Guidelines for Improving Airport Services for International Customers (2016) / Chapter Skim
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Pages 101-154
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101 C H A P T E R 4 Improving the passenger experience for international arriving passengers has become a major focus of many U.S. airports.
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102 Guidelines for Improving Airport Services for International Customers In the survey, arriving passengers were asked to rate the relative importance of 15 airport features. As illustrated in Figure 4-2, the most important airport features identified were short lines at security (85 percent)
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International Arriving Passengers 103 poor (19 percent)
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104 Guidelines for Improving Airport Services for International Customers may come with it emerges, the customer (more now than ever) is accustomed to turn to their computer for the information needed to set them at ease, especially when arriving at an unfamiliar airport.
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International Arriving Passengers 105 passengers were much more likely to say that short walking distances were very important (62 percent) as compared to departing passengers (39 percent)
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106 Guidelines for Improving Airport Services for International Customers wheelchair service providers, and receiving directional information at key points along the way and interaction with CBP officers during primary inspection. Customer services also are provided in the form of passport control processing options, including trusted traveler programs and fast connect lanes.
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International Arriving Passengers 107 Two of the U.S. airports that were visited, Los Angeles International (Tom Bradley International Terminal)
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108 Guidelines for Improving Airport Services for International Customers time at Seoul Incheon International Airport, widely recognized as one of the world's best airports, is 40 minutes for 95 percent of arriving passengers. The average immigration wait time at Seoul Incheon is 11 minutes.
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International Arriving Passengers 109 intimidated by the very appearance of the CBP officers or by the fact that they are being questioned about their travel. The attitude of CBP officers during the primary inspection has a significant influence on the customer experience.
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110 Guidelines for Improving Airport Services for International Customers Information Counter in the Passport Control Hall: The information counter consists of the customer service staff, the counter itself, and the information technology components necessary to provide the desired information, such as a computer with Internet connection. It may require additional customer service staff but should otherwise be relatively easy to implement.
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International Arriving Passengers 111 Table 4-3. Implementation considerations for an information counter in the passport control hall.
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112 Guidelines for Improving Airport Services for International Customers Table 4-4. Implementation considerations for CBP one-stop processing.
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International Arriving Passengers 113 to distract passengers while they wait. The passport control hall at Dallas/Fort Worth International Airport's Terminal D (see Figure 4-10)
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114 Guidelines for Improving Airport Services for International Customers Restrooms: Restrooms are an important component of the arrival gate to passport control journey. ACRP Report 130: Guidebook for Airport Terminal Restroom Planning and Design provides guidance on the design of restrooms in airport terminals.
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International Arriving Passengers 115 passengers to the next step. A change in the building level located after baggage claim is undesirable because many customers will use baggage carts to transport checked baggage.
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116 Guidelines for Improving Airport Services for International Customers Table 4-5. Implementation considerations for bags first CBP processing.
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International Arriving Passengers 117 For airports with more than one terminal, listing the terminal name is useful, especially for connecting passengers. Signage for terminals with more than one concourse should include the concourse name to orient the customer.
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118 Guidelines for Improving Airport Services for International Customers Directional signs should be placed at all decision points, which may include the gate area, where customers can turn left or right after exiting the loading bridge. Signs should be repeated on long corridors where the destination is not yet in sight, even if no alternate routes can be taken.
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International Arriving Passengers 119 Source: ACRP 03-35 Research Team Figure 4-15. Multilingual signage in the arrivals corridor at Boston Logan International Airport.
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120 Guidelines for Improving Airport Services for International Customers color-coded signage orients passengers with their specific processing requirements and the matching signage color is clearly displayed in the passport control hall to help guide passengers into the appropriate queue. Passport Control Hall Signage: When planning a signage program for a CBP area, airport planners and/or wayfinding consultants must reference the CBP ATDS.
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International Arriving Passengers 121 expect at the first major stop in this journey segment. Figure 4-18 shows a comparison of symbols used at U.S.
