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60 APPENDIX C Observations, Comments, and Suggestions by Passengers Ticketing had a club-like presence, and those travelers seemed to be willing to wait longer if it separated them from families Curbside service is not well understood or used due to traveling together. "Casual" was not well understood by charges--how much does it cost? some passengers. Line management in ticketing and kiosk areas are a neces- sity during peak times. Too many kiosks in random locations are confusing--"what Gate Areas are these machines for"--if not co-located with an airline. Televisions in gate areas received mixed reviews: some Shift changes and reduction in number of airline agents dur- travelers did not like them since they could not control the ing peak times with long lines were particularly confusing/ volume or alter seating for viewing; others liked them as frustrating. This issue was also noticed with TSA agents at long as they had the news and closed-captioning; some security checkpoints. thought they were useless and would prefer music; seating Better communication would ease confusion and anxiety. for viewing seemed to be the most important issue. For example, announcements regarding certain situations: Being cut off from news to wait at the airport bothered "Why is this line so long?" some--suggested news feeds in some manner. "Will I make my flight?" TVs at a lower height and tuned to children-friendly chan- "What is the status/cause of flight delay?" (weather, crew, nels would entertain younger travelers. aircraft, and so on). Seat heights and comfort could be improved. Low seats "Will I make my connecting flight?" make it difficult for heavier, taller, or older passengers to "Do I have to stand in line and do I lose my place in line get up/down; hard seats are too uncomfortable to sit in for if I need to step away?" long periods; a way to prop up legs or better prepare seats "What is the anticipated wait time?" for sleeping would be preferred. Electrical outlets near seating are appreciated. Better communications regarding Wi-Fi connectivity: sig- Security nage to state if it is free or has a charge, who the carrier is-- Having a pre-security area for beverages/snacks was appre- in case a passenger subscribes to a specific Wi-Fi provider. ciated by meeters/greeters and created a better perception-- Location of agent computer terminal: does the screen especially those that were in viewing distance of the SSCP. reflect in windows or dcor behind it so that others may Better communication pre-security providing information see information? such as where to find medical-related appliances, wheel- Location, quantity, and cleanliness of trash cans are chairs, and so forth. important--including receptacles near gate in holdroom so Better definition of what is considered "handicapped" in that passengers can discard food/beverages before boarding. an airport: (e.g., physical issues, traveling with children, Better communication and method for delivering announce- pregnant, elderly). ments designed to go to seating area only--not hallways. Better definition of security-related categories: "expert Also, clarity of announcement (enunciation) is imperative travelers" versus "casual travelers." The "expert" TSA lane so that passengers readily understand communication.

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61 Facilities Carpeting: next to the windows was nice for toddlers and kids to play/watch planes. Likewise, if passengers need to Deeper/larger bathroom stalls allowing rolling carry-on sit on the floor because of lack of seats and announcements luggage or a small stroller inside with occupant were are made only in gate area, carpeting is preferred. appreciated. Location of directional signage: when placed too high caused confusion and congestion at some airports. Concessions/Tenets The location of the FIS once on the secured side made all Seating in restaurant areas should better accommodate the difference in congestion just beyond the composition point of SSCP. If too close, a passenger backup occurred. luggage so that placement choices minimize frustration of A clean, well-lit (windows/natural light), and climate- fellow passengers. Better signage and communication to access the rental car controlled airport was noticed and appreciated. Passen- gers also appreciate local flare in dcor of airports. area so as to inform of most direct, time-efficient route. Flooring considerations: attention to carpeting versus other types of flooring in terms of ease in rolling luggage and Miscellaneous strollers should be taken. Restaurants should be well ventilated so that food odors do Calm and relaxing acoustic music throughout airport was not permeate into the hold areas. suggested. Child entertainment areas, with sanitizing wipes, were Uniforms identifying personnel's roles would be useful/ suggested. helpful.