National Academies Press: OpenBook
Page i
Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
×
Page R1
Page ii
Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
×
Page R2
Page iii
Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
×
Page R3
Page iv
Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
×
Page R4
Page v
Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
×
Page R5
Page vi
Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
×
Page R6
Page vii
Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
×
Page R7
Page viii
Suggested Citation:"Front Matter." National Academies of Sciences, Engineering, and Medicine. 2011. Passenger Level of Service and Spatial Planning for Airport Terminals. Washington, DC: The National Academies Press. doi: 10.17226/14589.
×
Page R8

Below is the uncorrected machine-read text of this chapter, intended to provide our own search engines and external engines with highly rich, chapter-representative searchable text of each book. Because it is UNCORRECTED material, please consider the following text as a useful but insufficient proxy for the authoritative book pages.

TRANSPORTAT ION RESEARCH BOARD WASHINGTON, D.C. 2011 www.TRB.org A I R P O R T C O O P E R A T I V E R E S E A R C H P R O G R A M ACRP REPORT 55 Research sponsored by the Federal Aviation Administration Subscriber Categories Aviation Passenger Level of Service and Spatial Planning for Airport Terminals TRANSSOLUTIONS Fort Worth, Texas STRATEGIC INSIGHT GROUP Fort Worth, Texas AVIATION RESOURCE PARTNERS Fort Worth, Texas KIMLEY-HORN ASSOCIATES Fort Worth, Texas

AIRPORT COOPERATIVE RESEARCH PROGRAM Airports are vital national resources. They serve a key role in trans- portation of people and goods and in regional, national, and inter- national commerce. They are where the nation’s aviation system connects with other modes of transportation and where federal respon- sibility for managing and regulating air traffic operations intersects with the role of state and local governments that own and operate most airports. Research is necessary to solve common operating problems, to adapt appropriate new technologies from other industries, and to introduce innovations into the airport industry. The Airport Coopera- tive Research Program (ACRP) serves as one of the principal means by which the airport industry can develop innovative near-term solutions to meet demands placed on it. The need for ACRP was identified in TRB Special Report 272: Airport Research Needs: Cooperative Solutions in 2003, based on a study spon- sored by the Federal Aviation Administration (FAA). The ACRP carries out applied research on problems that are shared by airport operating agencies and are not being adequately addressed by existing federal research programs. It is modeled after the successful National Coopera- tive Highway Research Program and Transit Cooperative Research Pro- gram. The ACRP undertakes research and other technical activities in a variety of airport subject areas, including design, construction, mainte- nance, operations, safety, security, policy, planning, human resources, and administration. The ACRP provides a forum where airport opera- tors can cooperatively address common operational problems. The ACRP was authorized in December 2003 as part of the Vision 100-Century of Aviation Reauthorization Act. The primary partici- pants in the ACRP are (1) an independent governing board, the ACRP Oversight Committee (AOC), appointed by the Secretary of the U.S. Department of Transportation with representation from airport oper- ating agencies, other stakeholders, and relevant industry organizations such as the Airports Council International-North America (ACI-NA), the American Association of Airport Executives (AAAE), the National Association of State Aviation Officials (NASAO), and the Air Transport Association (ATA) as vital links to the airport community; (2) the TRB as program manager and secretariat for the governing board; and (3) the FAA as program sponsor. In October 2005, the FAA executed a contract with the National Academies formally initiating the program. The ACRP benefits from the cooperation and participation of airport professionals, air carriers, shippers, state and local government officials, equipment and service suppliers, other airport users, and research orga- nizations. Each of these participants has different interests and respon- sibilities, and each is an integral part of this cooperative research effort. Research problem statements for the ACRP are solicited periodically but may be submitted to the TRB by anyone at any time. It is the responsibility of the AOC to formulate the research program by iden- tifying the highest priority projects and defining funding levels and expected products. Once selected, each ACRP project is assigned to an expert panel, appointed by the TRB. Panels include experienced practitioners and research specialists; heavy emphasis is placed on including airport pro- fessionals, the intended users of the research products. The panels pre- pare project statements (requests for proposals), select contractors, and provide technical guidance and counsel throughout the life of the project. The process for developing research problem statements and selecting research agencies has been used by TRB in managing cooper- ative research programs since 1962. As in other TRB activities, ACRP project panels serve voluntarily without compensation. Primary emphasis is placed on disseminating ACRP results to the intended end-users of the research: airport operating agencies, service providers, and suppliers. The ACRP produces a series of research reports for use by airport operators, local agencies, the FAA, and other interested parties, and industry associations may arrange for work- shops, training aids, field visits, and other activities to ensure that results are implemented by airport-industry practitioners. ACRP REPORT 55 Project 03-05 ISSN 1935-9802 ISBN 978-0-309-21352-3 Library of Congress Control Number 2011937379 © 2011 National Academy of Sciences. All rights reserved. COPYRIGHT INFORMATION Authors herein are responsible for the authenticity of their materials and for obtaining written permissions from publishers or persons who own the copyright to any previously published or copyrighted material used herein. Cooperative Research Programs (CRP) grants permission to reproduce material in this publication for classroom and not-for-profit purposes. Permission is given with the understanding that none of the material will be used to imply TRB or FAA endorsement of a particular product, method, or practice. It is expected that those reproducing the material in this document for educational and not-for-profit uses will give appropriate acknowledgment of the source of any reprinted or reproduced material. For other uses of the material, request permission from CRP. NOTICE The project that is the subject of this report was a part of the Airport Cooperative Research Program, conducted by the Transportation Research Board with the approval of the Governing Board of the National Research Council. The members of the technical panel selected to monitor this project and to review this report were chosen for their special competencies and with regard for appropriate balance. The report was reviewed by the technical panel and accepted for publication according to procedures established and overseen by the Transportation Research Board and approved by the Governing Board of the National Research Council. The opinions and conclusions expressed or implied in this report are those of the researchers who performed the research and are not necessarily those of the Transportation Research Board, the National Research Council, or the program sponsors. The Transportation Research Board of the National Academies, the National Research Council, and the sponsors of the Airport Cooperative Research Program do not endorse products or manufacturers. Trade or manufacturers’ names appear herein solely because they are considered essential to the object of the report. Published reports of the AIRPORT COOPERATIVE RESEARCH PROGRAM are available from: Transportation Research Board Business Office 500 Fifth Street, NW Washington, DC 20001 and can be ordered through the Internet at http://www.national-academies.org/trb/bookstore Printed in the United States of America

