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From page 107... ... 107 This chapter is focused on the departing customer journey and presents and elaborates on recommendations/requirements listed in the Wayfinding Accessibility Audit Checklist presented in Appendix A of this guidebook (see below for a description of the Wayfinding Accessibility Audit Checklist) Read the entire page →
From page 108... ... 108 enhancing airport Wayfinding for aging travelers and persons with Disabilities Source: ACRP Project 07-13 Research Team D-AP.01 Figure 5-1. Chapter 5 matrix and example of a recommendation/requirement label. Read the entire page →
From page 109... ... Departing Customer Journey 109 Source: ACRP Project 07-13 Research Team Figure 5-3. Example of recommendation/requirement labels embedded in a virtual airport model and recommendation/ requirement text. Read the entire page →
From page 110... ... 110 enhancing airport Wayfinding for aging travelers and persons with Disabilities "it makes them very anxious if they are left waiting without knowing how long they will be waiting, or if they feel that they've been forgotten." Whether it is the airport or airline's responsibility at a given point in the departing customer experience, working together to deliver the proper level of communication throughout the journey of these customers is what's truly important. 5.1 Departures Arrival Points (AP) Read the entire page →
From page 111... ... Departing Customer Journey 111 D-AP.01 Accessible drop-off points for people with disabilities have been designated by the airport, appear on web, mobile, and terminal maps and directories, and are appropriately signed for easy viewing from roadways. Accessible passenger loading zones are required to comply with scoping and design per the 2010 Americans with Disabilities Act Accessibility Standards (ADAAS) Read the entire page →
From page 112... ... 112 enhancing airport Wayfinding for aging travelers and persons with Disabilities D-AP.05 Pedestrian crossings have higher illumination levels and/or different colors. D-AP.06 Detectable warnings are in place at curb ramps and marked crosswalks. Read the entire page →
From page 113... ... Departing Customer Journey 113 Entrances into the terminal are important touch points in the customer wayfinding journey. Some large-hub airports have multiple terminals, most large- and medium-hub airports have split-level curbsides, and almost every airport has more than one entrance. Read the entire page →
From page 114... ... 114 enhancing airport Wayfinding for aging travelers and persons with Disabilities Per the ADA Standards Section 703.4.2 Location: Where a tactile sign is provided at double doors with one active leaf, the sign shall be located on the inactive leaf. Where a tactile sign is provided at double doors with two active leafs, the sign shall be located to the right of the right hand door. Read the entire page →
From page 115... ... Departing Customer Journey 115 D-AP.16 A seating area, with some seats assigned for disability priority, is available for passengers waiting for assistance. (See Figure 5-9.) Read the entire page →
From page 116... ... 116 enhancing airport Wayfinding for aging travelers and persons with Disabilities D-AP.22 Where there is more than one terminal connected to the arrival point, an airline directory (static or dynamic signage) is hung at eye level and has large fonts, good contrast, and no glare. Read the entire page →
From page 117... ... Departing Customer Journey 117 D-AP.27 Elevators meet ADA Standards for signage, controls, visible and audible indicators, two-way communication systems, etc. Announcement of floor is preferable to beeping sound. Read the entire page →
From page 118... ... 118 enhancing airport Wayfinding for aging travelers and persons with Disabilities D-AP.31 Detectable floor surface changes (color, texture) are in place at approaches to escalators, moving walkways, and stairs. Read the entire page →
From page 119... ... Departing Customer Journey 119 5.2.1 All Parking Advances in technology have greatly improved virtual communication in terms of helping aging travelers and persons with disabilities find accessible parking spaces as well as their car upon return. Early smart garage systems used a bi-color red/green light over each space to indicate full or open spaces. Read the entire page →
From page 120... ... 120 enhancing airport Wayfinding for aging travelers and persons with Disabilities Smart garage systems also offer smartphone applications that can be used to help locate accessible parking. Using the smartphone application or mobile application programming interface (API) Read the entire page →
From page 121... ... Departing Customer Journey 121 Source: ACRP Project 07-13 Research Team Figure 5-18. Smart garage parking system kiosk to help find car at Fort LauderdaleHollywood International Airport. Read the entire page →
From page 122... ... 122 enhancing airport Wayfinding for aging travelers and persons with Disabilities D-PK.07 All accessible parking locations are identified in the airport access database, on maps and the mobile application, if any. Note: a review of major U.S. Read the entire page →
