January 2017
This publication was produced by Nathan Associates Inc. for review by the United States Agency
for International Development.
DEVELOPING TRAVELER-
FRIENDLY AIRPORTS TO
IMPROVE THE PASSENGER
EXPERIENCE IN THE APEC
REGION
A BEST PRACTICES REPORT
DEVELOPING TRAVELER-
FRIENDLY AIRPORTS TO
IMPROVE THE PASSENGER
EXPERIENCE IN THE APEC
REGION
A BEST PRACTICES REPORT
DISCLAIMER
This
document
is made possible by the support of the American people through the United States
Agency for International Development (USAID).
Its contents are the sole responsibility of
the author
or authors
and do not necessarily reflect the views of USAID or the United States government.
2
CONTENTS
Abbreviations 6
Acknowledgements 7
Executive Summary 8
1. Introduction 9
2. Methodology 11
Criteria for Selecting Pilot Airports 11
On-Site Assessment 11
Passenger Surveys 12
Stakeholder Interviews 13
3. Study Findings 14
Services 14
Technology 15
Facilities 15
Personnel 16
4. Recommended Quality Standards 17
5. Other Takeaways from the Study 19
Appendix 1: Airport Pilot Studies 20
Brisbane International Airport, Australia 21
Airport Background 21
Airport Terminals 22
On-Site Assessment 23
Passenger Terminal Facilities 23
Conclusions 33
Narita International Airport, Japan 36
Airport Background 36
Airport Terminals 36
On-Site Assessment 37
Passenger Terminal Facilities 37
Conclusions 47
Cancun International Airport, Mexico 49
3
Airport Background 49
Airport Terminals 50
On-Site Assessment 52
Passenger Terminal Facilities 52
Conclusions 63
Jorge Chavez International Airport, Peru 65
Airport Background 65
Airport Terminal 65
On-Site Assessment 66
Passenger Terminal Facilities 66
Conclusion 78
Portland International Airport, United States 80
Airport Background 80
Airport Terminals 80
On-Site Assessment 81
On-site assessment of the terminal facilities was conducted from March 18–21, 2016.
Surveys were conducted for Alaska Airlines, Southwest Airlines, and Delta Air
Lines. Passenger Terminal Facilities 81
Conclusions 91
Appendix II: Passenger Processing Times 93
Security Screening Check-Point 94
Immigration Check-Point 94
All Check-Points 95
Appendix III: Passenger Survey Results 96
Most Frequent Survey Responses From the 5 Pilot Airports, (by number of
responses) 96
Appendix IV: Level of Service 97
References 99
4
Illustrations
Images
Image 1. Brisbane International Airport Location 21
Image 2. International Terminal 22
Image 3. Domestic Terminal 23
Image 4. International Terminal Check-In Area 26
Image 5. International Departures Concourse 29
Image 6. International Terminal Concessions Area 29
Image 7. Domestic Baggage Claim 30
Image 8. Domestic Car Park 33
Image 9. Narita International Airport Location 36
Image 10. Departures and Arrivals Curbside Area 39
Image 11. Departures Hall and Check-In Area 40
Image 12. Departures Hall 40
Image 13. Departures Concourse 43
Image 14. Arrivals Concourse 44
Image 15. Arrivals Hall and Meeters-and-Greeters Area 46
Image 16. Aerial View of Cancun International Airport 49
Image 17. Departures Curbside Area (Terminal 2 at left, Terminal 3 at right) 54
Image 18. Check-In Area, Terminal 2 55
Image 19. Check-In Area, Terminal 3 56
Image 20. Boarding Pass and Identification Control, Terminal 2 (left) and Terminal 3 (right)
57
Image 21. Security Control (Terminal 2) 57
Image 22. Departures Concourse, Terminal 2 (left) and Terminal 3 (right) 58
Image 23. Arrivals Concourse 59
Image 24. Baggage Claim 60
Image 25. Departures and Arrivals Curbside Areas 62
Image 26. Jorge Chávez International Airport Location 65
Image 27. Departures and Arrivals Curbside Area 68
Image 28. Check-In Area 69
Image 29. Domestic Arrivals and Departures Halls 70
Image 30. Boarding Pass/Identification Control 71
Image 31. Security Control 72
Image 32. Emigration Control 72
Image 33. Arrivals Concourse 74
Image 34. Immigration Control 75
Image 35. Baggage Claim 75
Image 36. Customs Control Area 76
Image 37. Arrivals Hall and Meeters-and-Greeters Area 77
Image 38. Departures and Arrivals Curbside Areas 77
Image 39. Portland International Airport Location and Surroundings 80
Image 40. Departures Curbside Area 83
Image 41. Check-In Areas, Staffed and Self-Service 84
Image 42. Receptacle for Liquids to Be Discarded Before Entering Security Control 85
Image 43. Food and Beverage Service and Seating Areas 86
Image 44. Playground Inside the Departures Concourse 86
5
Image 45. Local Artwork in Airport Concourses 86
Image 46. Retail Outlet with Produce from Local Farmer’s Market 87
Image 47. APC Kiosks 88
Image 48. MAX Red Line Tram Station 90
Figures
Figure 1. BNE Passenger Arrival and Departure Flows 24
Figure 2. NRT Passenger Arrival and Departure Flows 38
Figure 3. Airport Access Roadway System 47
Figure 4. Terminal 1, Level 1 (left) and Level 2 (right) 50
Figure 5. Terminal 2, Level 1 (left) and Level 2 (right) 51
Figure 6. Terminal 3, Level 1 (left) and Level 2 (right) 52
Figure 7. CUN Passenger Arrival and Departure Flows 53
Figure 8. LIM Passenger Arrival and Departure Flows 67
Figure 9. Terminal Map 81
Figure 10. PDX Passenger Arrival and Departure Flows 82
Table
Table 1: IATA Levels of Service 97
6
ABBREVIATIONS
APC automated passport control
APEC Asia-Pacific Economic Cooperation
ASUR Grupo Aeroportuario del Sureste
BAC Brisbane Airport Corporation
BNE Brisbane Airport
CUN Cancun International Airport
IATA International Air Transport Association
LAP Lima Airport Partners
LIM Jorge Chavez International Airport, Lima
NRT Narita International Airport
PDX Portland International Airport
TFI Travel Facilitation Initiative
TWG APEC Tourism Working Group
TSA U.S. Transportation Security Administration
USD U.S. dollar
US-ATAARI US-APEC Technical Assistance to Advance Regional Integration
VIP preferred passenger (literally, very important person)
Wi-Fi wireless Internet connection
7
ACKNOWLEDGEMENTS
This study was conducted by a team of consultants including Rafael Enriquez, Alejandro
Schwedhelm, Tim Schneiter, and Bingham Parkinson of Nathan Associates, Inc., with assistance
from project overseers Nadira Mailewa and Victoria Waite of the US-APEC Technical
Assistance to Advance Regional Integration (US-ATAARI) activity
1
and Jennifer Aguinaga from
the Department of the National Travel and Tourism Office, United States Department of
Commerce.
We would like to thank the representatives from the five APEC (Asia-Pacific Economic
Cooperation) economies who assisted in nominating the five selected airports—Brisbane
Airport, Cancun International Airport, Jorge Chavez International Airport (Lima), Narita
International Airport, and Portland International Airport—as well as the personnel of the
airports themselves for their generous assistance and support in facilitating the site visits and
interviews that made this study possible.
1
US-ATAARI is a joint project of the U.S. Agency for International Development, U.S. State Department and the Asia-Pacific
Economic Cooperation (APEC) forum
8
EXECUTIVE SUMMARY
This best practices report is based on a series of in-depth assessments carried out by a team of
aviation sector technical experts led by Nathan Associates, Inc. (the Experts) in five volunteer
airports in the APEC (Asia-Pacific Economic Cooperation) region:
• Brisbane International Airport, Australia;
• Narita International Airport, Japan;
• Cancun International Airport, Mexico;
• Jorge Chavez International Airport, Peru; and
• Portland International Airport, the United States.
These airports were nominated by APEC members using selection criteria that were developed
in close consultation with APEC Tourism Working Group (TWG) members. They have all
achieved world recognition for their traveler friendliness and are diverse in terms of geography
and in terms of:
• Size (passenger traffic);
• Function (transfer point or origin/destination, international or domestic); and
• Types of users (business or leisure travelers).
This report contains the findings of field assessments conducted between February 9 and April
8, 2016. Considered a crucial aspect of determining what constitutes a favorable passenger
experience, the objectives of the field assessments were to gain an in-depth understanding of
international/domestic and arrival/departure passenger process flows and to observe services
that are provided to passengers throughout the airport.
Through these on-the-ground assessments, the Experts were able to identify key factors that
could impact passengers’ perceptions of traveler friendliness in this diverse range of airports.
Based on these findings, a comprehensive list of traveler-friendly quality standards was
developed that airports in the APEC region can use to prioritize the issues they need to address
in order to improve existing services and/or develop new systems. These standards are
presented in Chapter 4 in the form of a checklist that airports can use to evaluate their level of
traveler friendliness and establish goals and strategies to achieve all of the standards in the near
future.
9
1. INTRODUCTION
The movement of travelers across the Asia-Pacific region for business and leisure is vital to
economic growth. Tourism represents a special type of cross-border supply chain in which a
variety of services are supplied to meet the requirements of increasing international traveler
flows.
The Asia-Pacific region represents the world’s biggest passenger aviation market. The
International Air Transport Association (IATA) has forecasted that Asia-Pacific passenger traffic
will grow by an average of 5.7% compound annual growth rate, with the region expected to add
around 300 million passengers by the end of 2017. Traffic within the Asia-Pacific region will
represent 31.7% of global passengers in 2017, up from 28.2% in 2012. IATA also predicted that
the number of air travelers around the world will grow from 2.4 billion in 2010 to 16 billion by
2050, with much of this growth expected to occur in the Asia-Pacific region. The APEC (Asia-
Pacific Economic Cooperation) region is also home to some of the world’s busiest airports.
Airports Council International statistics ranked 38 airports in the APEC region in the top 50 in
terms of passenger movement.
Given the growing economic importance of travel and projected increases in traveler volume in
the region, APEC developed the Travel Facilitation Initiative (TFI) in 2011 as a framework to
expedite the flow of large numbers of people, including efforts to expedite departures and
arrivals for international passengers at ports of entry in the region. The overarching goal of the
TFI is to enable more efficient, more secure, and less stressful travel. The TFI is also aligned with
other policy frameworks, such as the APEC Connectivity Blueprint, which aim to promote
connectivity in the APEC region.
Under the Airport Partnership Program pillar of the TFI, APEC members agreed to explore the
potential for establishing a comprehensive, coordinated program in which government and
private-sector stakeholders can work together to showcase best practices and promote safe and
secure travel for business and leisure travelers. This also supports APEC’s broader goals of
promoting economic growth in the region by increasing the tourism potential of developing
economies, which in turn will create new economic opportunities and jobs and encourage local
entrepreneurship.
In 2015, the United States sought funding for an APEC project titled Developing Traveler-Friendly
Airports to Improve the Passenger Experience in the APEC Region. This initiative is in line with the
Macau Declaration, in which APEC Tourism Ministers encouraged TWG members to continue
to implement the TFI and work to make travel more accessible, convenient, and efficient while
maintaining and enhancing secure travel. The specific objectives of the project are as follows:
• Share best practices that contribute to creating a traveler-friendly airport, and develop
recommendations for implementing these practices across the Asia-Pacific region.
• Develop recommendations for improving the traveler-friendliness of airports across the APEC
region. These recommendations will be included in the Best Practices Report and will inform
the components of the proposed scorecard.
10
• Provide a guide for beginning the process of improving both the travel experiences of
passengers, from the time they arrive at the airport through takeoff, and overall airport
operations through new technologies, operational efficiencies, or other means—such as
trusted-traveler programs, automated passport control (APC) and Advanced Passenger
Information (API)/Passenger Name Record (PNR)—which could reduce wait times and/or
improve passenger experiences while maintaining and enhancing security.
• Improve perceptions of APEC airports in order to increase travel to and within the APEC
region. For example, a traveler-friendly airport can create a positive image of the destination
itself and therefore increase travel (and repeat travel) to the destination and the region as a
whole.
The project aims to identify traveler-friendly quality standards that can be implemented across
multiple APEC economies to improve traveler friendliness in airports. For a traveler, the airport
is a gateway, creates a first impression, and is an economic and cultural showcase. It is an
instrument of hospitality, yet stressful entry processes often create an uncomfortable
experience. In some airports across the region, there is a lack of efficiency that affects leisure
and business travelers, including long security and immigration lines. The goals of security and
hospitality do not have to be in conflict.
To this end, an analytical study was conducted with the objective of developing best practices,
recommendations, and quality standards that, if implemented by airports, will improve the travel
experience for passengers as well as overall airport operations. A team of aviation technical
experts worked closely with government and private-sector stakeholders of five airports in
APEC economies to highlight best practices that exist in these airports that create a welcoming
environment for travelers; through this approach, they developed practical guidelines that can be
used to enhance the airport visitor experience.
The project culminated in a one-day workshop where the results of the study were presented
to APEC TWG members and public- and private-sector stakeholders in the aviation and tourism
industries. The workshop provided opportunities to share experiences and build useful
networks between industry and government to enable future cooperation and capacity building.
This report presents the findings of the study and is organized as follows. The next section
details the methodology used to conduct the analysis. Section 3 presents study findings, detailing
the information gathered through stakeholder interviews and passenger surveys, and factors that
were identified during the site assessments as making a significant contribution to these airports’
success in the area of traveler friendliness. These factors, and the corresponding quality
standards, fall into four broad categories:
• Services;
• Technology;
• Facilities; and
• Personnel.
Section 4 draws on the traveler-friendly factors identified in the study to recommend quality
standards that APEC economies can use to determine which issues and challenges they need to
prioritize in order to improve the traveler friendliness of their airports. Section 5 identifies
other key factors for improving an airport’s perceived traveler friendliness, and is followed by
detailed appendices on each airport’s individual assessment; passenger processing times;
passenger survey results; and additional information on level of service.
11
2. METHODOLOGY
The objective of the study was to highlight technologies and processes that enhance an airport’s
traveler friendliness. Five airports were chosen for study in a formal process in which APEC
TWG members were invited to select and nominate airports based on agreed selection criteria.
