FUTURE PASSENGER PROCESSING ACRP 07-01 New Concepts for Airport Terminal Landside Facilities In association with: Ricondo & Associates, TransSolutions, TranSecure
RESEARCH
Background Research Objective Develop new concepts that will stimulate design innovation for terminal landside facilities at FAA-designated large- and medium-hub airports to improve passenger accessibility and level of service between ground transportation and the secure parts of the terminal Project Objectives To develop new concepts for airport terminal landside facilities that: Improve the passenger experience Stimulate innovative design solutions Address the needs of the elderly traveler Are implementable within a 5-10 year time frame
Background Key Assumptions Common-use self-service (CUSS) kiosks will become more widely implemented, especially at U.S. airports Passengers will be able to tag their own check baggage Approximately 80% of the travelling public will obtain boarding passes or check their baggage via SSDs or the Internet; the remainder will use full-service functions at the airport
Key Passenger Processes Key Issues for Passengers Arriving at the Airport Waiting / Queuing Walking / Vertical Transitions Baggage Handling by Passengers Information / Signage / Wayfinding Vehicular Movement / Pickup / Drop-off Safety and Security
TERMINAL INNOVATIONS
Process-based Departures Hall DESCRIPTION The implementation of common-use selfservice (CUSS) allows for the departures hall to be separated into three sections based on check-in processes rather than airlines. The terminal curbside would also be arranged and signed by process. KEY DRIVERS Improve utilization by aggregating demand for all airlines versus the peak and valley of an individual carrier s schedule that results in periods of inactivity Resolve issues associated with disproportionate relationship between a carrier s curbside frontage and ticket counter frontage Reduce or even delay major terminal facility expansion
Process-based Departures Hall DESCRIPTION The implementation of common-use selfservice (CUSS) allows for the departures hall to be separated into three sections based on check-in processes rather than airlines. The terminal curbside would also be arranged and signed by process. ASSUMPTIONS/PREREQUISITES Use of CUSS kiosks Allowance of passenger self-tagging Each terminal must have a single baggage screening system with a sortation system downstream of the screening matrix Customer service agents at SSDs would be provided by airport operator or third party
Process-based Departures Hall DESCRIPTION The implementation of common-use selfservice (CUSS) allows for the departures hall to be separated into three sections based on check-in processes rather than airlines. The terminal curbside would also be arranged and signed by process. ADVANTAGES Improved waiting and queuing with diversity of check-in locations Aggregating demand requires less total check-in positions Improved wayfinding due to focus on three processes versus multiple airlines Passengers only use services they need Increased operational efficiency Enhanced terminal flexibility due to focus on processes that remain constant versus airlines that change
Process-based Departures Hall DESCRIPTION The implementation of common-use selfservice (CUSS) allows for the departures hall to be separated into three sections based on check-in processes rather than airlines. The terminal curbside would also be arranged and signed by process. DISADVANTAGES Requires new way of thinking for passengers (process vs. airline)
Process-based Departures Hall DESCRIPTION The implementation of common-use selfservice (CUSS) allows for the departures hall to be separated into three sections based on check-in processes rather than airlines. The terminal curbside would also be arranged and signed by process. SIMULATION ANALYSIS Airport A 2 million annual enplanements 560 peak hour originating passengers 45 percent reduction in fullservice check-in positions Airport B 7 million annual enplanements 2,100 peak hour originating passengers 40 percent reduction in fullservice check-in positions 30 percent fewer self-service kiosks
Process-based Departures Hall DESCRIPTION The implementation of common-use selfservice (CUSS) allows for the departures hall to be separated into three sections based on check-in processes rather than airlines. The terminal curbside would also be arranged and signed by process. CHALLENGES TO IMPLEMENTATION Need for common bag screening system Willingness of airlines to relinquish some brand identity to improve operational efficiency
Self-service Baggage Check DESCRIPTION Self-service baggage check allows for a one-step system where passengers can obtain a boarding pass and tag their own bags in one location as compared to the current two-step self-service check-in system. KEY DRIVERS Further empower passengers to serve themselves Allow agents to focus on full-service customers and provide a higher level of service Improved staff utilization with roaming agents in self-service area
Self-service Baggage Check DESCRIPTION Self-service baggage check allows for a one-step system where passengers can obtain a boarding pass and tag their own bags in one location as compared to the current two-step self-service check-in system. EXAMPLES Vienna International Airport Munich Airport Both employ a two-step system with agent-staffed baggage drop positions and one-step self-service boarding pass and baggage check kiosks
