The National Academies Press

Currently Skimming:

Pages 187-202

The Chapter Skim interface presents what we've algorithmically identified as the most significant single chunk of text within every page in the chapter.
Select key terms on the right to highlight them within pages of the chapter.

From page 187... ... 187 This chapter is focused on the connecting 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 188... ... 188 enhancing airport Wayfinding for aging travelers and persons with Disabilities As noted in previous chapters, the research study conducted by the UK's CAA in 2009 identified six dimensions of the PRM "mindset" that affect these customers' travel experience. Connecting customers in general have more wayfinding challenges than departing or arriving passengers; for aging travelers and persons with disabilities who are making a connection, it is critical that they have confidence in and reassurance about the information and services they are receiving. Read the entire page →
From page 189... ... Connecting Customer Journey 189 Step 1: Knowing Where You Are. Airports like Hartsfield-Jackson International Airport, Philadelphia International Airport (shown in Figure 7-3) Read the entire page →
From page 190... ... 190 enhancing airport Wayfinding for aging travelers and persons with Disabilities Steps 2 and 3: Knowing Where You Are Going and the Best Way to Get There. Directories are a key touch point and communication tool in helping passengers determine where they are as well as where they need to go. Read the entire page →
From page 191... ... Connecting Customer Journey 191 for the airport's train/tram to indicate it is better to ride to the destination, a simple but effective visual tool. Landmarks are an excellent point of reference in helping people find their way. Read the entire page →
From page 192... ... 192 enhancing airport Wayfinding for aging travelers and persons with Disabilities With connection transfer times as long as 90 minutes, this type of communication is very useful to older adults and passengers with disabilities. However, while a passenger who is blind can access the information on Heathrow Airport's website, it does not help them travel independently since they cannot see the "breadcrumb trail" of purple signs that do an excellent job of guiding other passengers through a very challenging environment. Read the entire page →
From page 193... ... Connecting Customer Journey 193 travelers with disabilities plan their trip. In the guide, the graphic used to depict the customer journey at Gatwick Airport is not architecturally based but is designed to be customer-centric, which reflects the way most customers perceive their journey. Read the entire page →
From page 194... ... 194 enhancing airport Wayfinding for aging travelers and persons with Disabilities FIDSs that also include approximate walk times next to the connecting gate number equip aging travelers and persons with disabilities with the information they need to make a decision about whether to walk, ride, or request assistance. This information helps aging travelers and persons with disabilities take control of their wayfinding experience. Read the entire page →
From page 195... ... Connecting Customer Journey 195 C-AS.06 Airline service employees provide wheelchair assistance or escort from the seat or the door of the plane, as needed, to the connecting gate. Service by electric cart replaces wheelchair service for ambulatory passengers in some airports. Read the entire page →
From page 196... ... 196 enhancing airport Wayfinding for aging travelers and persons with Disabilities C-GA.06 FIDSs are located at frequent intervals along concourses. C-GA.07 FIDS are hung at eye level for close approach, with larger fonts, good contrast, and a slower refresh rate. Read the entire page →
From page 197... ... Connecting Customer Journey 197 C-GA.14 Good lines of sight allow travelers to see a series of gate numbers along the concourse, i.e., gate numbers are not blocked by other signage or architectural elements. C-GA.15 Gate numbers follow a regular pattern, e.g., even on left, odd on right. Read the entire page →
From page 198... ... 198 enhancing airport Wayfinding for aging travelers and persons with Disabilities C-GA.29 Visual and audible signaling systems are under central control to help direct people along best route. Push notification sends emergency information and directions to mobile phones. Read the entire page →
From page 199... ... Connecting Customer Journey 199 C-GA.43 Restaurant staff will read the menu. C-GA.44 Restaurant staff willingly accommodate service animals. Read the entire page →
From page 200... ... 200 enhancing airport Wayfinding for aging travelers and persons with Disabilities C-GA.57 Accessible recharging stations are available in the gate area for mobile devices and assistive equipment. C-GA.58 TV monitors have high-contrast closed captioning enabled. Read the entire page →
From page 201... ... Connecting Customer Journey 201 C-AS.20 Airline service employees provide wheelchair assistance or escort from the seat or door of the plane, as needed, to the connecting gate. Service by electric cart replaces wheelchair service for ambulatory passengers in some airports. Read the entire page →
From page 202... ... 202 enhancing airport Wayfinding for aging travelers and persons with Disabilities holding area or other location in order to receive transportation, services, or accommodations" [§382.33(3) Read the entire page →

From page 187...

... 187 This chapter is focused on the connecting 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)