CRITERIA FOR SELECTING PILOT AIRPORTS
Airports were chosen for their diversity in the following categories:
• Size—large, medium, small, or non-hub classification
2
;
• Function—origin/destination traffic or transfer traffic; primarily international or domestic
travel; and
• Type of users—business or leisure travelers.
In addition to this, each airport that was identified by APEC economies was expected to have
achieved world recognition in one or more elements of traveler friendliness, such as:
• Transportation and connectivity (including availability of public transport connections, parking,
and rental car services);
• Operational efficiency (including check-in and security wait times);
• Facility conditions (including cleanliness, signage, and ease of movement); and
• Availability of services (including restaurants, lounges, shopping, customer service, and
restrooms).
Five airports were selected for the study:
1. Narita International Airport, Japan;
2. Jorge Chavez International Airport, Peru;
3. Brisbane Airport, Australia;
4. Cancun International Airport, Mexico; and
5. Portland International Airport, USA.
ON-SITE ASSESSMENT
A team of aviation field experts conducted analyses in the five selected airports. The analytical
framework developed for the assessment covered the following topics:
• Transportation connections;
• Operational and passenger-processing efficiency;
2
Size as determined by the Federal Aviation Administration (FAA)
2
and the Aerodrome Reference Code as identified by the
International Civil Aviation Organization and based on passenger enplanements
12
• Connecting times and walking distances;
• Level of service; and
• Customer satisfaction ratings.
The on-site assessment of the selected airports was conducted between February 9 and April 8,
2016. The assessment focused on international/domestic and arrival/departure passenger flows
and services provided to passengers throughout the airport, and sought answers to the
following questions:
• What services were provided by the airport, airlines, and federal agencies to enhance
passengers’ travel experiences?
• How did the airport, airlines, and federal agencies interact with passengers to provide a
positive experience?
• What were the processing times at each processing point?
• What services or technologies were used to expedite passenger processing?
• Were the facilities clean and orderly?
• Were enough amenities (including restrooms, baby-changing areas, water fountains, seating,
elevators and escalators, prayer and reflection rooms, children’s play areas, quiet zones, and
circulation spaces) provided for passengers?
• Were adequate retail and food and beverage options provided to meet travelers’ needs?
• How did the airport, airlines, and federal agencies handle concerns raised by passengers?
Processing times were also surveyed at all major passenger-related service checkpoints,
including:
• Check-in (for both international and domestic departures);
• Security control;
• Emigration (outbound);
• Immigration (inbound); and
• Customs control.
To evaluate these, appropriate processing times were determined to be as follows: 3 minutes
for international check-in, 2 minutes for domestic check-in, and 3 minutes each for security
control, emigration and immigration, and customs control.
Processing times for at least 100 passengers were meassured at each processing point.
Processing times were measured during both peak and off-peak periods. At the check-in
facilities, the Experts surveyed at least two major airlines operating at each airport. Surveys
were compiled for domestic and international flights and included processing times for various
service classes (first, business, and economy) as well as different check-in procedures (self-
service versus staffed).
PASSENGER SURVEYS
In order to obtain a sound appreciation of which factors affect airport users’ perception of
traveler friendliness, the team also conducted passenger surveys. Each participating passenger
was asked two questions:
13
1. Which aspect of this airport made your experience more pleasant?
2. In which area could this airport improve your experience further?
3
The survey responses were a key element in the determination of the traveler-friendly quality
standards.
STAKEHOLDER INTERVIEWS
In order to attain further knowledge about operational practices that have helped the airports
excel in the area of traveler friendliness, the team also conducted interviews with multiple
stakeholders at each airport. The stakeholders interviewed at each airport included the
following:
• Manager or director of airport operations;
• Staff or manager working in concessions (retail tenant);
• Information-technology staff working on passenger information systems such as
arrivals/departures data displays;
• Terminal operations staff, including, where relevant, private-sector baggage handlers;
• Staff or managers working in security control and immigration;
• Representatives of the key airlines serving the airport; and
• Managers of ground transportation and parking operations.
Interview questions varied depending on the stakeholder’s position and role.
3
Responses to the second question were kept confidential.
14
3. STUDY FINDINGS
Factors contributing to these airports’ successes in the area of traveler friendliness fall into four
main categories:
1. Services
2. Technology
3. Facilities
4. Personnel
Each is discussed in turn below. More information and additional detail of the study’s findings
can be found in the appendices:
• Appendix 1 includes a detailed analysis of each of the nominated airports in these
categories.
• Appendix II summarizes the processing times at the five airports.
• Appendix III includes a summary of the passenger survey responses.
SERVICES
• The availability of free and reliable Wi-Fi (wireless Internet connection) was highlighted as the
most impactful traveler-friendly feature in airports that provided it.
• The availability and accessibility of commercial services (food and beverage and retail outlets)
at prices comparable to local market prices (or “street” prices) was highlighted as a critical
component to improve passenger experience.
• The availability and accessibility of charging stations or outlets was perceived as a highly
convenient feature across all five airports.
• The availability of other amenities such as VIP (preferred passenger—literally, very important
person) lounges, showers, and spa/massage services were highly regarded as passenger-
friendly features, particularly in airports with a large share of international transfer travelers.
• Parking availability and options (short- and long-term) form a key passenger-friendly feature
for those passengers for whom the airport is their point of origin.
• A wide variety of ground transportation services in terms of price, frequency, and mode
(including buses, shuttles, taxis, collective taxis, luxury taxis, car rental services, and public
transport) is an important factor affecting traveler friendliness.
• Services that expose cultural attributes from the airport’s member economy, such as local
food/retail options or local musicians performing at the terminal, tend to be a highly regarded
traveler-friendly feature.
• Airport provision of affordable tourist activities near the airport can effectively attract
passengers with long layovers.
15
TECHNOLOGY
• Free wireless connectivity with a wide bandwidth is becoming an aviation-industry standard,
and therefore, it is important that airports aiming to improve traveler friendliness provide it.
• Availability of self-check-in kiosks and APC kiosks improves passenger processing times
significantly.
• Common-use technology
4
allows greater flexibility in how airport facilities are allocated and
shared by airlines to handle fluctuating passenger flows more effectively.
• Reliable and easy-to-find flight information display screens and terminal maps were frequently
mentioned as traveler-friendly features during interviews and passenger surveys.
• Other wayfinding and airport information technology systems, such as interactive information
kiosks and mobile applications, were also mentioned as traveler-friendly features during
interviews and passenger surveys.
• A state-of-the-art airport resource management system
5
that is integrated with the airport’s
operational database and provides real-time, quickly updated flight, baggage, and gate
information that provides live information to passengers provides support to passengers
especially when faced with unexpected delays.
FACILITIES
• Cleanliness was the facility-related factor most frequently highlighted during the passenger
surveys as a key traveler-friendly feature.
• An airport terminal layout that made it easy for passengers to get around and that required
passengers to walk less was another frequently highlighted facility-related factor. Passengers
tend to find it stressful and inconvenient to walk long distances or make time-consuming
ground transport connections, especially when connecting to another flight. Simple and
compact terminal layouts, with a design that minimizes the feeling of crowdedness (e.g., high
ceilings and queuing spaces that do not conflict with other passenger flows), have a significant
impact on passengers’ perceptions of a layout as friendly.
• A sufficient number of restrooms was also frequently mentioned as a traveler-friendly feature
during interviews and passenger surveys.
• Passengers appreciated the presence of drinking fountains and water-filling stations by each
bathroom.
• Improved curbside safety and order through safe roadway crossings and exclusion of informal
vendors significantly impacted passengers’ perceptions of safety.
4
Common-use equipment consists of a common interface for airline ticketing counters, which allows multiple airlines to allocate
counters according to each airline’s peak traffic management needs. Examples include terminal equipment and the more recent
passenger processing system, which was introduced by IATA in 2009 to simplify common-use implementation (Future Travel
Experience 2014).,).
5
The resource management system helps airports coordinate all of their functions in real-time in case of delays or unforeseen
events. It also allows providers, authorities, commercial service concessionaires, and most airport employees to have access to a
system that provides real-time updates so that on-the-ground handling operations can react more effectively to enable more on-
time departures.
16
• Features that make an airport unique, such as a carpet with a unique design or local artwork
displays, can impact passengers’ perceptions of traveler friendliness.
PERSONNEL
• Frequent communication among airport staff and stakeholders was identified in the
stakeholder interviews as the strongest contributing factor to excellence in customer service.
Airport stakeholders credited monthly or weekly staff meetings for each department or each
project or initiative as a key contributor to good communication and working dynamics across
departments and other staff employed within the airport.
• Requiring all airport employees and officers to receive customer service training was
highlighted by stakeholders as a successful way of promoting a customer-friendly culture.
• And, because customer service is highly regarded as a key element of traveler-friendliness
Airports can make it a top priority by allocating resources to undertake the following tasks on
a regular basis:
Perform regular research to better track and measure customer preferences and needs.
Work with airport staff, airlines, concessionaires/tenants, and operators to develop,
institute, evaluate, and manage programs aimed at providing the highest level of customer
satisfaction.
Recognize employees excelling in customer service though awards (such as a
complementary airport service for a period of time), and generally treat employees well.
Recruit local volunteers to implement “airport ambassador” programs that enhance
customer service.
Encourage airport employees to display unique cultural traits that are highly regarded by
passengers.
17
4. RECOMMENDED QUALITY
STANDARDS
Based on the study’s findings, a list of traveler-friendly quality standards has been identified to
help airports in the APEC region improve traveler friendliness. These standards are provided on
the following page in the form of a checklist that can be used to evaluate an airport’s current
level of traveler friendliness and to establish goals and strategies for future improvements.
18
Traveler-Friendly Quality Standards
Services
Free wireless connectivity with a wide bandwidth
Charging stations and outlets readily available at each gate
Diverse, reasonably priced retail and food and beverage options, including regional and local
products
VIP lounges and spa service areas
Multiple transportation options including car rentals, taxis, and mass transport (bus, shuttle, and
collective taxi) with frequencies under 15 minutes
Easily accessible short- and long-term parking
Short and affordable tourist activities for passengers with long layovers
Technology
Self-check-in kiosks
APC kiosks
Interactive information kiosks and/or an airport information mobile app
Flight information displays and terminal maps at each node within the terminal
Common-use technology
Resource management system
Facilities
Facility consistently rated as “clean” by passengers
Moving walkways in long concourses
Checkpoint queues that do not obstruct other passenger flows
High tables in post–security control areas for passengers who do not want to sit
Sufficient restrooms in each terminal area
Drinking fountains and water filling stations outside each restroom
Local art displays throughout the terminal
Road safety features such as raised crossings and strict speed limits (15 km/hour)
Terminal design that
Minimizes walking distances
Showcases local cultural assets
Incorporates high ceilings
Provides sufficient sunlight
Personnel
At least weekly staff meetings for each airport department
At least weekly staff meetings for project/initiative participants
At least biannual all-airport staff meetings
Airport staff recognition program
Monthly passenger satisfaction surveys administered by the airport
Display of at least one distinctive local cultural activity, such staff joining to bow and wave to a
departing aircraft, staff wearing the jersey of a local sports team, or performances by local
musicians
19
5. OTHER TAKEAWAYS FROM
THE STUDY
The study required the assessment of both qualitative and quantitative factors in order to
determine which practices can more effectively lead to significant improvements in an airport’s
level of traveler friendliness.
On-site facility assessments typically concentrate on how quickly passengers are processed
through specific passenger checkpoints. While this is important, a passenger-friendly airport also
provides a positive experience by engaging and assisting passengers in all processing areas. This
may result in a slightly longer processing time, but this should by no means reflect on the
airport’s processing ability.
During the process of identifying the most relevant traveler-friendly factors, the Experts were
careful to take into account cultural differences in perceptions of traveler friendliness. Airports
throughout the world are impacted by different social, demographic, geographic, cultural, and
economic microsystems, and each embodies a specific set of characteristics that is reflected at
each airport and projected to the passengers.
Whether an airport caters primarily to leisure or business travelers also plays a vital role in how
an airport is deemed traveler-friendly. An airport that is located in a tourist destination will
typically experience more friendly passengers due to the fact that the majority of them are on
vacation and are not as concerned with processing times and state-of-the-art technology. In
comparison, a major hub airport in a large metropolitan city that caters primarily to business
travelers is less likely to be seen as traveler-friendly if it has frequent long wait times, limited
technology, and outdated facilities. Different cultures and types of passengers may have different
priorities when it comes to what makes an airport traveler friendly.
Many aspects that should be considered when identifying an airport as traveler-friendly go well
beyond processing times and level-of-service classifications (see Appendix IV). Although these
aspects and the resulting microsystems could be further defined and evaluated, this was not
considered the objective of this study. And, while level of service and processing times were
evaluated, the Experts relied on a multitude of other factors as well in conducting the five
airport assessments. The Experts determined the traveler-friendly quality standards based on a
diverse mix of objective and subjective factors that were consistently identified as most
impactful in affecting traveler friendliness at the different airports.
20
APPENDIX 1: AIRPORT PILOT
STUDIES
BRISBANE INTERNATIONAL
AIRPORT, AUSTRALIA
AIRPORT BACKGROUND
Brisbane International
Airport (BNE, Image 1) is
the primary international
airport serving Brisbane
and Queensland and a
major gateway to Australia.
In 1997, as part of the
privatization of numerous
Australian airports, BNE
was acquired for $1.4
billion from the Federal
Airports Corporation by
Brisbane Airport
Corporation (BAC) under
a 50-year lease (with an
option to renew for a
further 49 years). Since
then, BAC has assumed ultimate responsibility for the operations of BNE, including all airport
infrastructure investment, with no government funding. BAC's shareholders are major
Australian and international organizations and institutional investors.
BNE is the third busiest Australian airport in terms of aircraft movements. It serves 28 airlines
flying to 45 domestic and 28 international destinations; in 2015 alone, more than 22 million
passengers traveled through the airport. In 2015, an OAG
6
report named BNE the fourth-best-
performing medium-sized airport in the world for on-time performance with 88.31% of arrivals
and departures occurring within 15 minutes of their scheduled times (OAG 2016).
