Research Project Objectives & Approach Overview of Guiding Principles Presentation of Selected Guiding Principles How to get Report 109

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2 Research Project Objectives & Approach Overview of Guiding Principles Presentation of Selected Guiding Principles How to get Report 109

3 To prepare a Handbook for the aviation industry that provides best practices, lessons learned and innovations to consider when undertaking the planning and design of terminal facilities to increase revenues and customer satisfaction.

4 Research Firm Landrum & Brown Principal Investigator Bruce Anderson, L&B Co-Investigator Ann Ferraguto, API Subcontractors: AirProjects, Inc. (API) Concessions Consultant Envirosell Human Engineering Consultant Aerotropolis Business Concepts, LLC Collateral Development Consultant

5 Industry research focused on innovative terminal planning, design and new technologies Investigated revenue performance and passenger satisfaction data to identify Airport Case Studies Tier 1 25% Small 50% Medium All Large US Hub Airports Top 30 International Airports Tier 2 10 Small 10 Medium 10 Large 30 US Hub Airports by Revenues per Enplanement Top 10 Airports incl. Canada 10 International Airports by ACI-World Satisfaction Survey Tier 3 Narrowed to 7 Case Study Targets HANDBOOK

6 PDX MSP PIT JFK SAV LHR BUD United States Airports Large Hub John F. Kennedy International Airport JFK T5 Minneapolis/St Paul International Airport MSP T1 Medium Hub Portland International Airport PDX Pittsburgh International Airport PIT Small Hub Savannah-Hilton Head Island International Airport SAV European Airports Large London Heathrow International Airport LHR T5 Medium Budapest Listz Ferenc International Airport BUD

7 1. Concentrating Passenger Footfall 2. Diversifying Concessions 3. Passenger Awareness to Concession 4. Optimizing Size of Concession Blocks 5. Optimizing Location of Concessions Types 6. Influencing Passenger Behavior 7. Human Engineering Factors 8. Customer Satisfaction 9. Variety of Concession Pricing

8 Centralized and Decentralized Passenger Flows Single Terminal vs. Multiple Unit Terminals - MCI Assessment of Generic Terminal Concepts Innovative Holdroom Design SFO T2

9 Reasons for: Concentrated flows for improved concessions revenue performance Centralizing flows for security screening efficiencies Reasons against: What s too large of a terminal or too confusing to passengers Key determinates include: Airport s Mission based on its location and demand base Airline s business model being a hub or spoke operation

10 Kansas City International Drive-to-Gate Concept 16 Checkpoint Locations for Airport Security Screening Duplicated and Dispersed Concession Locations Financially unsustainable and functionally obsolete

11 Terminal A Potential Current Future MCI Terminal B Terminal C Three Individual Terminals Seven Separate Security Checkpoints Extremely Limited Concessions Single Efficient Terminal Single Consolidated Security Checkpoint Concentrated Concessions

12 Inherent attributes of generic terminals that affect increasing revenues and customer satisfaction Terminal concept types influence passenger footfall paths, traffic volumes, wayfinding, and concession location opportunities LINEAR PIER SATELLITE

13 10% 20% 30% 40% 50% Minor Node 60% 70% 80% 90% 100% Major Node

14 Single Concentrated Pathway Minor Node 30% Two Nodes on Primary Pathway Major Node 100% Minor Node 30% Major Node 100%

15 20-Gate Linear Terminal 20-Gate Satellite Terminal 20-Gate Dual Pier Terminal

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17 Line-of-Sight Parameters Customers Cone of Vision Isovist to Concession Locations Isovist

18 Sightlines from Primary Footfall Paths Concession Locations & Analysis

19 Major 2-level Concession Node

20 BUD Then: showed all gate numbers for all flights BUD Now: announces departing gate location 40 to 50 minutes before departure Call-to-Gate: Resulted in 5 to 10% revenue improvement Budapest SKYCOURT

21 Airport Customers have distinct needs and priorities Landside Airside Increasing Concession Revenues Post security Food & Beverage is consumers 1st priority A longer dwell time increases likelihood to shop Increasing Customer Satisfaction 1 st Challenge is to alleviate stress and anxiety 2 nd Challenge is to increase physical space and comfort

22 ACRP Report 109 Available through TRB ACRP Website: Other ACRP Reports of potential interest: ACRP Report 54: Resource Manual for Airport In- Terminal Concessions (2011) ACRP Report 25: Airport Passenger Terminal Planning and Design, Volume 1: Guidebook and Volume 2: Spreadsheet Models (2011)

23 Bruce Anderson Landrum & Brown