Evaluating the Traveler's Perspective to Improve the Airport Customer Experience / Search Inside This Book
433 matches found for How People Learn Brain,Mind,Experience,and School Expanded Edition. in Chapter 4 - Arrivals Journey
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...along with ideas about how to address key issues/challenges identified. The traveler comments ...
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...presented in the chapter are intended to be illustrative of the kinds of experiences travelers may ...
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...another flight, domestic arrivals and baggage claim, and departure from the airport. Figure 42 ...
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...represents the arrivals journey and summarizes some of the desired outcomes expressed by ...
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...Comfortable seating and quiet spaces...
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...experience (CX) staff...
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...Enhance transportation waiting experience...
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...Improve organization and efficiency of lines...
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...An example of how airports may assess traveler emotions is provided in this chapter and ...
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...is one of the sources of information that can help airports gain a deeper understanding of ...
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...their traveler segments. However, each airport needs to conduct an analysis of their own ...
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...travelers’ perspectives and emotional risk to identify the needs and issues specific to their ...
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...arrivals, transferring to another flight, domestic arrivals and baggage claim, and departure ...
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...(see an example of this graphic following this paragraph) that first shows the perspectives ...
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...presented next. The graphic shows the results of an emotional risk analysis to identify which ...
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...points. By analyzing the potential for a traveler to experience a negative emotion, airports ...
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...may identify the root cause of the negative emotion and thereby be able to correct the cir-...
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...cumstances and create a better experience. For each journey point, the graphic is followed by ...
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...80 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience...
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...baggage claim, the immigration line, bag pick-up, and exiting the customs hall for transfer to ...
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...• More and friendlier U.S. Customs and Border Protection (CBP) staff. ...
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...• More and welcoming staff and volunteers to direct passengers. ...
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...• Feeling of being “ordered around” at customs and immigration by airport staff and volunteers and ...
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...• Friendliness and empathy of ...
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...immigration staff and airport staff and ...
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...• Organization and efficiency of lines. ...
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...• Mostly negative experience with staff ...
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...and volunteers being unfriendly. ...
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...• Feeling of intimidation passing CBP (and ...
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...staff and volunteers do not help alleviate ...
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...• Disorganized and randomly shuffled lines....
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...• Organization and efficiency of lines. ...
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...• Ability of the airport to make people ...
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...• Friendliness and empathy of airport ...
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...• Warmer and more welcoming ...
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...• Better information on what to expect and ...
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...• May experience heightened anxiety and ...
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...• Friendliness and empathy of airport ...
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...CBP and immigration. ...
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...guide travelers and help with bags. ...
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...• Organization and efficiency of lines. ...
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...• Had a consistently slow experience at ...
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...CBP and immigration. ...
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...Similar to the TSA, U.S. Customs and Border Protection (CBP) is a separate entity from the ...
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...airport that operates within its own rules and regulations. The following points suggest how the ...
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...Provide moving walkways, interior carts for travelers with disabilities and travelers requiring ...
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...extra assistance, and/or tram service....
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...4.3.2 Improve Organization and Efficiency of Lines...
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...Organization and efficiency of lines can be improved by...
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...periods, digitize CBP processes, improve efficiency, and train CBP staff to be more welcoming ...
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...and less directive....
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...• Utilizing airport staff and volunteers to help organize lines. Authorize staff and volunteers ...
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...to help organize and direct activities and assist travelers, as needed, to increase efficiencies....
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...The arrivals experience is the first impression travelers have of a city they are visiting. ...
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...Providing a welcoming environment will enhance the customers’ experience and reduce the ...
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...anxiety many international travelers have going through the customs and immigration pro-...
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...• Training of staff, volunteers, and front-facing staff. Train staff, volunteers, and front-facing ...
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...staff to be friendly, welcoming, and more empathetic toward travelers. Staff and volunteers ...
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...should be knowledgeable about procedures and processes and be well prepared to address ...
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...traveler questions and concerns in a patient manner. Empathetic staff and volunteers pro-...