BNE is a major port for several airlines, including Virgin Australia and both Qantas and its low-
cost subsidiary Jetstar. Tigerair Australia also opened a base at BNE on March 11, 2014. BNE is
the most connected airport in Australia with the highest number of domestic destinations in its
network. It is also home to Qantas’s A330 heavy maintenance facility. Virgin Australia has a
smaller maintenance facility at the airport to service its 737 fleet. QantasLink and Alliance
Airlines also conduct maintenance at BNE.
BNE is consistently recognized as a leading airport, and has received several awards. It was
voted Best Airport in the World (Australia/Pacific regions), achieving fourth place for Best
Airports in the World (servicing 20–30 million passengers), and was ranked 17
th
in Skytrax’s
World’s Top 100 Airports list doe 2016. BNE was also named Capital City Airport of the Year
6
OAG is an air travel intelligence agency based in the United Kingdom.
Image 1. Brisbane International Airport Location
Map data: Brisbane Airport Corporation.
22
for 2014 and 2015 in the Australian Airports Association’s National Awards, and has been rated
as Australia’s number-one airport for quality of service for 12 years (2005–2016) in an
Australian Competition and Consumer Commission survey.
Its recently redeveloped International Terminal won the Queensland Architecture Award. In
2005, BNE was awarded the IATA Eagle Award, one of only two Australian airports to receive
it. BNE was also the host airport for the 2014 Group of 20 leaders’ summit, facilitating the
arrival and departure of 26 world leaders and their associated entourages and more than 70
aircraft with 100% safety and security and exceptional on-time performance.
AIRPORT TERMINALS
The airport has two main passenger terminals (international and domestic), a logistics apron, a
general aviation terminal, one main runway, and one smaller cross-runway. Located in the heart
of the Australia Trade Coast precinct, BNE is positioned at the intersection of air, road, rail, and
shipping, just 8 km from the Brisbane CBD. It is accessible from all directions by the Gateway
Motorway M1, the Southern Cross Motorway, East West Arterial M7, Inner City Bypass, and
Clem 7. Airtrain rail services link both terminals to the wider Queensland Rail City network.
International Terminal
The international terminal (Image 2), built in 1995, has 12 gates and is capable of handling A380
aircraft. The terminal has four levels: Level 1 houses airlines, baggage handlers, and tourism
operators; Level 2 handles arrivals; Level 3 handles departures; and Level 4 handles check-in.
Image 2. International Terminal
Source: Brisbane Airport Corporation.
Domestic Terminal
The domestic terminal (Image 3) is a two-level curved building with three satellite piers
extending beyond the building, providing additional passenger lounge and gate facilities.
Image 3. Domestic Terminal
Source: Brisbane Airport Corporation.
The domestic terminal has three distinct areas, serving Qantas and Qantas Link at the northern
end of the building; Virgin Australia at the southern end; and other carriers including Jetstar,
Tiger Airways, and JetGo in the central area. The Qantas concourse has nine gates equipped
with three lounges—the Qantas Club, Business Class, and Chairman’s Lounge. Virgin Australia’s
concourse has 12 aircraft parking locations, six of which are served by bridges (all single
bridges). It has one lounge, the Virgin Australia Lounge, located opposite Gate 41. Remote
aircraft parking is located to the north and south of the building (for non-jet aircraft) and in the
central area (for jet aircraft).
ON-SITE ASSESSMENT
From February 15–18, 2016, an on-site assessment of BNE’s operations and facilities was
conducted. The assessment included interviewing BNE staff, airline staff, security staff, as well as
staff from other airport operators. The assessment also included conducting time surveys of
airline check-in and processing, security control, customs control, immigration control, and
emigration controls. To reduce any biases, surveys were conducted during both peak and off-
peak periods.
The assessment focused on BNE’s two dominant airlines, Qantas and Virgin Australia, and
separate surveys were conducted for domestic and international flights and reviewed processing
times for various classes of services and the two different check-in procedures. The results of
the assessment are described below.
PASSENGER TERMINAL FACILITIES
Figure 1 provides a depiction of passenger flows at both BNE terminals.
24
Figure 1. BNE Passenger Arrival and Departure Flows
Source: Nathan Associates, Inc.
Departures Passenger-Processing Areas
International Terminal
Departing passengers enter the international terminal at Level 4 and proceed to the flight check-
in area, which is accessible by passengers as well as visitors. Once checked in, the departing
passengers proceed to Level 3 and pass through security control and then emigration control.
At security control, passengers place all carry-on items on a conveyor that carries them through
a baggage-screening device. They then proceed through a walk-through metal detector, collect
their belongings, exit the security area, and proceed to emigration control. There, they may use
a self-service kiosk or a staffed counter to provide their passports for travel authorization. Once
cleared, they exit into a retail duty-free area prior to reaching the departures concourse.
The recently redeveloped international departures concourse provides a wide variety of
shopping, dining, and other services for passengers, including a duty-free shop, gift shops, fashion
stores, dining facilities, and a currency exchange kiosk.
Domestic Terminal
Passengers enter the domestic terminal at Level 1 and proceed to the check-in area, which
contains self-service kiosks and staffed counters. This area is accessible to both passengers and
visitors. Once checked in, passengers proceed to security control, where they place all carry-on
items on a conveyor that carries them through a baggage-screening device. They then proceed
through a walk-through metal detector, collect their belongings, exit the security area, and
proceed to the airline gates.
Departures Curbside
International Terminal
The terminal curbside extends the entire length of the terminal on Level 4. The access roads
provide excellent access from the airport entrance to the terminal.
• Lane 1, closest to the terminal, is used for passenger drop-off. It is accessible by all types of
vehicles, including private cars, taxis, and public ground transportation vehicles.
• Lane 2 is a dedicated bypass lane and is located furthest from the terminal facility; no vehicle is
authorized to stop in this lane.
Domestic Terminal
The terminal curbside extends the entire length of the terminal. A ground-level roadway system,
including four one-way roads, serves as the primary access point for all passengers arriving and
departing the terminal.
• Road 1, located closest to the terminal, is allocated to taxi pickup and terminal transfer
buses.
• Road 2 is allocated to taxi drop-offs.
• Road 3 is allocated to ground transportation operators such as limousines and other buses.
• Road 4 is allocated to general passenger drop-off and pickup and has three lanes. Lane 1 is a
passenger drop-off and pickup lane. Lane 2, located furthest from the terminal, is a bypass lane
with no stopping or parking allowed. Lane 3 provides additional direct access to short-term
parking.
Observations
• The landside transportation access and curbside areas were adequate for airport operations.
• Baggage trolleys were available for arriving and departing passengers. Airport staff promptly
collected unused trolleys and returned them to the terminal facility.
26
Terminal Entrance/Boarding Pass Control
International Terminal
The terminal has several entrances, all of which are open to the public. Entrances on Level 4
serve the international check-in area. No identification or travel document is required to enter
the terminal, and no security screening is conducted at this location. Exits on Level 1 are
allocated to international arriving passengers but also allow access to the meeters-and-greeters
area, where individuals and visitors can wait for arriving passengers. .
Image 4. International Terminal Check-In Area
Source: Nathan Associates, Inc.
Domestic Terminal
The terminal has several entrances, all of which are open to the public and located on Level 1,
serving both departing and arriving passengers. No identification or travel document is required
to entering the terminal, and no security screening is conducted at this location.
Observations
• No security checks were required to enter either of the terminals.
• The number of entrances was adequate to efficiently accommodate passengers entering both
terminals.
Departures Hall/Check-In
The entrance to the international terminal on Level 4 leads directly into the departures hall and
check-in area, where both self-service kiosks and staffed counters are available for check-in.
Similarly, the entrance to the domestic terminal on Level 1 leads to the departures hall and
check-in area, with the same self-service staffed check-in options.
Observations
• Facilities were clean and very well maintained.
• Cleaning staff were always present.
• No substantial delays or lengthy queues were observed; processing times were deemed
appropriate.
• Information counters were present in the check-in area and sufficiently staffed.
• Agents were proactive, knowledgeable, friendly, courteous, and helpful to passengers.
• At the Jetstar check-in, passengers were primarily leisure travelers; agents were friendly,
courteous, and helpful to passengers.
• At the Virgin Australia check-in, agents were professionally dressed, proactive, knowledgeable,
friendly, courteous, and helpful to passengers; counters were sufficiently staffed; queuing
lengths and waiting times were acceptable.
Well-Wishers Area
In both the international and domestic terminals, once check-in has been completed, departing
passengers proceed to the well-wishers area, which allows passengers to reconnect with
acquaintances prior to security checkpoints to in the departure hall. Passengers and visitors can
then proceed to a public retail and concession area.
Observations
• All public areas are accessible to passengers and well-wishers.
• There is adequate public seating and retail space in both terminals.
• Facilities were exceptionally clean.
Boarding Pass and Identification Control
In the international terminal, departing passengers, after completing check-in, proceed via
escalator or elevator to the security control area on Level 3, and from there to emigration. In
the domestic terminal, after check-in, passengers proceed directly to security control.
Observations
• No congestion was observed during the time of the survey.
• Security personnel were considered friendly, courteous, and helpful.
• A free mobile application is available that provides flight arrival and departure information and
allows passengers to complete the required international departure card online. Once the
card has been completed, passengers receive a QR code (matrix barcode) that they can scan
and print at the airport.
Security Control
International Terminal
The security control process involves a comprehensive screening of all departing passengers and
their belongings by means of a walk-through magnetometer, baggage screening devices, and in
some cases also the use of handheld magnetometers. Once hand-held baggage and personal
belongings have been screened, passengers may also be subjected to a random explosive-trace-
detection screening or a manual search.
After clearing the security control area, passengers enter the emigration control area.
28
Domestic Terminal
After completing the boarding pass and identification control procedures, passengers
immediately enter one of three security checkpoints. The security checkpoint serves as the
boundary between the landside and airside operations; the process is the same as that described
for the international terminal.
After clearing the security control area, passengers enter the secure departures zone.
Observations
• Security personnel were considered friendly, courteous, and helpful.
• No substantial delays or lengthy queues were observed; processing times were deemed
appropriate.
• When required, secondary screening included a manual search using a handheld
magnetometer.
Emigration—Outgoing Passport Control
The emigration control area offers both staffed counters and self-service e-gates, at which
passengers with chip-embedded passports can scan their passports and then proceed to an
identification port to be photographed. Once the photograph is matched with the passport
photo, a gate opens and the passenger proceeds directly to the retail area and departures
concourse.
Three queuing areas are provided: one for general passengers, one for airport employees, and
one for airline crew and diplomats.
Observations
• Passenger processing times were acceptable.
• There was limited to no congestion.
• Agents were considered friendly, courteous, and helpful.
• Airport volunteers were available to assist passengers.
Departures Concourse
Both the international (Image 5, Image 6) and domestic departures concourses have multiple
retail and food and beverage operators. The international departures concourse also has duty-
free shopping.
The airside sections of both the international and domestic terminals offer specialty stores and
food and beverage operators, as well as dedicated restrooms for passengers with assistance
animals. In addition, duty-free shops, advertising, and airline lounges are available in the
international terminal.
Image 5. International Departures Concourse
Source: Nathan Associates, Inc.
Image 6. International Terminal Concessions Area
Source: Brisbane Airport Corporation.
Observations
• Sufficient duty-free, retail, and food and beverage options are provided in the departures areas
and concessions areas of both terminals.
• There was limited to no congestion and, lounges were large enough to accommodate
allocated flights.
• All areas in the departures concourses were very clean and welcoming.
• Adequate restrooms and other passenger amenities were provided.
• BNE offers passengers 1 gigabyte per day of free Wi-Fi throughout the international terminal
and in the central area of the domestic terminal.
• BNE has made significant investments in concession development.
• BNE continues to research what passengers want in retail options.
• BNE provides cultural and sales training for the concessionaires.
30
Arrivals Passenger-Processing Areas
International Concourse
Arriving international passengers are separated into three categories based on whether they
hold a passport from (1) Australia, New Zealand, Nauru, or Papua New Guinea; (2) another
APEC member; or (3) any other origin.
Citizens and residents of APEC economies are directed to use the self-service immigration
kiosks, while the other passengers are directed to a staffed counter. BNE uses airport
volunteers in the international arrivals areas to assist passengers and defuse potential problems
before they occur. After clearing immigration, passengers retrieve their checked bags and
proceed to a customs agent for processing. After clearing customs, passengers exit into the
arrivals area.
Domestic Concourse
Arriving domestic passengers are directed to baggage claim (Image 7).
Image 7. Domestic Baggage Claim
Source: Brisbane Airport Corporation.
Observations
• The landside access and curbside areas for both terminals were very well managed.
• Baggage trolleys were available for arriving passengers.
• Airport staff promptly collected baggage trolleys and returned them to the terminal facilities.
• Information counters were highly visible and well-staffed with knowledgeable workers.
Immigration—Incoming Passport Control
Immigration control is separated into four categories:
1. Crew, diplomats and passengers requiring special assistance;
2. Holders of e-passports (i.e., passports with an embedded electronic chip) from
Australia; Canada; China; Hong Kong, China; Japan; New Zealand; Singapore; the United
States; Great Britain; Ireland; Macedonia; and Switzerland;
3. Holders of passports without an embedded electronic chip from the same economies or
countries included in group 2;
4. All other international passengers.
Holders of e-passports are directed to one of 10 self-service kiosks to scan their passports and
flight information. Once accepted, they enter a station where they are photographed and their
biometrics are compared to the passport information. Once cleared, passengers gain entry to
the baggage claim area.
All other passengers are processed through 12 staffed immigration counters.
Observations
• No substantial delays or lengthy queues occurred in immigration control; processing times
were deemed appropriate.
• Agents were consistently knowledgeable, friendly, courteous, and helpful to passengers.
• Counters were sufficiently staffed to handle the quantities of passengers present.
Baggage Claim
Baggage claim devices in the international and domestic terminals are adequate to process the
passengers’ checked bags. Baggage trolleys are readily available, free of charge in the
international terminal and at cost in the domestic terminal.
Observations
• Passengers’ bags were delivered promptly.
• Baggage claim areas were very clean.
• Baggage trolleys were available for all passengers who needed them.
