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From page 156... ... 156 This chapter is focused on the arriving 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 157... ... arriving Customer Journey 157 Source: ACRP Project 07-13 Research Team Figure 6-2. Excerpt from Wayfinding Accessibility Audit Checklist, Chapter 6. Read the entire page →
From page 158... ... 158 enhancing airport Wayfinding for aging travelers and persons with Disabilities Source: ACRP Project 07-13 Research Team Figure 6-3. Example of recommendation/requirement labels embedded in a virtual airport model and recommendation/requirement text. Read the entire page →
From page 159... ... arriving Customer Journey 159 the research, the wait time was so long in several cases that the customers' luggage was removed from the baggage claim carousel and stored in lost luggage. Passengers typically fly with certain expectations, and there are consequences when these expectations are violated. Read the entire page →
From page 160... ... 160 enhancing airport Wayfinding for aging travelers and persons with Disabilities A-AS.06 In case of ad hoc request(s) , airline or service agent calls for additional personnel to provide assistance. Read the entire page →
From page 161... ... arriving Customer Journey 161 Examples of signage from the Munich Airport shown in Figure 6-6 include clear directions to the terminal exit and baggage claim, large pictograms for the restrooms, and directions to the airline services center for customers needing assistance. A-GA.03 At major decision points, multisensory destination/directional information is provided via map, directory, kiosk, or information desk. Read the entire page →
From page 162... ... 162 enhancing airport Wayfinding for aging travelers and persons with Disabilities A-GA.06 Identification signs are visual and tactile, i.e., have raised characters and Braille and are correctly positioned. A-GA.07 FIDSs are located at frequent intervals along concourses (for passengers who need to check on other arriving flights) Read the entire page →
From page 163... ... arriving Customer Journey 163 A-GA.12 Courtesy phones are located at regular intervals along concourse including major decision points and identified by visual and tactile signage. A-GA.13 Differences in floor texture and color help provide an "edge" for wayfinding and distinguish the concourse walkway from holding areas. Read the entire page →
From page 164... ... 164 enhancing airport Wayfinding for aging travelers and persons with Disabilities A-GA.18 Where elevators are not near or in sight of stairs and escalators, directional signage is provided. A-GA.19 Elevators meet ADA Standards for signage, controls, visible and audible indicators, two-way communication systems, etc. Read the entire page →
From page 165... ... arriving Customer Journey 165 A-GA.27 Effective directional signage is in place, especially where a level change is involved. 6.2.2 Gate Area -- Points of Interest A-GA.28 On long concourses, maps with points-of-interest directories are placed at regular intervals. Read the entire page →
From page 166... ... 166 enhancing airport Wayfinding for aging travelers and persons with Disabilities multiple ways, e.g., at transitions into the baggage claim area, on the headers of directories and BIDSs, at key touch points like the baggage claim device and information desks, and at egress points. This allows customers to let others know their location as well as plan where they are going next. Read the entire page →
From page 167... ... arriving Customer Journey 167 A-BC.05 Baggage claim information is sent by text message, or passenger can check carousel location via mobile application after arrival. A-BC.06 Number of each carousel is prominently displayed and clear lines of sight allow easy viewing on entry to baggage claim. Read the entire page →
From page 168... ... 168 enhancing airport Wayfinding for aging travelers and persons with Disabilities Source: ACRP Project 07-13 Research Team Figure 6-13. Flat carousel at Tampa International Airport. Read the entire page →
From page 169... ... arriving Customer Journey 169 As noted previously in this chapter, it can take longer for a person with disabilities to deplane and arrive in the baggage claim area, and sometimes this results in their luggage being pulled and stored in lost luggage. (See Figure 6-15.) Read the entire page →
From page 170... ... 170 enhancing airport Wayfinding for aging travelers and persons with Disabilities Virtual information can go beyond just communicating where to claim luggage and educate customers waiting for their bags on what to expect next, such as options for ground transportation, information on the next bus, location of SARAs (see Figure 6-16) , or what to do if there are problems getting luggage (see Figure 6-17) Read the entire page →