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122 Guidelines for Improving Airport Services for International Customers Figure 4-19 is a proactive effort by Atlanta International Airport to create a sensible symbol to fill the void created by this new technology by including the phone/tablet in the symbol. The third and fourth symbols in Figure 4-19 show a similar issue for APC.
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International Arriving Passengers 123 Identification Signs: Identification signs should provide information at a desired location, including operational areas and specific rooms. Among the many requirements for identification signs, the ATDS dictates that CBP branding with the department seal be located at the CBP entrance, and a "Welcome to the United States" sign be located at the entrance to the passport control hall.
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124 Guidelines for Improving Airport Services for International Customers appropriate queue based on the status indicated on the receipt: No "X" or an "X" (see Figure 4-25)
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International Arriving Passengers 125 displays rotating images of local and regional sights in Atlanta and the state of Georgia (see Figure 4-27)
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126 Guidelines for Improving Airport Services for International Customers Step 3 is the Life Cycle: content can have a shelf life so it is important to plan how and when visual content like a "welcome wall" will be updated. Table 4-6 provides a summary of the implementation considerations for a welcome wall feature.
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International Arriving Passengers 127 One type of video wall was dedicated to entertaining passengers in the queue line while the other gave instruction on the appropriate queue lines in the passport control hall and kept the passengers moving through the lines. When dealing with a large number of displays working as one, the software and hardware need to be configured properly to provide the level of quality expected.
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128 Guidelines for Improving Airport Services for International Customers Table 4-8. Implementation considerations for video walls in the passport control hall.
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International Arriving Passengers 129 4.4.1 Key Activities The passport control to CBP exit control journey includes the following activities: • Proceed from passport control to baggage claim hall • Determine which baggage claim carousel is assigned to their flight • Locate claim device • Claim checked baggage • Proceed to CBP exit control • Queuing and CBP exit control interview • Exit CBP area 4.4.2 Customer Needs and Expectations Many passengers experience anxiety while waiting for the baggage to arrive at baggage claim, in particular those in the process of transferring to a connecting flight. Research conducted for ACRP Report 55 has shown that the longer the wait times, the greater the dissatisfaction experienced by airport passengers.
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130 Guidelines for Improving Airport Services for International Customers Elimination of Baggage Claim and Recheck for Connecting Passengers: As indicated in Chapter 2, the elimination of baggage claim and recheck for international-to-international connecting passengers has been implemented in a few U.S. airports.
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International Arriving Passengers 131 where passengers with nothing to declare proceed through the exit without an interview and those who do have something to declare may be subject to an interview and search. Random interviews are conducted for passengers identifying that they have nothing to declare.
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132 Guidelines for Improving Airport Services for International Customers Restrooms: The baggage claim hall should include restrooms for customers who may have to wait for checked baggage or may have bypassed the restrooms in the arrivals corridor or passport control hall. The restrooms will likely be located on the perimeter of the baggage claim hall and should be positioned so customers do not have to walk the entire length of the hall to reach them.
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International Arriving Passengers 133 process where the CBP exit control interview would not be necessary for customers with nothing to declare. Airports in the process of planning and designing new or significantly renovated international arrivals facilities should contact their CBP port director to determine the best approach for conducting the exit control process because it will affect the spatial requirements for that process.
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134 Guidelines for Improving Airport Services for International Customers Directional Signage: The majority of bag claim areas within CBP do not have a direct line of sight to the outside, making the task of orienting oneself non-intuitive. Therefore, passengers must rely on the signage to find their way out of the bag claim area.
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International Arriving Passengers 135 Some of the airports visited, like Amsterdam Airport Schiphol, provide additional remarks that indicate when the baggage is expected to arrive at the device or if all the bags have been delivered (see Figure 4-34)
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136 Guidelines for Improving Airport Services for International Customers passengers just prior to exiting the CBP facility should express appreciation for their cooperation. Content will be provided by CBP.
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International Arriving Passengers 137 Implementation Considerations BIDS with Alternate Content: It is not difficult to implement this technology using a mature content management solution; however, careful thought and planning should go into the content displayed. It should be constantly monitored to ensure the customer is receiving correct, updated information.