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...viding clear directions can help ease the anxiety and fear expressed by many travelers at this ...
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...stage of the journey and create a more welcoming experience....
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...• Multilingual staff and volunteers. Upon reviewing the cultural mix of travelers arriv-...
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...with multi lingual staff and volunteers that speak the languages of the majority of pass-...
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...• Ability of the airport to make people ...
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...• Friendliness and empathy of airport ...
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...• Organization and efficiency of lines. ...
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...• Staff and volunteers do not provide ...
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...adequate information and directions on ...
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...the processes and procedures, including ...
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...which lines to stand in, and there is ...
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...• Expressed a lack of empathy and ...
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...rudeness from CBP staff and airport staff ...
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...and volunteers. ...
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...82 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience...
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...to enhance their experience in the airport (Ross, 2020). This technology can translate in ...
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...29 languages and can be provided to staff in information booths and lounges to assist them ...
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...• Welcoming art. Display art welcoming travelers to the city and region. For example, student ...
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...• Ensure lines are adequately staffed. While airports do use staff and volunteers to direct the ...
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...lines, there are often not enough staff and volunteers to handle the large number of inter-...
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...staff, especially at peak travel times, can ensure smoother and more efficient processing....
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...site and app on the expected wait time prior to their entry into CBP during their process ...
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...time and providing the expected arrival time of baggage at baggage claim can help relieve the ...
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...wait time for expected processing of passengers at immigration and customs....
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...Providing information on the airport website and app in addition to videos, signage, and direc-...
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...tions on the requirements at immigration and customs is helpful to reduce the stress and anxiety ...
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...experienced by travelers at international arrival CBP processing locations. Information about the ...
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...experiencing the customs and immigration process since not every airport has this requirement. ...
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...tional brochure provided on the flight and the airline website and/or app....
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...immigration process should be readily accessible on the airport website and app, as well as ...
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...passengers of customs and immigration requirements for retrieval of bags (or not)....
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...Provide human assistance and/or porters, where possible....
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...Luggage carts need to be sanitized after each use, or cleaning wipes and/or sanitizing stations ...
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...Transfer passengers include both international and domestic passengers arriving at ...
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...• Arriving in one concourse and learning you ...
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...Transport and connectivity ...
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...• Ease of connectivity between terminals and ...
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...• Too-short connection times and long ...
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...• Desire better trained and friendlier staff. ...
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...• More relaxing indoor and outdoor spaces. ...
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...• Cleaner airport and facilities. ...
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...• Fast and free Wi-Fi and adequate charging ...
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...their experience in airport facilities ...
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...differently compared to origin and ...
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...• Adequacy and ease of wayfinding and ...
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...take and at which stop to get off. ...
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...• Need better signs showing where to go ...
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...and go outside the secured area and ...
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...• Adequacy and ease of wayfinding. ...
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...connection times and having to rush to ...
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...far from where they landed. ...
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...• Have staff and volunteers available to ...
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...airport staff and volunteers and airports’ ...
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...disabilities and unique needs. ...
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...tandem with another passenger and ...
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...Provide additional wayfinding elements in addition to staff and volunteers available to direct ...
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...and walk times can help alleviate any uncertainty on where to go felt by passengers upon ...
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...• Use digital and static signage. Place digital and static signs at or near gates with information ...
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...to common traveler needs. Digital assistants include assisting apps and other technology, ...
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...find their gates and also provides information on the retail services near their boarding gates....
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...• Use humanoids. Use humanoids or staff and volunteers to assist in guiding arriving passen-...
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...is being tested at Christchurch Airport (see Figure 44). Pepper recognizes faces and basic ...
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...emotions and can respond to requests made through the touchscreen on its chest....
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...• Promote airport website and app. Encourage travelers to review the airport website and/or ...
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...app, which has the layout of the airport with gate identification and the time between gate ...
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...The airport may consider including information and signage on things to do in transit or ...
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...instructions on how to proceed through various touchpoints [such as when and where to ...
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...pick up baggage (or not), recheck process, go through security, and so forth at international ...
