Creating Journeys Rooted in a Sense of Place

Enhancing the guest experience means going beyond travel logistics or design enhancements. It’s about weaving a sense of place into every interaction, so that passengers know exactly where they are the moment they step through the door. Designing vibrant spaces that showcase local culture transforms airports from transit points into an extension of the destination. Local culture is regularly reflected through thoughtful retail and concessions offerings but beyond that, conscious terminal design can play a major role. For example, the undulating movement of the ceiling in the departures hall at Sangster International Airport recalls the motion of waves, and the terrazzo flooring inlaid with seashells at Lynden Pindling International Airport hints at stunning nearby beaches. During the most recent enhancements to John C. Munro Hamilton Airport, updated architectural elements and finishes, including locally-sourced white pine, were inspired by the region’s natural geography.

The Road to a 5-Star Experience in Nassau  

In 2023, Lynden Pindling International Airport (LPIA) in Nassau, The Bahamas, set out to elevate its guest experience, enhance the airport’s sense of place, and reflect the warmth of Bahamian culture throughout every stage of the journey.  

The guest experience team took a comprehensive, data-driven approach, gathering insights from Airport Service Quality (ASQ) surveys, Skytrax benchmarks, social media feedback, as well as direct input from customers, staff, senior leaders, and external partners. LPIA used these insights, along with examples from other Vantage airports — particularly LaGuardia Terminal B’s award-winning transformation — to shape its own guest experience roadmap.

An initial step was defining a unifying mission. The slogan “We are all experience makers” embodied everyone’s shared responsibility in shaping the guest journey. To bring this mission to life, LPIA launched two intensive training programs: one for leaders on adopting a service-first mindset, and one for frontline staff focused on skills such as conflict resolution, anticipating guest needs, and serving passengers across languages and cultures.

Survey data shows improvement and that transformation efforts are laying the groundwork for a distinctly Bahamian experience with a guest journey that’s constantly improving.