National Academies Press: OpenBook
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2016. Guidelines for Improving Airport Services for International Customers. Washington, DC: The National Academies Press. doi: 10.17226/23683.
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Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

A I R P O R T C O O P E R A T I V E R E S E A R C H P R O G R A M ACRP RESEARCH REPORT 161 2016 Research sponsored by the Federal Aviation Administration Subscriber Categories Aviation • Passenger Transportation • Terminals and Facilities Guidelines for Improving Airport Services for International Customers Landrum & Brown, Inc. Cincinnati, OH

AIRPORT COOPERATIVE RESEARCH PROGRAM Airports are vital national resources. They serve a key role in trans- portation of people and goods and in regional, national, and interna- tional commerce. They are where the nation’s aviation system connects with other modes of transportation and where federal responsibility for managing and regulating air traffic operations intersects with the role of state and local governments that own and operate most airports. Research is necessary to solve common operating problems, to adapt appropriate new technologies from other industries, and to introduce innovations into the airport industry. The Airport Cooperative Research Program (ACRP) serves as one of the principal means by which the airport industry can develop innovative near-term solutions to meet demands placed on it. The need for ACRP was identified in TRB Special Report 272: Airport Research Needs: Cooperative Solutions in 2003, based on a study spon- sored by the Federal Aviation Administration (FAA). ACRP carries out applied research on problems that are shared by airport operating agen- cies and not being adequately addressed by existing federal research programs. ACRP is modeled after the successful National Cooperative Highway Research Program (NCHRP) and Transit Cooperative Research Program (TCRP). ACRP undertakes research and other technical activi- ties in various airport subject areas, including design, construction, legal, maintenance, operations, safety, policy, planning, human resources, and administration. ACRP provides a forum where airport operators can cooperatively address common operational problems. ACRP was authorized in December 2003 as part of the Vision 100— Century of Aviation Reauthorization Act. The primary participants in the ACRP are (1) an independent governing board, the ACRP Oversight Committee (AOC), appointed by the Secretary of the U.S. Department of Transportation with representation from airport operating agencies, other stakeholders, and relevant industry organizations such as the Airports Council International-North America (ACI-NA), the American Associa- tion of Airport Executives (AAAE), the National Association of State Aviation Officials (NASAO), Airlines for America (A4A), and the Airport Consultants Council (ACC) as vital links to the airport community; (2) TRB as program manager and secretariat for the governing board; and (3) the FAA as program sponsor. In October 2005, the FAA executed a contract with the National Academy of Sciences formally initiating the program. ACRP benefits from the cooperation and participation of airport professionals, air carriers, shippers, state and local government officials, equipment and service suppliers, other airport users, and research organi- zations. Each of these participants has different interests and responsibili- ties, and each is an integral part of this cooperative research effort. Research problem statements for ACRP are solicited periodically but may be submitted to TRB by anyone at any time. It is the responsibility of the AOC to formulate the research program by identifying the highest priority projects and defining funding levels and expected products. Once selected, each ACRP project is assigned to an expert panel appointed by TRB. Panels include experienced practitioners and research specialists; heavy emphasis is placed on including airport professionals, the intended users of the research products. The panels prepare project statements (requests for proposals), select contractors, and provide technical guidance and counsel throughout the life of the project. The process for developing research problem statements and selecting research agencies has been used by TRB in managing coop- erative research programs since 1962. As in other TRB activities, ACRP project panels serve voluntarily without compensation. Primary emphasis is placed on disseminating ACRP results to the intended users of the research: airport operating agencies, service pro- viders, and academic institutions. ACRP produces a series of research reports for use by airport operators, local agencies, the FAA, and other interested parties; industry associations may arrange for workshops, training aids, field visits, webinars, and other activities to ensure that results are implemented by airport industry practitioners. ACRP RESEARCH REPORT 161 Project 03-35 ISSN 1935-9802 ISBN 978-0-309-44590-0 Library of Congress Control Number 2016953051 © 2016 National Academy of Sciences. All rights reserved. COPYRIGHT INFORMATION Authors herein are responsible for the authenticity of their materials and for obtaining written permissions from publishers or persons who own the copyright to any previously published or copyrighted material used herein. Cooperative Research Programs (CRP) grants permission to reproduce material in this publication for classroom and not-for-profit purposes. Permission is given with the understanding that none of the material will be used to imply TRB, AASHTO, FAA, FHWA, FMCSA, FRA, FTA, Office of the Assistant Secretary for Research and Technology, PHMSA, or TDC endorsement of a particular product, method, or practice. It is expected that those reproducing the material in this document for educational and not-for-profit uses will give appropriate acknowledgment of the source of any reprinted or reproduced material. For other uses of the material, request permission from CRP. NOTICE The research report was reviewed by the technical panel and accepted for publication according to procedures established and overseen by the Transportation Research Board and approved by the National Academies of Sciences, Engineering, and Medicine. The opinions and conclusions expressed or implied in this report are those of the researchers who performed the research and are not necessarily those of the Transportation Research Board; the National Academies of Sciences, Engineering, and Medicine; or the program sponsors. The Transportation Research Board; the National Academies of Sciences, Engineering, and Medicine; and the sponsors of the Airport Cooperative Research Program do not endorse products or manufacturers. Trade or manufacturers’ names appear herein solely because they are considered essential to the object of the report. Cover art courtesy of Gresham, Smith and Partners. Published research reports of the AIRPORT COOPERATIVE RESEARCH PROGRAM are available from Transportation Research Board Business Office 500 Fifth Street, NW Washington, DC 20001 and can be ordered through the Internet by going to http://www.national-academies.org and then searching for TRB Printed in the United States of America

