Improving the Airport Customer Experience (2016)

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225 Note: This bibliography includes all references for material cited in the report. “A Story Begins . . . Incheon Airport 2014 Brochure.” 2014. “Airport Guide: A Quick Guide for Departing/Transit Passengers.” Brochure. February 2015. “Airport Play Areas for Your Next Long Layover.” Conde Nast Traveler, May 13, 2013. “American Airlines’ Plan for iBeacon Connectivity in Dallas and Beyond.” Skift.com, July 16, 2014. “Denver Customer Service: Denver International Airport: Building a Billion Dollar Business & World-Class Airport.” Brochure. 2014. “Denver International Airport Reimagines Cell Phone Waiting Lot with Opening of Final Approach.” Aviation- Pros.com, September 26, 2013. “Shop & Dine: Your Guide to Changi Airport’s Best Buys and Bites. Public Areas.” Brochure. February 2015. “Welcome to Changi Airport: A Quick Guide for Arriving Passengers.” Brochure. February 2015. Aaronson, R. “Creating the Right Impression.” Airport World, Volume 13, Issue 1, February–March, 2008, p. 23. ACI-ASQ. Airport Service Quality Awards. http://www.aci.aero/Airport-Service-Quality/ASQ-Awards/ Past-Winners/2013. 2013. ACI-ASQ. Airport Service Quality Awards. http://www.aci.aero/Airport-Service-Quality/ASQ-Awards/ Past-Winners/2014. 2014. ACI-ASQ. Airport Service Quality Awards. http://www.aci.aero/Airport-Service-Quality/ASQ-Awards/Current- Winners. 2015. ACI-NA. 2012 ACI-NA Passenger Airport Amenities Services Survey. 2012. Art Future. “Installations in Tom Bradley International Terminal at Los Angeles Airport (LAX),” December 2014, http://artfuture.com/2014/12/installations-in-tom-bradley-international-terminal-at-los-angeles- airport-lax/. Badawi, G. “Delivering Quality Services—Austin Style.” Journal of Airport Management, Volume 6, Number 4, Autumn 2012, pp. 329–338. Baskas, H. “Should You Pay for Wi-Fi?” USA Today, June 15, 2011. Baskas, H. “Airport Libraries to the Rescue.” USA Today, August 22, 2013. Baskas, H. “The Best Airport Amenities of 2013.” stuckattheairport.com, December 11, 2013. Baskas, H. “Airport Lets Fliers Reserve Security Front-of-Line Time Slot.” CNBC, January 3, 2014. Bates, J. “Easy Travel.” Airport World, Volume 15, Issue 5, October–November, 2010, pp. 76–78. Bates, J. “State of Independence.” Airport World, Vol. 20, Issue 5, October–November 2015, p. 33. Becker, J. “14 Airport Amenities that Will Make You Long for a Layover.” CNN.com, June 19, 2012. Belardini, A. “Growing Retail Revenue at Airports.” Journal of Airport Management, Volume 7, Number 3, Summer 2013, pp. 222–230. Birch, C. “Customer Relations.” Airport Revenue News, August 2014, pp. 48–49. Bogicevic, V., W. Yang, A. Bilgihan, and M. Bujisic. “Airport Service Quality Drivers of Passenger Satisfaction,” Tourism Review, Vol. 68, Issue 4, 2013, pp. 3–18. Bradley, J. “Gainesville Regional Pumps Up the Perks with Customer Reward Program.” Airport Improvement Magazine, March–April 2012. Breeden, A. “Tired of the Duty-Free Shop? Go Check Out Those Rodins.” New York Times, February 13, 2013. Carbone, L. Clued in: How to Keep Customers Coming Back Again and Again, Pearson Education, Inc., 2004. Carroll, M., H. Stambaugh, J. Kolesar, S. Berger, H. Benaman, and Z. Varwig. ACRP Report 127: A Guidebook for Mitigating Disruptive WiFi Interference at Airports. Transportation Research Board of the National Academies, Washington, D.C., 2015. Changi Airports International, “About Us,” http://www.cai.sg/aboutus/about_us.htm. A P P E N D I X B Bibliography and Collateral Material List

