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TRB's Airport Cooperative Research Program (ACRP) Research Report 161: Guidelines for Improving Airport Services for International Customers assists airport practitioners in implementing departure and arrival processes, passenger services, and wayfinding techniques for international travelers navigating through U.S. airports. The report covers processing international passengers from origin through gateway airports to their ultimate destination; identifies key elements of the international customer experience that can influence satisfaction in light of the customers’ diverse backgrounds; defines acceptable service levels that an international passenger experiences; and provides service metrics for passenger processing at airports, based upon internationally acceptable wait times.

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Suggested Citation

National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. https://doi.org/10.17226/23683.

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Publication Info

248 pages |  8.5 x 11 |  DOI: https://doi.org/10.17226/23683
Chapters skim
Front Matter i-viii
Summary - Guidelines for Improving Airport Services for International Customers 1-2
Chapter 1 - Introduction 3-7
Chapter 2 - The Customer Experience 8-50
Chapter 3 - International Departing Passengers 51-100
Chapter 4 - International Arriving Passengers 101-154
Chapter 5 - Connecting Passengers 155-169
Chapter 6 - Precleared Arriving Passengers 170-179
Chapter 7 - Gateway of the Future 180-202
References 203-204
Appendix A - Common Sign Design Elements 205-212
Appendix B - Primer on Planning, Deploying, Operating and Maintaining a Digital Information Program 213-224

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