From page 123... ... Departing Customer Journey 123 D-RC.02 Directional signs are in place from the rental car drop-off area to the closest terminal entrance. D-RC.03 Facility entrances, paths of travel, counters, and other features meet ADA Standards. Read the entire page →
From page 124... ... 124 enhancing airport Wayfinding for aging travelers and persons with Disabilities The information desk should be located within a direct line of sight from the terminal entrance and be close to the entrance for customers who need to request assistance. Information desks should also be equipped with means to communicate with customers who are blind, have low vision, or are deaf or hard of hearing, as shown in the photo at right in Figure 5-20. Read the entire page →
From page 125... ... Departing Customer Journey 125 Source: InfoGate Figure 5-21. Directories that provide real-time access via live customer service agents at Munich Airport. Read the entire page →
From page 126... ... 126 enhancing airport Wayfinding for aging travelers and persons with Disabilities and approach passengers who may need assistance. The iPads provide access to real-time airport data that include flight information, ground transportation services, taxi queues, etc. Read the entire page →
From page 127... ... Departing Customer Journey 127 D-LA.08 FIDS are located at frequent intervals, approximately every 400 feet. D-LA.09 Visual paging is built into TV monitors. Read the entire page →
From page 128... ... 128 enhancing airport Wayfinding for aging travelers and persons with Disabilities won't receive help. Customers cannot be identified simply on sight, and some customers are offended when proactively offered assistance, so self-identification is important. Read the entire page →
From page 129... ... Departing Customer Journey 129 and open up the classes to anyone working at the airport, not just airport staff. Autism-related tips should be included in the awareness training. Read the entire page →
From page 130... ... 130 enhancing airport Wayfinding for aging travelers and persons with Disabilities D-TK.05 If installed after 12/12/2016, check-in kiosks meet new accessibility standards under 14 CFR Part 382, and fully accessible kiosks are identified with a wheelchair symbol. While a ticketing/check-in kiosk may not be the first thought that comes to mind when thinking about wayfinding, it is an important touch point that can provide valuable information to any customer such as confirming a gate number (gate assignments do change) Read the entire page →
From page 131... ... Departing Customer Journey 131 Source: ACRP Project 07-13 Research Team Figure 5-29. Accessible check-in kiosks at San Francisco International Airport. Read the entire page →
From page 132... ... 132 enhancing airport Wayfinding for aging travelers and persons with Disabilities D-TK.11 A seating area is available for passengers who need to wait for assistance from the airline/service company and designated as priority seating. Read the entire page →
From page 133... ... Departing Customer Journey 133 D-TK.20 FIDS information is available via a mobile application or verbally via a dedicated telephone number. 5.6 Security Checkpoint (SC) Read the entire page →
From page 134... ... 134 enhancing airport Wayfinding for aging travelers and persons with Disabilities • TSA Cares -- A toll-free help line through which travelers with disabilities and medical conditions can arrange for additional assistance during the security screening process, including being met curbside, if necessary. • Passenger Support Specialists (PSSs) Read the entire page →
From page 135... ... Departing Customer Journey 135 Some airports have developed programs for persons with specific disabilities like autism. Vancouver International Airport (YVR) Read the entire page →
From page 136... ... 136 enhancing airport Wayfinding for aging travelers and persons with Disabilities Source: Dublin Airport Figure 5-37. Important Flyer wristband and lanyard used at Dublin Airport. Read the entire page →
From page 137... ... Departing Customer Journey 137 illustrate the divesting process as customers move through the queue (see Figure 5-40) Read the entire page →
From page 138... ... 138 enhancing airport Wayfinding for aging travelers and persons with Disabilities D-SC.03 On request, TSA employees reconnect the passenger with their belongings on the belt, or collect the passenger's belongings from the belt, to ensure they are not lost or stolen during the screening process. Service company employees can also assist. Read the entire page →
From page 139... ... Departing Customer Journey 139 D-SC.08 FIDSs are located at security exit points. Locating static directional signs adjacent (D-SC.06) Read the entire page →
From page 140... ... 140 enhancing airport Wayfinding for aging travelers and persons with Disabilities evident. By comparison, in Figure 5-43, at right, escalators at the Zurich Airport provide simple, clear, and bold visual graphics that support intuitive wayfinding in ways that can help customers with cognitive disabilities. Read the entire page →
