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“We offer multiple service facilities and create a life circle in an international airport, allowing passengers a brand new airport experience.” – Ever Rich
I am often asked, both by newspaper journalists and industry colleagues, to name my favourite airport.
It’s a tough question. On what criteria do you base your answer? Operational efficiency? Quality of service? Strength and diversity of the commercial offer? A real Sense of Place? Or a combination of all these factors?
Over recent years my list has included, for various reasons and at various times, Abu Dhabi Terminal 3, Auckland, Barcelona, Hong Kong, Incheon , Larnaca, Singapore Changi Terminal 3, Vancouver and occasional others.
But now I have a clear and absolute preference. Let me tell you why I consider Taiwan Taoyuan International to be the world’s best airport.
You see, to me airports are more than mere ‘gateways’, more than facilitators of entering or exiting a given location. To me they are (or should be) an expression of that city or country, the potentially vibrant first or last impression a resident or visitor gets on arrival or departure.
An airport should, I believe, reflect its local, regional or national culture. It should champion traditions and tastes, history and heritage, causes and commerce. In 25 years of travelling the travel retail world I have yet to encounter an airport that does those things as well as Taiwan Taoyuan International.
Equally an airport should offer a range of public services, not just revenue-generating ones but also free wi-fi, electronic charging facilities, rest areas, children’s zones, prayer rooms. And of course it should have great shopping and dining outlets, ones that blend the best of international and local products and tastes.
Taoyuan International is not the flashiest nor the most attractive airport, though extensive refurbishments have lifted the appearance of both Terminal 1 (opened in 1979) and the more modern Terminal 2 (2000). But in its public service areas and airport waiting lounges it touches great heights. These zones capture a nation’s commerce, cultural diversity and crafts in a way that always impresses, sometimes surprises and occasionally inspires.
The approach has been masterminded and driven by Ever Rich Group, which has an Operation/Transfer/Reconstruction/Operation/Transfer agreement with the airport authority as well as running the majority of the duty free & travel retail shops and dining outlets.
TAIWAN-THEMED WAITING LOUNGES
When I toured T1 and T2 last week courtesy of Ever Rich, it was like embarking on a cultural treasure hunt. Each waiting lounge shows a different aspect of Taiwanese life. There’s one dedicated to Taiwanese cuisine; another to the glory of the country’s sportsmen and women; one called the Taiwanese Ceremonial waiting lounge (below) that showcases local pastry-making traditions; and so very much more.
But pictures rather than words tell the story best. Come with me on a pictorial tour of Taiwan Taoyuan International, an experience like no other in the aviation world.
[Taiwan’s famous night market stalls come to life]
[In both its public areas and its stores, Taiwan Taoyuan International champions the nation’s indigenous people, who account for around 2% of the population, and their crafts and traditions]
[Here the country’s famous cake-making traditions are honoured]
[Taiwan is famous for its cycle manufacturing industry. This waiting lounge celebrates the sector and also allows passengers to ride on a bike with a video screen offering different views of the country]
[The Glory of Sports waiting lounge celebrates Taiwanese sporting heroes such as endurance athlete Kevin Lin]
[The Hello Kitty waiting lounge has proved a huge hit with local and international travellers, both young and young at heart. There’s even a Hello Kitty-themed international time clock (below). Passengers are welcomed into the area by a Hello Kitty statue walking a suitcase]
[The Made in Taiwan lounge utilises old computer components to brilliant effect]
[The Paper Art of Orchid waiting lounge blends two elements that are symbolic of Taiwan – the moth orchid and refined papercraft]
[This magnificent piece of wall art, made from bamboo, shows a Taiwanese farmer collecting tea seeds. The lettering expresses the importance of tea to the Taiwanese people.]
[Taking flight: The exquisite Blue & White Butterflies waiting lounge]
[Representing ‘The Light of Taiwan’, this lounge features recycled PET bottles and energy-saving LED lighting to create an environmentally friendly, hi-tech ambience]
[The e-Library waiting lounge (above) allows travellers to read in both modern technological and traditional fashion, underlining an airport-wide emphasis on literature and learning]
[(Below) The many celebrations of all-things Taiwanese even includes a dedication to the local postal system, including a nostalgic look back at how this critical public service has evolved down the years]
[Male order: A Taiwanese postal box from my birth year – clearly it has weathered the years better than I have]
[The Formosan Aborigines waiting lounge shows the magnificent art of Taiwan’s indigenous people]
PUBLIC SERVICES
Taiwan Taoyuan International offers a huge range of public services designed for the convenience of passengers and to make their stay at the airport easy and pleasant. Here are some of the highlights:
[Digital multi-media airport guide and information service]
[This sublimely beautiful area is dedicated to Phalaenopsis, known as the Moth Orchid]
[Taiwanese art, culture, foods and festivals are emphasised time and again throughout the two terminals]
[Taiwan’s lush greenness is used to lend tranquility to the airport atmosphere]
[Impressively in a troubled world, religious tolerance and diversity are the order of the day]
[Complimentary tea is served from this exquisite tea station]
[Even the washrooms are themed]
[The waiting areas are designed as places of calm]
[The winning entry from a national poetry competition is beautifully displayed in the concourse aisle]
SHOPPING AND DINING AS A SHOWCASE FOR TAIWANESE PRODUCTS
[This store is staffed by Formosan Aborigines and, below, features a range of items produced by the indigenous people]
[This store sells a range of beautiful items from the Hakka Chinese people. Hakka is the mother tongue of a significant minority of Taiwan’s residents]
TOP-QUALITY INTERNATIONAL BRANDS AND SHOPS
Taiwan Taoyuan International also features an impressive array of generic duty free stores and stand-alone luxury boutiques.
TREATING THE PASSENGER LIKE A GUEST NOT A COMMODITY
[Travellers can relax in massage chairs in the Green Relaxing Zone]
[Ever Rich also runs a number of information points throughout the airport]
[Free wi-fi is provided throughout the airport]
[Another example of the airport’s traveller-friendly approach]
CORPORATE SOCIAL RESPONSIBILITY
[This store raises funds for local charities from sales of local produce]
[The Kung-Fu Massage centre employs people with disabilities – for example a blind man – who have expert massage skills]
[Typifying the emphasis on guest comfort, the airport features this Hello Kitty-themed breastfeeding room for mothers. It also offers free diapers and an emergency phone.]
[Mint, my gracious Ever Rich guide for the day, shows me inside the Hello Kitty facility]
AND FINALLY… THE HUAN YOU VIP TERMINAL
Ok, I know, not all passengers get the VIP treatment that I encountered both entering and exiting the country, but I do need to close with praise for the extraordinary service on offer.
On departure I was met by the lovely Nancy (below), whom I had earlier met on my late night arrival in Taipei a few days before. She and her highly knowledgeable colleague Mint led me on a tour of the airport that was both educational and enthralling.
Before that though, while the team took care of my baggage, immigration and check-in, I was treated to a soup of sticky rice dumplings with red beans, traditional Taiwanese fare for the winter solstice, which coincided with my visit. The elegant surroundings, the efficiency of the service, but most of all the grace of the team capped an amazing experience. Ever Rich and Taiwan Taoyuan International have indeed created a ‘life circle’, one, I repeat, that is unrivalled in the aviation business.
Now this is real sense of place, where passengers are treated like guests and facilities are there to be enjoyed and appreciated. One cannot leave without feeling appreciative of the country, it’s people and culture. I just wonder about the arrival facilities?