Toward a Touchless Airport Journey (2022)

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54 Communicate with the Passenger A P P E N D I X B The following section provides additional detail on the best practices for communicating with the passenger. Consider this general guidance related to the use of communication methods as you consider the implementation of specific touchless solutions. Thinking about the airport journey from a wayfinding perspective, the journey really begins before the traveler leaves home. The remote processing of boarding passes and the use of digital wayfinding tools to anticipate the journey all contribute to the wayfinding experience. Once a traveler approaches the airport, this moving from the preplanned journey transforms to the physical environment. Due to the dynamic nature of environments that are changing due to modified passenger processing, travelers rely on communication hubs that support each decision point. Below are some key elements of the journey. Approach Roads Travelers approaching the airport make many decisions. Whether parking, returning a rental car, dropping off or picking up, all require communication to the distinct routing. Considerations for dynamic operational requirements supported by a flexible, digital communication system may become part of this process. Overhead signs using full-matrix boards controlled by systems facilitate items such as queue management and flexible airline counter assignment. Minneapolis-St. Paul International Airport Roadways. Parking and Arrival Parking Decisions around parking can be considered on the roadway system. Long-term, short-term, premium, and economy parking products all require users to make decisions before entering the garage. Within the garage, drivers want to find a parking spot as quickly as possible, then be reminded of where they parked,

Communicate with the Passenger 55   followed by the most efficient directions to the terminal. The use of a “smart” garage wayfinding product can accomplish the initial task with great efficiency. Parking Signage (photo by TKH Security/Park Assist). Jewel Changi Singapore Signage. Curbside and Terminal Entrances Like the approach roads, curbside dynamic signs can extend the flexible communication method needed to allow for varying operations of the airport. This wayfinding element can effectively direct travelers to the most appropriate entrance that suits the operational condition. Check-In At the airport check-in hall, being able to communicate information on queuing, baggage drop-off, and other specific processes can be enabled in a wide variety of methods. A “ribbon” of communication can provide linear orientation to the passengers. This, in collaboration with the dynamic roadway and curbside systems, can create the greatest flexibility for communication. The integration of flight information, check- in information, and sense of place can be accommodated within check-in structures in a compelling manner. Landside Minneapolis-St. Paul International Airport Curb.

56 Toward a Touchless Airport Journey Harry Reid International Airport Signage (photo by Clark County Department of Aviation). Orlando InternationalAirport West Checkpoint Video Wall (photo by Synect). Security Identifying security points and informing travelers of wait times can help with queue management and overall traveler expectations. These are also opportunities to communicate other operational messaging. Airside Gates Gate signs can go beyond simply identifying the gate number. These elements can also provide specific destination information, weather, flight status, or sense of place imagery. Louis Armstrong New Orleans International Airport Signage [photo by Jonathan Cutrer on Flickr, (CC BY-NC 2.0)]. Harry Reid International Airport: Synect's ReadySeeGo at the Innovation Checkpoint (photo by Synect).

Communicate with the Passenger 57   Harry Reid International Airport Gate Signage (photo by the Clark County Department of Aviation). Flight Information Flight information displays placed at key decision points and areas where passengers have dwell time can be another method for clear communication. The scale of these elements can depend on the architectural environment. Calgary International Airport Flight Information Displays.

Abbreviations and acronyms used without denitions in TRB publications: A4A Airlines for America AAAE American Association of Airport Executives AASHO American Association of State Highway Officials AASHTO American Association of State Highway and Transportation Officials ACI–NA Airports Council International–North America ACRP Airport Cooperative Research Program ADA Americans with Disabilities Act APTA American Public Transportation Association ASCE American Society of Civil Engineers ASME American Society of Mechanical Engineers ASTM American Society for Testing and Materials ATA American Trucking Associations CTAA Community Transportation Association of America CTBSSP Commercial Truck and Bus Safety Synthesis Program DHS Department of Homeland Security DOE Department of Energy EPA Environmental Protection Agency FAA Federal Aviation Administration FAST Fixing America’s Surface Transportation Act (2015) FHWA Federal Highway Administration FMCSA Federal Motor Carrier Safety Administration FRA Federal Railroad Administration FTA Federal Transit Administration GHSA Governors Highway Safety Association HMCRP Hazardous Materials Cooperative Research Program IEEE Institute of Electrical and Electronics Engineers ISTEA Intermodal Surface Transportation Efficiency Act of 1991 ITE Institute of Transportation Engineers MAP-21 Moving Ahead for Progress in the 21st Century Act (2012) NASA National Aeronautics and Space Administration NASAO National Association of State Aviation Officials NCFRP National Cooperative Freight Research Program NCHRP National Cooperative Highway Research Program NHTSA National Highway Traffic Safety Administration NTSB National Transportation Safety Board PHMSA Pipeline and Hazardous Materials Safety Administration RITA Research and Innovative Technology Administration SAE Society of Automotive Engineers SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act: A Legacy for Users (2005) TCRP Transit Cooperative Research Program TDC Transit Development Corporation TEA-21 Transportation Equity Act for the 21st Century (1998) TRB Transportation Research Board TSA Transportation Security Administration U.S. DOT United States Department of Transportation

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