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From page 155... ... 155 C H A P T E R 5 The connecting passenger experience in the United States is different from many other countries, particularly for international arriving passengers connecting to domestic or international flights. In the United States, all international arriving passengers connecting to other flights must go through the CBP inspection process, claim their checked baggage, and recheck it with the airline operating their connecting flight. Read the entire page →
From page 156... ... 156 Guidelines for Improving Airport Services for International Customers The journey of a domestic arriving passenger connecting to an international flight includes the following steps: • Pre-arrival planning (described in Chapter 4) • Domestic arrival • Security screening (if necessary, described in Chapter 3) Read the entire page →
From page 157... ... Connecting Passengers 157 the airport, traveling through CBP inspection, baggage claim, security screening, and traveling between arrival gate and departure gate, connecting passengers are more likely to have a stressful experience as compared to those passengers simply departing or arriving at that airport. Passenger Expectations: According to the survey, about one-third of passengers could only read a little or no English (34 percent) Read the entire page →
From page 158... ... 158 Guidelines for Improving Airport Services for International Customers 5.2 Airline Recheck to Security Checkpoint International arriving passengers connecting to another flight need to recheck their baggage with the airline before proceeding to the security checkpoint. Once this is complete, they can proceed to a security checkpoint designated for connecting passengers or one in the terminal where their flight is departing. Read the entire page →
From page 159... ... Connecting Passengers 159 Customer service representatives may also be positioned within the airline recheck area to provide customers with directions about how to reach their departure gate and where they should go through security. As shown in Figure 5-5, the customer service representatives would ideally be located near the FIDS monitors as customers are likely to stop and determine what gate or terminal their flight is departing from. Read the entire page →
From page 160... ... 160 Guidelines for Improving Airport Services for International Customers 5.2.4 Physical Environment The physical environment of this journey segment should facilitate natural wayfinding and minimize any impediments to passenger flow. Basic Requirements Natural Wayfinding: The most important aspect of natural wayfinding for connecting passengers as they exit the CBP facilities is a direct line of sight to the airline recheck counters as shown in Figure 5-7. Read the entire page →
From page 161... ... Connecting Passengers 161 Airline Recheck Location: Because many customers will be using baggage carts, it is preferred that the airline recheck counters be located on the same building level as and immediately after the international baggage claim and CBP exit, but just prior to the exit to the Arrivals Hall. If this is not possible, long, shallow ramps or sloped floors should be used to provide a continuous flow of passengers from the CBP exit to the airline recheck counters. Read the entire page →
From page 162... ... 162 Guidelines for Improving Airport Services for International Customers Source: ACRP 03-35 Research Team Figure 5-10. Location of the security checkpoint for connecting passengers at Atlanta International Airport International Terminal. Read the entire page →
From page 163... ... Connecting Passengers 163 Basic Requirements The best wayfinding is intuitive but very few airport terminals are designed to take advantage of natural wayfinding like the International Terminal at the Atlanta International Airport (see Figure 5-7) Read the entire page →
From page 164... ... 164 Guidelines for Improving Airport Services for International Customers Source: http://www.heathrowairport.com/heathrow-airport-guide/flight-connections Figure 5-12. Example of connecting passenger guides on Heathrow Airport's website. Read the entire page →
From page 165... ... Connecting Passengers 165 require information about their connecting flight, including up-to-date flight time, gate location, and directions to the departure gate. 5.3.2 Customer Needs and Expectations After deplaning at their arrival gate, connecting passengers need the following information: the status of their next flight (e.g., on time, delayed) Read the entire page →
From page 166... ... 166 Guidelines for Improving Airport Services for International Customers customers with confirmation they are going in the right direction or information about amenities and services along the way. This is particularly useful for airports with terminals that do not have a secure connection between terminals, which requires customers to exit the secure area and re-enter through a security checkpoint. Read the entire page →
From page 167... ... Connecting Passengers 167 5.3.5 Information Dissemination As discussed previously, navigating long walking distances and level changes are key drivers in the physical environment that affect the connecting passenger experience. To overcome these challenges, an airport needs a well-developed and thorough wayfinding strategy to effectively communicate the basic information to the traveler. Read the entire page →
From page 168... ... 168 Guidelines for Improving Airport Services for International Customers or gate location. Other airports use a numeric only gate designation that does not communicate where the gate is located in the terminal. Read the entire page →
From page 169... ... Connecting Passengers 169 Source: ACRP 03-35 Research Team Figure 5-19. Domestic arrival to international connecting flight journey segment evaluation tool. Read the entire page →

From page 155...

... 155 C H A P T E R 5 The connecting passenger experience in the United States is different from many other countries, particularly for international arriving passengers connecting to domestic or international flights. In the United States, all international arriving passengers connecting to other flights must go through the CBP inspection process, claim their checked baggage, and recheck it with the airline operating their connecting flight.