The National Academy of Sciences was established in 1863 by an Act of Congress, signed by President Lincoln, as a private, non- governmental institution to advise the nation on issues related to science and technology. Members are elected by their peers for outstanding contributions to research. Dr. Marcia McNutt is president. The National Academy of Engineering was established in 1964 under the charter of the National Academy of Sciences to bring the practices of engineering to advising the nation. Members are elected by their peers for extraordinary contributions to engineering. Dr. C. D. Mote, Jr., is president. The National Academy of Medicine (formerly the Institute of Medicine) was established in 1970 under the charter of the National Academy of Sciences to advise the nation on medical and health issues. Members are elected by their peers for distinguished contributions to medicine and health. Dr. Victor J. Dzau is president. The three Academies work together as the National Academies of Sciences, Engineering, and Medicine to provide independent, objective analysis and advice to the nation and conduct other activities to solve complex problems and inform public policy decisions. The Academies also encourage education and research, recognize outstanding contributions to knowledge, and increase public understanding in matters of science, engineering, and medicine. Learn more about the National Academies of Sciences, Engineering, and Medicine at www.national-academies.org. The Transportation Research Board is one of seven major programs of the National Academies of Sciences, Engineering, and Medicine. The mission of the Transportation Research Board is to increase the benefits that transportation contributes to society by providing leadership in transportation innovation and progress through research and information exchange, conducted within a setting that is objective, interdisciplinary, and multimodal. The Board’s varied committees, task forces, and panels annually engage about 7,000 engineers, scientists, and other transportation researchers and practitioners from the public and private sectors and academia, all of whom contribute their expertise in the public interest. The program is supported by state transportation departments, federal agencies including the component administrations of the U.S. Department of Transportation, and other organizations and individuals interested in the development of transportation. Learn more about the Transportation Research Board at www.TRB.org.

C O O P E R A T I V E R E S E A R C H P R O G R A M S AUTHOR ACKNOWLEDGMENTS The research upon which this report is based was performed under ACRP Project 03-35 by Landrum & Brown, Inc. Landrum & Brown was supported by Gresham, Smith and Partners (GS&P), Human Factors North, Arora Engineers, John Duval, AAE, and Matt Farrell. Andrew Kirchhoff was the principal investiga- tor. The other authors of this report are James Harding and David Park of GS&P, Thomas Smahel of Human Factors North and Edward Hart of Arora. The research team would like to thank the airports that participated in the study: Amsterdam Airport Schiphol, Amsterdam, Netherlands Beijing Capital International Airport, Beijing, China Boston Logan International Airport, Boston, Massachusetts Chicago O’Hare International Airport (Terminal 5), Chicago, Illinois Dallas/Fort Worth International Airport, Texas Hartsfield-Jackson Atlanta International Airport, Atlanta, Georgia Incheon International Airport, Seoul, South Korea JFKIAT (Terminal 4), John F. Kennedy International Airport, New York Los Angeles International Airport, Los Angeles, California Miami International Airport, Miami, Florida Munich Airport, Munich, Germany Port Everglades, Fort Lauderdale, Florida San Francisco International Airport, San Francisco, California CRP STAFF FOR ACRP RESEARCH REPORT 161 Christopher J. Hedges, Interim Director, Cooperative Research Programs Michael R. Salamone, ACRP Manager Theresia H. Schatz, Senior Program Officer Hana Vagnerova, Senior Program Assistant Eileen P. Delaney, Director of Publications Margaret B. Hagood, Editor ACRP PROJECT 03-35 PANEL Field of Policy and Planning Philip Mein, Corgan Associates, Inc., Dallas, TX (Chair) Monica Capelluto, Broward County Aviation Department, Dania Beach, FL Mary Grady, Los Angeles World Airports, Los Angeles, CA Job D. Kunkel, Continental Airlines (retired), Inc., Bound Brook, NJ David Z. Plavin, dzpConsult, Inc., New York, NY Kenneth P. Stevens, University of Westminster, Santa Fe, NM Lillian Miller, FAA Liaison Matt Cornelius, Airports Council International—North America Liaison Suzanne M. Shepherd, U.S. Customs and Border Protection Liaison Christine Gerencher, TRB Liaison

