When were people actually not happy?
Walk to Look for Read screen Find Jostle for Wait Identify bag Lift bag Carry out
baggage screen carrousel position
#1 Expectation vs. performance gap.
The baggage alarm rings 2 mins before the 1st bag comes
#2 We maximize.
Barry Schwartz, Andrew Ward, John Monterosso, Sonja Lyubomirsky, Katherine White and Darrin Lehman, “Maximizing Versus Satisficing: Happiness is a Matter of
Choice,” Journal of Personality and Social Psychology, 2002: Vol.83, No.5, pp:1178-1197.
“Deciding where to stand, is like preparing for war”
– British Airways passenger
“One time I couldn’t lift my bag quick enough and I felt so
embarrassed. You have to outsmart the belt.”
When asked, only 15% of passengers could identify their plane by their flight number.
#4 Baggage claim is the last hurdle
until we reach meaning.
James (1860); Markus and Kunda (1986);
#5 No control, at all.
“it is not sufficient to have more choice, we need to feel in
control of these choices to be happier.”
Paolo Verme, “Happiness, Freedom and Control,” Journal of Economic Behavior & Organization, August 2009:Vol. 71 Issue 2, pp: 146-161
“I have no control, at all. What if my bags are on a different continent?”
- American Airlines passenger
Not just the passengers.
What about the…
People picking you up?
“Airlines aren’t allowed to post signs, play music, add plants or decorate baggage claim”
- Baggage Claim Manager, Virgin America