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...arrivals] on the airport website and app. Airports could collaborate with airline partners to ...
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...terminals; shorten travel connectivity through tram service and/or providing moving ...
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...• Provide luggage carts and strollers. For families traveling with children that require addi-...
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...such as Doha Hamad International Airport and Dubai International Airport provide families ...
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...free access to strollers upon disembarkation. This provides peace of mind to families, who ...
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...Airport provides luggage carts for hand baggage at strategic locations, and these are well used ...
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...an incentive to shop more. However, these services create an added layer of logistics and traffic, ...
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...which must be carefully considered. Coordinating the availability and maintenance of strollers ...
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...and luggage carts can be a logistical challenge. For other travelers that require additional assis-...
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...tance, provide directories outlining airport terminal concessions, amenities, restrooms, and so ...
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...• Use of autonomous wheelchairs. Autonomous wheelchairs and pods may be used in the ...
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...future to alleviate the need to have human assistance upon arrival and the associated delays ...
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...• Use of rentable autonomous pods and/or scooters. The airport of the future may include the ...
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...4.5.3 Ensure Adequate and Trained Customer Experience Staff...
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...Ensure adequate and trained customer experience staff by...
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...• Providing customer experience training for all front-facing staff (see Section 5.8.1) and...
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...Airways at Abu Dhabi International Airport late in 2019, and ...
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...detect obstructions and has an automatic stop feature....
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...Additional features in development include real-time gate and ...
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...4.5.4 Provide Comfortable Seating and Quiet Rooms and/or Spaces...
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...times, and flight delays....
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...Some ways to help ease travelers’ stress and make them feel more at “home” include providing...
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...• Quiet rooms and/or spaces. Provide quiet rooms and/or spaces to offer travelers an oppor-...
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...tunity to disconnect and recharge. Although U.S. airports typically have shorter transit times ...
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...at the airport and consider providing sleeping pods or capsule hotels that can be booked in ...
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...88 Evaluating the Traveler’s Perspective to Improve the Airport Customer Experience...
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...ergonomic seats that convert into a bed and have a covering that can be drawn over the pod ...
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...for privacy. The GoSleep pods include power outlets and space for hand luggage....
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...sider the creation of spaces to accommodate different religious faiths. For example, Orlando ...
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...of males/females and ablution units....
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...Reduce the sterility of connecting points in the terminal and provide a reprieve from the ...
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...Airport’s Light Tunnel and “Flight Paths” at Hartsfield Atlanta International Airport create a ...
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...To accommodate late arriving and transiting passengers, the airport may consider requiring ...
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...at least one food and one retail concessionaire to remain open until the last arriving and/or ...
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...departing flight or provide vending machines that provide healthy and/or hot food options. For ...
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...made from recycled materials, and a jar collector (see Figure 48). Changi Airport Singapore ...
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...4.5.7 Adequate Concessions to Accommodate Traveler Demand...
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...Installing food and retail pushcarts, mobile units, kiosks, and/or vending machines, particu-...
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...larly during peak periods, can help alleviate the stress on existing concessions and reduce the ...
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...lines and time to get food....
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...Figure 47. Light tunnel at Detroit Metropolitan Airport (left) and “Flight Paths” at Hartsfield Atlanta ...
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...of airports that are offering innovative services and amenities to enhance the post-security ...
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...experience include the following (see Figure 49):...
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...• “Hangout at DBX.” A partnership between the Dubai International Airport (DBX) and con-...
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...cession business partners offers gift vouchers to encourage longer stays at the airport and ease ...
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...• Creation of “safe harbors.” To ensure clear lines of sight to both gates and amenities, ...
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...San Francisco International Airport has created room for luggage, wheelchairs, and space for ...
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...passengers to pause and study signage (see Figure 50)....
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...• Local sense of place. Zurich reminds passengers they are in Switzerland through infra-...
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...structure, visuals (e.g., background of Swiss mountains), sounds (noises of cowbells and ...
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...chirping birds), and other features....