ACRP Research Report 161: Guidelines for Improving Airport Services for International Cus- tomers is a guidebook to assist airport practitioners in implementing departure and arrival processes, passenger services, and wayfinding techniques for international travelers navigat- ing through U.S. airports. The guidelines assist with improving overall communication with international travelers and identify acceptable service and levels of service expected by inter- national passengers. The report covers processing from origin through gateway airports to the ultimate destination. The guidelines include an identification of key elements of the interna- tional customer experience that can influence satisfaction in light of the customers’ diverse backgrounds. It defines acceptable service levels for each key element of each process that an international passenger experiences (i.e., wait times, walking distance, etc.). The guidelines also provide service metrics for passenger processing based upon internationally acceptable wait times to aid U.S. airports in coordinating staffing and delivery of services. The benefits of this report are an enhanced understanding of international customers and their needs, and strategies that airports and other stakeholders could employ to meet those needs. The international share of passengers traveling through U.S. airports continues to increase. New air service agreements, larger and longer-range aircraft, expanding global alliances, and growing middle-classes from emerging and developing nations are just some of the factors contributing to the increase. Much of the passenger growth is occurring from non-European nations that can present formidable cultural and language challenges to the arriving passen- gers and to the airports serving them. There are significant economic benefits to be generated from international air service that airports and local jurisdictions are working hard to achieve. Experience at U.S. airports has shown that many international travelers have difficulty moving around in unfamiliar envi- ronments. The United States has different processes for arriving and departing passengers than many other nations. Airport wayfinding, signage and symbols, and even levels and locations of automation vary among countries and among U.S. airports. Understanding and responding to processes is a major challenge for international passengers. For example, where and how to retrieve baggage and the need for rechecking may be significantly dif- ferent from other nations’ international gateways. This research identifies ways to make passage more comfortable and information more accessible. Under ACRP Project 03-35, research was conducted by Landrum & Brown in association with Gresham, Smith and Partners, Human Factors North, Arora Engineers, John Duval, A.A.E., and Matt Farrell. Data were collected from a variety of international airports in the United States that include Atlanta, New York JFK, Miami, Chicago ORD, San Francisco, Dallas DFW, Boston BOS, and Los Angeles. Overseas airports include Beijing, Incheon, F O R E W O R D By Theresia H. Schatz Staff Officer Transportation Research Board

Munich, Amsterdam, London LHR, and Toronto. As an alternate resource, a cruise termi- nal at Port Everglades, FL was also included. Observations focused on the physical environ- ment and stakeholder meetings that collected perspectives about the critical elements of delivering customer service to international passengers. The staff at these airports and cruise port provided a valuable contribution to this research effort.

1 Summary   Guidelines for Improving Airport Services  for International Customers 3 Chapter 1 Introduction 3 1.1 Background 3 1.2 Research Objective 4 1.3 Purpose of the Guidelines 4 1.4 How to Use the Guidelines 6 1.5 Research Approach 8 Chapter 2 The Customer Experience 8 2.1 Journey Segments 19 2.2 Factors Affecting the Customer Experience 51 Chapter 3 International Departing Passengers 51 3.1 Overview of the International Departing Passenger Journey Segment 53 3.2 Pre-Trip Planning 61 3.3 Arriving at the Terminal Departures Roadway 70 3.4 Terminal Roadway to Check-In 82 3.5 Check-In to Security Checkpoint 89 3.6 Security Checkpoint to Gate 101 Chapter 4 International Arriving Passengers 101 4.1 Overview of International Arriving Passenger Journey Segment 103 4.2 Pre-Trip Planning 104 4.3 Arrival Gate to Passport Control 127 4.4 Passport Control to CBP Exit Control 138 4.5 Arrivals Hall 149 4.6 Terminal Arrivals Roadway/Ground Transportation 153 4.7 Airport Egress Roadway 155 Chapter 5 Connecting Passengers 155 5.1 Overview of the Connecting Passenger Journey Segment 158 5.2 Airline Recheck to Security Checkpoint 163 5.3 Domestic Arrival to International Connecting Flight 170 Chapter 6 Precleared Arriving Passengers 170 6.1 Overview of the Precleared Arriving Passenger Journey Segment 171 6.2 Pre-Trip Planning 172 6.3 Precleared Arrival Gate to Connecting Flight 174 6.4 Precleared Arrival Gate to Domestic Baggage Claim 178 6.5 Domestic Baggage Claim to Arrivals Hall C O N T E N T S

180 Chapter 7 Gateway of the Future 180 7.1 Key Elements to Improving the Customer Experience 184 7.2 Enhancing Customer Service 190 7.3 Ideal Physical Environment 193 7.4 Effective Information Dissemination 200 7.5 Use of Emerging Technology 201 7.6 Opportunities to Develop New Innovative Processes, Technologies, and Strategies 203 References A-1 Appendix A  Common Sign Design Elements B-1 Appendix B   Primer on Planning, Deploying, Operating and  Maintaining a Digital Information Program

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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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