.
EMIRATES DID A TEST RUN LAST JANUARY AND BRITISH AIRWAYS HAS SEASONAL FLIGHTS.
>> WE HAVE ABOUT 95,000 SQUARE FEET, 600 SEATS.
IT ACCOMMODATES THE GROWTH WE’VE HAD ON THE INTERNATIONAL SIDE.
WE HAVE POSITIVE REACTIONS FROM PASSENGERS ONCE THEY GET HERE AND THEY SEE WHAT WE HAVE DONE.
ANTHONY: NOT EVERYONE GETS TO SEE THIS, THE NEW AIRLINE LOUNGES.
EMIRATES INVITED US IN TO SEE THE STATE-OF-THE-ART, LUXURIOUS SURROUNDINGS, INCLUDING GOURMET DINING.
EMIRATES PARTNERS WITH JETBLUE AND THE DAILY FLIGHT TO DUBAI FILLS WITH PASSENGERS CONNECTING IN BOSTON.
AMONG THE LUXURIES, DIRECT ACCESS TO THE PLANE FROM THE LOUNGE.
LOGAN’S GREATEST ASSET IS ITS PROXIMITY TO DOWNTOWN, COMING IN FOURTH IN RIGGING OF THE WORLD’S MOST CONVENIENT AIRPORTS.
WHEN IT COMES TO CUSTOMER SATISFACTION, ABOUT AVERAGE ACCORDING TO JD POWER.
BUT THAT IS BETTER THAN IT SOUNDS, SAYS MICHAEL TAYLOR, AUTHOR OF THE SURVEY.
>> THEY WERE ONE OF THE HIGHEST GAINERS IN OUR SATISFACTION STUDY LAST YEAR.
UP 41 POINTS YEAR-TO-YEAR.
THAT IS A TESTAMENT OF THE KIND OF EFFORTS IT TAKES TO MAKE A MULTI-TERMINAL BUILDING IMPROVED.
IN THE TRAVEL EXPERIENCE, THE TRUST COMES ONLY AIRPORTS I BECAUSE YOU HAVE A DEADLINE TO ME.
I HAVE TO GET IN THE BUILDING, PARK MY CAR, CHECK MY BAG, GO THROUGH TSA, AND THEN I CAN SIT AT THE GATE THE MOST COMMON HEADLINE IF YOU’RE LOOKING AT PRESS RELEASES FOR THE AIRPORT
EVERY YEAR, IS NEW RECORD FOR PASSENGER VOLUME SET.
THEY ARE A VICTIM OF THEIR OWN SUCCESS.
MORE PEOPLE MEANS MORE LINES, MORE TSA STATIONS, WHERE DO I PUT THOSE?
A SERIES OF PROBLEMS COME WITH THE SUCCESS AIRLINES AND AIRPORTS OF HAD.
SHAYNA: WE CAN ALL RELATE TO THAT.
THE ABILITY TO BE ABLE TO MOVE THROUGH THE AIRPORT POST SECURITY IS HUGE FOR PASSENGERS TRYING TO MAKE A CONNECTING FLIGHT.
ANTHONY: WE HAVE ALL FLOWN PLACES WHERE YOU HAVE TO LEAVE THE SECURE AREA, GET TO THE NEXT TERMINAL AND GO THROUGH SECURITY AGAIN.
NOBODY WAS TO DO THAT.
LOGAN’S HOPE IS THEY WILL HAVE ALL THE TERMINALS CONNECTED POST SECURITY.
THE NEXT STEP WILL BE CONNECTING B TO C.
SHAYNA: THIS WELL-KNOWN RESTAURANT TOUR --RESTAURANTEUR DEBATED LOGAN.
>> IN MY NOT BE SOMETHING A WANT TO BE ASSOCIATED WITH.
SHAYNA: FOR AIRPORTS, IMPROVING CUSTOMER SATISFACTION IS IMPORTANT THAT IT IS ALSO COMPETITIVE AND EXPENSIVE.
LUCKILY FOR LOGAN, THEY HAVE A STRONG PLAYER ON ITS TEAM.
ANTHONY: WERE TALKING ABOUT CLAM CHOWDER.
BUT LET’S BACK UP.
THE TOP CONCERN IN THE JD POWER AIRPORT SATISFACTI SURVEY IS THE TERMINAL TOLERABLE?