Customs Control
Customs control was well staffed. It included a quarantine area.
Observations
• No substantial delays or lengthy queues occurred in customs control; processing times were
deemed appropriate.
• There was limited to no congestion was observed during the survey.
• Customs and border agents were welcoming, courteous, and helpful.
Meeters-and-Greeters Area
The meeters-and-greeters areas in the international and domestic terminals offered many
services, including retail concessions, food and beverage facilities, information desks, ground
transportation service desks, and car rental operators. In the international terminal, currency
exchange operators and tour operators were also available.
Observations
• Meeters and greeters had access to a myriad of concessions.
• Meeters and greeters had large seating areas in which to wait for the passengers.
32
• The restrooms were clean with very good signage.
• Baggage trolleys were well organized and available in sufficient numbers.
• All areas were considered exceptionally clean and well maintained.
Arrivals Curbside
International Terminal
The arrivals curbside of the international terminal is accessible by a two-lane road.
• Lane 1 is used by private vehicles and taxis to pick up passengers.
• Lane 2 is a bypass lane with no stopping allowed.
Arriving passengers who use buses (with the exception of the terminal transfer bus) or shared
van services must be picked up at the side of the terminal facility in the ground transportation
parking lot.
Domestic Terminal
The arrivals curbside of the domestic terminal is located on Level 1 and is accessible by a four-
lane road.
• Lane 1, located closest to the terminal facility, is allocated to taxi pickup and terminal transfer
bus pickup and drop-off.
• Lane 2 is allocated to taxi drop-off.
• Lane 3 is allocated to public ground transportation pickup and drop-off.
• Lane 4 is allocated to general passenger drop-off and pickup.
Observations
• The curbside areas were very well managed.
• Security staff kept control of vehicles on the curbside.
• Baggage trolleys were promptly collected by porters.
Landside Ground Transportation
Parking
There is a six-story long-term car park and a smaller short-term car park in close walking
proximity to the terminal. BNE offers the following parking services:
• International car park: multilevel car park with 2,123 spaces (including 348 valet spaces) and
on-airport car rental with 151 spaces.
• Domestic car park (Image 8): 266 valet spaces, 171 premium spaces, 881 short-term spaces,
6,806 long-term spaces, 165 over-height spaces, and 132 spaces with free parking for 30
minutes.
Image 8. Domestic Car Park
Source: Brisbane Airport Corporation.
Ground Transportation Services
BNE offers the following ground transportation options: taxis, buses, AirTrain,
7
a shared shuttle
service, and car rental. A bicycle route is also available between the Moreton Bay Bikeway and
the airport.
All ground transportation operators must complete a training program that covers the following
themes: cultural awareness; helping passengers with their bags; and helping passengers with
special needs, pregnant women, and those traveling with young children.
CONCLUSIONS
Services
BNE provides a myriad of services and amenities that enhance the traveler friendliness of the
airport, including showers, free Wi-Fi, mobile charge stations, medical and first-aid rooms,
parents’ rooms,
8
currency exchange, a tourist refund facility,
9
prayer and meditation rooms, and
restrooms for passengers with assistance animals.
Technology
BNE’s operations are supported by various state-of-the-art technologies. Flight information
displays, interactive information kiosks, self-service check-in kiosks, and free Wi-Fi throughout
the terminal provide passengers with the perception of a modern and efficiently operated
airport.
BNE has made significant investments in security technology during the past 18 months (smart
gates for passenger processing, Rapiscan scanners, upgraded X-Ray to Multi-view system, world-
leading digital departure card). This new system has increased the passenger throughput rate
significantly.
7
Airtran is a rail link between BNE, Brisbane City and the Gold Coast.
8
Parents’ rooms are distinct spaces that allow parents to perform many functions and are equipped with private feeding rooms and
changing benches/facilities, among other amenities designed for parents.
9
At BNE the tourist refund facility enables travelers to use the tourist refund scheme and claim a refund of goods and services tax
and wine equalization tax that were imposed on goods bought in Australia.
34
Facilities
Facilities are very clean and well maintained throughout the airport. The terminals have enough
restrooms, seating areas, and relaxation areas to ensure passenger comfort. Surveyed
passengers frequently commented on the exceptional quality and maintenance of airport
facilities and maintenance. BNE’s international terminal and parking facilities are fairly new, very
attractive, and well maintained. The domestic terminal is an older facility but is also very well
maintained. Both terminals offer a wide range of convenient facilities aimed at taking the stress
out of traveling.
Personnel
BNE recognizes that the airport’s success begins with its people. With a staff of approximately
500 people, including consultants and contractors, BNE has developed and executed training
programs aimed at ensuring a traveler-friendly environment. BNE has become a passenger-
friendly airport by instituting numerous measures, including the following:
• Developing a customer-service training program for staff of the airport, airlines,
concessionaires, and other operators.
• Balancing security and passenger-service efforts—for example, by changing officers’ uniforms
from the standard police/military ensemble to a friendlier look.
• Establishing a Passenger Experience Forum which meets monthly to discuss the delivery of
customer service.
• Hosting a quarterly social event to recognize staff that provides excellent service.
• Providing cultural and sales training for retailers.
• Focusing on and caring about the passenger journey and experience.
• Measuring and tracking passenger satisfaction.
Surveyed passengers generally commented that it is evident the airport is focused on providing a
great experience for the passengers. Many of the surveyed passengers stated that the airport
management must have anticipated the types of services they would be looking for while
traveling through the airport. They also stated that the management has succeeded in making a
large and busy airport feel small and manageable for travelers.
Customer Experience Department
To ensure that BNE delivers exceptional customer service, it created a dedicated customer
experience manager role within the Operations Department. The Customer Experience
Manager is tasked with working with airport staff, airlines, concessionaires, tenants, and
operators to develop, institute, evaluate, and manage programs aimed at providing the highest
level of customer satisfaction. Everyone working at the airport—airlines’ staff, and other
tenants’ employees, and operators—is responsible for providing great customer service. The
customer experience manager continually collects and analyses data to monitor quality of
service and changing customer needs.
Airport Ambassador Program
The airport has established an Airport Ambassador program with 180 volunteers known as
‘Ambassadors’ who provide customer services at both terminals. The selection process is
rigorous and the program is run very professionally. Each ambassador must complete a 16-hour
one-on-one training and shadow an experienced ambassador for three months before they can
work independently. The ambassadors work at least four hours each week. BNE solicits and
receives daily feedback from volunteers about perceived customer satisfaction from passengers.
36
NARITA INTERNATIONAL
AIRPORT, JAPAN
AIRPORT BACKGROUND
Narita International Airport
(NRT, Image 9), previously
known as New Tokyo
International Airport, is the
second largest airport in Japan.
It is located in Chiba Prefecture
in the city of Narita,
approximately 75 kilometers
east of Tokyo. NRT is the
second busiest airport in Japan
in terms of total passenger
throughput and the leading
airport for international flights.
Through the Narita
International Airport
Corporation Act, the airport
was privatized in 2003 and
officially received its current name. As part of the privatization effort, the airport is now
operated and managed exclusively by the Narita International Airport Corporation.
AIRPORT TERMINALS
The airport has three terminals. Terminal 1 caters to both international and domestic flights and
consists of a central building, north wing, and south wing. The north wing is dedicated primarily
to the SkyTeam Airline Alliance (e.g., Delta Air Lines, Aeroflot, Air France, KLM, and Korean
Air), and the south wing is allocated primarily to the Star Alliance (e.g., All Nippon Airways,
United Airlines, Lufthansa, Air New Zealand, Thai Airways, Air China, and Singapore Airlines).
The central building has six levels and includes the main processing areas for check-in, security
control, baggage claim, customs control, and shopping. The north wing contains gates 11 to 26
and the south wing gates 27 to 58.
Located northwest of Terminal 1, Terminal 2 is an international and domestic six-level facility
that has a main terminal building and a satellite building. Terminal 2 accommodates operations
for Oneworld member airlines (e.g., Japan Airlines, American Airlines, and Cathay Pacific
Airways) and other carriers (e.g., China Airlines and Air India). The main terminal building
includes the main processing areas for check, security control for international and for domestic
passengers, baggage claim, customs desk and shopping, as well as Gates 61to 75. The satellite
building includes some shopping and access to Gates 81 to 99.
Terminal 3 is a three-level international/domestic terminal dedicated exclusively to low-cost
carriers, including Jetstar, Vanilla Air, Spring Japan, and Jeju Air. It is approximately 500 meters
Image 9. Narita International Airport Location
Map data: Google.
north of Terminal 2 and consists of a main building and a satellite building. All Terminal 3
passenger processing is conducted in the main building, including check-in, security control,
passport control, baggage claim, and customs control. The main building accommodates Gates
151 to 155 and the satellite building accommodates Gates 161 to 175.
ON-SITE ASSESSMENT
The Experts conducted an on-site assessment from April 5–9, 2016. Due to the size of the
airport, with three terminals handling 37 million passengers annually, the assessment focused
primarily on passenger flows at Terminal 2, which was near the Narita International Airport
Corporation offices and served as the central meeting point for all meetings, tours, and site
surveys. The processing areas for arriving and departing international and domestic passengers
are identical in the three terminals.
At the time of the assessment, NRT was in the planning phase for an upcoming Group of Seven
(G7) summit and Foreign Ministers’ meeting. Because of this, there was an elevated level of
security at NRT, and access was not granted to security-related areas including immigration and
emigration. Concentrating primarily on check-in, the Experts surveyed All Nippon Airways and
Sky Team Alliance facilities in Terminal 1 and Japan Airlines facilities in Terminal 2.
PASSENGER TERMINAL FACILITIES
Departures Passenger-Processing Areas
Passengers enter the main building at Level 3 and proceed to the check-in area, which is open to
both visitors and passengers. International passengers use one of 16 check-in islands, while
domestic passengers proceed to a separate check-in area on Level 1.
Once checked in, international passengers proceed to the north or south departures gate areas,
also on Level 3, and then to boarding pass and identification control, followed by security
control; in both, passengers must show a passport and boarding pass. Domestic passengers
proceed to Level 2 to boarding pass and identification control and then security control.
At security control, both international and domestic passengers place all carry-on items on a
conveyor belt that passes through a baggage screening device. They then proceed through a
walk-through metal detector, collect their screened belongings, and exit the security area. After
the security control, domestic passengers and international passengers diverge. Domestic
passengers proceed to departure gates on Level 3, and separately, international passengers
proceed to customs control. Upon completing the security process, International passengers
may complete any outbound Customs formalities at the Customs Desk before proceeding to
the Passenger Control Area (emigration) where passengers are required to present their
personal identification and travel documents in order to obtain permission to leave Japan. Once
cleared, passengers enter a duty-free retail area and can proceed to the departures concourse.
Within both the international and domestic departures concourses, many retail and food and
beverage options are available.
When called to board their flight, passengers proceed to the assigned gate, present their travel
documents, and board the aircraft. Passengers on international United States-bound flights are
required to proceed through a secondary security control prior to boarding the aircraft.
38
Figure 2. NRT Passenger Arrival and Departure Flows
Source: Nathan Associates, Inc.
Departures/Arrivals Curbside
The curbside area (Image 10) includes a multilevel terminal access road with an arrivals curb on
Level 1 and a departures curb on Level 3. The curbside area is approximately 5 meters in width
and extends the length of the terminal.
C
Customs Desk
Quarantine Control
Plant & Animal
Quarantine
Image 10. Departures and Arrivals Curbside Area
Map data: Google (left); Nathan Associates, Inc. (right).
The access road is a one-way (north to south) loop with 6 lanes for both the arrivals and
departures curbside areas.
• Departures
Lane 1, closest to the terminal facility, includes VIP drop-off and pickup areas. This lane is
mainly used by buses and emergency vehicles. Once passengers are dropped off, the
vehicles enter Lane 2.
Lane 2 is a joint bypass/drop-off lane that exits the terminal in a southerly direction.
Lane 3 is a bypass lane; no vehicles are authorized to stop or park.
Lane 4, separated from Lanes 1–3 by an approximately 5 meter wide island, is a
dedicated drop-off lane.
Lane 5 is a joint bypass/drop-off lane.
Lane 6 is a bypass lane; no vehicles are authorized to stop or park.
• Arrivals
Lanes 1–4 constitute a pickup, drop-off, and bypass area to which only buses and other
designated vehicles are permitted access.
Lanes 5 and 6 serve as drop-off and bypass lanes.
Short- and long-term parking is located adjacent to the access roadway in a multilevel car park.
Observations
• The landside access and curbside area was sufficient for handling personal vehicles and
bus pickup and drop-off.
• There was limited to no congestion.
• Porter assistance was available.
• Baggage trolleys were available for departing and arriving passengers. Airport staff
promptly collected trolleys and returned them to the terminal facility.
• Porters for buses were extremely helpful, courteous, and polite. They greeted each bus,
helped load and unload baggage, and bowed and waved to each bus after assisting its
passengers.
40
• Dedicated VIP areas were available along the lane closest to the terminal.
Departures Hall/Check-In
Upon entering the terminal through one of six entrances, passengers immediately enter the
departures hall and a check-in area with 13 bays. Domestic passengers checking in for domestic
flights must proceed to Level 1 to a dedicated domestic check-in area (Image 11, lower right).
All counters use common-use technology, and future installation of self-service bag-tagging and
bag-drop stations is being considered. International passengers must check-in on Level 3.
Image 11. Departures Hall and Check-In Area
Source: Nathan Associates, Inc.
Image 12. Departures Hall
Source: Nathan Associates, Inc.
Observations
• General
Facilities were exceptionally clean.
Airport staff was consistently courteous and helpful to guests.
Information counters were readily available within the check-in area.
Baggage trolleys caused congestion after being left at the counter by passengers who had
checked in their bags. Agents were collecting the trolleys and moving them away from
the immediate check-in area.
No substantial delays or lengthy queues were observed; processing times were deemed
appropriate.
• SkyTeam Airline Alliance check-in
Agents were consistently knowledgeable, friendly, courteous, and helpful to passengers.
Agents were professionally dressed.
Counters were sufficiently staffed to handle the quantities of passengers present. In the
event that queue lengths increased, additional counters and agents were immediately
allocated.