226 Improving the Airport Customer Experience Chute, J. “San Diego International Airport Is Getting Serious about Art.” San Diego Union-Tribune, Novem- ber 27, 2011. Clark, J. “What Makes the World’s Greatest Airport So Great.” USA Today, December 11, 2012. Denver International Airport. DEN Customer Experience. Brochure. FlyDenver.com/bizops/documents/ DEN_Customer_Experience_Overview.pdf. No date. The Economist. “A New Ranking–America’s Awful Airports.” March 29th, 2014. Ellams, M. “Being Social.” Airport World, Volume 18, Issue 2, April–May, 2013, pp. 56–57. Fancher, J. “DFW Aims for Kinder, Gentler Security Checkpoint.” Dallas Morning News, December 8, 2013. Feldman, D. and L. Villeroux, “Make It Memorable.” Airport World, Vol. 20, Issue 3, June–July, 2015 pp. 20–22. Fortuna, N. “Do It Yourself: Self-Tagging Program at Austin-Bergstrom Is Likely to Set a Trend.” ACI-NA Center- lines, June 2011, pp. 17–19. Freedman, D. “The Best Airport Experience in the World.” Forbes, December 7, 2011. Future Travel Experience. “Future Travel Experience Global 2013.” FTE Think Tank, September 4, 2013. www. futuretravelexperience.com. Garrett, R. “Digital Art Display Turns Out to be an LA Showstopper.” Airport Improvement Magazine, May–June, 2010. Ghee, R. “How Airports and Airlines are Innovating to Help Passengers Relax and Stay Productive in the Terminal.” Future Travel Experience. April 24, 2014. Gibbs, E. “Low-Priced Services Yield Priceless Satisfaction.” Airport Revenue News, Volume 4, Issue 42, February 2005, pp. 30–34. Gibbs, E. “Employee Efforts and Incentives, A Win-Win Cycle.” Airport Revenue News, Volume 4, Issue 46, June 2005, pp. 32–35. Gibbs, E. “Whether Grabbing or Dining, PAX Want Quality.” Airport Revenue News, Volume 4, Issue 47, July 2005, pp. 20–23. Gibbs, E. “Louis Armstrong New Orleans Terminal Rises Up with Friends, New Ideas.” Airport Revenue News, Volume 4, Issue 50, October 2005, pp. 18–19. Gibbs, E. “Cutting Edge Marketing Tools that Work.” Airport Revenue News, Volume 5, Issue 37, June 2006, pp. 32–35. Grossman, D. “Houston Airports Try High-Tech Surveillance to Improve Customer Service.” USA Today, May 31, 2011. Haight, M. and J. Ortiz. Breastfeeding Medicine, December 2014, 9(10), pp. 515–519. Harding, J. R., M. Elizer, Jr., J. Alderman, M. J. Frankel, S. T. Chrysler, C. M. Poe, L. L. Higgins, C. Beatty, L. Theiss, A. Smiley, T. Smahel, J. A. Pangburn, C. Berger, and T. Esch. ACRP Report 52: Wayfinding and Signing Guidelines for Airport Terminals and Landside. Transportation Research Board of the National Academies, Washington, D.C., 2011. Harding, J. et al. “Getting Graphics.” Airport World, Volume 20, Issue 5, October–November, 2015, pp. 29–30. Hazel, R. A., J. D. Blais, T. J. Browne, and D. M. Benzon. ACRP Report 19A: Resource Guide to Airport Performance Indicators. Transportation Research Board of the National Academies, 2011. Herb, J. “Airport’s Calming Features Should Make for Serene Security Checks.” Indianapolis Star. June 22, 2008. Infrastructure Management