Self-service Baggage Check DESCRIPTION Self-service baggage check allows for a one-step system where passengers can obtain a boarding pass and tag their own bags in one location as compared to the current two-step self-service check-in system. ADVANTAGES Has potential to allow check-in to occur at almost any location from which it is feasible to transport baggage to the terminal Can be accomplished efficiently since airline agents are not required Remote placement of kiosks would reduce distance passengers have to transport check baggage important for elderly Remote placement could improve nonairline revenue sources at locations such as remote parking
Self-service Baggage Check DESCRIPTION Self-service baggage check allows for a one-step system where passengers can obtain a boarding pass and tag their own bags in one location as compared to the current two-step self-service check-in system. DISADVANTAGES Reduced staffing impacts airlines ability to serve passengers during off-schedule operations Operational impacts on ticket counter take-away belt due to faster processing rates and passenger placing bags directly on the belt Impact of self-tagging on baggage handling system misread rates
Self-service Baggage Check DESCRIPTION Self-service baggage check allows for a one-step system where passengers can obtain a boarding pass and tag their own bags in one location as compared to the current two-step self-service check-in system. CHALLENGES TO IMPLEMENTATION Current security regulations must be changed to allow passenger selftagging Retrofitting existing ticket counters would be required
Self Service Check-In with Assisted Bag Check
Self Service Check-In with Assisted Bag Check 1
Self Service Check-In with Assisted Bag Check 2
Self Service Check-In with Assisted Bag Check 2 2
Self Service Check-In with Assisted Bag Check
Self Service Check-In with Assisted Bag Check 3 3 Bag Drop Belt
Self Service Check-In with Assisted Bag Check Exit from Bag Drop Belt 4
TERMINAL CONCEPTS
Terminal Concepts Departures Hall Main Street Check-in Three Lane Check-in Three Stage Check-in Diagonal Check-in
Main Street Check-in DESCRIPTION Passengers approaching curbside are offered two options: (1) direct to SSCP for those who obtained boarding passes from a remote kiosk or via the Internet; (2) all other passengers (boarding pass, bag check, full-service). ADVANTAGES / DISADVANTAGES Very adaptable to existing departures halls Enables clear and effective curbside separation with fast-track route to SSCP Help Point acts as a back-up to selfservice with additional support from full-service counters Longest walk for BP only passengers
Three-lane Check-in DESCRIPTION Passengers approaching curbside are offered three options: (1) direct to SSCP for those who obtained boarding passes from a remote kiosk or via the Internet; (2) self-service check-in with bag drop; or, (3) full-service agent positions. ADVANTAGES/DISADVANTAGES Further separates passengers according to their service requirements Enables better distribution of curbside traffic Provides a fast-track to the SSCP Full-service counters do not back up the self-service positions Airline support area would be remote from the agent positions Longest walk distance for premium passengers seeking fullservice
Main Street / Three Lane Check-in DFW Terminal Development Program Main Street / Three Lane Check-in Approach DFW Terminal A Concept Combination of Processes Main Street / Three Lane Check-in Approach Process Approach Process Self Service Only
Main Street / Three Lane Check-in DFW Terminal Development Program Premium Check-In SSD Full Service Self Service w/ Bag Drop
Main Street / Three Lane Check-in DFW Terminal Development Program SSD Self Service w/ Bag Drop
Main Street / Three Lane Check-in DFW Terminal Development Program
Three-stage Check-in DESCRIPTION All passengers would enter through a single point and then proceed down a central mall with service offerings on either side, beginning with self-service functions for boarding passes and bag drop, and, finally, full-service counters. ADVANTAGES/DISADVANTAGES Very intuitive wayfinding through logical progression of service offerings Self-service positions are prominent, which would encourage their use Full-service functions are a last resort Requires much greater building depth than traditionally found in terminal buildings Baggage system costs would be much higher than traditional linear arrangements
Directional Check-in DESCRIPTION Variation of traditional European island check-in system that provides similar intuitive wayfinding as a flow-through arrangement but utilizes a traditional linear ticket counter arrangement. ADVANTAGES/DISADVANTAGES Very logical passenger flow and arrangement of service offerings Compatible with many existing departure halls Utilized a traditional baggage conveyor configuration Requires relocation of airline support area to a remote location
Directional Check-in Atlanta South Terminal - Delta
Directional Check-in Atlanta South Terminal - Delta
Directional Check-in Atlanta South Terminal - Delta Agents 46 Kiosk Support 72 Kiosks 30 Curbside 33 181
Directional Check-in Atlanta South Terminal - Delta 43 42 25
Directional Check-in Atlanta South Terminal - Delta Agents 74 Kiosk Support 104 Kiosks 42 Curbside 34 254
Directional Check-in Atlanta South Terminal - Delta 110 75
Directional Check-in Atlanta South Terminal - Delta
Directional Check-in Atlanta South Terminal - Delta
LANDSIDE INNOVATIONS
Landside Innovations Passenger Processing Facilities Adjacent Passenger Processing Facilities On-airport Passenger Processing Facilities Remote Passenger Processing Facilities Curbside Operations Departures Plaza Remote Departures and Arrivals Plaza Drive-through Self-service Bag Drop Plaza