• Japan Airlines check-in
Agents were consistently knowledgeable, friendly, courteous, and helpful to passengers.
Agents were professionally dressed and groomed.
Agents sometimes left their positions, greeted passengers in the queue, and escorted
them to the check-in counter.
Counters were sufficiently staffed to handle the quantities of passengers present. In the
event that queue lengths increased, additional counters and agents were immediately
allocated.
Dedicated check-in was provided for passengers requiring special assistance (e.g., elderly
passengers, pregnant women, mothers with babies, and passengers with a disability).
A dedicated check-in area was allocated to parents and included a children’s playing area.
Japan Airlines offers a service for priority passengers in which baggage is picked up from
the passenger’s home; this must be requested at least 24 hours before check-in.
All Nippon Airways check-in
Agents were consistently knowledgeable, friendly, courteous, and helpful to passengers.
Self-service kiosks were located near the counter area so passengers could check in and
immediately have their baggage tagged.
Counters were sufficiently staffed to handle the quantities of passengers present. In the
event that queue lengths increased, additional counters and agents were immediately
allocated.
Queue lengths and waiting times were acceptable.
Well-Wishers Area
Once check-in is completed, domestic passengers proceed to Level 2 for the domestic
departure gates area; and, international passengers proceed to the north or south international
42
departures gates area. Passengers and visitors can also proceed to Level 4 via an escalator to a
large public area with multiple restaurants and shops.
Observations
• Sufficient public seating was available.
• Facilities were exceptionally clean.
• Airport staff were consistently courteous and helpful.
Boarding Pass and Identification Control
Prior to entering the departure gates area, passengers show their passport and boarding pass
prior in order to enter the security control area. There are also dedicated security areas for
priority passengers.
Security Control
Next, passengers immediately enter the security control area, which serves as the boundary
between landside and airside operations and involves a comprehensive screening of all
passengers and their belongings. Screening is conducted by means of a walk-through metal
detector and baggage screening devices and may include a manual search using a handheld metal
detector.
All security operations are conducted by private firms. Airlines are responsible for providing
security services, and the cost is shared equally between the airport and the airlines. All security
equipment is purchased and installed by the airport. Neither photography nor documentation
of processing times was not permitted.
Observations
• There was limited to no congestion during the survey.
• Agents were considered friendly, courteous, and helpful.
Emigration—Outgoing Passport Control
The emigration control area has a north side and a south side, each with 17 counters configured
in a face-to-face layout. Four automated e-gates are provided for registered Japanese citizens
and foreign residents. Lanes are not allocated to different types of passport holders. Neither
photography nor documentation of processing times was not authorized or permitted.
Observations
• There was limited to no congestion during the survey.
• Agents were considered friendly, courteous, and helpful.
Departures Concourse
Once emigration control formalities are completed, passengers exit into a large concession area
that provides access to Gates 61 to75 in the main terminal building and Gates 81 to 99 in the
satellite building. Passengers entering the departures lounge proceed down to Level 2 via an
elevator or stairway. Multiple retail and food and beverage operators are located throughout
the departures concourse in both the domestic and international areas. The international
concourse provides various duty-free options as well as multiple restaurants, relaxation areas,
and Japanese cultural exhibits.
Image 13. Departures Concourse
Source: Nathan Associates, Inc.
Observations
• The layout of the facility helped shorten connecting times.
• Numerous retail and food and beverage spaces were provided.
• There was limited to no congestion was observed during the time of the survey. Lounges
were considered large enough to accommodate allocated flights and were exceptionally clean
and well maintained.
• Immaculate restroom facilities included various types of hygienic and automatically sanitized
toilets. Both men’s and women’s restrooms included wall-mounted seating racks for small
children.
• Numerous Japanese cultural exhibits were displayed or provided. During the site visit, a small
parade of Japanese men marched through the concourse drumming and wearing traditional
Japanese garments.
• Airline agents were considered consistently friendly, courteous, respectful, well mannered,
and helpful.
• Equipment and furnishings were well maintained and functional.
• Lounges and facilities were very clean and in working order.
• Numerous superbly furnished working areas and relaxation areas were provided.
Arrivals Passenger-Processing Areas
Passengers enter the terminal at Level 2 via passenger boarding bridges and proceed through an
arrivals corridor to the main terminal building. They then proceed through quarantine control.
Passengers who are connecting to another international flight veer to the right and proceed to a
security control area and then up to Level 3 to re-enter the departures concourse. All other
passengers proceed to the immigration control area, where they provide the necessary
documentation to enter the economy.
44
Passengers then proceed to Level 1 to baggage claim, where they proceed to the baggage
carousel device (one of 10) that is allocated to their flight. After collecting checked baggage,
passengers proceed to customs control.
The arrivals hall, a nonsterile public area, offers numerous concessions and access to ground
transportation providers as well as to the train station. Here passengers can meet their
acquaintances. They then exit the terminal onto the arrivals curbside area and proceed to the
parking area or are picked up at the curb.
Arrivals Concourse
After disembarking the aircraft, passengers proceed through an arrivals concourse to the main
terminal building. The concourse is an inviting space that has window glazing which allows
natural light to enter. As illustrated in Image 14, the concourse also includes displays with
information about connecting, arriving and departing flights and airport services and other
general airport information. Interactive touchscreen displays allow passengers to check on their
flight status.
Image 14. Arrivals Concourse
Source: Nathan Associates, Inc.
Observations
• The layout enabled acceptable flight connecting times.
• All areas were considered exceptionally clean and well maintained.
• Exquisite restroom facilities and other passenger amenities were provided.
• Agents were considered friendly, courteous, and helpful toward arriving passengers.
Quarantine Control
At the end of the arrivals concourse, passengers proceed to quarantine control, where they
pass through an infrared camera that indicates if a passenger is showing signs of an elevated
temperature.
Immigration—Incoming Passport Control
After quarantine control, passengers enter the immigration control area. This area is divided
into two sections, to the left and right, each with 26 counters configured in a face-to-face layout.
Separate lanes are provided for airline crew and diplomats, Japanese citizens, foreign citizens re-
entering Japan, and those newly entering Japan. Four automated e-gates are provided for
registered Japanese citizens and foreign residents.
All passengers must present passports, and foreign passengers must fill out an embarkation and
disembarkation card. Neither Photography nor documentation of processing times was
permitted.
Observations
• There was limited to no congestion during the on-site tour.
• Agents were considered friendly, courteous, and helpful.
Baggage Claim Area
Once all immigration formalities have been completed, passengers exit and continue to baggage
claim and customs control on Level 1. The area includes baggage carousels, trolleys, and various
support offices. There are 10 baggage carousels, all capable of handling wide-body aircrafts.
Neither photography nor documentation of processing times was permitted.
Observations
• Baggage transfer times were acceptable.
• All areas were considered exceptionally clean and well maintained.
• Baggage trolleys were well organized and available in sufficient numbers.
• Agents were considered courteous.
Plant and Animal Quarantine Area
All passengers transporting vegetation (including fruits, vegetables, and seeds), animals, or meat
products into Japan must have them inspected and approved at the plant and animal quarantine
counter. Photography was not permitted.
Observations
• All areas were considered exceptionally clean and well maintained.
• Agents were considered courteous.
Customs Control Area
After baggage claim, the next stop for passengers is the customs control area. Passengers with
nothing to declare provide their customs declaration form to the customs officer. If they are
required to undergo a secondary screening, they proceed to an area adjacent to the lane where
baggage is subject to a more thorough inspection, which includes automated and manual
screening. Based on the results of that screening, a passenger either exits the terminal or is
directed to an adjacent office to declare items and pay the relevant duties. Neither photography
nor documentation of processing times was permitted.
Observations
• Agents were considered courteous.
46
• Sufficient lanes were open to handle arriving passengers.
• All areas were considered clean and well maintained.
Arrivals Hall/Meeters-and-Greeters Area
Passengers leaving customs control enter the arrivals hall and meeters-and-greeters area (Image
15), where passengers meet their acquaintances. The area located immediately after the
customs control exit includes ground transportation sales offices, airline baggage service
counters, and numerous concessions.
Image 15. Arrivals Hall and Meeters-and-Greeters Area
Source: Nathan Associates, Inc.
Observations
• The area had been recently renovated and had a clean and modern look.
• Baggage trolleys were amply available and well organized.
• All areas were considered exceptionally clean and well maintained.
• Restrooms and other passenger amenities were plentiful, clean, and well maintained.
Landside Ground Transportation
Access Road
As illustrated in Figure 3, the airport access road consists of a complex loop that provides
access to Terminals 1, 2, and 3 via multilevel curbside roadways. Dynamic and static signage
provide directional information as well as information about parking and other airport facilities.
Figure 3. Airport Access Roadway System
Source: Narita International Airport.
Parking
Each terminal offers numerous parking options, including VIP pickup and drop-off, valet services,
and long- and short-term parking at two multilevel garages with direct access to the terminal via
an enclosed pedestrian tunnel or overhead pedestrian bridge.
Services
Access to extensive rail service is provided at a railway station inside the airport on the
basement level. Bus service is available to multiple destinations in Japan, including express
service to Tokyo.
Observations
• Passengers could connect to the airport via bus, train, taxi, or personal vehicle.
• Porters were available at the ground transportation level and were considered extremely
helpful, courteous, and polite. They greeted each bus, helped load and unload baggage, and
bowed and waved to each bus after assisting its passengers.
• All areas were considered exceptionally clean and well maintained.
CONCLUSIONS
Services
A dedication to passenger comfort was observed on multiple occasions. Airlines provide
dedicated check-in facilities for parents traveling with infants that include a dedicated and
secured location where children can play while a parent checks in for the flight.
Transfer passengers with an extended layover can join a free tour of the airport or of the city of
Narita, where they can visit the Naritasan Shinshoji Temple and gardens for a small fee.
Technology
As expected, state-of-the-art technology is apparent throughout the airport. Flight information
displays, interactive information kiosks, self-service check-in kiosks, and free Wi-Fi throughout
48
the terminal provide passengers with the perception of a modern and efficiently operated
airport.
Facilities
All areas of the airport are exceptionally clean. Equipment, furnishings, and finishes located
throughout the terminal were exceptional. Relaxation areas, Japanese cultural exhibits, airline
lounge areas, working areas, and toilet facilities are exquisite. Surveyed passengers frequently
commented on the cleanliness of the airport and the incredible terminal spaces that were
provided for passengers.
Personnel
Exceptional customer service by the airport and airline agents was continually observed. A
prime example occurs when a departing aircraft is pushed back by the tug and is accompanied by
“wing walkers”; once the aircraft is in the taxiway and ready to depart, the entire ground crew
joins together in a line, bows, and waves goodbye. As passengers look out the window they see
this genuine farewell ritual that leaves them with a positive feeling as they depart the airport.
This simple service, which is not costly, can mean so much when it is performed genuinely.
Throughout the assessment period, staff members from the airport, and in particular from the
airlines, showed tremendous courtesy and helpfulness. Airlines agents stepped away from the
counter and greeted and escorted the passengers to the check-in counter, where they were
processed in a helpful and engaging manner. All passengers surveyed confirmed this
observation. Not one negative comment was received regarding a staff member’s conduct,
appearance, or level of helpfulness.
CANCUN INTERNATIONAL
AIRPORT, MEXICO
AIRPORT BACKGROUND
Cancun International Airport
(CUN, Image 16), located in
Cancun, Quintana Roo, on the
Caribbean coast of Mexico’s
Yucatan Peninsula, is one of the
busiest airports in the Caribbean
and serves as an
origin/destination airport (i.e., no
connecting passengers) and entry
point for millions of tourists who
visit Cancun and the Riviera Maya
every year. It is the second
busiest airport in Mexico, after
Mexico City International
Airport, having handled
19,596,485 passengers in 2015
and has seen a 12.3% increase in passengers since 2014 (ASUR 2015). The airport offers flights
to 21 destinations in Mexico and over 30 economies in North America, Central America, South
America, and Europe, and to.
CUN was privatized in the late 1990s, when the private company Grupo Aeroportuario del
Sureste (ASUR) took ownership. In 1999, ASUR began to modernize and expand the airport. In
2005, it invested US$150 million in the construction of a third terminal, a new control tower,
and a new runway, which allowed the airport to double its passenger capacity. ASUR and the
Grupo Aeropotuario del Pacifico (with 13 airports) are the only Latin American airport groups
listed on the New York Stock Exchange.
Over the last decade, the airport has received multiple recognitions and awards including
• Best Airport in Latin America–Caribbean (Airport Quality Awards, Airport Service Quality
Awards), 2011 and 2009;
• Third Best Airport in Latin America–Caribbean (Airport Quality Awards, Airport Service
Quality Awards), 2014;
• Second Best Airport by Size, 5–15 million passengers category (Airport Service Quality
Awards), 2011; and
• Best Improvement by Region, Latin America–Caribbean (Airport Service Quality Awards),
2009.
Image 16. Aerial View of Cancun International Airport
Map data: Google, INEGI, DigitalGlobe.
50
AIRPORT TERMINALS
CUN has three terminals, which serve different airlines and types of passengers. This section
describes the features and characteristics of each terminal, but because Terminal 1 is
substantially smaller in terms of size and volume of passengers, it focuses on Terminals 2 and 3.
Terminal 1
Terminal 1 serves the domestic market through low-cost and charter airlines, including
Magnicharters, TAR Aerolíneas, and Viva Aerobus. These airlines provide flights to 15
destinations in Mexico, including Mexico City, Guadalajara, and Monterrey.
Terminal 1 (Figure 4) has two levels, with six ground-level gates and one contact gate (gate with
a bridge that connects the seating area of the terminal to the parked aircraft).
Figure 4. Terminal 1, Level 1 (left) and Level 2 (right)
Source: ASUR.
Terminal 2
Terminal 2 serves multiple domestic and international carriers including Aerolíneas Argentinas,
Aeroméxico, Aerotucán, Aruba Airlines, Air Transat, Arkefly, Avianca, Blue Panorama Airlines,
Elite Airways, Calima Aviación, Copa Airlines, Cubana de Aviación, EuroAtlantic Airways,
Eurowings, Finnair, Interjet, Jetairfly, LAN Airlines, Maya Island Air, Novair, Orbest Portugal,
SATA International, Southwest Airlines, Sunwing Airlines, TAM Airlines, Thomson Airways,
Transportes Aéreos Guatemaltecos, Tropic Air, TUIfly, Volaris, WestJet, and XL Airways
France. Besides serving multiple domestic destinations, Terminal 2 serves economies in South,
Central, and North America, the Caribbean, and Europe.
