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From page 180... ... 180 C H A P T E R 7 The Gateway of the Future will enhance the customer experience by combining the most innovative approaches to the key elements of customer service, physical environment, and information dissemination. Customer service will be provided in a variety of ways and will be customized to meet the unique needs of the various types of passengers. Read the entire page →
From page 181... ... Gateway of the Future 181 Long-haul travel causes passengers to experience fatigue or other symptoms such as difficulty concentrating, memory loss, anxiety, and confusion. Jet lag makes it more difficult for passengers to concentrate and carry out the essential physical and mental tasks essential to finding their way within an airport (Waterhouse et al. Read the entire page →
From page 182... ... 182 Guidelines for Improving Airport Services for International Customers that an easy task is difficult to carry out. Navigating within an airport can be challeng - ing when there is a lack of signage, too much signage, ambiguous information on signs, multiple directions to reach the same destination, or when changes in level and direction are required. Read the entire page →
From page 183... ... Gateway of the Future 183 72 percent of all passengers, respectively. Achieving high levels of customer satisfaction in these areas requires close coordination among airport stakeholders and government agencies. Read the entire page →
From page 184... ... 184 Guidelines for Improving Airport Services for International Customers The effective communication of information extends well beyond FIDS and symbols. Many of the world's leading airports are delivering information through new, innovative digital solutions via websites and displays at the airport. Read the entire page →
From page 185... ... Gateway of the Future 185 Table 7-1. (Continued) Read the entire page →
From page 186... ... 186 Guidelines for Improving Airport Services for International Customers meetings (weekly or bi-weekly) are conducted with key stakeholders, such as terminal management, customer service managers, and CBP officials. Read the entire page →
From page 187... ... Gateway of the Future 187 Source: ACRP 03-35 Research Team Figure 7-3. Information counter in the passport control hall at Los Angeles International Airport Tom Bradley International Terminal. Read the entire page →
From page 188... ... 188 Guidelines for Improving Airport Services for International Customers The key benefits of this innovation include: • Customers can obtain information necessary to complete their entry documents. • Customers can obtain information in their native language about the arrivals process. Read the entire page →
From page 189... ... Gateway of the Future 189 The key benefit of this innovation includes: • Passengers and meeters and greeters receive the unexpected benefit of being able to print a customized welcome sign at the terminal. Welcome Center: Most airports provide an information counter near the center of the arrivals hall. Read the entire page →
From page 190... ... 190 Guidelines for Improving Airport Services for International Customers • Customer service representatives are able to assist more customers because a seating area is provided so customers can wait and self-service options are provided. Digital Passenger Advisory Signage: Digital passenger advisory signage, available at Boston Logan and Baltimore-Washington International airports, provides customers with real-time information about when to expect the next airport shuttle or public transportation vehicle (as shown in Figure 7-7) Read the entire page →
From page 191... ... Gateway of the Future 191 Ideally, the arrivals corridor and the CBP facilities (passport control, baggage claim, and exit control) would be on the same building level to facilitate passenger flow and CBP staffing efficiency. Read the entire page →
From page 192... ... 192 Guidelines for Improving Airport Services for International Customers Table 7-2. (Continued) Read the entire page →
From page 193... ... Gateway of the Future 193 Bags First CBP Facility Configuration: CBP facilities at Austin-Bergstrom International and Fort Lauderdale-Hollywood International Airport are configured to allow customers to claim their checked baggage first (bags first) and then complete the passport control and CBP exit control procedures at one location. Read the entire page →
From page 194... ... 194 Guidelines for Improving Airport Services for International Customers Static and dynamic signage will also continue to be important components of the customer's airport experience. Using the familiar symbols and terminology from airports across the world, U.S. Read the entire page →
From page 195... ... Table 7-3. (Continued) Read the entire page →
From page 196... ... 196 Guidelines for Improving Airport Services for International Customers information dissemination for international customers during each journey segment. Each is described in detail in the referenced chapter. Read the entire page →
From page 197... ... Gateway of the Future 197 FIDS with Alternate Content: FIDS are a key touch point in the passenger journey that creates a natural opportunity to communicate additional alternate content as means to enhance the customer experience. As shown in Figure 7-11, the FIDS at Heathrow Airport confirms flight status and provides check-in zone information to connect passengers with the large overhead zone designation signage guiding them to the correct ticket counter area. Read the entire page →
From page 198... ... 198 Guidelines for Improving Airport Services for International Customers Source: Boston Logan International Airport website (www.massport.com/logan-airport) Figure 7-12. Read the entire page →
From page 199... ... Gateway of the Future 199 Source: ACRP 03-35 Research Team Figure 7-14. Color-coded signage leading to passport control at Boston Logan International Airport. Read the entire page →
From page 200... ... 200 Guidelines for Improving Airport Services for International Customers The key benefits of this innovation include: • Help ease the negative reactions of travelers to airport delays by influencing their perceptions of the situation. • Allows customer service agents to focus on dealing with customers who need help rather than listening to those who just want to complain. Read the entire page →
From page 201... ... Gateway of the Future 201 user's position within an indoor location. A database is populated with the client smartphone's MAC address, the SSID of each WAP and the signal strength to output a location, with accuracy levels based on the quantity of readings taken in a set amount of time. Read the entire page →
From page 202... ... 202 Guidelines for Improving Airport Services for International Customers On-Demand Customer Service: Building on the proliferation of mobile apps and widespread use of mobile devices by passengers, airport operators could deliver personalized customer service, including one-on-one live interaction, via existing technologies and programs such as FaceTime or Skype. Similar to the InfoGate kiosks, customers would be able to contact a live customer service representative via their mobile device whenever they need assistance. Read the entire page →

From page 180...

... 180 C H A P T E R 7 The Gateway of the Future will enhance the customer experience by combining the most innovative approaches to the key elements of customer service, physical environment, and information dissemination. Customer service will be provided in a variety of ways and will be customized to meet the unique needs of the various types of passengers.