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From page 78... ... 78 This chapter presents a summary of the traveler's perspective of the airport arrivals journey along with ideas about how to address key issues/challenges identified. The traveler comments presented in the chapter are intended to be illustrative of the kinds of experiences travelers may have during their airport arrivals journey. Read the entire page →
From page 79... ... Arrivals Journey 79 travelers at each journey point. More detail will be provided about each journey point in the course of this chapter. Read the entire page →
From page 80... ... 80 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience 4.2 International Arrivals -- Travelers' Perspectives The international arrivals journey point includes the journey from the aircraft door to baggage claim, the immigration line, bag pick-up, and exiting the customs hall for transfer to another flight or to the departure point from the airport. Read the entire page →
From page 81... ... Arrivals Journey 81 4.3 International Arrivals -- Actions for Airports Similar to the TSA, U.S. Customs and Border Protection (CBP) Read the entire page →
From page 82... ... 82 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience technology solutions such as Google Assistant. For example, JFKIAT, the operator of Terminal 4 at JFK, is bringing Google Assistant's real-time translation technology to travelers to enhance their experience in the airport (Ross, 2020) Read the entire page →
From page 83... ... Arrivals Journey 83 Airports may coordinate with airlines to provide this information by flight announcements before arrival at the airport. This information can also be provided in the individual airport's informational brochure provided on the flight and the airline website and/or app. Read the entire page →
From page 84... ... 84 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience Senior travelers • Crowdedness of concessions. • Availability of comfortable seating areas. Read the entire page →
From page 85... ... Arrivals Journey 85 • Use floor markings. Use floor markings to help direct travelers to baggage claim or transit terminals, particularly when a FIDS is not available close to the gates. Read the entire page →
From page 86... ... 86 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience • Design features. Encourage architects to consider ease of connectivity when designing terminals; shorten travel connectivity through tram service and/or providing moving walkway access. Read the entire page →
From page 87... ... Arrivals Journey 87 4.5.4 Provide Comfortable Seating and Quiet Rooms and/or Spaces The airport environment can be overwhelming for travelers. A number of travelers have suggested that comfortable seating would enhance their airport journey, particularly given the increasingly longer times spent post-security (due to uncertainty of security lines) Read the entire page →
From page 88... ... 88 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience ergonomic seats that convert into a bed and have a covering that can be drawn over the pod for privacy. The GoSleep pods include power outlets and space for hand luggage. Read the entire page →
From page 89... ... Arrivals Journey 89 4.5.8 Provide Amenities to Address the Needs of the Airport's Traveler Demographic Airports providing basic levels of comfort will enable travelers to feel more relaxed. Examples of airports that are offering innovative services and amenities to enhance the post-security experience include the following (see Figure 49) Read the entire page →
From page 90... ... 90 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience (Image source: San Francisco International Airport ) Figure 50. Read the entire page →
From page 91... ... Arrivals Journey 91 has established a Dream Come True (DCT) Education Park for children. Read the entire page →
From page 92... ... 92 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience 4.6 Domestic Arrivals and Baggage Claim -- Travelers' Perspectives The domestic arrivals and baggage claim journey point includes the journey from the aircraft door to the baggage claim and airport departure point, including wayfinding and concessions along the way and picking up baggage at the carousel. Wayfinding continues to be an issue throughout the airport journey. Read the entire page →
From page 93... ... Arrivals Journey 93 Travelers with disabilities • Adequacy of staff training on needs of travelers with disabilities. • Clarity of signage to baggage claim. Read the entire page →
From page 94... ... 94 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience 4.7 Domestic Arrivals and Baggage Claim -- Actions for Airports Travelers can benefit from extra assistance and guidance upon arrival. Suggested improvements to the experience at domestic arrivals and baggage claim are provided below. Read the entire page →
From page 95... ... Arrivals Journey 95 and available city offerings at information booths and at a central display within the baggage claim area. This information should be available as well as on the airport website and app (or links to information should be provided) Read the entire page →
From page 96... ... 96 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience Airport (King, 2019) Read the entire page →
From page 97... ... Arrivals Journey 97 4.7.9 Provide Access to SIM Cards at Retail Outlets Provide access to SIM cards or pay-as-you-go phones at retail outlets to cater to international travelers who do not have access to domestic phone plans. 4.8 Departure from the Airport -- Travelers' Perspectives Departure from the airport includes the journey to ground transportation or parking, waiting for transportation, and exiting the airport complex. Read the entire page →
From page 98... ... 98 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience Segment Drivers of emotional risk Travelers with disabilities • Organization and locations of pickup areas. • Availability of public transportation options. Read the entire page →
From page 99... ... Arrivals Journey 99 4.9 Departure from the Airport -- Actions for Airports The customer experience at the airport departure point is often overlooked by airports. According to ACRP Report 146: Commercial Ground Transportation at Airports (LeighFisher Inc. Read the entire page →
From page 100... ... 100 Evaluating the Traveler's Perspective to Improve the Airport Customer Experience • Designated waiting area for vehicles. Provide adequate and clear signage for waiting areas to prevent vehicles from waiting curbside. Read the entire page →
From page 101... ... Arrivals Journey 101 4.9.7 Provide Information on the Range of Ground Transportation Options Airports should provide information on a variety of ground transportation options through the airport website, airport app, and signage at designated exit points and pick-up zones. Additionally, passengers expect up-to-date information on fares, schedules, and destinations serviced (LeighFisher Inc. Read the entire page →

From page 78...

... 78 This chapter presents a summary of the traveler's perspective of the airport arrivals journey along with ideas about how to address key issues/challenges identified. The traveler comments presented in the chapter are intended to be illustrative of the kinds of experiences travelers may have during their airport arrivals journey.