The National Academy of Sciences is a private, nonprofit, self-perpetuating society of distinguished scholars engaged in scientific and engineering research, dedicated to the furtherance of science and technology and to their use for the general welfare. On the authority of the charter granted to it by the Congress in 1863, the Academy has a mandate that requires it to advise the federal government on scientific and technical matters. Dr. Ralph J. Cicerone is president of the National Academy of Sciences. The National Academy of Engineering was established in 1964, under the charter of the National Academy of Sciences, as a parallel organization of outstanding engineers. It is autonomous in its administration and in the selection of its members, sharing with the National Academy of Sciences the responsibility for advising the federal government. The National Academy of Engineering also sponsors engineering programs aimed at meeting national needs, encourages education and research, and recognizes the superior achievements of engineers. Dr. Charles M. Vest is president of the National Academy of Engineering. The Institute of Medicine was established in 1970 by the National Academy of Sciences to secure the services of eminent members of appropriate professions in the examination of policy matters pertaining to the health of the public. The Institute acts under the responsibility given to the National Academy of Sciences by its congressional charter to be an adviser to the federal government and, on its own initiative, to identify issues of medical care, research, and education. Dr. Harvey V. Fineberg is president of the Institute of Medicine. The National Research Council was organized by the National Academy of Sciences in 1916 to associate the broad community of science and technology with the Academy’s purposes of furthering knowledge and advising the federal government. Functioning in accordance with general policies determined by the Academy, the Council has become the principal operating agency of both the National Academy of Sciences and the National Academy of Engineering in providing services to the government, the public, and the scientific and engineering communities. The Council is administered jointly by both Academies and the Institute of Medicine. Dr. Ralph J. Cicerone and Dr. Charles M. Vest are chair and vice chair, respectively, of the National Research Council. The Transportation Research Board is one of six major divisions of the National Research Council. The mission of the Transporta- tion Research Board is to provide leadership in transportation innovation and progress through research and information exchange, conducted within a setting that is objective, interdisciplinary, and multimodal. The Board’s varied activities annually engage about 7,000 engineers, scientists, and other transportation researchers and practitioners from the public and private sectors and academia, all of whom contribute their expertise in the public interest. The program is supported by state transportation departments, federal agencies including the component administrations of the U.S. Department of Transportation, and other organizations and individu- als interested in the development of transportation. www.TRB.org www.national-academies.org

