Dear people who work at the airport

Dear airport staff, passengers are doing their best to navigate the complex environment of air travel. To you, the airport is second nature, with terms like gate, concourse, and boarding pass being commonplace. However, for those passengers who are less familiar with the process, such as the elderly Indian woman who was told to keep the gate area clear, confusion can arise.

When the announcement was made about Elite SkyFlyer Gold Members being invited to board, the woman, speaking English as her fourth language, misinterpreted the announcement as boarding time. Her anxiety was understandable, given the pressure she felt from the staff's actions.

There is a constant pressure to adhere to the rules, as any mistake could result in public humiliation. The contradictory instructions from various sources, including monitors and staff, can be disorienting. The screens flash "NOW BOARDING - REMAIN SEATED", yet the moment the boarding group is called, the screens switch to "GATE CLOSING" in red flashing type.

The design of the airport, with its confusing layout and conflicting information, adds to the stress. One minute, you're greeted by salespeople trying to sell expensive items, and the next, military-looking personnel are barking orders. It's a paradoxical mix of luxury and militaristic atmosphere.

At times, the instructions are unclear, such as the B gates that are not clearly marked, leaving passengers to wonder which gate they should follow. The process is further complicated by the need to follow security checks, which can be unpredictable and time-consuming.

Even experienced travelers can struggle with the airport environment. For those who are new to air travel, the experience can be overwhelming. The anxiety and confusion can be debilitating, and it's crucial that the airport staff understand and empathize with the challenges faced by passengers.