It is easy to take potshots at Atlanta’s airport, but to be fair, travelers need to consider the size and scope of it. To compare Hartsfield-Jackson International to other airports, unless they are hubs, is not an apples-to-apples deal.
Here’s a critique from one businessman who uses the airport a great deal:
• Parking: The parking situation is pretty good, but like anything else, you have to plan correctly if you don't want to get frustrated. For example, if you show up late for a Monday morning flight, you are going to have problems. Make sure you don't have to rush during the peak hours of any day. If you do, you will likely be upset.
• Security: The Transportation Security Administration operation is much better now than a year ago. Again, it is all about timing. If you don't understand the way the system works, don't leave enough time for the process, and don't plan to arrive at the airport in enough time to get through, you're asking for trouble. TSA Precheck makes a big difference in convenience and the time spent in lines. Typically, the more educated travelers are in those lines.
• Food and concessions: I never fail to find new offerings, depending on the concourse I am on. Pricing is a little steep, but not ridiculous.
• Waiting at the gate: Invariably, depending on the gate and passenger load, some people have to stand. It is not ideal, but it is not bad. Yes, there are some gates where one doesn't have adequate space. But on some days, some gates are simply going to be busier than others.
• Delta gate operations: Delta has done some things to make it better to be a passenger. Screens at their gates show connections and boarding zones. And better communications from gate agents, generally speaking, keep people more informed of what may be going on with their flights.
• Domestic vs. international: Let's face it, the major U.S. domestic carriers – Delta, United and American — are in the business of getting you from point A to point B. Because consumers have demanded lower prices and frequent service, we get what we pay for. There is no thrill to traveling in this manner. Some high-mileage flyers get perks, but for the average traveler, not so much. (Southwest does not operate by the same rules as the Big Three, so I prefer to talk about it differently.)
The Big Three are also managing hybrid operations: They want to be domestic transportation services and operate at the high end of the scale internationally. This is very hard for them to pull off. On international routes, depending on the destination, they compete with a different set of competitors and, usually, a different kind of competition.
International service in Atlanta is much better than it used to be. The new international terminal works well, with the exception of being so very far away from the rental cars.
Phil Bush is an Atlanta sales and marketing businessman who travels weekly.
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