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138 Guidelines for Improving Airport Services for International Customers order to give an indication of when or where they should occur in the customer experience for this journey segment. 4.5 Arrivals Hall The arrivals hall is the point at which passengers enter the non-secure area of the terminal and officially arrive at their destination.
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International Arriving Passengers 139 a long-haul flight who do not read English could potentially experience a language barrier and culture shock in addition to travel fatigue, jet lag, and information overload. Some arriving passengers will be looking for a person or group waiting to meet and greet them at the arrivals hall.
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140 Guidelines for Improving Airport Services for International Customers estimate of the number of meeters and greeters per passenger.
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International Arriving Passengers 141 immediately after the exit from the CBP area and provides ample area for passengers to interact directly with airport staff. The JFK Welcome Center greets arriving passengers as they pass through CBP exit control.
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142 Guidelines for Improving Airport Services for International Customers find certain items near where they are staying; and employees working in the terminal may prefer to pick up certain items rather than make an extra stop on the way home. Baggage Delivery Services: Arriving passengers may desire to have their baggage forwarded to their home or hotel rather than handle it themselves.
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International Arriving Passengers 143 Table 4-11. Implementation considerations for welcome sign kiosks.
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144 Guidelines for Improving Airport Services for International Customers connection to the non-secure areas of the terminal and the outside. Regional artwork or large displays that showcase the surrounding region should be considered to give customers a distinct sense of place.
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International Arriving Passengers 145 Arrivals Hall Configuration: The layout and size of the arrivals hall should facilitate the flow of customers and meeters and greeters. The primary circulation path should be separate from the meeter/greeter area to minimize congestion.
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146 Guidelines for Improving Airport Services for International Customers from different flights need to meet one another before the connecting flight. Can they meet on the secure side (post-security)
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International Arriving Passengers 147 services on one roadway level while others have them on both roadways; this can create basic wayfinding questions such as: do all passengers access all GT services using the same or different routes? For example, at Dallas/Fort Worth International Airport, all customers exit in the same direction to the lower level roadway GT services operation, allowing DFW to use one umbrella term of ground transportation to guide passengers to the vestibule leading to all the GT services.
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148 Guidelines for Improving Airport Services for International Customers or to mass transit train service. When separated between airside and landside this is typically not an issue, but when access to more than one type of train is provided on the landside it can be challenging to distinguish between the different train services.
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International Arriving Passengers 149 give an indication of when or where they should occur in the customer experience for this journey segment. 4.6 Terminal Arrivals Roadway/Ground Transportation The terminal arrivals roadway or ground transportation services often provide the last impression of the customer's arrival experience.
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150 Guidelines for Improving Airport Services for International Customers • Commercial ground transportation • Public ground transportation 4.6.2 Customer Needs and Expectations Depending on the size of the airport, the curbside area just outside the terminal building can be a busy area with a multitude of services occupying specific locations along the length of the terminal building and sometimes spanning several islands. For unfamiliar passengers who may be jet lagged or fatigued, it can be challenging to find the locations for passenger pick-up, taxi stand, limo stand, airport shuttles, public transportation, and other shuttles.
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International Arriving Passengers 151 service training and be provided with access to information since many customers need additional details about their ground transportation arrangements or have questions about their destination. Ground Transportation Service Providers: The airport customer service training program should include the ground transportation service providers authorized to serve the airport.
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152 Guidelines for Improving Airport Services for International Customers After procuring the initial license for the software, the annual ongoing costs will include contracts to maintain the GPS and cellular connections and specialized product maintenance, i.e., software and route updates. Table 4-13 provides a summary of implementation considerations for passenger advisory signage.
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International Arriving Passengers 153 Grade-separated pedestrian crossings should be provided to the terminal parking areas. This increases the capacity of the terminal arrivals roadway by reducing pedestrian crossing and improves the customer experience.
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154 Guidelines for Improving Airport Services for International Customers 4.7.1 Customer Needs and Expectations Drivers leaving the airport bring with them all of their experiences and expectations about roadway design and traffic control. Passengers leaving the parking garage may be familiar with the roadway network or they may be driving a rental car with no prior experience driving in the area.
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