Terminal 2 has two levels:
• Level 1 contains the arrivals curbside, departures curbside, public retail and food and
beverages area, check-in, inbound and outbound baggage make-up,
10
health services, bus gates
(i.e., passengers must take a bus to access the boarding gate), arrivals concourse, security
control, immigration control, baggage claim, customs control, and a ground transportation
area.
10
Baggage make-up includes manual or automated make-up units, the cart/container staging areas and baggage train maneuvering
lanes.
• Level 2 contains the departures concourse, airside retail and food and beverages area, a VIP
lounge, contact gates and departure hold rooms (areas for passengers to wait prior to
boarding their flights).
The terminal is configured in a linear north–south direction, with the exception of the contact
gates area, which is located on the north side and has a circular form that protrudes to the
west. The north side of the terminal includes check-in and public commercial concessions for
departing passengers, security control, airside retail and food and beverages concessions, a VIP
lounge, contact gates, and departure hold rooms. The south end of the terminal includes
services for international arriving passengers, immigration control, and baggage claim.
Terminal 2 (Figure 5) has 31 gates, of which 9 are contact gates; the rest are bus gates.
Figure 5. Terminal 2, Level 1 (left) and Level 2 (right)
Source: ASUR.
Terminal 3
Terminal 3 serves domestic and international carriers including Air Berlin, Air Canada, Air
Canada Rouge, Air Europa, Air France, Alaska Airlines, American Airlines, Allegiant Air,
IcelandAir, Xtra Airways, British Airways, Condor, Delta Airlines, Dynamic Airways, Frontier
Airlines, Interjet, JetBlue Airways, LOT Polish Airlines, Lufthansa, Neos, Nordwind Airlines,
Spirit Airlines, Sun Country Airlines, Thomas Cook Airlines, United Airlines, Volaris, Virgin
America, Virgin Atlantic, and Wamos Air. Terminal 3 handles most flights to North America and
Europe (Figure 6). Terminal 3 is the newest of the three; it opened in 2007, and in March 2016
inagurated its last expansion. It has 16 gates, all of which are contact gates.
Terminal 3 has two levels:
• Level 1 contains the arrivals curbside, departures curbside, public retail and food and beverage
area, check-in, inbound and outbound baggage make-up, bus gates, baggage claim, immigration
control, customs control, meeters-and-greeters area, and ground transportation area.
• Level 2 contains landside and airside retail and food and beverage areas, security control, the
departures concourse, and departure hold rooms.
52
Figure 6. Terminal 3, Level 1 (left) and Level 2 (right)
Source: ASUR
A fourth terminal is under construction and is expected to open its first phase in 2018, allowing
the airport to handle up to 25 million passengers per year.
ON-SITE ASSESSMENT
The Experts conducted an on-site assessment from February 8-12, 2016. The on-site assessment
for CUN focused on Aeroméxico, American Airlines, United Airlines, and WestJet. The
following section describes key observations made during the on-site assessment.
PASSENGER TERMINAL FACILITIES
Terminals 1 and 2 have similar passenger flows. In both terminals, passengers enter at Level 1
and proceed to the check-in area on the same level. In Terminal 2, both international and
domestic check-in occur in the same area. And, in Terminal 3, check-in occurs on Level 1.In all
terminals, Once checked in, the passengers proceed through two stops: passport and
identification control (where passengers show their passport and their ticket) and security
control (in Terminal 3, identification and security controls are located on level 2). Food and
retail shops are available to the general public in the ticketing and check-in area in both
terminals.
At security control, both international and domestic passengers place all carry-on items on a
conveyor that moves through a baggage-screening device. They then proceed through a walk-
through metal detector and collect their belongings. Once cleared, they enter the departures
concourse, where duty-free, retail, and food and beverage services are available. In Terminal 2,
passengers departing from the ground-level bus gates remain on Level 1, while passengers
departing from the contact gates go up a flight of escalators to Level 2. Once they reach Level 2
of Terminal 2, passengers walk north through a hallway with more food and retail options and a
VIP lounge, which leads them into a round departures concourse. Within both the international
and domestic departures concourses, various retail and food and beverage options are available.
When passengers are called to board, they go to their assigned gate, present their travel
documents, and board the aircraft.
Figure 7. CUN Passenger Arrival and Departure Flows
Source: Nathan Associates, Inc.
Departures Passenger-Processing Areas
Departures Curbside
Terminal 2
The terminal curbside is approximately 5 meters wide and extends the length of the terminal.
The terminal access roads include a ground-level roadway with four primary terminal access
points. The southernmost access point also serves as an exit to the departures curbside for
domestic passengers, which is separated from the arrivals curbside and is located in the
southern end of the terminal. All Terminal 2 access roads are composed of one-way, north-to-
south, loop roadways that are allocated as follows:
54
• Lanes 1–3, located closest to the terminal facility, allow general vehicle and taxi drop-off.
• Once vehicles have dropped off passengers, they can proceed to Lanes 4 and 5, which
are separated by an island with two openings along the entire length of the arrivals
curbside. They can then proceed south to exit the airport, continue toward Terminal 3,
or loop northward toward Terminal 1.
• Most buses and shuttles pass through Lanes 4 and 5, while the bus shuttle that connects
passengers to all terminals (Cobus-2500) passes through Lanes 1–3 and has a designated
stop at the southernmost end of the curbside.
Short-and long-term parking is located adjacent to the access roadways.
Terminal 3
As in Terminal 2, the curbside is approximately 5 meters wide and extends the length of the
terminal. Terminal access roads include a ground-level roadway with 5 primary access points. All
Terminal 3 access roads are one-way, north-to-south loop roadways that are allocated as
follows:
• Lanes 1–3, located closest to the terminal facility, are for general vehicle and taxi drop-off. A
total of 21 temporary parking spaces are lined up diagonally between the curbside and Lane 1
to allow vehicles to drop passengers off without obstructing traffic. Each of these parking
spaces is long enough to fit two to three small vehicles. The bus shuttle that connects
passengers to all terminals passes through Lanes 1–3 and has a designated stop at the
southernmost end of the Curbside.
• Lanes 4–8 are separated from Lanes 1–3 by an island. These lanes are for buses and shuttles,
and for access to an adjacent long-term parking lot that holds 125 parking spaces.
• Once passengers are dropped off, the vehicles proceed in a northerly direction to exit the
airport, or loop around toward Terminal 1 or 2.
Image 17 shows the departures curbside area for Terminals 2 and 3.
Image 17. Departures Curbside Area (Terminal 2 at
left, Terminal 3 at right)
Source: Nathan Associates, Inc.
Observations
• The landside access and curbside areas worked efficiently, as significant congestion was not
seen during peak periods of operation.
• Ground-level access roads impact level of service primarily due to the safety concerns of
passengers walking across the roadways and the congestion that occurs in drop-off and pickup
areas. Access roads were considered safe for pedestrians crossing from the adjacent long-
term parking lots.
• Roofs cover the first drop-off and pickup lanes in order to shelter passengers from the rain.
• Pre-check-in counters and baggage trolleys were available for arriving passengers. Airport staff
promptly collected baggage trolleys and returned them to the terminal facility.
Departures Hall/Check-in
Terminal 2
The check-in area consists of 57 common-use counters and multiple self-service kiosks located
in a circular configuration around each pillar along the check-in area (Image 18). Self-service
kiosks are provided for Aeroméxico, WestJet, Southwest Airlines, Avianca, TAM, and Alaska
Airlines.
Image 18. Check-In Area, Terminal 2
Source: Nathan Associates, Inc.
Terminal 3
The check-in area has sufficient common-use counters and multiple self-service kiosks located in
a linear configuration along the check-in area (Image 19). Self-service kiosks are provided for
Delta Airlines, Air France, Virgin Atlantic, Spirit Airlines, United Airlines, Lufthansa, and Air
Canada, among others.
56
Image 19. Check-In Area, Terminal 3
Source: Nathan Associates, Inc.
Observations
• Facilities were exceptionally clean; cleaning staff were always present.
• Information counters were present within the check-in area.
• The majority of travelers were considered leisure travelers.
• Airport staff were consistently knowledgeable, friendly, courteous, and helpful.
• Agents were professionally dressed.
• There were no substantial delays or lengthy queues, and ; processing times were deemed
appropriate.
• Due to the common-use allocation of counters, airlines had enough counters to handle
passenger flows.
• Counters were sufficiently staffed to handle the quantities of passengers present.
• Self-service kiosks were used frequently.
Boarding Pass and Identification Control
Once check-in is completed, passengers proceed to the boarding pass and identification control
point, where they must show a passport and a boarding pass (Image 20). The boarding pass is
scanned for authenticity and to determine if the passenger has already cleared security control.
The process is similar for Terminals 2 and 3, except that for Terminal 2, passengers proceed
southward (on the same level), and for Terminal 3, they proceed to Level 2 by stairs or
escalator. Terminal 2 has nine verification stations, and Terminal 3 has eight. In each terminal,
one station is designated for crew members and passengers with disabilities.
Image 20. Boarding Pass and Identification Control, Terminal 2 (left) and Terminal 3 (right)
Source: Nathan Associates, Inc.
Observations
• Facilities were exceptionally clean; cleaning staff were always present.
• Passenger processing was quick and efficient.
• There was limited to no congestion during the survey.
• Security personnel were considered friendly, courteous, and helpful.
Security Control
Terminals 2 and 3
After completing boarding pass and identification control procedures, passengers enter the
security control area (Image 21), which serves as the boundary between landside and airside
operations and involves a comprehensive screening of all passengers and their belongings.
Screening is conducted by means of a walk-through metal detector, baggage screening device,
and possibly also a manual search using a handheld magnetometer. Terminal 2 has 11 security
lanes, while Terminal 3 has 14. Each terminal has one security lane for crew members and
passengers with disabilities.
Image 21. Security Control (Terminal 2)
Source: Nathan Associates, Inc.
58
Observations
• There were no substantial delays or lengthy queues and processing times were deemed
appropriate.
• There was limited to no congestion during the survey.
• Long tables behind the security control checkpoint prevented overcrowding in that area.
• Space beyond the security checkpoint (over 3.5 meters between the conveyor belt and tables)
was sufficient to allow passengers to collect their belongings and to move around the area.
• Agents were considered friendly, courteous, and helpful.
Departures Concourse
Terminal 2
A total of 31 departure gates are provided for commercial flights. The nine contact gates are
numbered A1–A9, while the other 22 gates are numbered B1–B22. Both A and B gates are
allocated to international and domestic flights.
Multiple retail and food and beverage operators are located throughout the departures
concourse. The Level 2 departures concourse provides food and beverage options as well as
clothing shops. Duty-free stores are available on both Level 1 and Level 2. A VIP lounge is
located on Level 2, in a hallway that connects the Level 1 stairway and the Level 2 departures
concourse. The duty-free stores provide Mexican souvenirs, tequila, and other Mexican goods.
Terminal 3
A total of 33 departure gates are provided for commercial flights. The contact gates numbered
C10–C26, serve international flights.
Multiple retail and food and beverage operators are located along the departures concourse,
including duty free shops. A VIP lounge is in the concourse area.
The terminals are shown in Image 22.
Image 22. Departures Concourse, Terminal 2 (left) and Terminal 3 (right)
Source: Nathan Associates, Inc.
Observations
• The layout helped shorten connecting times.
• Sufficient retail and food and beverage spaces were provided in both terminals.
• The departures concourse’s high ceiling created a sense of spaciousness and openness.
• There was limited to no congestion during the survey. Lounges were considered large enough
to accommodate the flights.
• All areas were considered clean and functional.
• Adequate restrooms and other passenger amenities were provided.
• Agents were considered friendly, courteous, and helpful.
Arrivals Concourse and Arrivals Passenger-Processing Areas
International passengers enter Terminal 2 at the northern side of Level 2 via passenger boarding
bridges and proceed to a staircase that leads them down to Level 1 to the immigration control
area. Domestic passengers arrive at a ground-level entrance at the southern end of the terminal,
which leads them to the domestic baggage claim area. In Terminal 3, passengers walk through a
hallway between the departures concourse and the contact gates on Level 2, which leads to an
escalator on the northern side of the terminal and to immigration control on Level 1(Image 23).
There, they provide documentation to enter Mexico.
Once passengers have cleared immigration, they proceed to baggage claim. (There are 14
baggage claim carousels in Terminal 2 and 11 in Terminal 3.) After collecting their belongings,
they proceed to customs control. There, all checked and carry-on bags are screened. Passengers
place their belongings on a conveyor belt, show their customs forms, and collect their
belongings after they have been screened. Passengers selected for a secondary screening
proceed to a separate area where their belongings are manually searched.
Once they have cleared customs, passengers enter the arrivals hall. This contains some small
retail and fast-food concessions as well as access to ground transportation. This is the nonsterile
public area where passengers meet their acquaintances. They then exit to the arrivals curbside
area and proceed to the parking area or are picked up at the curb.
Passengers connecting to another flight walk through a hallway leading to the departures
concourse.
Image 23. Arrivals Concourse
Source: Nathan Associates, Inc.
60
Observations
• The layout helped shorten connecting times.
• All areas were considered exceptionally clean and well maintained.
• Adequate restrooms and other passenger amenities were provided.
• Walking distances were acceptable.
Immigration—Passport Control
Terminals 2 and 3
All emigration and immigration control procedures are regulated by the Government of Mexico
and carried out by the Instituto Nacional de Migración, or the National Institute of Migration.
Immigration control has separate lines for foreigners, citizens, and airline crew and diplomats.
Terminal 2 provides 20 stations with 2 booths each, while Terminal 3 provides sufficient stations
with 2 booths each.
All passengers must present identification and a baggage declaration form, which is collected at
customs control. Once all immigration formalities have been completed, passengers exit and
continue to the baggage claim area and customs.
Observations
• All areas were considered exceptionally clean and well maintained.