Group, Inc. ACRP Report 19: Developing an Airport Performance-Measurement System. Transportation Research Board of the National Academies, Washington, D.C., 2010. J.D. Power and Associates, “Although Technology May Help Improve the Airport Experience, the Basics Have the Greatest Impact on Passenger Satisfaction.” February 18, 2010. J.D. Power and Associates, Press Release, http://www.jdpower.com/press-releases/2013-north-america-airline- satisfaction-study, 2013. Keller, G. “Paris Airport Tests Hologram Boarding Agents.” Associated Press, August 22, 2011. Kelly, K. “LAX Adds Dog Therapy Program to Lower Airport Stress.” Huffington Post, August 27, 2013. King, H. “Happy Families.” Passenger Terminal World, September 2015, pp. 50–56. Kramer, L. S., A. Bothner, and M. Spiro. ACRP Synthesis of Airport Practice 48: How Airports Measure Customer Service Performance. Transportation Research Board of the National Academies, Washington, D.C., 2013. Kramer, L. S. and S. Mandel. ACRP Synthesis of Airport Practice 62: Cell Phone Lots at Airports. Transportation Research Board of the National Academies, Washington, D.C., 2015. Kramer, L. S. and M. Moore. ACRP Synthesis of Airport Practice 57: Airport Response to Special Events. Transportation Research Board of the National Academies, Washington, D.C., 2014. Landrum & Brown, Inc. ACRP Report 80: Guidebook for Incorporating Sustainability into Traditional Airport Projects. Transportation Research Board of the National Academies, Washington, D.C., 2012. Landrum & Brown, AirProjects, Inc., Aerotropolis Business Concepts, LLC, and Envirosell. ACRP Report 109: Improving Terminal Design to Increase Revenue Generation Related to Customer Satisfaction. Transportation Research Board of the National Academies, Washington, D.C., 2014.

Bibliography and Collateral Material List 227 LeighFisher. ACRP Report 54: Resource Manual for Airport In-Terminal Concessions. Transportation Research Board of the National Academies, Washington, D.C., 2011. Loyd, L. “Phila. Airport Starting to Upgrade its Many Bathrooms.” Philadelphia Inquirer, March 24, 2013. Lloyd, L. “Cellphone Lots Become a Key Airport Feature.” Philadelphia Inquirer, July 2, 2013. Macguire, E. “Fun on the Fly: 7 of the World’s Most Entertaining Airports.” CNN, April 2, 2013. Martin, J. “Empowering Passengers.” Airport World, Volume 15, Issue 5, October–November, 2010, pp. 60–62. Mayer, K. “Enabling the Future.” Centerlines, Fall–Winter, 2015, pp. 40–46. McCartney, S. “And Now, An Airport VIP Lounge for the Rest of Us.” Wall Street Journal, July 14, 2011. McCartney, S. “The World’s Best Airport?” Wall Street Journal, December 1, 2011. McCartney, S. “Airport Luxury-Lounge Showdown.” Wall Street Journal, December 5, 2013. McClung, D. “Airport Store Merges 8 Indianapolis Cultural Centers.” Airport Improvement Magazine, May–June, 2011. McCormick, C., “Planning for the Big Event: Making Passengers Feel Welcome and Comfortable Is Paramount. All Else Follows.” ACI-NA Centerlines, October 2009, pp. 68–73. McCormick, C. “Enabling the Disabled: Curb-to-Curb Accessibility Is a Never-Ending Struggle.” ACI-NA Center- lines, December 2009, pp. 23–25. Mein, P., A. Kirchhoff, and P. Fangen. ACRP Synthesis of Airport Practice 51: Impacts of Aging Travelers on Airports. Transportation Research Board of the