Austin South Terminal

The Austin South Terminal faced a challenge: record travel after the COVID19 lockdown was lifted meant waves of passengers…more than the terminal could hold safely or comfortably. An additional curve ball came when messaging was distributed to arrive for flights as much as three hours ahead of time. That’s a lot of antsy travelers! With nowhere for people to wait for their flight, the airport turned to the Covalent Logic team for a creative solution. Rather than letting crowding create frustration, we transformed the parking lot area into a tent party complete with a DJ, food and drinks. Guests arriving early found shade, a cold beer and in Austin fashion … live music. Terminal Ambassadors guided passengers through the TSA process with a color-coded card system based on their destination, ensuring they knew when it was time to board and that there were not people with later flights crowding the gate for folks needing to board. The result was more than just a holding area, it became a moment of levity and hospitality after a period of extreme social isolation. By blending logistics with entertainment, we helped passengers feel cared for during a stressful travel surge. What could have been an operational nightmare turned into a successful model of customer service and crowd management with an Austin, Texas flare.

Through a full rebrand, ad campaigns and signage, Austinites and tourists began to recognize that the Austin South Terminal was the more convenient option when flying in or out of Austin.

The retro aesthetic, laid back atmosphere and uniquely “Austin” food options (hello taco truck on the tarmac), allow the Austin South Terminal to position itself as the budget-friendly, quicker and more accessible option in an otherwise bustling city.

Passenger Testimonials

"Loved the "hospitality" tent at the Austin South Terminal. A great touch to help with increased travel over the July 4th holiday!"

"Love flying out of South Terminal in Austin."

"Everybody was so nice. Loved that the airline made a special place for people in an overflow tent so everyone wasn't crammed together."

Project Goals

Ensure operational success at Austin South Terminal during peak travel in a way that is engaging, memorable and comfortable for travelers who might be feeling overwhelmed or frustrated.

Strategy

Our strategy in executing the successful overflow tent was to replace frustration with festivity and fanfare. At every passenger touchpoint, we turned wait times into an enjoyable part of the travel experience, rooted in hospitality.

Audience

Airline passengers traveling through Austin South Terminal during peak travel