Guidelines for Improving Airport Services for International Customers (2016) / Chapter Skim
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Pages 170-179
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170 C H A P T E R 6 Precleared arriving passengers go through the same U.S. CBP processes as international arriving passengers (discussed in Chapter 4)
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Precleared Arriving Passengers 171 6.1.1 Customer Needs and Expectations As described in Chapter 2, the challenges experienced by international arriving passengers may include general travel anxiety, jet lag, travel fatigue, and language barrier. Research suggests that anxiety among passengers arriving on an international flight is most likely to occur at border control and at baggage claim.
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172 Guidelines for Improving Airport Services for International Customers information about whether or not a flight will be precleared so passengers can familiarize themselves with the process and set their expectations accordingly before they begin their journey. 6.2.1 Key Activities The pre-trip planning activities unique to precleared arriving passengers primarily involve the use of the airport and airline websites to understand how the border control process at the departure airport will affect their travel plans and to identify their arrival terminal so they can coordinate how to connect to another flight or claim their checked baggage.
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Precleared Arriving Passengers 173 6.3.1 Key Activities Precleared arriving passengers connecting to another flight are likely to utilize the following: • FIDS • Airport maps illustrating how to get to each terminal • Airport information counters 6.3.2 Customer Needs and Expectations After passengers deplane, they need specific information about their next flight. First, they need to know where they are in the airport (i.e., gate, concourse or terminal)
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174 Guidelines for Improving Airport Services for International Customers 6.3.3 Customer Service Person-to-person customer service is a critical element for precleared arriving passengers connecting to other flights. Customer service may also be delivered through visual and virtual sources, such as wayfinding signage and digital information kiosks.
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Precleared Arriving Passengers 175 6.4.1 Key Activities Precleared arriving passengers not connecting to other flights move on from the arrival gate to the designated baggage claim to claim their checked baggage. These passengers may require the following services: • Baggage carts or baggage assistance • Airline baggage service assistance Some precleared arriving passengers connecting to other flights may have to claim their checked baggage and recheck it with their departing airline.
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176 Guidelines for Improving Airport Services for International Customers 6.4.3 Customer Service Person-to-person customer service during this segment of the precleared arriving passenger journey is focused on airline personnel providing customers with directions to the domestic baggage claim hall and to baggage service assistance for lost or damaged baggage. Basic Requirements Customer Service Staff at the Arrival Gate: Airlines operating preclearance flights should provide customer service staff at the arrival gate to direct customers to the domestic baggage claim devices assigned to their flight.
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From page 177... ...
Precleared Arriving Passengers 177 Basic Requirements Inbound Baggage Delivery: Checked baggage from wide-body precleared flights will arrive in containers as compared to domestic narrowbody flights which are bulk-loaded. At a minimum, the inbound baggage delivery area for the domestic baggage claim hall used for precleared flights should be configured to allow the unloading of three or four containers at one time.
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From page 178... ...
178 Guidelines for Improving Airport Services for International Customers is necessary to identify these types of scenarios and develop effective solutions. The consistent pairing of the international symbol with the term "baggage claim" is essential in assisting precleared passengers with LEP to follow the signage.
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From page 179... ...
Precleared Arriving Passengers 179 6.5.2 Customer Needs and Expectations Some arriving passengers will require wayfinding information to locate taxis, limousines, hotel shuttles, or other forms of ground transportation. Depending on the airport, these services may be accessed at service counters located within the terminal, just outside the doors at the curbside, at curbside on an outer island, within the parking garage, or at a remote building that can be accessed using a train or shuttle.
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