>> THE BUILDING ITSELF, HOW CLEAN IS IT, HOW I INTERACT WITH IT, IS THE ACCESS TO THINGS I AM pWINNING FROM AIRCRAFT, IS THERE ENOUGH SEATING?
ANTHONY: NUMBER TWO, GETTING THERE.
IN ACHILLES HEEL FOR LOGAN.
YOU DON’T HAVE MUCH TIME TO DECIDE WHAT YOU COME OUT OF THE TUNNEL, WHERE YOU’RE ARE GOING TO BE.
SURE A LOT OF THE PEOPLE DOING THE BIG LOOP, AND OCCASIONALLY FIND A PARKING LOT THAT IS CLOSED.
IT IS IN EXCESS ISSUE, THEY ARE DOING SOME THINGS TO ALLEVIATE THAT.
ANTHONY: T SECURITY, ANOTHER CRITICAL PART OF THE EXPERIENCE.
AS IS CHECK IN.
>> THAT IS THE HIGHEST RATED PART OF THE AIRPORT EXPERIENCE NOW BECAUSE A LOT OF IT IS SELF-SERVICE NOW.
YOU’RE DOING IT ON YOUR PHONE, AT THE KIOSK, TAGGING YOUR OWN BACK.
ANTHONY: HERE IS THE DEAL BREAKER.
>> THE FOOD, BEVERAGE AND RETAIL PROGRAM GOOD AIRPORTS INTO THE GREAT CATEGORY.
THAT IS BASICALLY, DO I HAVE A SENSE OF PLACE?
IF I AM COMING TO BOSTON, AND WANT TO SEE THE THINGS I WILL ONLY GET IN BOSTON.
I WILL HAVE LUN OF SEAFOOD BECAUSE I CAN GET THAT IN INDIANAPOLIS.
ANTHONY: LEGAL SEAFOOD BEGIN SERVING PASSENGERS AT LOGAN IN 1994.
IT RUNS SIX RESTAURANTS TODAY, THE NEWEST IN TERMINAL E.
>> I THINK WE WERE THE FIRST INDEPENDENT RESTAURANT TO OPEN IN AN AIRPORT.
ANTHONY: BACK THEN, ROGER BERKOWITZ HAD MISGIVINGS.
>> AM THINKING, AIRPORTS HAVE MEDIOCRE FOOD AND HIGH PRICES, MAYBE NOT SOMETHING I WANT TO BE ASSOCIATED WITH.
AT THE AIRPORT AUTHORITY, IN RETROSPECT, THEY WERE RELENTLESS.
THEY KEPT HOUNDING ME.
GIVE IT A SHOT.
AND WE DID.
A FEW MONTHS INTO IT I SAID, THIS IS INTERESTING.
THE TRAVELER GOING TO THE AIRPORT HAS DISCRETIONARY INCOME AND DISCERNIBLE TASTE, SO IT HAS BEEN A GREAT LEARNING LABORATORY WITH US.
KNOW WE HAVE SORT OF A FOCUSED CLIENTELE HERE.
WE HAVE MORE REGULARS AT AIRPORTS THAT ALMOST ANY OTHER PLACE.
ANTHON LEGAL’S RESTAURANT STAY OPEN UNTIL 3 MINUTES BEFORE THE LAST OF TORTURE, EVEN WHEN THERE ARE DELAYS, AND ALL EXCEPT FOR TERMINAL E SERVE BREAKFAST.
WE MAKE A REALLY MEAN LOBSTER AND CRAB OMELETTE.
ONE DAY I WAS ABOUT TO GET ON A FLIGHT IN WOMAN WHO DO NOT KNOW WHAT I DID TURN AROUND AND LOOKED AT ME AND SAID, IF I WERE YOU, I WOULD ORDER THE LOBSTER CRAB KARMIEL -- LOBSTER AND
CRAB, AND TAKE IT ON THE PLANE.
ANTHONY: CAFES AND GET SHOTS -- AND IT SHOPS WERE FOR NOTIONS WHEN LOGAN FIRST OPENED.
IT IS A VIRTUAL CITY WAS A WORKFORC OF 17,000 NOW, ITS ON FIRE DEPARTMENT IN STATE POLICE UNIT.
TERMIN C, THE OLDEST, IS HOME TO JETBL