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...• Incheon International Airport’s Korea Traditional Cultural Experience Center. The center ...
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...teaches crafts for free, and travelers can listen to music or try on traditional clothes, among ...
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...• Creating entertainment through art and history. Miami International Airport uses curators ...
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...for its art. San Francisco boasts an accredited museum. Orlando International Airport pro-...
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...vides entertainment through the local symphony and local children’s art program....
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...and overnight stays for pets (see Figure 52)....
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...• E-book library. Taiwan International Airport provides rentable iPads and e-readers complete ...
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...with books, magazines, and newspapers in the first “e-book airport library.”...
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...Figure 49. Innovative airport services and amenities around the world....
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...• Amenities and entertainment reflecting the local culture/environment. Minneapolis- ...
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...St. Paul International Airport has a movie screening room that shows short films and docu-...
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...• Creating learning experiences for children within airports. Create engaging and constructive ...
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...activities to enhance learning experiences for children within airports. Hong Kong Airport ...
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...play activities for kids to develop their understanding of various jobs and build teamwork....
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...the state’s natural environs and features interactive games and activities. Schiphol Airport ...
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...• Use of open space as a commercial opportunity. Schiphol Airport showcases living room ...
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...furniture in two areas of the airport (Piers H and M)....
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...• Museums and galleries using space at airports. William P. Hobby Airport in Houston has ...
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...an in-house 1940 Air Terminal Museum that provides the history of Houston and Southeast ...
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...tions throughout the terminal that showcase Arizona’s artistic and cultural heritage....
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...Traditional Cultural Experience Center....
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...4.6 Domestic Arrivals and Baggage Claim— ...
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...The domestic arrivals and baggage claim journey point includes the journey from the aircraft ...
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...door to the baggage claim and airport departure point, including wayfinding and concessions ...
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...along the way and picking up baggage at the carousel. Wayfinding continues to be an issue ...
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...unique experience, including Piers H and M, which showcase living room ...
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...furniture, a quiet airport library, kids’ treehouse play areas, and bike-powered ...
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...(Image sources: Schiphol.nl and Inside Flyer )...
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...intuitive, and information about baggage is ...
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...• Staff and volunteers could be more helpful, ...
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...friendlier, and available and welcoming on ...
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...• Direct passengers to next journey point and ...
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...• More customer service staff and volunteers ...
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...• Ability to track luggage and better organization ...
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...including artwork and more and improved lighting....
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...• Clarity of signage and information on ...
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...waiting when the aircraft doors open and ...
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...• Staff and business partners offering ...
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...of baggage claim facilities and crowded ...
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...and loud nature of the arrival hall. ...
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...• Lack of information on when and where ...
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...• More personal touch and a better ...
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...arrivals experience. ...
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...• Clarity of signage and information on ...
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...long, and they lose precious time waiting. ...
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...4.7 Domestic Arrivals and Baggage Claim— ...
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...Travelers can benefit from extra assistance and guidance upon arrival. Suggested improve-...
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...ments to the experience at domestic arrivals and baggage claim are provided below. While ...
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...for concierge personnel and carts to help passengers with luggage and to direct travelers to their ...
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...destinations (hotel, car rental, parking lots, public transportation, TNCs, and so forth)....
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...4.7.1 Improve Wayfinding and Signage...
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...To improve wayfinding and signage:...
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...• Provide up-to-date information on baggage carousel locations by airline origin and ...
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...directions via the airport website, airport app, and airline app and at the central entrance ...
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...to baggage claim and on baggage carousels. Use the airport and airline apps to provide ...
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...information on arriving airline and origin and location of baggage claim carousel, as well as ...
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...directions and walk time to the baggage claim location. Also, provide a digital sign at the entry ...
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...to the central area of baggage claim listing baggage carousel locations by airline and origin. ...
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...signage in a location central to baggage claim to list flight and baggage carousel location ...
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...tion and baggage claim. Research indicates that an effective method has been the announce-...
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...ments made by the airlines during the flight or taxiing to the terminal (upon landing) stating ...