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
Baggage Claim Area
After clearing immigration control, passengers proceed to the baggage claim area (Image 24),
which includes baggage carousels, trolleys, and various support offices. In Terminal 2, the
baggage claim area is located in Level 1 on the northern side of the terminal. It contains 14
carousels, of which 13 are capable of handling a narrow-body aircraft and one is large enough to
be used for one wide-body or multiple narrow-body aircraft. In Terminal 3, the baggage claim
area is located in Level 1 on the northeast side of the terminal. It contains 11 carousels.
Image 24. Baggage Claim
Source: Nathan Associates, Inc.
Observations
• Baggage transfer times were acceptable.
• All areas were considered exceptionally clean and well maintained.
• A sufficient number of lanes were open to handle arriving passengers.
• Baggage trolleys were available in sufficient numbers and well organized.
• Porters were available to assist passengers and collect unused baggage trolleys.
Customs Control Area
Once passengers have obtained their baggage, they enter the customs control area, which is
operated by the Servicio de Administracion Tributaria (the Tax Administration Service). If
passengers have items to declare, they proceed to a customs declaration office. If they have
nothing to declare, they proceed directly to a screening lane. There are five lanes in Terminal 2
and six in Terminal 3, all equipped with baggage screening devices, and all baggage and personal
belongings are subject to screening. Passengers place their belongings on a conveyor, hand the
baggage declaration form to an agent, and are asked to press a button that will turn on a green
or red light. If the light is green, they can exit the area. If the light is red, they are required to go
through a more thorough secondary screening. Depending on the results, they are either
allowed to exit the terminal or are directed to an adjacent office to declare items and pay the
relevant customs duties.
From customs control, passengers can exit to the arrivals curbside. In Terminal 2, passengers
connecting to a domestic flight veer to the right, pass through security control, and re-enter the
departures concourse.
Observations
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
• A sufficient number of lanes were open to handle arriving passengers.
• All areas were considered exceptionally clean and well maintained.
Arrivals Curbside
Terminal 2
The arrivals curbside for domestic passengers is located at the southern end of the terminal;
that for international passengers is to the north of the departures curbside. All Terminal 2
access roads are composed of one-way, north-to-south, loop roadways; they are allocated as
follows:
• The international arrivals curbside is restricted to general vehicles picking up individuals and
authorized taxis and shuttles. It includes one short loop. The loop’s side is lined up with short-
term parking spaces for general vehicles and authorized taxis and shuttles (41), and buses (15).
• The domestic arrivals curbside includes two short loops, for which entrance is restricted to
general vehicles picking up individuals and authorized taxis and shuttles. Each of the loop’s
62
sides is lined up with short-term parking spaces for general vehicles and authorized taxis and
shuttles (64) and buses (8).
An outdoor bar/restaurant is located between the departures curbside and the domestic arrivals
curbside (Image 25, left) to accommodate greeters who are waiting for passengers to arrive.
Image 25. Departures and Arrivals Curbside Areas
Source: Nathan Associates, Inc.
Terminal 3
The arrivals curbside is directly south of the departures curbside. It contains two short loops,
for which entrance is restricted to general vehicles picking up individuals and authorized taxis
and shuttles. Each of the loop’s sides is lined with short-term parking spaces for general vehicles
and authorized taxis and shuttles (64) and buses (8).
An outdoor bar is located on the departures curbside to accommodate arriving passengers who
are waiting for their ride (Image 25, right).
Observations
• Roofs cover the first drop-off and pickup lanes in order to shelter passengers from the rain.
• Traffic from informal taxis (a common issue in airports in the APEC region) was effectively
contained by restricted access to the arrivals curbsides (both international and domestic), and
by the separation of arrivals and departures curbsides.
Landside Ground Transportation
CUN provides a total of 1,460 parking spaces, distributed among its 3 terminals, and offers long-
and short-term parking for personal vehicles, buses, and shuttles. CUN provides several
transportation options for its arriving passengers, including taxis, collective taxis, hotel shuttles,
and buses. Car rental services are also available.
Observations
The amount and allocation of lanes allowed for proper vehicular flow, avoiding severe
congestion during peak hours at Terminals 2 and 3.
CONCLUSIONS
Services
Exceptional customer service was consistently highlighted in the passenger surveys, including the
following factors:
• Agents were consistently knowledgeable, friendly, courteous, and helpful to passengers.
• Ticketing counters were sufficiently staffed.
• Information counters were present throughout the terminal.
• Passenger processing was quick and efficient.
• Sufficient retail and food and beverage choices were provided in both terminals.
• A sufficient number of lanes were open to handle arriving passengers at the security control
checkpoint.
Technology
One of CUN’s strengths is the use of technology to enhance airport operations and to facilitate
passenger processing. The traveler-friendly features stood out at CUN’s Terminals 1 and 2:
• Self-service kiosks are available for a large share of airlines and are used frequently.
• Due to the common-use allocation of counters, airlines have enough counters to handle
passenger flows.
• The use of a state-of-the-art airport management system, SITA – Global Air Transport
Technology, helps the airport proactively coordinate all of its functions in real time in case of
delays or unforeseen events. SITA allows all service providers, authorities, and commercial
service concessionaires, and most airport employees, access to its system so they can conduct
and manage their operations proactively in case there are unanticipated delays or changes in
airport traffic.
Facilities
The facilities were considered to be exceptionally clean in all areas of the airport. Equipment,
furnishings, and finishes are well maintained and appeared to be in good working order.
Surveyed passengers frequently commented on the overall cleanliness of the airport. Passengers
also commented positively on the airport layout and said that it felt open or spacious even
during peak hours. The Experts concluded that the following factors influenced the passengers’
perception of traveler friendliness at CUN:
• Cleaning staff are always present.
• Long tables behind the security control checkpoint prevent overcrowding in that area.
• Space beyond the security checkpoint (over 3.5 meters between the conveyor belt and tables)
is sufficient to allow passengers to collect their belongings and to move around the area.
• Access roads were considered safe for pedestrians crossing from the adjacent long-term
parking lots.
64
• Curbside shelter is present in both Terminals 2 and 3. This is an important passenger-friendly
feature, especially in economies with irregular weather patterns or long rainy seasons.
• The departures concourse’s high ceiling in Terminal 3 provide a sense of spaciousness and
openness.
• The layout enables short connecting times and acceptable walking distances.
• Restroom facilities are adequate.
• Traffic from informal taxis is effectively mitigated by the layout of the arrivals and departures
curbsides.
• The amount and allocation of lanes prevent severe traffic congestion.
Personnel
Through stakeholder interviews, the Experts noted that airport management at CUN
emphasized customer service. CUN maintains frequent communication with its airlines, vendors,
and contractors to ensure that everyone’s needs are met and that a passenger-friendly culture is
maintained. These efforts resulted in the surveyed passengers’ perceptions of staff as friendly.
Not one negative comment was received regarding a staff member’s conduct, appearance, or
level of helpfulness.
JORGE CHAVEZ
INTERNATIONAL AIRPORT,
PERU
AIRPORT BACKGROUND
Jorge Chávez International Airport (LIM, Image 26) is Peru’s main international and domestic
airport and is located approximately 11 kilometers northwest of the capital city of Lima.
In order to improve and expand
the airport, the Peruvian
government decided to privatize
it and awarded a 30-year
concession to Lima Airport
Partners (LAP) in February 2001.
Initially, LAP was a joint venture
between Fraport AG Frankfurt
Airport Services, Bechtel
Enterprises International, and
local Peruvian construction
company Cosapi S.A. Bechtel
and Cosapi sold their shares in
LAP to Alterra Lima Holdings in
2007; Fraport eventually
acquired the shares from Alterra
and became the primary
shareholder in LAP.
In 2008, the International Finance Corporation and the Fund for Investment in Infrastructure,
Public Services and Natural Resources, managed by AC Capitales SAFI S.A., became partners of
LAP. The current distribution of shares is 70.01% to Fraport, 19.99% to International Finance
Corporation, and 10% to the Fund for Investment in Infrastructure, Public Services and Natural
Resources.
Over the last decade, the airport has received the following recognitions and awards:
• Best Airport in South America (World Airport Awards), 2009–2015;
• Best Airport Staff (Skytrax Research), 2009 and 2011–2014;
• South America's Leading Airport (World Travel Awards), 2009–2013; and
• Best VIP Lounge in the World (Priority Pass), 2009 and 2010.
AIRPORT TERMINAL
LIM serves multiple domestic and international carriers including Air France, Aerolineas
Argentina, Air Canada, AeroMexico, Avianca, American Airlines, British Airways, Continental,
Image 26. Jorge Chávez International Airport Location
Map data: Google, TerraMetric, Digital Globe.
66
Copa Airlines, Delta Air Lines, Jet Blue, KLM, LAN Airlines, Iberia, LC Peru, Star Peru, Peruvian,
Sky Airlines, Spirit, Tame, United Airlines, and Viva Colombia Airlines. LAN and Avianca are the
primary carriers and provide both international and domestic flights. LIM serves multiple South
American, North American, and European destinations.
The passenger terminal at LIM has two levels:
• Level 1 houses arrivals and departures curbsides, check-in, inbound and outbound baggage
make-up, well-wishers area, bus gates, arrivals concourse, baggage claim, customs control,
meeters-and-greeters area, and ground transportation area.
• Level 2 houses public retail and food and beverage area, security control, health services,
immigration and emigration control, departures concourse, airline offices, airside retail and
food and beverage concessions area, and departure holdrooms/passenger waiting areas.
The passenger terminal is configured in a linear north-and-south direction. The north side of the
terminal houses check-in for departing passengers and services for domestic arriving passengers.
The south end houses services for international arriving passengers. The terminal also
accommodates an eight-story LAP administration office complex.
A total of 33 departure gates are provided for commercial flights. Three swing gates (Gates 14
to16) serve both domestic and international flights. Gates 1 to13 are used for domestic flights
and Gates 17 to 39 for international flights. Gates 1 to 7 are domestic bus gates, from which
passengers are transported to remote aircraft stands, and Gates 27 and 28 are international bus
gates. Nineteen contact stands are serviced via passenger boarding bridges and include
preconditioned air and 400 Hz power supply.
ON-SITE ASSESSMENT
On-site assessment of the terminal facilities was conducted from February 2–6, 2016. Surveys
were conducted for Avianca, LAN Airlines, and Peruvian Airlines.
PASSENGER TERMINAL FACILITIES
Departures Passenger-Processing Areas
As depicted in Figure 8, passengers enter the terminal at Level 1 and proceed to the check-in
area, which is not open to the general public. Other visitors must enter the terminal at the
north end to reach the public well-wishers area. International and domestic check-ins occur in
the same area. Once checked in, passengers proceed to the north into a dedicated well-wishers
area that includes various concessions as well as airline ticketing counters. Passengers and
visitors can also proceed to Level 2, where additional retail shops and eateries are available.
Figure 8. LIM Passenger Arrival and Departure Flows
Source: Nathan Associates Inc.
On Level 2, all departing passengers then proceed to boarding pass control and are separated
into international and domestic flights. International passengers show their passport and
boarding pass, and domestic passengers show their Peruvian identification card or passport
prior to proceeding to security control.
At security control, all passengers place their carry-on items on a conveyor leading to a baggage
screening device. They then proceed through a walk-through metal detector, collect their
belongings, and exit the security area. International passengers proceed to the emigration-
control area, while domestic passengers enter the domestic concourse.
At emigration control, international passengers proceed to one of 24 stations where they
provide their passport for travel authorization. Once cleared, they exit into a duty-free retail
area and proceed to the departures concourse.
Within both the international and domestic departures concourses, various retail and food and
beverage options are available. When passengers are called to board their flight, they proceed to
their assigned gate, present their travel documents, and board the aircraft. Passengers on United
States–bound flights are required to proceed through a secondary security control before
boarding.
68
Departures Curbside
As depicted in Image 27, the terminal curbside is approximately 6 meters wide and extends the
entire length of the terminal. The terminal access roads include a ground-level roadway with
two areas that serve as the primary access points for all passengers arriving and departing the
terminal. The north end of the curbside area is allocated to domestic departures and arrivals,
while the south end is allocated to international arrivals and departures.
Image 27. Departures and Arrivals Curbside Area
Source: Nathan Associates, Inc.
The access road is a one-way, north-to-south loop with six lanes, which are allocated as follows:
• Lane 1, located closest to the terminal facility, is a VIP drop-off and pickup lane; it is also used
by emergency vehicles. No buses or public vehicles are allowed access. Once passengers are
dropped off or picked up, the vehicles enter Lane 2 and proceed in a southerly direction to
exit the terminal.
• Lane 2 serves as an exclusive bypass lane. No vehicles are authorized to stop or park, and no
buses or public vehicles are allowed access.
• Lane 3 is separated from Lanes 1 and 2 by an island about 2 meters wide. It is allocated to
Green Taxis, an authorized ground transportation service. Once passengers are dropped off
or picked up, vehicles enter Lane 4 and proceed in a southerly direction to exit the terminal.
• Lane 4 is a dedicated bypass lane; no vehicles are authorized to stop or park.
• Lane 5 is separated from Lanes 3 and 4 by another island, also about 2 meters wide. It is
allocated to taxis, personal vehicles, and buses. Five-minute parking for drop-off or pickup is
permitted. Once passengers are dropped off or picked up, vehicles enter Lane 6 and proceed
in a southerly direction to exit the terminal.
• Lane 6, located farthest from the terminal, is a dedicated bypass lane; no vehicles are
authorized to stop or park.
Short- and long-term parking is located adjacent to the access roadways.
Observations
• Porter assistance was available.
• Baggage trolleys were available for arriving passengers. Airport staff promptly collected
unused trolleys and returned them to the terminal facility.
• The parking and terminal area were secured.
Terminal Entrance and Boarding Pass Control
The terminal has 12 entrances. Entrances 1–5 are located on the south end of the curbside area
and are open to the public. They are allocated to international arriving passengers, although
Entrances 4–5 primarily serve the LAP administration areas and airline offices.
Entrances 6–9 serve the international and domestic check-in areas. Before entering the terminal,
passengers are asked to provide identification and travel documents. Only passengers are
allowed access to the immediate check-in area. No other security screening is conducted at this
location. Entrances 10–12 are public areas that are allocated to domestic arriving passengers but
also allow access to the domestic meeters-and-greeters area and the international well-wishers
area.
