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Curbside and Ground Transportation 83 5.3.2 Arrivals Signing within the terminal is critical to directing arriving passengers to the appropriate area. Along the roadway and curbside, the signing should be clear enough to facilitate the desired operations. At some airports, separating the "public" traffic from "other ground transportation" is accomplished by placing the activities on opposite sides of the terminals. Some airports have their curbsides laterally separated with island medians that serve as the separation between pub- lic passenger pick-up and other ground transportation activities. One consideration should be made in regards to terminology at airport arrivals. From the dis- embarking passengers' perspective within the terminal, they are most likely being directed to "Baggage Claim" and/or "Ground Transportation." From the drivers' perspective attempting to rendezvous with their party, they are commonly seeing signs indicating "Arrivals" or "Passenger Pick-Up." This apparent disconnect in terminology can cause confusion and frustration as both parties attempt to describe the same location using different names based on their perspective. Airports must be consistent with their terminology. To address this issue of conflicting wording, it is recommended that the doors on the arrivals be labeled in a logical sequence, being it as simple as "Arrival Door 1" or more descriptive if the airport requires it such as "North Arrival Door 1." For airports with multiple terminals or split curbsides, the designator should include a reference to the terminal plus the unique entrance. When a passenger is calling to coordinate with the driver picking them up, it is very easy to pro- vide a unique location to meet. Figure 5.9 and Figure 5.10 illustrate the use of naming exit doors for easy identification. 5.4 Ground Transportation Knowing where to locate and how much curbside space to allocate for each type of commer- cial vehicle usage depends on two factors: (1) the volume of vehicles for each use, and (2) the dwell times required for the associated activities. Since each airport is unique in these character- istics and even with direct airport operational experience, a specific curb allocation study should be conducted to determine commercial curbside allocations. By conducting such a curbside study, both operations and signing can be better planned and implemented in a cohesive man- ner that reduces confusion of patrons and improves efficiencies of the curbside. Figure 5.9. View from curbside on the arrivals level of Hartsfield-Jackson Atlanta International Airport.
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84 Wayfinding and Signing Guidelines for Airport Terminals and Landside Figure 5.10. View from inside the terminal going to the arrivals level of Hartsfield-Jackson Atlanta International Airport. With that said, signing directing arriving passengers to the correct functions along the curb- side begins inside the terminal. A typical list of services includes: · Car rental shuttle, · Parking lot shuttle, · Hotel shuttle, · Public transportation, · Transit options, and · Taxi. If this list of services shares a common curbside, then the umbrella term of "ground trans- portation" can be used to guide arriving passengers to the curbside. However, there are many airports where these services do not share a common curbside. In these instances, the directional signs inside the terminal will need to break the information down as necessary to meet the spe- cific needs. Rental cars are a common example where passengers might go to the end of the ter- minal instead of the curbside. 5.4.1 Passengers Arriving/Departing at the Airport Departing passengers should be provided with information directing them from the transit stop or station to the correct terminal and airline. Information aids for departing passengers approaching the airport should include the following: · Sign(s) on/near the curbside that are visible from inside the transit vehicle indicating the dis- embarking point for the airport, or for specific terminals/airlines if more than one transit stop is made at the airport. (The same information should be repeated via an audio message for reinforcement and for ADA compliance.) · Sign(s) and maps that are inside the transit vehicle to identify stops and airline information if more than one transit stop is made at the airport. (The same information should be repeated via an audio message for reinforcement and for ADA compliance.)
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Curbside and Ground Transportation 85 · Directional signs to guide passengers from the transit stop to the correct terminal and airline check-in counter. Passengers who are deplaning should be provided with information for reaching and using public transportation services available at the airport. Information aids should progress from the general ("Ground Transportation") to the more specific ("Light rail/city bus/hotel shuttles") at successive decision points through the terminal. The following is a sample progression of infor- mation aids, beginning at the arrival gate: · Sign(s) directing passengers from arrival gates and baggage claim areas toward Ground Trans- portation services. · Information aids (wall-mounted signs, printed material, kiosks, or other format) to assist in planning the transit trip from the airport to the traveler's final destination. These should be located at points in the terminal where passengers will make their decisions about ground transportation options. Passengers should be able to determine the following: Destinations that can be reached from the airport using transit services. Routes (if more than one serves the airport) that serve particular destinations. Schedules/departure times. Fares and purchasing options. · Sign(s) directing passengers to specific Ground Transportation services (local bus or rail sys- tem, hotel shuttles, taxis). If the transit service requires fare media that must be purchased prior to arriving at the transit stop/station, directional signs should route passengers accordingly. · Sign(s) directing passengers to the transit stop/station for the desired route, if there is more than one transit stop/station at the airport. · Sign/display at transit stop/station indicating the route(s) served and departure times. · Sign/display on transit vehicle identifying the route. 5.4.2 External Rail Systems vs. Internal Public transit services that connect with the airport should be treated as one category of Ground Transportation service. At airports that have an internal transit system (for instance, a bus or train connecting termi- nals), signs and other information aids must clearly distinguish the internal transportation sys- tem located on the landside from ground transportation services that leave the airport. Signs should list more than the brand names/logos of the airport's internal transportation system and/or the local public transit system. Guide signs should specify whether, for instance, the "Air- port Connector" is an inter-terminal people mover versus a local bus or rail route that leaves the airport. More discussion of transit means internal to an airport can be found in Section 6.3.2. 5.4.3 Technology Interactive trip planning systems and real-time information about transit services are among the technologies that can enhance transit information services at airports. Interactive transit information kiosks can provide an alternative to static transit schedule information and may also be part of a fare purchase system. Kiosks may be linked via the Inter- net to the local transit information system, or may be a self-contained transit planning system. Real-time bus or train arrival information can supplement or replace static signs showing bus or train schedules. Real-time arrival information at transit stops has been shown to make riders feel more confident, particularly at night, and improve riders' overall perception of the quality of transit service provided55. If the transit stop is a long distance from the terminal and/or from other airport services, signs with real-time arrival information for the transit system should be provided in the terminal well ahead of the transit stop itself.