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66 Planning for Offsite Airport Terminals
population as possible. Viable methods for doing this will vary by airport, but may include con-
tacting all employers and providing information for distribution to employees; sending out
information to security badge holders or parking permit holders; and advertising in an employee
cafeteria, in an on-airport newsletter, or in employee shuttle buses.
Customer Service
All methods of contact for customers needing information on the offsite terminal and trans-
portation link should be easy to use, informative, and stress-free. The offsite terminal will only
be successful if it develops a loyal customer base: satisfied customers will recommend the offsite
terminal to other potential customers. Some considerations include
· Staff at the offsite terminal, bus operation, and representatives at the airport providing infor-
mation on ground transportation options should be trained to promote a positive customer
experience by emphasizing customer service with a friendly and helpful attitude.
· Information on a website should be straightforward, easy to locate, and laid out in a concise
format and should anticipate frequently asked questions.
· An easy to follow procedure for reporting and claiming lost and found items should be estab-
lished for customers.
· A method for obtaining customer feedback should be provided.
· The setup of an automated telephone line should streamline the decision tree the customer is
subjected to for obtaining typical information such as terminal location, hours of operation,
frequency, and fare:
Recorded information should be provided in all commonly used languages and
A method for reaching a live person in case of emergency should be provided.
· Procedures should be in place to assist customers with disabilities.
Information Technology
Information technology can be used to increase awareness of the offsite terminal or improve
customer service. With advancing information technology, sharing real-time information about
actual bus departure times will become easier and more universally assumed in the marketplace.
Providing actual bus departure times and actual parking space availability to drivers on the major
feeder routes will become more commonplace. Information now available on computer screens
via the Internet will become universally available on cell phone screens, making the task of pro-
viding local service information even easier.
For an airport with multiple terminals, "next-bus technology" may be helpful in retaining cus-
tomers. The concept is that transponders on the bus are linked into a system that estimates the
time the bus will arrive to pick-up passengers at specific locations. Arrival times are transmitted
to the pick-up locations and displayed on a computerized panel. Since the departing schedule
will be valid for the first terminal, this type of information allows passengers at remaining ter-
minals to know when the next bus will arrive and alleviates worry about having missed a bus.
Since the deplaning passenger has already taken a potentially lengthy flight and is anxious to
reach their final destination, next-bus technology allows the passenger to relax at the terminal
curb while waiting for the bus, promoting a positive customer experience.
In the future, opportunities may exist to integrate flight information systems with airport
ground access information. Kiosks providing ground access information may also provide flight
departure and arrival information.
