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Innovations for Airport Terminal Facilities (2008)

Chapter: Chapter 3 - Approach to Developing New Concepts

« Previous: Chapter 2 - Research Findings
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Suggested Citation:"Chapter 3 - Approach to Developing New Concepts." National Academies of Sciences, Engineering, and Medicine. 2008. Innovations for Airport Terminal Facilities. Washington, DC: The National Academies Press. doi: 10.17226/14219.
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Suggested Citation:"Chapter 3 - Approach to Developing New Concepts." National Academies of Sciences, Engineering, and Medicine. 2008. Innovations for Airport Terminal Facilities. Washington, DC: The National Academies Press. doi: 10.17226/14219.
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Suggested Citation:"Chapter 3 - Approach to Developing New Concepts." National Academies of Sciences, Engineering, and Medicine. 2008. Innovations for Airport Terminal Facilities. Washington, DC: The National Academies Press. doi: 10.17226/14219.
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Suggested Citation:"Chapter 3 - Approach to Developing New Concepts." National Academies of Sciences, Engineering, and Medicine. 2008. Innovations for Airport Terminal Facilities. Washington, DC: The National Academies Press. doi: 10.17226/14219.
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Suggested Citation:"Chapter 3 - Approach to Developing New Concepts." National Academies of Sciences, Engineering, and Medicine. 2008. Innovations for Airport Terminal Facilities. Washington, DC: The National Academies Press. doi: 10.17226/14219.
×
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Suggested Citation:"Chapter 3 - Approach to Developing New Concepts." National Academies of Sciences, Engineering, and Medicine. 2008. Innovations for Airport Terminal Facilities. Washington, DC: The National Academies Press. doi: 10.17226/14219.
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16 The approach to developing new concepts began with examining passengers’ experiences as they proceed through an airport’s landside facilities and terminal processes and then developing ways to improve that experience through new terminal landside facility concepts. The main components of this approach included the following: • Identifying key passenger processes related to terminal landside facilities; • Establishing the issues, or problems, that passengers com- monly face in those processes; • Identifying innovations to address the issues passenger commonly face; • Developing concepts incorporating those innovations; and • Evaluating the new concepts. The research team began by identifying the key processes that passengers typically experience at an airport while either leaving on a flight or returning from one. From the research described in Chapter 2, a number of issues that passengers commonly encounter was identified. One or more of these issues may be encountered in any of the passenger processes— for example, the inconvenience of waiting may be encoun- tered when checking baggage, obtaining a boarding pass, retrieving baggage, using a shuttle bus, or during any other process. Innovations that are currently in use or being developed at airports around the world were identified based on their potential for mitigating these common passenger issues and improving levels of service. These innovations are described in Chapter 4. The innovations were then incorporated into terminal landside planning concepts to determine how they might work in practice and their potential effects on future terminal landside planning. Chapters 5 and 6 describe and present a number of alternative concepts for the landside and terminal processes, respectively. The process for evaluating the innovative concepts, from the perspectives of passenger processes and airport operations, is presented at the end of this chapter, and the evaluations are included with the discussions of each innovation and concept to assist the operators of large- and medium-hub airports, the airlines serving those airports, and landside and terminal planners in evaluating the applicability of specific innovations or concepts to their airports. The components of the approach used in this research project are described below. Passenger Processes Identifying the key processes that passengers experience after they enter the airport (whether arriving by private vehi- cle or other form of ground transportation) is central to the development of innovative solutions to common issues/ problems. Because the layout of landside facilities at each airport is unique, it is important to focus on the similarities, which are the processes. The process flow diagrams show the paths of passengers arriving at an airport and proceeding to the SSCP (see Fig- ure 3-1) and subsequently leaving the secure area of the airport and proceeding to the airport exit (see Figure 3-2). The lines connecting the various activity points indicate that the activity relates to roadway traffic, pedestrian movement, or high- occupancy vehicles. The two overall process flows described can be separated into a number of more specific flows that have their own char- acteristics. The following process flows are discussed in the next sections: • Airport entrance to remote parking and on to terminal drop-off, • Airport entrance to private vehicle curb, • Passenger drop-off to SSCP, • Close-in parking to SSCP, C H A P T E R 3 Approach to Developing New Concepts

