Passenger-Friendly Restrooms Are On The Rise

This Aviation Daily's Airports story (subscribers only) in the April 3 issue was inspired by a post at one of the blogs I like to read -- Endless Capacity for Usless Information.   Endless is a consultant that travels constantly and spends a lot of time in airports.  I'm really interested to get the point of view of road warriers, and she gives me a peek into that life, since I have drastically curtailed my own travels.

Endless did a post on Feb. 24 where she commented on the new roomy restrooms in the new International Terminal at DFW Airport.  So after some digging, I found that DFW wasn't alone in the effort to make them more convenient and customer friendly.

Denver International Airport is spending $1.3 million to refurbish four restrooms in the central area of its Jeppesen Terminal, said spokesman Chuck Cannon.  “The public restrooms are 14-15 years old and are dated.  The colors are beige and gray and we think something more modern and colorful will help brighten them up,” he said.

The restrooms will feature low-flush toilets and be done in orange, blue and red, said Cannon.  “All of the restrooms will include diaper-changing stations, and the stalls will be enlarged so that rollerboard (suitcases) can be taken inside with the passenger,” he said.  “The first phase should begin this summer, with completion of the four restrooms scheduled for May 2008.”  The airport eventually plans to refurbish 60 restrooms, but there is no set timeline, he added.

Boston Logan International Airport opened Terminal A –- operated by Delta Air Lines -– in March 2005, said spokesman Richard Walsh.  The terminal features larger restrooms that were originally installed to handle passenger counts at any given time, said Walsh.  Terminal A features eight restrooms before security, four past security and four in the satellite building, he added, along with companion rooms and separate nursing rooms.

Other features include sensor controlled toilets and water dispensing in the sinks and open, intuitive entrances and exits with a privacy wall in place.  Ladies restrooms in the satellite building have two entrance ways, providing easier movement in/out of restrooms for passengers. 

The airport is improving restrooms in other terminals, said Walsh.  “The hands-free features are also being installed in new restrooms being constructed and companion rooms are also being constructed,” he said.

Arkansas’ Fort Smith Regional Airport’s restrooms were the first airport to win an award, in 2005, sponsored by custodial supplier Cintas Corp. for cleanliness and innovative design, said airport director Kent Penney.  “We used quality materials and our restrooms have a unique look as compared to typical public restrooms,” he said.  “We have an open layout for our sink area, which is an eye catcher.  With the large center island for the sink, people don’t feel like they’re being herded through the facilities.”

The airport spent money on good quality tile to make the restrooms more inviting, said Penney.  “We put a ledge in the stalls where people can put items and don’t have to put them on the ground,” he said.  “We also have hooks and coat hangers, which allow people to bring all their items and meet security requirements.”

DFW Airport decided to build larger restrooms in response to customer service feedback it received from both J.D. Power surveys, its own internal surveys as well as more recent Airports Council International surveys, said spokesman Brian Murnahan.  "Customers were telling us that restrooms were one of their top concerns while at the Airport. They wanted to have a nice large clean restroom to use," he noted.

Murnahan says the Interational Terminal's restrooms feature the following:

• open, large facilities
• brighter, better lighting
• larger stalls that allow roller bags to be place easily within the area
• a shelf above every toilet and urinal for purses or briefcases
• a shelf above the sink area for purses or briefcases to keep them out of the water
• towels and trash recepticals that are easier to reach from the counter
• sinks with automatic water
• more modern and easier-to-clean tile material

Restrooms in the other four terminals will be upgraded to the new standard beginning in 2007, said Murnahan.  "This will be a multi year project to brighten, expand, and add other amenities that customers want in their restrooms," he added.

I think the number one thing passengers want to see in their restrooms are the larger stalls that allow you to bring in your rollerboards, and even children if you're traveling with them.  I really appreciate the stalls at Logan Terminal A for this reason.  Passengers also seem to like the shelves for purses and briefcases above the toilet, so they're not forced to hang them on the door hook or even worse, put them on the floor.  And for the compulsive hand washers (you know who you are!), the sinks with automatic water and those automatic towel dispensers are a godsend.  It will be interesting to see how other airports adapt some or all of these features during construction of new and upgrades of existing terminals.  Watch this space!!