National Academies Press: OpenBook

Passenger Level of Service and Spatial Planning for Airport Terminals (2011)

Chapter: Appendix C - Observations, Comments, and Suggestions by Passengers

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Suggested Citation:"Appendix C - Observations, Comments, and Suggestions by Passengers." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
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Page 60
Page 61
Suggested Citation:"Appendix C - Observations, Comments, and Suggestions by Passengers." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
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Page 61

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

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

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TRB’s Airport Cooperative Research Program (ACRP) Report 55: Passenger Level of Service and Spatial Planning for Airport Terminals examines passenger perception of level of service related to space allocation in specific areas within airport terminals.

The report evaluates level-of-service standards applied in the terminal planning and design process while testing the continued validity of historic space allocation parameters that have been in use for more than 30 years.

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