From page 141... ... Departing Customer Journey 141 The following guidelines can help airports improve wayfinding at vertical transitions for older adults and people with disabilities: • Locating elevators and lifts in the same area as stairs and escalators makes a big difference (see D-AP.26 and D-TK.13) Read the entire page →
From page 142... ... 142 enhancing airport Wayfinding for aging travelers and persons with Disabilities Interactive directory maps at the Changi Airport in Singapore, as shown in Figure 5-45, use both estimated distance and time to inform their customers about what to expect moving forward, which helps them decide whether they need to request assistance or travel independently. D-GA.02 Directional and identification signs have fonts that are easily read, with good contrast, and are non-glare and allow close approach wherever possible. Read the entire page →
From page 143... ... Departing Customer Journey 143 Source: ACRP Project 07-13 Research Team Figure 5-46. Directional signs at Philadelphia International Airport with high-contrast, easy-toread fonts and consistent use of pictograms. Read the entire page →
From page 144... ... 144 enhancing airport Wayfinding for aging travelers and persons with Disabilities Incremental increases in font size can have a significant impact on legibility of interior directional signs. Based on the Snellen visual acuity chart, the viewing distance for a person with 20/40 vision increases approximately 30 feet for every 1-inch increase in letter height (see Chapter 3, Sections 3.2.1.5 and 3.2.1.6) Read the entire page →
From page 145... ... Departing Customer Journey 145 Source: Vancouver International Airport Figure 5-49. FIDS mounted at eye level at Vancouver Airport. Read the entire page →
From page 146... ... 146 enhancing airport Wayfinding for aging travelers and persons with Disabilities D-GA.10 The paging system allows passengers to request audible or visual page by phone, text, or email. Some airports, like Minneapolis-St. Read the entire page →
From page 147... ... Departing Customer Journey 147 Source: Minneapolis-St. Paul International Airport Figure 5-52. Read the entire page →
From page 148... ... 148 enhancing airport Wayfinding for aging travelers and persons with Disabilities This is helpful for customers who are blind or have low vision. Floor textures in airports that provide a navigable edge will typically use a hard surface next to a soft surface, e.g., a terrazzo concourse for high-traffic areas next to a carpeted area for seating, as shown in Figure 5-54. Read the entire page →
From page 149... ... Departing Customer Journey 149 D-GA.19 Corridors and hallways are evenly illuminated with gradual transitions from dark to bright spaces, especially those that have high levels of natural light. D-GA.20 Accessible routes coincide with, or are located in, the same area as general circulation paths. Read the entire page →
From page 150... ... 150 enhancing airport Wayfinding for aging travelers and persons with Disabilities knowledge allows them to choose whether to request assistance or proceed to their gate independently. D-GA.31 Station and other announcements on the tram or monorail are both visual and audible. Read the entire page →
From page 151... ... Departing Customer Journey 151 49 CFR Part 27.71 requires SARAs airside with limited exceptions (see Figure 5-58) Read the entire page →
From page 152... ... 152 enhancing airport Wayfinding for aging travelers and persons with Disabilities D-GA.39 Restaurant menus are in large print, Braille, or posted in an accessible format online. D-GA.40 For electronic menus, e.g., on an iPad, accessibility features such as VoiceOver are enabled, and the device allows close approach for easy viewing. Read the entire page →
From page 153... ... Departing Customer Journey 153 D-GA.52 Passengers with sensory disabilities who self-identify are provided prompt access to information given to other passengers, personally by the gate agent if no other means is employed, e.g., GIDS, text message, PA system, etc. There is a requirement in Part 382 that people who want services from airlines must "selfidentify" in order to be accommodated: §382.53 What information must carriers give individuals with a vision or hearing impairment at airports? Read the entire page →
From page 154... ... 154 enhancing airport Wayfinding for aging travelers and persons with Disabilities Source: ACRP Project 07-13 Research Team Figure 5-60. Recharging stations built into accessible seating at Boston Logan International Airport. Read the entire page →
From page 155... ... Departing Customer Journey 155 D-GA.58 Boarding bridge slopes are as gentle as possible, with handrails at transitions and minimal gap/step into plane. D-GA.59 Passenger wheelchairs may be used until the door of the plane then gatechecked for stowage as cargo, or manual chairs or walkers may be stowed in the cabin on a first-come, first serve basis. Read the entire page →

From page 107...

... 107 This chapter is focused on the departing customer journey and presents and elaborates on recommendations/requirements listed in the Wayfinding Accessibility Audit Checklist presented in Appendix A of this guidebook (see below for a description of the Wayfinding Accessibility Audit Checklist)