National Academies, Washington, D.C., 2014. Mellery-Pratt, R. “Airport Retail Flying High.” Business of Fashion, September 5, 2013. Milton, T. “Light and Sound Show.” Airport World, Volume 18, Issue 2, April–May, 2013, pp. 46–55. Montgomery, D. “Who Said an Airport Has to Be Terminally Boring?” Fort-Worth Star-Telegram, May 27, 2008. MTR Corporation Limited. Mass Transit Railway’s Airport Express Service Guide. http://www.mtr.com.hk/ archive/en/services/19_AEL_Service_Guide_C_E_all.pdf. Hong Kong, 2015. Munich Airport. The New Munich Airport Brand. http://www.munich-airport.de/en/company/konzern/marke/ index.jsp. No date (a). Munich Airport. The Enterprise Strategy 2025. http://www.munich-airport.de/en/company/konzern/strategie/ leitbild/index.jsp?viewType=h. No date (b). Nelson, N. “Miami Adds Magic to Customer Service.” ACI-NA Centerlines, March 2009, pp. 34–37. Nelson, N. “Innovation Driver.” Airport World, Volume 14, Issue 3, June–July, 2009, pp. 56–57. Pae, P. “Self-Serve Airport Idea Could Take Off in Future.” Los Angeles Times, September 8, 2007. PANYNJ. Customer Care Airport Standards Manual. 2008. Park, J.-W. and S.-Y. Jung, “Investigating the Differences in Transfer Passengers’ Perceptions of Airport Service Quality.” Journal of Airport Management, Volume 5, Number 4, July–September, 2011, pp. 368–375. Paternoster, J. “Excellent Airport Customer Service Meets Successful Branding Strategy.” Journal of Airport Management, Volume 2, Number 3, April–June, 2008, pp. 218–226. Patton, C. “Art Plays a Role in Making Jacksonville Airport an Enjoyable Experience.” Florida Times-Union, August 6, 2013. Perry, L. J., O. Damian, and A. Lagu. ACRP Synthesis of Airport Practice 56: Understanding the Value of Social Media at Airports for Customer Engagement. Transportation Research Board of the National Academies, Washington, D.C., 2014. Peterson, B. “The Future of Airport Design Is All About Self-Service.” Conde Nast Traveler, September 12, 2014. Rawlings, N. “Joe Biden Says NYC Airport Like ‘Some 3rd-World Country.’” Time, February 2014, http://time. com/5318/joe-biden-laguardia-airport/. Rees, N. “Thinking 3D.” Airport World, Volume 18, Issue 2, April–May 2013, pp. 64–65. Rosenbluth, H. F. and D. M. Peters, “The Customer Comes Second.” Harper Business, 2002. Rothausen-Vange, J. R., S. Cooper, S. Wirth, K. Bruggemann, K. Kindvall, R. Agnew, I. de Keyzer, D. Ambrose, and C. Duffy. ACRP Report 130: Guidebook for Airport Terminal Restroom Planning and Design. Transportation Research Board of the National Academies, Washington, D.C., 2015. Rudarakanchana, N. “Airports Ramp Up Smart Phone Tracking, But Use Retail Technology.” International Business Times, January 16, 2014. San Francisco International Airport. The Principles of REACH. http://media.flysfo.com.s3.amazonaws.com/pdf/ about/b2b/SFO-principles-of-REACH.pdf. 2013. Schiphol Group. Annual Report 2014. http://2014.annualreportschiphol.com/. 2014. Schouten, C. “Indy Airport Helping City Make Strong First Impressions.” Indianapolis Business Journal, January 31, 2012. Schultz, H. Pour Your Heart Into It, New York: Hyperion, 1997. Scott, K. “Airports Add 21st Century Twist to Customer Service.” Airport Improvement Magazine, November– December, 2012. Sharkey, J. “Airports Step Up when Airlines Fall Short.” New York Times.

