I don’t really have ten steps (though if I had a bit longer, I could come up with at least that. For now, here’s step 1:
Simplify your communication systems. I can get an e-mail/SMS warning me my flight is a bit late, learn that it’s due to a mechanical issue when I check in with the self-serve terminal, have a chat with the guy checking my bag about how’s it’s a flat tire that needs changing. But as soon as I get through customs/security, no one knows anything. The flight time is still listed as on-time, and the gate agents aren’t sure what’s going on, so tell everyone to remain in the area. I know that airlines, even their crews and information systems in any one airport, are massively complicated operations, but really… if anything, the place where a bit of information would calm me down the most is when I’m at or on my way to the gate. Not when I’m in a shuttle on the way to the airport. Just a thought.
Actually, sidenote: on the way out, I saw a billboard for greyhoud that said “there’s a reason you’ve never heard of bus rage”… But don’t be too smug, greyhound/bus operators. I feel at least as much rage every time I board a bus as I do in a car, if not more. Possibly because I’m a control freak and hate leaving whether or not I make it to the airport on time in someone else’s hands, but that’s another issue for another day.
Happy happy sxsw!