• Transit system to terminal entry, • Secure area to close-in parking, • Secure area to commercial vehicle pickup, and • Commercial vehicle pickup to remote parking and on to airport exit. Airport Entrance to Remote Parking and on to Terminal Drop-Off Many larger airports offer multiple options for remote park- ing that are in geographically different parts of the airport and that require different travel routes to access the facilities. Once a passenger has parked his or her vehicle in the remote facility, the challenge, particularly for the elderly, shifts to finding and walking to the designated airport shuttle stop and then boarding the vehicle that will transport the passen- ger to the terminal building. In using the remote parking facilities, the passenger is often confronted with additional stress resulting from a lack of information pertaining to arrival time for the shuttle and the amount of time it will take the shuttle to travel to the terminal. Airport Entrance to Private Vehicle Curb One of the most heavily traveled routes on airport roadways is the route that private vehicles take to access the arrivals- level curbside to pick up arriving passengers. The heavy traffic volumes associated with this process, as well as unclear road- way signage, can make this seemingly simple process one of the most stressful. Adding to the stress of this process are late 17 Figure 3-1. Arriving at the airport. Figure 3-2. Leaving the airport.

arriving flights combined with drivers not knowing when or where they need to pick up their passengers. Passenger Drop-Off to SSCP Passengers being dropped off at the terminal curb via pri- vate vehicle or taxicab have several choices. If they have check baggage, they can either use curbside check-in or proceed to the departures hall where myriad options are available, rang- ing from self-service check-in and staffed bag-drop positions to full-service ticketing. Passengers without baggage can pro- ceed directly to the SSCP if they obtained a boarding pass over the Internet or if they used a self-service check-in kiosk or the full-service counter. With the proliferation of the use of self-service check-in and check-in over the Internet options, strong potential exists to improve the level of service related to this particular process. Close-In Parking to SSCP Passengers using the airport’s close-in parking facilities experience many of the same processes as those being dropped off at the private vehicle or taxicab curbsides, except that close-in parkers must transport their baggage farther, between parked cars, and often through more vertical transi- tions, and they potentially have to cross the terminal roadway via an at-grade crossing. Once inside the terminal, the processes and check-in/bag drop processes are the same. The focus in this process is on passengers with check baggage rather than those without check baggage who can proceed directly to the SSCP or use self-service check-in kiosks. Transit System to Terminal Entry At airports that offer a connection to a local transit system, the transit system is often not directly integrated with the terminal building. At those airports with fully integrated rail systems, a higher level of customer convenience can be pro- vided by reducing the need for mode changes and long walk- ing distances. Typically passenger walking distances, multiple vertical transitions, the need for multiple mode changes, limited service times that may not correlate with airport peak periods, and unreliable connection times from the transit system to the terminal via an airport train or shuttle bus system are some of the issues associated with this process. Secure Area to Close-In Parking Passengers who must retrieve checked baggage and who have parked in the close-in parking facility face the additional burden of transporting their baggage from the bag claim de- vice to their vehicle, which often involves numerous vertical transitions. In addition, the pedestrian paths to the close-in parking facilities typically involve at-grade crossings that require passengers to transport their baggage across a busy arrivals roadway. At airports where close-in parking is provided in a garage, passengers with baggage may experi- ence heightened levels of concern for their personal safety because garages are often poorly lit and typically not heavily populated. Secure Area to Commercial Vehicle Pickup A process that has historically been less emphasized during design is that of passengers leaving the secure area of the ter- minal and proceeding to the commercial vehicle pickup area. In particular, passengers who must claim checked baggage are often faced with the challenge of finding the proper bag-claim device and then navigating a complex path to the desired commercial service vehicle pickup area. Once passengers arrive at the appropriate pickup area, typically no informa- tion is available regarding how long the wait will be for the next shuttle, bus, or taxicab, nor are any amenities provided such as information displays, sheltered waiting areas, or rest- rooms that can be used while they wait. Commercial Vehicle Pickup to Remote Parking and on to Airport Exit After exiting the terminal building, passengers require di- rections to the vehicle boarding area for their desired mode of travel to exit the airport such as parking shuttle bus, door- to-door shuttles, or other people-mover system either adjacent to the terminal building or at an outer curbside island accessed via at-grade crosswalks. Several airports offer commercial vehicle pickup at remote curbside areas or in an adjacent park- ing garage. Once arriving at their desired vehicle boarding area, passengers may also experience additional stress resulting from the lack of information regarding shuttle vehicle arrival times or unclear directions as to which vehicle to board. Upon reaching the remote parking area, passengers must offload their baggage, walk to their vehicle, load the vehicle, and then travel to the exit plaza. At the exit plaza, the driver is often presented with the option to exit either via prepaid lanes or via a cashier-staffed lane. Issues Passengers Commonly Face For each of the processes described above, passengers may face one or more issues that affect their travel experiences and increase their stress level. The issues passengers most com- monly face were identified through the research described in Chapter 2, as well as from input from the ACRP project panel and the combined experience of the research team. These 18