228 Improving the Airport Customer Experience Shea, B. “Concession Contracts to Bring Fleet of New Retailers to Airport.” Crain’s Detroit Business, October 22, 2012. Sillers, P. “Automatic Pilot.” Passenger Terminal World, September 2015, pp. 30–34. SITA. “Beacons Show the Way.” Air Transport IT Review, Issue 2, 2014, pp. 21–24. SITA Insight and Airline Business, The Airline IT Trends Survey 2014, June 2014. SITA. The Future Is Personal 2015 Air Transport Industry Insights, February 15, 2015. SITA and Air Transport World, The Passenger IT Trends Survey 2015, May 2015. Skytrax. The World’s Top 100 Airports. http://www.worldairportawards.com/Awards/airport_award_winners_ 2015.html. Smith, D. “Grand Designs.” Passenger Terminal World, September 2015, pp. 44–48. Spence, E. “The Mobile Browser Is Dead, Long Live the App” Forbes. April 2, 2014. http://www.forbes.com/sites/ ewanspence/2014/04/02/the-mobile-browser-is-dead-long-live-the-app/#1ba760396e7d. Spurway, P. “Maximizing Non-Aeronautical Revenues: Making the Emotional Connection.” Journal of Airport Management, Volume 5, Number 2, January–March, 2011, pp. 102–107. Stone, R. “The Sound of Music.” Airport World, Volume 14, Issue 3, June–July, 2009, pp. 43–44. Sumers, B. “How Will LAX’s New Wi-Fi Stack Up Against Other Airports’?” The Los Angeles Times, http://www. latimes.com/travel/deals/la-trb-lax-comparison-airport-wi-fi-20150624-htmlstory.html, 2015. Tellijohn, A. “All Agree Employee Customers Are Valuable.” Airport Revenue News, Volume 5, Issue 55, April 2006, pp. 30–33. Tellijohn, A. “Healthful Food Gains Ground, but Traditional Fare Still Rules.” Airport Revenue News, Volume 4, Issue 47, July 2005, pp. 16–19. Travelers Aid International. Mission. http://www.travelersaid.org/mission.html. Trejos, N. “Airports Get Into the Fitness Craze for Stressed Travelers.” USA Today, February 12, 2012. Trejos, N. “Airport Lounges Get an Upgrade.” USA Today, April 10, 2012. Tsui, B. “The Next Generation Airport Is a Destination in Its Own Right.” www.citylab.com, August 26, 2014. U.S. Census Bureau. “Millennials Outnumber Baby Boomers and Are Far More Diverse, Census Bureau Reports,” June 2015. https://www.census.gov/newsroom/press-releases/2015/cb15-113.html. Vancouver Airport Authority. 2014 Annual Report. Vancouver Airport Authority. www.yvr.ca/-/media/yvr/ documents/annual-report/archivedreports/2014-annual-report.pdf?la=en. 2015. Ward, C. “Parking Amenities Spur Loyalty.” Airport Revenue News, Volume 5, Issue 59, August 2006, pp. 40–43. Ward, C. “Parking Strategies Technology and Amenities Drive Parking Satisfaction.” Airport Revenue News, Volume 5, Issue 61, October 2006, pp. 12–14. Wefi. “Wefi Reveals Top U.S. Locations for the Best Wi-Fi Connectivity During Summer Travel Season.” http:// www.marketwired.com/press-release/wefi-reveals-top-us-locations-best-wi-fi-connectivity-during-summer- travel-season-1930698.htm, 2014. Whiteley, R. “The Customer Driven Company.” The Forum Corporation, 1991. Wilson, B. “Everybody Wins.” Airport World, February–March, 2014, pp. 29–30. Wilson, N. “Measuring Customer Satisfaction: Airports Use ASQ Survey to Achieve Serial Success.” ACI-NA Centerlines, December 2010, pp. 20–23. Wyman, O. Guide to Airport Performance Measures, Airports Council International, 2012. Yu, R. “Airports Train Workers to Be Nicer to Fliers.” USA Today, December 13, 2009. YVR. About