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...the baggage claim location for the flight and gate information for connecting flights. Airports ...
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...• Provide information on nearby hotel accommodations and available city offerings. Provide ...
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...information on quiet rooms and sleeping pods at the airport, nearby hotel accommodations, ...
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...• Clarity of signage and information on ...
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...• Clarity of signage and information on ...
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...• Availability of dining and food options. ...
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...• Experienced challenges locating correct ...
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...baggage claim, long wait times, and ...
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...handlers removing bags from the ...
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...carousels and piling them on the side ...
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...• More baggage claim food and beverage ...
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...• More food and sit-down restaurants ...
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...available and food available late at night. ...
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...and available city offerings at information booths and at a central display within the baggage ...
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...claim area. This information should be available as well as on the airport website and app (or ...
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...• Train staff and volunteers to be more welcoming. Collaborate with airlines to provide training ...
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...to staff on how to be more welcoming and proactively offer assistance to arriving passengers....
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...airport website, airport app, and signage placed at strategic locations should note the contact ...
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...• Use scannable bar codes. Use scannable bar codes located throughout the terminal for people ...
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...to access the customer experience center using their smartphones....
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...• Provide pre-paid meet and assist service. Offer a pre-paid meet and assist service on arrival ...
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...that will meet passengers and assist them from the gate (or directly after security), including ...
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...indicate that some 24.8 million bags were mishandled in 2018 out of a total of 4.27 billion bags ...
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...of technological baggage tracking and handling solutions are being implemented at airports ...
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...digital, baggage-tracking tool that is provided by the airport to ground handlers at ...
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...resulted in a significant reduction in mishandled bags. This is an example of a collab-...
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...orative effort between an airport and airlines/ground handlers to create a shared platform ...
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...that provides benefits to the airport and airline through improved passenger satis faction ...
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...and lower courier costs....
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... – Radio frequency identification (RFID) tags can be used for tracking bags. SITA and IATA ...
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...are advocating for the adoption of RFID and similar tracking technologies. “The industry ...
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...and planning” (Berti, 2019)....
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... – Delta Airlines is working with Roadie, which connects businesses and travelers, to add ...
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...in the aircraft on which they boarded and therefore requires delivery to them at their ...
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... – Dallas/Fort Worth International Airport’s implementation of Vanderlande’s autonomous ...
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...system can handle nearly 450 bags per hour and is being tested with transfer passengers ...
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...who arrive on international flights and connect through Dallas/Fort Worth International ...
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...self-service bag-drop units and identify the airline for their connecting flight using the ...
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... – A number of airlines are using an application that enables airports and airlines to view the ...
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...until the arrival of the first bag on the airport website and app and at baggage claim, where ...
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...carousel information and airline information, including contact information for extra assis-...
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...tance and baggage information, and should be located both in a centralized location and at ...
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...• Provide information on how to request assistance. Provide visible public telephone access, ...
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...visual map of the terminal, diagram, video, and signage listing all the airlines’ baggage claim ...
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...retrieval contact numbers along with an airport customer experience number (for a backup if ...
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...can collaborate with airlines to ensure that departing passengers do not stand by and block the ...
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...Balance the use of moving walkways, trams, and autonomous vehicles and wheelchairs to ...
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...Create more outdoor viewing such as large glass panes and viewing access with raised ceilings ...
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...4.7.7 Provide Food Options in the Baggage Claim and Arrivals Area...
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...tive access charging points, and/or charging stations in seating areas at baggage claim so that ...
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...for transportation, and exiting the airport complex....
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...• Better signage to ground transportation, to ride-sharing pick-up location, in the parking garage, and ...
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...• Curbside pick-up is slow and adds ~30 minutes to departure— the process should be improved. ...
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...• Difficulty with accessing the ride-sharing service and poor customer service or a lack of it. ...
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...and confusing signage to ride-share at many ...
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...from rain and inclement weather when waiting....
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...and better traffic enforcement. ...
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...relatives and friends to pinpoint the best time ...
