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17 Of all the transitions experienced by the elderly traveler moving through an airport terminal, the emergence from the cramped quarters of an aircraft cabin into the open spaces of the termi- nal, where they are faced with swarms of people hurrying to their gates, the visual confusion of competing signage, and the distractions of concessions and advertising, can be the most unsettling. There are additional physical factors that can add to the disorientation: The jet bridge may be steep and uneven, and the change in lighting levels between the bridge and the concourse may be significant. It was suggested that wider jet bridges would facilitate the use of wheelchairs without blocking egress for other pas- sengers. However, while directional signs to bag claim or connecting gates are often not immediately visible from the deplaning doorway, none of the airport representatives inter- viewed was addressing this issue apart from general efforts to improve signage. RESTROOM ISSUES The journey from the gate to the bag claim area presents most of the same issues as traveling on the terminal airside to the departure gate: long walks, wayfinding difficulties, moving walkways, etc. On the way to baggage claim, the amenity most commonly used by deplaning passengers is the toilets. Most of the airports surveyed were aware of the problems faced by the elderly using toilet stalls. There appears to be a trend towards enlarging the stalls to make room on the floor for carry-on lug- gage, so that older travelers do not have to lift it onto a shelf. One respondent reported the airport was installing more âfam- ilyâ toilets, which it considers helpful to elderly passengers who may need assistance from a traveling companion. There was some interest in the concept of âuniversal design,â which essentially makes all amenities such as sinks and water closets equally easy to use for everyone, similar to the standardized design for drinking fountains. BAG CLAIM AREA ISSUES Wayfinding in the bag claim hall is not nearly so difficult as in the check-in lobby and was not identified as a problem. How- ever, there are other challenges for the elderly, the first being the likelihood of having to stand, sometimes for long periods, while waiting for baggage to arrive (Figure 13). Some air- ports have begun to provide seating, but often, because of space constraints, it is not close to the claim devices them- selves. The next issue is the retrieval of luggage from the claim device. Sloped plate carousel claim units have a sill dif- ficult to lift a bag over (Figure 14). Furthermore, it is virtually impossible for an elderly person to retrieve a double-stacked bag from below another. Flat plate devices are far more user- friendly, since bags can be slid off of them. While they are relatively uncommon at large U.S. airports, where sloped plate devices are generally preferred because of their greater capacity and suitability for remote feeding, at European air- ports, flat plate devices are more prevalent, whether direct or remotely fed (Figure 15). Most of the airport representatives identified the availabil- ity of assistance in the bag claim hall as an issue, particularly with respect to how porters or skycaps are compensated. Sev- eral of the airports surveyed provided no personnel assistance in the bag claim hall at all. One airport persuaded the airlines to absorb most of the cost in their rates and charges, with the airport making a smaller contribution. At one airport that has a high percentage of wealthy clients, the skycaps were happy to work for tips only. It was reported that airline baggage handlers, who often work inside pulling bags off the claims devices to increase new bag capacity, sometimes assist older passengers. One respondent suggested the airlines could tag âelder bagsâ as they do heavy bags, so they could be pulled off the claim devices by handlers. FACILITIES FOR ARRIVING PASSENGERS After claiming their bags, passengers may have to wait for some time to be picked up, or for ground transportation to arrive. In the ACRP report Innovations for Airport Terminal Facilities (2008), it was proposed that, rather than having the passengers waiting outside in the elements, they could be accommodated in an âarrivals loungeâ (Figure 16). There they could sit and relax and be informed of their ground transportation arrival status by a video display or by cellular phone. One of the airports surveyed reported that such an amenity had been included in a recently completed terminal and had already proved a benefit to elderly and disabled pas- sengers (see Table 4). chapter six FROM THE ARRIVAL GATE TO THE TERMINAL EXIT
18 FIGURE 14 Slope plate vs. flat plate baggage claim (ACRP Report 10). FIGURE 15 Flat plate claim device (Corgan). FIGURE 13 Queuing congestion (Corgan).
19 FIGURE 16 Arrivals lounge (ACRP Report 10). Issues: Obstacles: Strategies: Toilet Provision - Larger toilet stalls with floor space for bags - More family toilets for use by the elderly - Universal design with fixtures equally easy to use for all Bag Claim Hall Fatigue - Seating within close proximity of the claim device - Easy to use flat plate devices - Assistance from airline staff or âskycapsâ - Tags identifying "elder bags" for assistance Arrivals Amenities - Provision of arrivals lounges in which to wait ICON KEY Capital Cost to Implement. Operational Costs/Staff Required. Existing Buildings Constraints/Disruption. No Obstacles to Implementation. TABLE 4 CHAPTER SIX SUMMARY