CRP STAFF FOR ACRP REPORT 55 Christopher W. Jenks, Director, Cooperative Research Programs Crawford F. Jencks, Deputy Director, Cooperative Research Programs Michael R. Salamone, ACRP Manager Lawrence D. Goldstein, Senior Program Officer Tiana Barnes, Senior Program Assistant Eileen P. Delaney, Director of Publications Doug English, Editor ACRP PROJECT 03-05 PANEL Field of Policy and Planning Theodore S. Kitchens, Newport News/Williamsburg International Airport, Newport News, VA (Chair) Joseph Barden, HNTB Corporation, Los Angeles, CA Dipasis Bhadra, Federal Aviation Administration, Washington, DC Naren Doshi, MMM Group, Thornhill, ON Manju Kumar, University of California–Berkeley, Berkeley, CA David D. Tomber, Seattle-Tacoma International Airport, Seattle, WA Elisha Novak, FAA Liaison Christine Gerencher, TRB Liaison C O O P E R A T I V E R E S E A R C H P R O G R A M S

ACRP Report 55 examines passenger perception of level of service (LOS) related to space allocation in specific areas within airport terminals. The objective of this research was to evaluate appropriate level-of-service standards applied in the terminal planning and design process while testing the continued validity of historic space allocation parameters that have been in use for more than 30 years. These original standards have often been questioned but never revised or replaced. To accomplish this objective, the researchers used a new approach to measure how passengers perceive the sufficiency of space, relying on quantitative data in combination with ethnographic interviews. Interviews were conducted on site within the terminals at seven case-study airports. The research also examined what other factors might affect positive perception of level of service, such as availability of extended information resources plus opportunities for use of technology (wireless connectivity, power connec- tions for computers and other electronic equipment, and other innovations). ACRP Report 55 provides space allocation parameters for each terminal processing area, as well as important considerations for refining specific applications. In addition, guidelines include criteria for implementing these space allocation parameters, recognizing that higher levels of area per passenger do not necessarily contribute to improved perception of LOS. The research also concludes that perception of LOS is enhanced by effective information displays that provide schedules and boarding information so that passengers do not have to remain in the boarding area at all times. Airport architects, engineers, and planners can use the guidelines provided to help deter- mine space requirements and other design parameters that result in passengers perceiving spatial areas to be both sufficient and efficient, while providing an acceptable level of ser- vice. In addition, airport operators and airline personnel can use the information provided to determine how to allocate terminal space to serve passenger needs efficiently and effec- tively. Both groups can plan for and incorporate advanced information systems to broaden the use of all space within the terminal, offering greater flexibility to meet changing demand for service as a function of variable levels of activity. The research for ACRP Report 55 shows that if airport planners and designers as well as airline operators want to improve passenger perception of the quality of the airport termi- nal, it is important to provide all processors and staffing necessary to minimize passenger wait times at ticketing (counters and kiosks), security screening, and baggage claim areas. To improve user perception of the quality of passenger services, designers and operators also need to determine what amenities passengers rely on in an era of increasing demand for communication and access to technology designed to enhance productivity as well as per- sonal entertainment. An important conclusion of this research is that passengers want easy F O R E W O R D By Lawrence D. Goldstein Staff Officer Transportation Research Board

access to information about flight status, clarity in signage, and additional amenities that allow them to use their time productively or to relax and enjoy an escape from the demands of travel. A primary finding of this research is that larger space by itself does not always generate increased passenger perception of high-quality LOS. Overall perception of quality of service is the result of a combination of factors that address productivity during wait times as well as access to a variety of services with options other than just waiting prior to aircraft board- ing. In addition, if airport terminal designers and managers in concert with airline opera- tors want to provide passengers with a world-class terminal, qualitative as well as quantita- tive facility design factors should be considered early in the planning and design process. To continue to improve the process of understanding passenger needs, more effective tech- niques are necessary for surveying passengers and collecting and evaluating relevant infor- mation. In particular, the airport industry needs to identify more effective ways to collect data on how passengers perceive level of service and what quantitative and qualitative fac- tors are important in a particular terminal environment.