common issues were divided into several broad categories, as follows: • Waiting/queuing, • Walking/vertical transitions, • Baggage handling by passengers, • Information/signage/wayfinding, • Vehicular movement/pickup/drop-off, and • Safety and security. Table 3-1 presents a summary of the issues commonly found in each process. Each category is discussed below. Waiting/Queuing A major cause of anxiety and frustration for the airline passenger is the inevitability of having to wait in line, often multiple times. Passengers are often frustrated by the per- ceived waste of time and are anxious about the possibility of missing their flight, especially in light of the uncertainty re- lated to possible further queuing. In addition, waiting in line generally requires long periods of time standing, which can be fatiguing, particularly for the elderly. This experience is further aggravated by boredom resulting from a lack of mental stimulation and real-time information regarding their trip. From an operating efficiency standpoint, large building areas are often required just to accommodate the nonproductive activity of queuing. Walking/Vertical Transitions Walking distances are generally not as significant an issue on the landside of terminal buildings as they are on the airside. The longest walking distances on the landside are typically in large parking lots or garages where the routes may be not only long, but also indirect, and moving sidewalks may not be avail- able. More commonly, passengers are inconvenienced by changes in levels along the path. In addition to staircases, esca- lators provide the primary means of assistance, with elevators provided where required by accessibility laws. Unfortunately, the elderly and the disabled, as well as families with small chil- dren and those with baggage carts, are often reluctant to use escalators because of the challenge of getting on and off with their baggage. Compounding this issue is the fact that elevators are often not provided on the passengers’ direct route of travel and, therefore, may be difficult to find. Also, elevators are frequently inadequately sized and are insufficient in num- ber to provide adequate service, especially at peak periods. Baggage Handling by Passengers Transporting baggage presents major problems for pas- sengers. Issues include potentially long walks that may require negotiating level changes, lifting bags onto bag wells at ticket counters, and lifting bags off bag-claim devices. At most U.S. airports, baggage carts are not freely available, and elderly pas- sengers often require assistance lifting and transporting their baggage, which also may not be available. Information/Signage/Wayfinding Airports are complex environments. In well-designed facilities, wayfinding can be somewhat intuitive; however, most passengers rely on signage and other information sources to find their way. One concern is the clarity of signage, with font sizes often being too small for easy readability, especially for the elderly and those with special needs. Informational signage often competes with commercial signage and adver- tising and includes terminology and symbols that may be understood by airport planners, but not necessarily by the 19 Waiting / Queuing Walking / Vertical Transitions Baggage Handling by Passengers Information / Signage / Wayfinding Vehicular Movement / Pickup / Drop-off Safety and Security — — — — — — — Issue is a significant concern Issue is present but not a significant concern — Issue is not a concern Arrivals hall to POV pickup Issues Key Processes Transit system to terminal CV drop-off at terminal curb POV drop-off at terminal curb Arrivals hall to close-in parking Arrivals hall to CV pickup Close-in parking to departures hall Ticketing/check-in Table 3-1. Issues commonly found in each key process.

