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60 Ticketing ⢠Curbside service is not well understood or used due to chargesâhow 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 confusingââwhat are these machines forââif 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: â âWhy is this line so long?â â âWill I make my flight?â â âWhat is the status/cause of flight delay?â (weather, crew, aircraft, and so on). â âWill I make my connecting flight?â â âDo I have to stand in line and do I lose my place in line if I need to step away?â â âWhat is the anticipated wait time?â Security ⢠Having a pre-security area for beverages/snacks was appre- ciated by meeters/greeters and created a better perceptionâ 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 âhandicappedâ in an airport: (e.g., physical issues, traveling with children, pregnant, elderly). ⢠Better definition of security-related categories: âexpert travelersâ versus âcasual travelers.â The âexpertâ 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. âCasualâ 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 someâsuggested 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 isâ 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 importantâincluding 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 onlyânot 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 personnelâs roles would be useful/ helpful.