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Table 15. Turning point by functional area and environmental factor.
Function Area-per-Passenger TP Passenger Wait-Time TP
Curbside
Check-in agent More than 20 min
Kiosk More than 20 min
Bag drop
SSCP More than a value of between 10 to 30 min*
APM
Corridor
Holdroom
Bag claim More than 20 min
*Lack of sufficient data in this range prevents a more definitive value for the TP.
First presented are the detailed results for the four functional Figure 1 shows the spread of perception data, and Figure 2
areas (staffed agent check-in, kiosk, SSCP, and bag claim) shows the distribution of average perception ratings for the
where it was possible to discern legitimate turning points in agent check-in process collected at all airports compared to
the data for passenger wait times where the average perception waiting time. Each X represents at least one data point.
values rose above acceptable (3.0). The remaining functional For Figure 2, the size of the bubble shows the relative num-
areas (where no legitimate turning points could be developed) ber of data points that make up the average for that bucket
are shown in Appendix B. compared to other buckets.
Table 17 shows the results for the test conditions for this
Detailed Passenger Wait-Time Results functional area based on waiting time. Statistical analysis
shows the relationship between time in queue and average
Figures 1 through 8 show the graphical spread of the data perception rating to be significant for each test condition
collected for all airports for wait times, both in terms of the (1 through 5) for waiting time. This indicates a progressive
raw data and averages of 5-min time buckets (e.g., 05 min, relationship between time spent waiting and average per-
>510 min). Five-minute periods were chosen as the level of ception rating. If we determine the point at which average
resolution because smaller periods did not contain enough perception passes the acceptable ranking (3), we obtain the
data points across the board to conduct relevant statistical turning point. For these data, the TP occurs around a wait
tests. Larger periods would not provide as much resolution. time of 16 to 20 min.
The data show the relationship between perception score and
the time spent in queue or process for a given functional area
for the four areas that exhibited a clear trend. Kiosks
Table 18 shows the average perception rating depending
Check-In on the number of minutes each passenger spent waiting at
the kiosk.
Table 16 shows the average perception rating depending Figure 3 shows the spread of perception data, and Figure 4
on how long the passengers spent in the queue. shows the distribution of average perception ratings for the
kiosk process collected at all airports compared to waiting
time. Each X represents at least one data point.
Table 16. Average passenger For Figure 4, the size of the bubble shows the relative num-
perception of ticketing queue
ber of data points that make up the average for that bucket
time versus length of wait.
compared to the other buckets.
Length of Wait Average Perception Table 19 shows the results for the test conditions for this
05 min 1.8 functional area based on waiting time. Statistical analysis shows
>510 min 2.2
the relationship between time in queue and average percep-
>1015 min 2.6
>1520 min 3.2
tion rating to be significant for the first four test conditions
>2025 min 3.7 (1 through 4) for waiting time. This indicates a progressive
>2530 min 3.2 relationship between the time spent waiting and average per-
>3035 min 4.0 ception rating. If we determine the point at which average
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Figure 1. Perception ratings for staffed agent check-in process by time spent in queue.
Figure 2. Average perception ratings for staffed agent check-in process by time spent
in queue.
Table 17. Results for test conditions for staffed agent check-in Table 18. Average passenger
based on waiting time. perception of kiosk process
time versus length of wait.
Test Condition
Data Group A Data Group B p-value Significant Difference
for Wait Time Length of Wait Average Perception
Condition 1 Wait Time 5 min Wait Time > 5 min 0.00 Yes 05 min 2.0
Condition 2 Wait Time 10 min Wait Time > 10 min 0.00 Yes >510 min 2.4
Condition 3 Wait Time 15 min Wait Time > 15 min 0.00 Yes >1015 min 2.6
Condition 4 Wait Time 20 min Wait Time > 20 min 0.00 Yes >1520 min 2.7
Condition 5 Wait Time 30 min Wait Time > 30 min 0.00 Yes
>2025 min 3.2
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Figure 3. Perception ratings for kiosk process by time spent in queue.
Figure 4. Average perception ratings for kiosk process by time spent in queue.
Table 19. Results for test conditions for kiosk based on
waiting time.
Test Condition
Data Group A Data Group B p-value Significant Difference
for Wait Time
Condition 1 Wait time 5 min Wait time > 5 min 0.00 Yes
Condition 2 Wait time 10 min Wait time > 10 min 0.00 Yes
Condition 3 Wait time 15 min Wait time > 15 min .006 Yes
Condition 4 Wait time 20 min Wait time > 20 min .030 Yes
Condition 5 Wait time 30 min Wait time > 30 min .656 No
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Table 20. Average passenger Table 21 shows the results for the test conditions for this
perception of security queue functional area based on waiting time. Statistical analysis shows
time versus length of wait. the relationship between time in queue and average perception
rating to be significant for each test condition (1 through 5) for
Length of Wait Average Perception
05 min 1.8
waiting time. This indicates a progressive relationship between
>510 min 2.4 time spent waiting and average perception rating. If we deter-
>1015 min 2.6 mine the point at which average perception exceeds the accept-
able ranking (3), we obtain the TP. For these data, the TP likely
occurs around a wait time of above 10 min.
perception passes the acceptable ranking (3), we obtain the
TP. For these data, the TP occurs within a wait time of 21
Bag Claim
to 25 min.
Table 22 shows the average perception rating depending
on how long the passengers spent in the bag claim process.
Security Screening Checkpoint
Figure 7 shows the spread of perception data, and Figure 8
Table 20 shows the average perception rating depending shows the distribution of average perception ratings for the
on how long the passengers were in the checkpoint queue. bag claim process collected at all airports compared to wait-
Figure 5 shows the spread of perception data, and Figure 6 ing time. Each X represents at least one data point.
shows the distribution of average perception ratings for the For Figure 8, the size of the bubble shows the relative num-
SSCP process collected at all airports compared to waiting ber of data points that make up the average for that bucket
time. Each X represents at least one data point. compared to the other buckets.
For Figure 6, the size of the bubble shows the relative num- Table 23 shows the results for the test conditions for this
ber of data points that make up the average for that bucket functional area based on waiting time. Statistical analysis shows
compared to the other buckets. There was a noticeable lack of the relationship between time in queue and average perception
data past the 10- to 12-minute mark--an indication that such rating to be significant for all five test conditions (1 through 5)
conditions occur infrequently in practice, given the TSA's for waiting time. This indicates a progressive relationship
focus on providing shorter wait times for passengers during between time spent waiting and average perception rating. If
the study time frame. we determine the point at which average perception passes
Figure 5. Perception ratings for SSCP process by time spent in queue.
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Figure 6. Average perception ratings for SSCP process by time spent in queue.
Table 21. Results for test conditions for SSCP based on Table 22. Average passenger
waiting time. perception of bag claim
process time versus length
Test Condition
Data Group A Data Group B p-value Significant Difference of wait.
for Wait Time
Condition 1 Wait time 5 min Wait time > 5 min 0.00 Yes
Length of Wait Average Perception
Condition 2 Wait time 10 min Wait time > 10 min 0.00 Yes
05 min 1.6
Condition 3 Wait time 15 min Wait time > 15 min 0.00 Yes >510 min 1.8
Condition 4 Wait time 20 min Wait time > 20 min 0.00 Yes >1015 min 2.3
Condition 5 Wait time 30 min Wait time > 30 min 0.00 Yes >1520 min 2.9
>2025 min 2.9
>2530 min 2.9
>3035 min 4.0
Figure 7. Perception ratings for bag claim process by time spent in queue.