general public, including those who do not speak the local lan- guage. Informational displays are often not interactive and the lack of real-time information can cause anxiety. Wayfinding can also be difficult because of confusing indirect routes with multiple decision points along the way. This confusion can be exacerbated by the conflicting priorities of passenger move- ments and the goals of retail establishments. Vehicular Movement/Pickup/Drop-Off The constant movement of POVs and CVs on the airport terminal roadway system is another contributor to passenger stress. Accommodating all of these mode types within the limited roadway and curbside capacity that is typically avail- able at airports can result in a number of issues. For example, vehicles typically cluster around desirable curbside locations, such as doorways and skycap areas, resulting in congestion hot spots. Curbside congestion increases the potential for queuing that can extend onto the airport access roadway system and impede overall access to the airport. The double parking often associated with checking baggage at the curbside creates safety issues and exacerbates curbside congestion, which further reduces the capacity of the roadway system. On the arrivals level, a balanced level of enforcement must be achieved. Very high levels of enforcement, which keep the arrivals level road- way freely flowing, may contribute to secondary effects of increased recirculating traffic and increased staffing costs to the airport operator. Other factors, such as short merging distances and vehicles backing up at the terminal entrances, also reduce roadway capacity. Safety and Security Passenger anxiety is increased by real and perceived safety concerns. These concerns can include the very real possibility of traffic accidents caused by roadway congestion and pedes- trian injuries related to at-grade roadway crossings, typically between the garage and the terminal building. Passengers may also be concerned about personal safety in parking garages and at transit stations and even at the curbside, espe- cially late at night. The concentration of unscreened check bags in the departures hall, at curbside check-in, or at a remote check-in location may also be perceived as a safety threat. Innovations Identified During the research phase, several innovations were iden- tified to improve the passenger’s airport experience. These innovations included procedural methods as well as physical devices. Some of the innovations are not, by themselves, new, but the manner in which they have been combined may be. For example, while CUSS systems are currently being implemented, the concept of arranging the entire departures hall based on passenger check-in processes (i.e., boarding pass only, boarding pass and baggage check, or full-service check-in) is not currently being implemented. The following is a brief summary of the innovations that are described in detail in Chapter 4: • Leveraging CUSS kiosks to differentiate passenger- processing activities according to individual passenger requirements; • Developing passenger-processing facilities that accommo- date a variety of functions at locations other than the con- ventional terminal building; • Providing the capability for passengers to tag their own check baggage using automated devices at a variety of locations both inside and outside the terminal building; • Providing alternative means for dropping off passengers, picking up passengers, and short-term parking for passen- gers traveling in private vehicles; • Implementing alternative methods of accommodating commercial vehicle operations in lieu of the conventional curbside; • Providing special facilities provisions for accommodat- ing the increasing number of elderly travelers, including baggage devices, vertical transportation systems, and seating; and • Implementing techniques for enhancing the passenger’s arrival experience, including meeters and greeters and the interface with ground transportation. Concepts Incorporating Innovations One of the major goals of this research project was not only to identify innovations, but also to understand and evaluate their potential effects on airport terminal land- side facility planning and design. Therefore, several new landside (see Chapter 5) and terminal (see Chapter 6) concepts that incorporate one or more innovations were developed. The landside concepts are based on the passenger processes described earlier and include activities from the beginning of the passenger’s journey to the point where the passenger enters the terminal building and the reverse. These concepts encompass POV and CV traffic, remote baggage check, park- ing, passenger drop-off and pickup, and the potential inte- gration of regional transit systems and rental car facilities. The process of picking up and dropping off passengers was examined through innovative alternatives to the conventional curbside. The terminal concepts incorporate a number of dif- ferent check-in arrangements and arrivals concepts, which include an idealized arrangement of components related to 20

domestic arrivals, including meeters and greeters, baggage claim, and the ground transportation interface. The concepts have been developed in some detail in an attempt to verify their practicality and workability; however, it should be noted that the illustrations and descriptions are not intended to represent specific design solutions. Evaluation Process The innovations identified and the concepts incorporating those innovations, as described in Chapters 4 through 6, were evaluated by examining the advantages and disadvantages of each and then comparing each with other innovations or concepts, as appropriate. The advantages and disadvantages of each innovation and concept are discussed after the descrip- tions of the innovation and concept. The intent is to provide valuable information to enable airport management, other stakeholders, and terminal landside planners to determine whether a specific innovation or concept applies to their specific situation. In addition to the advantages and disadvan- tages of each innovation or concept, the potential challenges to implementation are also discussed. The information provided in the evaluations of the inno- vations and concepts was based on the experience of the research team as well as comments on the innovations and preliminary innovative concepts collected during on-site workshops held with airport management representatives— including senior executives, planning and development, engineering, operations, and public safety—as well as airline representatives. Simulation analyses were conducted for select options to provide preliminary insight into their potential benefits or constraints. The simulation analyses were based on existing datasets of actual U.S. airports so that realistic estimates of the facility requirements could be obtained. Brief descriptions of the simulation results are provided with the appropriate concepts; full descriptions of the simulation models used are provided in the appendix. 21

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TRB’s Airport Cooperative Research Program (ACRP) Report 10: Innovations for Airport Terminal Facilities explores worldwide developments in airport landside facilities design, and examines future trends and innovative passenger service/processing concepts.

View information about the TRB webinar on ACRP Report 10:Innovations for Airport Terminal Facilities, which was held on Monday, April 26, 2010.

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