Passenger Processing Facilities DESCRIPTION The relocation of major passenger processing functions commonly located in airport terminal landside facilities adjacent to an existing terminal, or remote from the airport near a major population center. KEY DRIVERS Need to delay major capital projects required to expand the capacity of an existing terminal
Passenger Processing Facilities DESCRIPTION The relocation of major passenger processing functions commonly located in airport terminal landside facilities adjacent to an existing terminal, or remote from the airport near a major population center. ADVANTAGES The ability to check in and check baggage in close proximity to parking Easier wayfinding Vertical transitions could be minimized Using parking facilities for baggage check takes pressure off of existing terminal Allows airport to maintain TSA s 300 foot rule rather than the necessary blast protection mitigation
Passenger Processing Facilities DESCRIPTION The relocation of major passenger processing functions commonly located in airport terminal landside facilities adjacent to an existing terminal, or remote from the airport near a major population center. DISADVANTAGES Landside facilities may be located further away from terminal building Difficult to retrofit existing facilities to accommodate the features that would accompany the facility
Passenger Processing Facilities DESCRIPTION The relocation of major passenger processing functions commonly located in airport terminal landside facilities adjacent to an existing terminal, or remote from the airport near a major population center. CHALLENGES TO IMPLEMENTATION Abandoning existing facilities Transporting passengers and baggage between the processing facilities and terminal
Bag Check Plaza DESCRIPTION Allows passengers to check in for flights, obtain boarding passes, and check bags before proceeding to parking facility or the curbside. KEY DRIVERS Need to decrease congestion on the curbside roadway and departures hall without increasing their physical size Desire to increase customer service
Bag Check Plaza DESCRIPTION Allows passengers to check in for flights, obtain boarding passes, and check bags before proceeding to parking facility or the curbside. CONFIGURATIONS Linear Layout Requires less land than parallel layout More difficult to get into and out of open spaces Parallel Layout Bypass lane allow for easy entry and exit Requires multiple bag belts to accommodate multiple islands Requires more land than linear layout
Bag Check Plaza DESCRIPTION Allows passengers to check in for flights, obtain boarding passes, and check bags before proceeding to parking facility or the curbside. EXAMPLES Hawaiian Airlines Drive-Thru Check-in at Honolulu International Airport
Bag Check Plaza DESCRIPTION Allows passengers to check in for flights, obtain boarding passes, and check bags before proceeding to parking facility or the curbside. ADVANTAGES Relieves passengers from having to carry their baggage from a close-in or remote parking facility to the terminal Reduces curbside roadway congestion associated with passenger drop-off and curbside check-in Increases seating capacity and improve the loading efficiency of shuttle bus services
Bag Check Plaza DESCRIPTION Allows passengers to check in for flights, obtain boarding passes, and check bags before proceeding to parking facility or the curbside. DISADVANTAGES Lower level of customer service as passengers would not be able to speak directly with an airline representative Would need to be constructed in what is likely already a congested area Cost to convey bags from a remote location to the terminal area
Bag Check Plaza DESCRIPTION Allows passengers to check in for flights, obtain boarding passes, and check bags before proceeding to parking facility or the curbside. SIMULATION ANALYSIS A medium-hub airport with a high percentage (77 percent) of POVs 1,200 peak hour enplaned passengers 60 percent of the passengers checking bags requires 12 selfservice positions 40 percent of the passengers checking bags requires 8 self-service positions maximum passenger queues in terminal would be reduced by 50 percent or more
Bag Check Plaza DESCRIPTION Allows passengers to check in for flights, obtain boarding passes, and check bags before proceeding to parking facility or the curbside. CHALLENGES TO IMPLEMENTATION The cost and operational difficulties of transporting baggage from the plaza to the baggage processing area Availability of land to construct the facility Impact on parking space supply Ability to generate enough volume to justify the capital and operational costs
Landside Innovations Love Field Modernization
Landside Innovations Love Field Modernization Drive-Through Bag Check / Valet Goals Reduce Congestion on Upper Level Roadway Make Use of Secondary Roadway Infrastructure Provide High Level of Service Offering Provide Relief Valve for Existing Parking Garages Serve as a Positive Marketing Advantage Process Develop Operational and Spatial Program Based Upon Meetings with Airlines, Airport, and Valet Operator Develop Concepts Which Respond to Criteria Develop Financial Analysis and Launch Strategy for Preferred Option
Landside Innovations Love Field Modernization
Landside Innovations Love Field Modernization
Landside Innovations Love Field Modernization
Landside Innovations Love Field Modernization
ATL Delta Counters DFW Terminal Development DAL - Modernization