Enhancing Airport Wayfinding for Aging Travelers and Persons with Disabilities (2017) / Chapter Skim
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Pages 89-106
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From page 89... ...
89 Planning is the foundation for successful implementation of the recommendations and requirements in this guidebook. The guidance on airport planning and design provided in this chapter presents (and in some cases elaborates on)
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90 enhancing airport Wayfinding for aging travelers and persons with Disabilities spaces and circulation paths look the same. Hartsfield-Jackson Atlanta International Airport's domestic terminal, Denver International Airport, and Tampa International Airport are notable examples featuring dual curbsides and a symmetrical terminal in between.
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airport planning and Design Considerations 91 The first step is reaching out to local advocacy groups and engaging aging travelers and persons with disabilities. Experience has shown that these groups welcome and appreciate the opportunity to be involved in either the planning process for new design projects or the evaluation of existing conditions.
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92 enhancing airport Wayfinding for aging travelers and persons with Disabilities facilitate this process. Airports with a disability advisory committee (see Section 2.10)
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airport planning and Design Considerations 93 P-PD.09 Signage is legible (see Section 3.2.1.5) , uncluttered, and easy to follow with no gaps or disconnects, and signage inventories are developed to remove redundant signs and reduce visual clutter.
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94 enhancing airport Wayfinding for aging travelers and persons with Disabilities P-PD.15 Arrows are consistently applied. Plain language is used: "straight ahead" instead of an arrow pointing up or down when there is risk of being confused with "upstairs" or "downstairs." Conversely, the words "upstairs" or "downstairs" are used when communicating guidance through non-intuitive vertical transition wayfinding scenarios.
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From page 95... ...
airport planning and Design Considerations 95 P-PD.16 Vertical circulation devices such as stairs, escalators, and elevators are in close proximity and in easy view from entries and major nodes. P-PD.17 In multistory buildings, elements such as restrooms, elevators, and exits are organized in the same location on each floor.
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96 enhancing airport Wayfinding for aging travelers and persons with Disabilities 5. Do use a lot of facial expressions.
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airport planning and Design Considerations 97 cognitive limitations, limited movement, speech disabilities, photosensitivity, and combinations of these. Following these guidelines will also often make Web content more usable to users in general.
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98 enhancing airport Wayfinding for aging travelers and persons with Disabilities P-WS.02 The website is tested for functionality by users with a variety of disabilities. Testing should be applied to both airport and airline websites.
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airport planning and Design Considerations 99 P-WS.08 Telephone numbers (including TTY or relay service) where travelers with disabilities can receive assistance or get additional information are posted along with hours of service.
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100 enhancing airport Wayfinding for aging travelers and persons with Disabilities P-WS.14 Distances/average walking times are provided from check-in to the furthest gate on each terminal concourse. P-WS.15 Evacuation plans are included on the website: emergency exits and routes, evacuation elevators, areas of safe rescue, airport procedures in case of evacuation, staff training, etc.
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From page 101... ...
airport planning and Design Considerations 101 4.5 Mobile Application (MA) P-MA.01 The airport mobile application follows "Mobile Web Best Practices." (See Chapter 8 for mobile application best practices and lists of "Do's and Don'ts.")
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102 enhancing airport Wayfinding for aging travelers and persons with Disabilities 4.6 Call Center (CC) The role of the airport call center is to provide assistance to customers with information they need using forms of communication they can understand.
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airport planning and Design Considerations 103 Using gestures, or verbal directions such as "It's around the next corner," is not helpful. Practice and having pre-scripted messages that have been reviewed and tested will help provide a positive customer experience.
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104 enhancing airport Wayfinding for aging travelers and persons with Disabilities The AT&T Language Line enables cellphone users to connect to interpreters in seconds. Powered by Language Line Services, this simple over-the-phone audio interpretation service in 240 languages allows users to reach professionally trained interpreters 24/7.
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From page 105... ...
airport planning and Design Considerations 105 These events have impacts on an airline in the following ways: • Delays • Cancellations • Diversions • Crew time expiration Impacts on the airport include the following: • Capacity issues • Off-hours operations • Extended stay for customers The impacts listed above result in passenger needs that are different from passenger needs during normal operations. During IROPS conditions, passengers may need lodging, food and water, facilities, and special services.
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From page 106... ...
106 enhancing airport Wayfinding for aging travelers and persons with Disabilities busing, and more communication. The general consensus among airport operators is that these normal accommodations, enhanced with greater frequency and additional staffing, are all that is really required.
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