CUSTOMER SATISFACTION IS IMPORTANT.
THOUGH ALSO COMPETITIVE AND EXPENSIVE.
LUCKY FOR LOGAN IT HAS A STRONG PLAYER ON ITS TEAM.
>> WE’RE TALKING ABOUT CLAM CHOWDER.
BUT LET’S BACK UP, BECAUSE WE’RE GETTING AHEAD OF OURSELVES.
>> THE TOP CONCERN IN THE JD POWER AIRPORT SATISFACTION SURVEY IS THE TERMINAL TOLERABLE?
>> HOW CLEAN IS IT, HOW TO INTERACT WITH IT, IS THERE ACCESS TO THINGS WHILE I AM WAITING, IS THERE ENOUGH SEATING?
>> NUMBER TWO, GETTING THERE.
>> YOU DON’T HAVE MUCH TIME TO DECIDE ONCE YOU COME OUT THE TUNNEL WHERE YOU WILL BE SO I AM SURE THERE ARE A LOT OF PEOPLE WHO DO THAT BIG LOOP.
ESPECIALLY HERE YOU’LL FIND THAT A PARKING LOT WILL CLOSE AND YU HAVE TO FIND THE NEXT ONE.
THAT IS AN ISSUE.
THEY ARE DOING A LOT THINGS TO FIX THAT.
>> TSA SECURITY, ANOTHER CRITICAL PART OF THE EXPERIENCE, AS IS CHECK IN.
>> THAT IS THE HIGHEST-RATED PART OF THE EXPERIENCE NOW BECAUSE IT IS SELF-SERVICE.
YOU ARE DOING IT ON YOUR PHONE, TAGGING HER BAG AND PUTTING ON THE BELT.
>> HERE’S THE DEAL BREAKER.
>> FOOD PUTS GOOD AIRPORTS INTO THE GREAT AIRPORT CATEGORY.
THAT IS BASICALLY, I HAVE A SENSE OF PLACE?
IF I AM COMING TO BOSTON, I WANT TO SEE THE THINGS I WOULD ONLY GET IN BOSTON.
I HAVE A LEGAL SEAFOOD BECAUSE I CANNOT FIND THAT IN CHICAGO.
>> LEGAL SEA FOODS BEGAN SERVING PASSENGERS AT LOGAN IN 1994.
TODAY IT RUNS SIX RESTAURANTS, THE NEWEST IN TERMINAL E.
>> I THINK WE WERE THE FIRST INDEPENDENT RESTAURANT TO OPEN IN AN AIRPORT.
>> BACK THEN, ROGER HAD MISGIVINGS.
>> I AM THINKING, AIRPORTS HAVE MEDIOCRE FOOD, HIGH PRICES, MAYBE NOT SOMETHING OUT TO BE ASSOCIATED WITH.
THE AIRPORT AUTHORITY WAS RELENTLESS.
THEY KEPT SAYING GIVE IT A TRY.
AND WE DID.
A FEW MONTHS INTO IT, I SAID, THIS IS INTERESTING.
THE TRAVELER GOING THROUGH THE AIRPORT HAS DISCRETIONARY INCOME AND DISCERNIBLE TASTE SO IT HAS BEEN A GREAT LEARNING LABORATORY WITH US.
WE KNOW THAT WE HAVE A REALLY FOCUSED CLIENTELE AND WE HAVE MORE REGULARS AT AIRPORTS THAN ALMOST ANY OTHER PLACE.
>> LEGALS RESTAURANTS STAY OPEN UNTIL 30 MINUTES BEFORE THE LAST DEPARTURE.
EVEN WHEN THERE ARE DELAYS.
ALL EXCEPT FOR TERMINAL E SERVE BREAKFAST.
>> WE MAKE A MEAN LOBSTER AND CRAB OMELETTE.
IT WAS FUNNY BECAUSE ONE DAY I WAS SUPPOSED TO GET ON A FLIGHT AND A WOMAN WHO DID KNOW WHAT I DID SAID, IF I WERE YOU, I WOULD ORDER THE LOBSTER IN CLOUT OMELET.
-- LOBSTER AND CRAB OMELET.
>> TODAY LOGAN MOVES 105,000 PEOPLE A DAY ON 1100 FLIGHTS.
IT IS A VIRTUAL CITY WITH A WORKFORCE OF 17,000.
IT HAS ITS OWN FIRE DEPARTMENT AND POLICE.
TERMINAL C IS HOME TO JETBLUE, LOGAN’S LARGEST CARRIER.
DIRECTOR OF AIRPORT OPERATIONS FOR JETBLUE.
>> WE ARE JUST OVER 150 DAILY FLIGHTS OUT OF BOSTON, STARTING THIS MAY, WE START NONSTOP SERVICE TO MINNEAPOLIS THAT WILL BRING US 65 NONSTOP DESTINATIONS.
>> THAT IS UP FROM JUST FIVE WHEN THE START UP WITH ITS NO-FRILLS FLIGHTS FIRST LANDED HERE.
TODAY, JETBLUE’S VIRTUALLY STICK -- JETBLUE’S FUTURISTIC TERMINAL.
>> IT IS MORE OF A SELF-SERVICE ENVIRONMENT, AND A LOT OF KIOSKS AND FLOW SPACE.
CUSTOMERS CAN HELP THEMSELVES.
HE HAVE FULL-SERVICE FOR THOSE WHO NEED EXTRA HELP.
>> RECENTLY, A NEW CLASS OF SERVICE.
JETBLUE IS GOING GREEN.
MINT GREEN ON CROSS-COUNTRY FLIGHTS.
JETBLUE’S NEW VERSION OF FIRST-CLASS IS CALLED MINT.
>> IT INCLUDES LIE FLAT SEATS.
>> THE MARKET STARTED ON THE L.A. ROUTE.
IT HAS NO GROWN INTO FIVE CITIES . WE CAN LIE FLAT.
HERE, YOU WOULD WANT TO -- JUST SAY WHEN.
>> KEEP GOING, THIS IS PERFECT.
WAKE ME WHEN WE GET THERE.
GOOD NIGHT.
>> THAT CERTAINLY LOOKED COZY.
IT HAS BEEN REPORTED THAT PENDING FINAL APPROVAL, JETBLUE WILL HAVE A WEEKLY NONSTOP FLIGHT TO HAVANA, CUBA IN THE FUTURE.
>> THAT IS TREMENDOUS AND ONE OF THE REASONS THE DEPARTMENT OF TRANSPORTATION SAYS IT WILL LIKELY BE GRANTED IS BOSTON IS HOME TO TREMENDOUS HEALTH CARE INSTITUTIONS, BIOTECHNOLOGY
FIRMS AND EDUCATIONAL INSTITUTIONS.
THE SAME REASONS MOST PEOPLE WANT TO COME HERE, CUBANS WANT TO DO AS WELL.
>> THAT WOULD BE TERRIFIC.
THIS DOG IS TRAINED TO TRACK BOMBS.
THIS IS A, THE EXPLOSIVE DETECTION CANINE