C O N T E N T S 1 Summary 4 Chapter 1 Background 4 A Brief Historical Perspective of Air Passenger Level of Service 5 Research Approach 5 Research Objectives and Approach Evolve 7 Chapter 2 Research Approach 7 Project Description 7 Study Design 8 Data Collection Cities 8 Data Collection Methodology 14 Chapter 3 Findings and Applications 14 Airport Use of LOS Standards 14 Data Point Summary 14 Determination of Perception Turning Points for Area and Wait Time 17 Detailed Passenger Wait-Time Results 22 Detailed Passenger Density Results 29 Qualitative (Ethnographic) Results 32 Chapter 4 Conclusions and Recommendations for Further Research 32 Conclusions 34 Recommended Further Research 36 Chapter 5 Space Allocation Guidelines 36 Background 36 A Few Words of Caution 36 Peak Occupancy Demand Forecast 37 Passenger Space Allocations 39 References 40 Appendix A Airport Snapshots 47 Appendix B Remaining Detailed Results 60 Appendix C Observations, Comments, and Suggestions by Passengers Note: Many of the photographs, figures, and tables in this report have been converted from color to grayscale for printing. The electronic version of the report (posted on the Web at www.trb.org) retains the color versions.

AUTHOR ACKNOWLEDGMENTS Activities at airports are dynamic and ever-changing. These activities require constant monitoring and staff attention. Even so, the airport staff at each of the seven research airports was gracious to give their time to help our team gain access to the airport and provide information required to conduct our research. In all cases, they helped us navigate local security protocols and requirements, and in many cases, they pro- vided escorts from their own operations staff to allow us to do our work in a compressed time frame. Special thanks go to the staff at Austin Bergstrom International Airport, especially Patti Edwards, Denise Hatch, and Jonathan Lian; Dallas-Fort Worth International Airport, especially Jeff Fegan, Jim Crites, Chief Charles Deel, Andy Bell, and Stephanie Green; Dulles International Airport, especially Jim Bennett, William Lebegern, and Anthony Dockery; Hartsfield-Jackson Atlanta International Airport, especially Ben DeCosta and Daniel Molloy; Las Vegas McCarran International Airport, especially Randy Walker and Rosemary Vasilades; Louisville International Airport, especially Charles Miller, Karen Scott and Steve Petty; and Oakland International Airport, especially Steve Grossman, Kristi McKinney, and Joan Zatopek. This study relied on the services of a group of aviation industry professionals—referred to as the “Red Team”—to review the initial analyses and findings of the research. These individuals contributed their time and money to participate in the meeting and/or review the research findings and provide important guidance. They include Bruce Anderson and Matt Lee (Landrum & Brown); Joel Hirsh (Hirsh Associates); Marion White (Gensler); Natalie Martel (Tecsult/AECOM); Evan Futterman (Futterman Consultants); Paula Hochstetler (Airports Consultants Council); Richard Marchi (Airport Council International–North America); and David Lind, Jonathan Massey, Phil Mein, and John Murphy (Corgan). Special thanks to two good business partners and friends: Joe Waller at HMS Host, who generously pro- vided gift cards to use as thank you gifts for the time airport professionals took to respond to online surveys and other data collection activities; and Les Cappetta and Patrick Murray, at SSP America, who generously shared their proprietary research on passenger perceptions of level of service. Finally, the research benefited tremendously from the guidance provided by our panel, listed in the front pages of this book, especially our panel chair, Theodore Kitchens, who provided support and insightful guidance at each step along the way.

Next: Summary »
Passenger Level of Service and Spatial Planning for Airport Terminals Get This Book
×
MyNAP members save 10% online.
Login or Register to save!
Download Free PDF

TRB’s Airport Cooperative Research Program (ACRP) Report 55: Passenger Level of Service and Spatial Planning for Airport Terminals examines passenger perception of level of service related to space allocation in specific areas within airport terminals.

The report evaluates level-of-service standards applied in the terminal planning and design process while testing the continued validity of historic space allocation parameters that have been in use for more than 30 years.

  1. ×

    Welcome to OpenBook!

    You're looking at OpenBook, NAP.edu's online reading room since 1999. Based on feedback from you, our users, we've made some improvements that make it easier than ever to read thousands of publications on our website.

    Do you want to take a quick tour of the OpenBook's features?

    No Thanks Take a Tour »
  2. ×

    Show this book's table of contents, where you can jump to any chapter by name.

    « Back Next »
  3. ×

    ...or use these buttons to go back to the previous chapter or skip to the next one.

    « Back Next »
  4. ×

    Jump up to the previous page or down to the next one. Also, you can type in a page number and press Enter to go directly to that page in the book.

    « Back Next »
  5. ×

    To search the entire text of this book, type in your search term here and press Enter.

    « Back Next »
  6. ×

    Share a link to this book page on your preferred social network or via email.

    « Back Next »
  7. ×

    View our suggested citation for this chapter.

    « Back Next »
  8. ×

    Ready to take your reading offline? Click here to buy this book in print or download it as a free PDF, if available.

    « Back Next »
Stay Connected!