YVR. http://www.yvr.ca/en/about-yvr. Zaltman, G. How Customers Think, Harvard Business School Press, 2003. Collateral Material List Customer service improvement materials were provided by many of the airports interviewed for this project. These materials can be accessed through the URLs provided. The materials include: 1. Airport/Customer Service Organization Charts a. Hartsfield-Jackson Atlanta International Airport–OMT Org Chart Jan 2015 file https://www.dropbox.com/s/r3gz59w23hkrkji/ATL%20-%20OMT%20Org%20Chart%20Jan%202015%20 %5BRead-Only%5D.pdf?dl=0 b. Cincinnati/Northern Kentucky International Airport–Kenton County Airport Board Organization Chart Executive/Senior Management, KCAB Organization Chart file https://www.dropbox.com/s/8dx0pojcgkgz4rp/CVG%20-%20KCAB%20Organization%20Chart.pdf?dl=0 c. Tampa International Airport–Official TIA Organizational Chart file https://www.dropbox.com/s/zjcysmczed96qa7/TPA%20-%20Official_TIA_Organizational_Chart.pdf?dl=0

Bibliography and Collateral Material List 229 d. Tampa International Airport–Guest Services Department, Guest_Services_Org_Chart_Jan_2016 file https://www.dropbox.com/s/y6e7gt0o9w26cqq/TPA%20-%20Guest_Services_Org_Chart_Jan_2016. pdf?dl=0 2. Customer Service Plans a. Cincinnati/Northern Kentucky International Airport—Redefining CX to Complete in the Marketplace, CVG Redefining CX October2014 file https://www.dropbox.com/s/2qf0trrv1w185ry/CVG%20Redefining%20CX%20October2014.pdf?dl=0 b. Jacksonville International Airport–JAA Business Plan Customer Service 2012–2015, JAA Customer Ser- vice Business Plan file https://www.dropbox.com/s/2sqcitztgfl79z6/JAX%20-%20JAA%20Customer%20Service%20Business%20Plan. pdf?dl=0 c. Seattle International Airport–Mission-Strategies-Values, Port Strategies 10-14 https://www.dropbox.com/s/so23uph8vlbv1en/SEA%20-%20PortStrategies10-14.pdf?dl=0 3. Customer Service Standards a. Port Authority of New York and New Jersey—Customer Care Airport Standards Manual, Airport, 5th Edi- tion, CC Standards file https://www.dropbox.com/s/hob37jrrgvrr0qj/Port%20Authority%20New%20York%20New%20Jersey%20 Customer%20Care%20Airport%20Standards%20Manual.pdf?dl=0 b. Houston Airport System–Houston Friendly Standards, HAS Standards Brochure file https://www.dropbox.com/s/zxr3k89ocusfh40/HAS%20-%20Standards%20Brochure.pdf?dl=0 4. Customer Service Airport-wide Programs a. Hartsfield-Jackson Atlanta International Airport–OneATL Program, ACRP Info_June 2015 file https://www.dropbox.com/s/yrs4jers5qo1k5g/Hartsfield-Jackson%20ATL%20OneATL%20Program%2C%20 ACRP%20Info_June%202015%20file.pdf?dl=0 b. McCarran International Airport–McCarran At Your Service (MAYS) in collaboration with the airport community, MAYS Flyer v2 file https://www.dropbox.com/s/m9uz8fm53qe3tvf/LAS%20-%20McCarran%20At%20Your%20Service%20 %28MAYS%29%20in%20collaboration%20with%20the%20airport%20community%2C%20MAYS%20 flyer-v2.pdf?dl=0 c. Los Angeles International Airport–LAXceptional Xperience LAX Guest Experience Information Sheet, Guest Experience Information Sheet 9 8 15 file https://www.dropbox.com/s/kfc98eu3ta4z3xv/LAX%20-%20Guest%20Experience%20Information%20 Sheet%209%208%2015.pdf?dl=0 d. Los Angeles International Airport–LAXceptional Xperience How YOU Can Create An LAXceptional Xperience Guidelines, Guidelines file https://www.dropbox.com/s/qwp9080kccq182i/LAX%20-%20Guidelines.pdf?dl=0 e. Los Angeles