From page 171... ... arriving Customer Journey 171 Source: ACRP Project 07-13 Research Team Figure 6-18. Directional signage leading from baggage claim area to points of interest. Read the entire page →
From page 172... ... 172 enhancing airport Wayfinding for aging travelers and persons with Disabilities A-LA.04 Staff have disability awareness training and computer access to airport access database. A-LA.05 Staff is fluent in English and other local languages and has access to interpreters for many languages through means such as the AT&T language line. Read the entire page →
From page 173... ... arriving Customer Journey 173 A-LA.17 Where elevators are not near or in sight of stairs and escalators, directional signage is provided. A-LA.18 Primary exit doors have clear identification of terminal and level and have a unique door number. Read the entire page →
From page 174... ... 174 enhancing airport Wayfinding for aging travelers and persons with Disabilities Source: ACRP Project 07-13 Research Team Figure 6-22. Model view of the arrival journey segment for ground transportation. Read the entire page →
From page 175... ... arriving Customer Journey 175 noted previously, it is important to communicate anticipated wait times to aging travelers and persons with disabilities. Lighting is also an important feature for safety and wayfinding. Read the entire page →
From page 176... ... 176 enhancing airport Wayfinding for aging travelers and persons with Disabilities Source: ACRP Project 07-13 Research Team Figure 6-24. Interactive directory with wayfinding to SARAs at Detroit Metropolitan Airport. Read the entire page →
From page 177... ... arriving Customer Journey 177 A-GT.14 Where specific hotels, parking lots, or rental car companies are assigned a particular pick-up point (rather than all hotels at one point, all rental cars at another, etc.) , a directory is provided inside the terminal and at each location (e.g., Marriott, Hilton -- Stop A; Embassy Suites, Sheraton -- Stop B) Read the entire page →
From page 178... ... 178 enhancing airport Wayfinding for aging travelers and persons with Disabilities 6.5.2 Ground Transportation -- Other A-GT.22 Remote ground transport pick-up locations are identified on airport maps and on website and mobile application. A-GT.23 Wheelchair and escort assistance (including help with luggage) Read the entire page →
From page 179... ... arriving Customer Journey 179 A-GT.32 Identification signs are visual and tactile, i.e., have raised characters and Braille, and are correctly positioned. A-GT.33 Corridors and hallways are evenly illuminated with gradual transitions from dark to bright spaces, especially those that have high levels of natural light. Read the entire page →
From page 180... ... 180 enhancing airport Wayfinding for aging travelers and persons with Disabilities A-GT.47 Fare machines meet ADA accessibility standards, or cash fares can be paid to the driver. 6.6 Rental Car (RC) Read the entire page →
From page 181... ... arriving Customer Journey 181 6.7.1 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 182... ... 182 enhancing airport Wayfinding for aging travelers and persons with Disabilities A-PK.10 Drive-through fare machines are accessible to persons with limited use of arms/hands or a staffed booth is available. 6.7.2 Parking -- Remote A-PK.11 Accessible parking spaces are on the shortest possible accessible route to shuttle bus stops, automated people mover station, or other accessible means of transportation linking parking lots to airport terminals. Read the entire page →
From page 183... ... arriving Customer Journey 183 6.8 International Flights (IN) 6.8.1 Immigration A-IN.01 Single route leads from arrival gate to immigration. Read the entire page →
From page 184... ... 184 enhancing airport Wayfinding for aging travelers and persons with Disabilities A-IN.15 There are dedicated lanes for employees and people with disabilities, or staff direct people with disabilities and those who self-identify as such to front of line. A-IN.16 Where available, signs indicate lanes for employees and people with disabilities. Read the entire page →
From page 185... ... arriving Customer Journey 185 A-IN.18 Staff are on hand to assist people with disabilities and others unfamiliar with the passport kiosks. A-IN.19 Mobile Passport Application enables U.S. Read the entire page →
From page 186... ... 186 enhancing airport Wayfinding for aging travelers and persons with Disabilities A-IN.33 Accessible facilities for reporting lost or damaged luggage or assistive devices are available in the baggage claim area or after exiting customs and have appropriate directional and identification signage. A-IN.34 Lost or damaged luggage or assistive device can be reported via mobile application, website, or phone, as well as in person. Read the entire page →

From page 156...

... 156 This chapter is focused on the arriving 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)