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...• Organization and locations of pick-...
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...• Friendliness and professionalism ...
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...of staff and adequacy of staff ...
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...wayfinding and signage. ...
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...accessing areas for ride-shares, taxis, and ...
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...mapping including audio signals, and ...
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...additional and more frequent shuttles. ...
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...of staff and adequacy of staff ...
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...wayfinding and signage. ...
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...waiting for transport and difficulty coordinating ...
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...seniors and travelers with disabilities. ...
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...and passenger flows during ...
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...• Roads are too busy, and traffic moves too fast ...
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...terminals and parking garages look very similar....
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...• Adequacy and effectiveness of ...
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...wayfinding and signage. ...
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...experiences. ...
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...• Shuttles often have long waits and are ...
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...The customer experience at the airport departure point is often overlooked by airports. ...
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...Inc. et al., 2015) and the research conducted for this study, passengers expect to have a short ...
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...walk on the same level as ticket counters and baggage claim areas....
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...TNCs, Parking Lots, and Exiting the Airport...
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...To effectively communicate how to depart the airport:...
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...• Use floor signage and graphics....
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...transportation options. Provide information on the airport website, airport app, and/or ...
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...other apps used within the airport community that list ground transportation options and ...
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...and so forth....
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...• Mark the curbside area with numbers and/or letters. Use numbers and/or letters to mark ...
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...“doors” at the curbside area to allow travelers and drivers to better identify their location....
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...4.9.2 Designate Parking Garages and Parking Levels with Numbered, ...
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...Designate the various parking garages, levels within the garage, and so forth with numbering, ...
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...color-coding, or other forms of identification, and provide reminders at strategic points to help ...
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...• Trained traffic enforcement personnel. Personnel trained in traffic enforcement and cus-...
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...Figure 53. Examples of enhancing navigation to and ...
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...• Designated waiting area for vehicles. Provide adequate and clear signage for waiting areas ...
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...lanes to commercial and private vehicles may help ease congestion at the curbside....
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...up points (based on arrival gate) through signage, the airport website, the airport app, and/or ...
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...4.9.4 Enhance the Ground Transportation Waiting Experience...
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...To enhance the ground transportation waiting experience:...
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...providers to ensure on-time arrivals and departures, and, to the extent pos-...
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...to match passenger demand. Changi Airport has rows of perpendicular waiting spots where ...
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...(based on demand and monitored by the airport and/or third-party operators). Provide police ...
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...and/or staff or trained volunteers to assist in managing traffic flow and appropriate use of ...
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...• Enhance lighting and ambiance. Provide adequate and ambient lighting to reduce the per-...
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...• Locate boarding and alighting areas conveniently....
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...preferably temperature controlled, with seating and a view of the embarkation at waiting ...
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...Centralize the rental car pick-up and drop-off location, when possible, such as a consoli-...
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...Enhance the reliability of shuttle service and optimize frequency based on demand and ...
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...the airport website, airport app, and signage at designated exit points and pick-up zones. Addi-...
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...tionally, passengers expect up-to-date information on fares, schedules, and destinations serviced ...
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...(LeighFisher Inc. et al., 2015). Information on taxi fares, pick-up times for rental car and hotel ...
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...courtesy shuttles, parking lot shuttles, and fares and destinations serviced by scheduled services ...
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...transportation counters (if provided), and information counters....
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...• Reasonable and accurate fares for designated zones of the community. Signage on the indi-...
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...• Courteous and professional drivers. The authorized ground transportation company should ...
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...provide courteous and professional drivers. Customer feedback on the ground transporta-...
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...In the future, autonomous vehicles and/or pods may be used to transfer passengers to and ...
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...Some industry leaders suggest that in the future, autonomous vehicles and/or robotaxis could ...
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...pick up travelers (especially those without checked luggage) directly from the aircraft and transfer ...
A total of pages of uncorrected, machine-read text were searched in this chapter. Please note that the searchable text may be scanned, uncorrected text, and should be presumed inaccurate. Page images should be used as the authoritative version.