International Airport–Airport Response Team (ART) Procedures Manual, ART Manual file https://www.dropbox.com/s/ys1mqnnojm4rher/LAX%20-%20ART%20manual.pdf?dl=0 5. Customer Service Training a. Charlotte-Douglas International Airport, CLT Customer Service Video file https://www.dropbox.com/s/2mgdw74kjcstoam/CLT_Customer-Service_Video.wmv?dl=0 b. Houston Airport System–Houston Friendly Customer Service Training Class, Houston Friendly Cus- tomer Service Training (Snapshot) file https://www.dropbox.com/s/7aiz30cugkntb2x/HAS%20-%20Customer%20Service%20Training%20 %28snapshot%29%20%5BRead-Only%5D.pdf?dl=0 c. Port Authority of New York and New Jersey–Port Authority Customer Care—Aviation’s Customer Care Training Program, EWR_ 60 min_12-15 file https://www.dropbox.com/s/gw13t0wghix4if0/EWR_60min_06-14%20with%20videos.ppt?dl=0 d. Port Authority of New York and New Jersey–Port Authority Customer Care Program–12 Most Frequently Asked Questions, EWR-JFK-LGA_12 Most Asked Questions file https://www.dropbox.com/s/tl5yn5ettfijevd/PANYNJ%20-%20LGA_12%20Most%20Asked%20Questions. pdf?dl=0

230 Improving the Airport Customer Experience 6. Customer Service Rewards and Recognition Programs a. Houston Airport System–Houston Friendly Rewards & Recognition Roundup, HAS-Rewards Program file https://www.dropbox.com/s/7r2gcawr89bziuv/HAS%20-%20REWARDS_PROGRAM.pdf?dl=0 7. Customer Satisfaction Survey Results Presentations a. Charlotte-Douglas International Airport, CLT On-Airport Customer Satisfaction Survey Results 2014 Year End Results, CLT 2014 Year End Report file https://www.dropbox.com/s/c4efsvu5o7nucjh/CLT%20-%202014%20Year%20End%20Report.pdf?dl=0 b. Tampa International Airport–Integrating ASQ into Airport Branding Research, ASQ 2014 Presentation Final file https://www.dropbox.com/s/i0tda6sqozx8qra/TPA%20-%20ASQ%202014%20Presentation %20FINAL.pdf?dl=0 8. Volunteer Programs a. Charlotte-Douglas International Airport–CLT Airport Volunteer Program Quick Reference Guide, 2015 Org–Final 2-2-15 file https://www.dropbox.com/s/3nk51h5vnzixi2a/CLT%20-%202015%20QRG%20-%20FINAL%202-2-15. pdf?dl=0 b. Los Angeles International Airport–Pets Unstressing Passengers (PUP) Handbook, pup Handbook file https://www.dropbox.com/s/pmipqtt8svsc8sn/LAX%20-%20pup%20handbook%202.pdf?dl=0 9. Customer Communications a. Gerald R. Ford International Airport—Airport Connections, Connections Spring 14 file https://www.dropbox.com/s/ztvwopfdenjwn8h/GRR%20-%20Connections%20Spring%2014%27.pdf?dl=0

Abbreviations and acronyms used without definitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACI–NA Airports Council International–North America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FAST Fixing America’s Surface Transportation Act (2015) FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005) TCRP Transit Cooperative Research Program TDC Transit Development Corporation TEA-21 Transportation Equity Act for the 21st Century (1998) TRB Transportation Research Board TSA Transportation Security Administration U.S.DOT United States Department of Transportation

TRA N SPO RTATIO N RESEA RCH BO A RD 500 Fifth Street, N W W ashington, D C 20001 A D D RESS SERV ICE REQ U ESTED ISBN 978-0-309-37558-0 9 7 8 0 3 0 9 3 7 5 5 8 0 9 0 0 0 0 N O N -PR O FIT O R G . U .S. PO STA G E PA ID C O LU M B IA , M D PER M IT N O . 88 Im proving the A irport Custom er Experience A CRP Report 157 TRB