Observations
• Passengers were processed in a quick and efficient manner.
• Security personnel were considered friendly, courteous, and helpful.
Departures Hall/Check-in
Entrances 6–9 lead directly into the departures hall and check-in area (Image 28). The check-in
area has 54 common-use counters, placed in a row against the west end of the departures hall.
Self-service kiosks are provided for passengers traveling with Air France, Aerolineas Argentina,
Air Canada, Avianca, American Airlines, Delta Air Lines, KLM, LAN Airlines, and United
Airlines.
Image 28. Check-In Area
Source: Nathan Associates, Inc.
70
Image 29. Domestic Arrivals and Departures Halls
Source: Nathan Associates, Inc.
Observations
• Facilities were exceptionally clean, and cleaning staff were always present.
• Airport staff were consistently courteous and helpful to guests.
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
• LAN Airlines check-in:
The majority of travelers were considered leisure travelers.
Agents were consistently knowledgeable, friendly, courteous, and helpful to passengers.
Agents were professionally dressed.
Counters were sufficiently staffed to handle the quantities of passengers present. In the
event that queue lengths increased, additional counters and agents were immediately
allocated.
Queue lengths and waiting times were acceptable.
Due to the common-use allocation of counters, LAN agents were required to break
down stanchions or move them into place to mark queuing lanes.
• Avianca check-in:
Agents were consistently knowledgeable, friendly, courteous, and helpful to passengers.
Agents were professionally dressed.
Counters were sufficiently staffed to handle the quantities of passengers present. In the
event that queue lengths increased, additional counters and agents were immediately
allocated.
• Peruvian check-in:
Agents were professionally dressed.
• Dedicated check-in was provided for passengers requiring special assistance, including elderly
passengers, pregnant women, mothers with babies, and disabled passengers.
Well-Wishers Area
Once check-in is completed, departing passengers proceed north to the well-wishers area,
where they are reconnected with their acquaintances. Passengers and visitors can then proceed
to Level 2 via an escalator to a public retail and concession area.
Observations
• The public area located on Level 1 accommodates domestic arriving passengers as well as all
departing passengers.
• Facilities were exceptionally clean, and cleaning staff were always present.
• Airport staff were consistently courteous and helpful to guests.
Boarding Pass and Identification Control
From the public area, passengers proceed to the boarding pass and identification control area
(Image 30). At this stage, passengers and guests are separated. Upon entering this area,
international passengers proceed to the left and domestic passengers to the right. International
passengers must provide a passport and a boarding pass. The boarding pass is scanned for
authenticity and to determine if the passenger has already proceeded through security control.
Passengers who are re-entering the airside area after having left it are required to pay a
departure fee. International passengers are required to pay approximately US$31 and domestic
passengers are required to pay approximately US$11. There are eight verification stations.
Image 30. Boarding Pass/Identification Control
Source: Nathan Associates, Inc.
Observations
• Processing times were excellent.
• There was limited to no congestion during the survey.
• Security personnel were considered friendly, courteous, and helpful.
Security Control
After completing the boarding pass and identification control procedures, passengers enter the
security control area (Image 31), which serves as the boundary between landside and airside
operations. Screening is conducted by means of a walk-through metal detector and baggage
screening devices, and may also include a manual search using handheld metal detectors. Twelve
security lanes are provided; they can be distributed as needed between international or
72
domestic passengers. A barrier located beyond the screening area separates international and
domestic passengers.
Image 31. Security Control
Source: Nathan Associates, Inc.
Observations
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
• No congestion was observed during the survey.
• Agents were considered friendly, courteous, and helpful.
Emigration—Outgoing Passport Control
The emigration control area (Image 32) has 24 counters, configured in a face-to-face layout.
Four queuing lanes are provided: one for general passengers, one for employees, one for airline
crew and diplomats, and one for passengers who are elderly or disabled or otherwise require
special assistance.
Image 32. Emigration Control
Source: Nathan Associates, Inc.
Observations
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
• No congestion was observed during the survey.
• Agents were considered friendly, courteous, and helpful.
Departures Concourse
A total of 33 departure gates are provided for commercial flights. Gates 1 to 13 are allocated to
domestic flights (of these, Gates 1to 7 are bus lounges). Three swing gates (Gates 14 to16)
serve both domestic and international flights. Gates 17 to 33 are allocated to international flights
(Gates 27 and 28 are bus lounges).
Multiple retail and food and beverage operators are located throughout the departures
concourse in the domestic and international areas. The international concourse provides duty-
free shopping as well as three restaurants and two fast-food concessions. Duty-free shopping is
considered the largest contributor to concession revenue, and the existing duty-free area is
being expanded to accommodate additional shops.
Observations
• The layout helped shorten connecting times.
• There was limited to no congestion during the survey.
• Lounges were considered large enough to accommodate allocated flights.
• All areas were considered clean and functional.
• Adequate restrooms and other passenger amenities were provided.
• The bus lounges appeared to be too small to accommodate passengers during peak periods.
• Airline and VIP lounges were too small for the demand.
• Agents were considered friendly, courteous, and helpful.
Arrivals Passenger-Processing Areas
Passengers enter the terminal at Level 2 via passenger boarding bridges and proceed to Level 1
to the immigration control area. Before reaching immigration control, passengers transferring
from one international flight to another veer to the right and proceed to a security control area
to be cleared for re-entry to the departures concourse on Level 2.
In the immigration control area, passengers provide documentation and obtain approval to enter
Peru. After that, they have another opportunity to purchase duty-free goods. Next, they enter
the baggage claim area and proceed to the device (one of six) that is allocated to their flight.
After they collect their belongings, they proceed to customs control, where all checked and
carry-on bags are screened. Passengers place their belongings on a conveyor for screening, show
their identification and a baggage declaration form, which is eventually collected by a customs
official, and collect their belongings after screening. Some passengers are selected for a
secondary screening involving a manual search.
After clearing customs, passengers enter the arrivals hall, which contains some small retail and
fast-food concessions and access to ground transportation providers. This is a nonsterile public
area in which passengers can meet their acquaintances. They then exit to the arrivals curbside
area and proceed to the parking area or are picked up at the curb.
74
Arrivals Concourse
Passengers disembark at Level 2 and proceed to Level 1 via escalators, elevators, and stairways.
They continue along the arrivals concourse (Image 33), which is located next to the exterior
wall; windows provide abundant natural light and a view over the apron area of airports where
aircrafts are parked, unloaded or loaded, refueled, or boarded. A corridor with a moving
walkway leads to the central area of the terminal; the work of local Peruvian artists is displayed.
At the end of the corridor, international connecting passengers proceed to a security screening
area and then back up to the departures concourse; all other international arriving passengers
proceed to immigration control.
Image 33. Arrivals Concourse
Source: Nathan Associates, Inc.
Observations
• The layout helped shorten connecting times.
• All areas were considered exceptionally clean and well maintained.
• Adequate restrooms and other amenities were provided.
• Agents were considered friendly, courteous, and helpful toward arriving passengers.
• Numerous agents were available to assist passengers.
• The arrivals concourse offered a friendly, welcoming atmosphere that showcased Peruvian
culture in art displays and photographs of popular tourist destinations provided by the
Ministry of Tourism.
• Walking distances were acceptable, and moving walkways were available.
Immigration—Incoming Passport Control
All inbound and outbound immigration control procedures are regulated by the Government of
Peru and carried out by the Superintendencia Nacional de Migraciones (National
Superintendency of Migration). These are carried out in one primary area that includes 30 face-
to-face booths (Image 34). Separate lanes are provided for airline crew and diplomats; all other
passengers proceed through one queue.
Image 34. Immigration Control
Source: Nathan Associates, Inc.
All passengers must present identification and an entry/exit card (Tarjeta Andina de Migración,
or Andean Migration Card)) that is collected at immigration control. Once all immigration
formalities have been completed, passengers have a final opportunity to purchase duty-free
goods.
Observations
• All areas were considered exceptionally clean and well maintained.
• Immigration agents were considered friendly, courteous, and helpful toward arriving
passengers.
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
• A sufficient number of booths were open to handle arriving passengers. As soon as lines began
to form, more agents were allocated and additional booths were opened.
Baggage Claim Area
After clearing immigration control, passengers proceed to the baggage claim area (Image 35),
which contains six baggage carousels, trolleys, and various support offices. The carousels include
one small device capable of handling a narrow-body aircraft and five baggage carousel devices
large enough to accommodate a wide-body aircraft or multiple narrow-body aircraft.
Image 35. Baggage Claim
Source: Nathan Associates, Inc.
76
Observations
• Baggage transfer times were acceptable.
• All areas were considered exceptionally clean and well maintained.
• Sufficient lanes were open to handle arriving passengers.
• Baggage trolleys were well organized and available in sufficient numbers.
• Porters were available to assist passengers and collect unused baggage trolleys.
Customs Control Area
Once passengers have obtained their baggage, they enter the customs control area (Image 36).
Customs control is operated by the Servicio Nacional de Sanidad Agraria (National Service of
Agrarian Health). Passengers with items to declare proceed to a customs declaration office on
the north side of the customs control area next to the secondary inspection area. Passengers
with nothing to declare proceed directly to one of six lanes, where they place their belongings
on a conveyor; as the bags are being screened, the passengers submit their baggage declaration
forms to an agent. Some passengers are required to undergo a second, more thorough
screening, which is carried out on the west side of the screening area, after which they are
either cleared to leave or directed to an adjacent office to declare items and pay the relevant
duties. After clearing customs, passengers proceed to the arrivals hall and meeters-and-greeters
area.
Image 36. Customs Control Area
Source: Nathan Associates, Inc.
Observations
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
• Agents were considered friendly, courteous, and helpful toward arriving passengers. Agents
helped passengers place their bags on the conveyors of the screening devices.
• A sufficient number of lanes were open to handle arriving passengers.
• All areas were considered exceptionally clean and well maintained.
Arrivals Hall/Meeters-and-Greeter’s Area
In the arrivals hall (Image 37), passengers meet their acquaintances. The area immediately after
the customs control exit contains various vendors with whom passengers can organize and pre-
pay for ground transportation.
Image 37. Arrivals Hall and Meeters-and-Greeters Area
Source: Nathan Associates, Inc.
Observations
• The area was under construction and is anticipated to include additional concession spaces.
• Trolleys were well organized and available in sufficient numbers.
• Porters were available to assist passengers and collect unused baggage trolleys.
• All areas were considered exceptionally clean and well maintained.
Arrivals Curbside
Once passengers exit the terminal on the south end, they enter the arrivals curbside area, which
includes access to additional baggage trolleys and a dedicated pickup area for international
arriving passengers. The curbside is approximately 6 meters wide and extends the length of the
terminal. Domestic arriving passengers enter directly from the departures concourse into the
meeters-and-greeters area and exit to the domestic arrivals curbside area on the north end of
the terminal (Image 38, right).
Image 38. Departures and Arrivals Curbside Areas
Source: Nathan Associates, Inc.
78
Observations
• Porter assistance was available.
• Baggage trolleys were available for arriving passengers. Airport staff promptly collected
unused baggage trolleys and returned them to the terminal facility.
• The parking and terminal area were secured.
Ground Transportation
Parking
LIM provides over 1,400 parking spaces that accommodate long- and short-term parking. The
airport also provides parking spaces for buses, airport taxis, and rental cars.
Ground Transportation
LIM provides several transportation options for arriving passengers, including taxis, collective
taxis, hotel shuttles, and buses. Car rental services are also available.
Observations
The amount and allocation of lanes allows for proper vehicular flow, avoiding severe congestion
during peak hours.
CONCLUSION
Services
Exceptional customer service is continually provided to passengers by all airport staff, including
airline staff and security, immigration, and customs personnel. Services such as the VIP lounge
and massage services were highly regarded by passengers.
Technology
Self-service check-in kiosks are widely available; flight information displays and wayfinding signs
are available and visible throughout the airport terminal.
Facilities
The facilities were considered to be exceptionally clean in all areas of the airport. Equipment,
furnishings, and finishes are well maintained and appeared to be in good working order.
Surveyed passengers frequently commented on the cleanliness of the airport.
Personnel
Among LAP’s greatest assets are its employees and its relationships with airlines, vendors, and
contractors. During the assessment, the Experts continually observed and experienced airport
employees, airline personnel, and government agents greeting and assisting passengers
throughout the airport. Although airports may implement additional technology and specialty
services, ultimately, a friendly smile from an airline agent or airport staff member can make a
passenger’s stressful journey through the airport a positive experience. All passengers surveyed
also supported this observation. Not one negative comment was received regarding a staff
member’s conduct, appearance, or level of helpfulness.
80
PORTLAND INTERNATIONAL
AIRPORT, UNITED STATES
AIRPORT BACKGROUND
Portland International Airport
(PDX, Image 39) is located 19 km
northeast of downtown Portland,
in northwest Oregon near the
border with Washington State. In
2015, PDX served 16,850,952
passengers and handled 218,021
aircraft operations. PDX provides
nonstop flights to a number of
international and domestic
locations and has recently been
expanding service routes. In May
2016, the airport started to serve
flights to Toronto, Canada, its
tenth international destination.
PDX’s other international
nonstop destinations are Vancouver (British Columbia) and Calgary (Alberta), Canada; Tokyo,
Japan; Guadalajara, San Jose del Cabo, and Puerto Vallarta, Mexico; Frankfurt, Germany;
Reykjavik, Iceland; and Amsterdam, Netherlands.
PDX is owned and operated by the Port of Portland, which also owns the neighboring airports
of Hillsboro and Troutdale and four marine terminals. Hillsboro and Troutdale help relieve
demand on PDX by providing services for corporate and private aircraft (Port of Portland
2015). PDX’s main sources of revenue are parking fees, facility rentals, aircraft landing fees, and
concession agreements for various services and equipment. PDX has received multiple
recognitions and awards over the last decade, including
• Best Airport in the United States (Travel + Leisure), 2013–2016;
• Best Airport in the United States (Conde Nast Traveler Business Travel Awards), four times
between 2006 and 2010;
• #1 Large United States Airport (JD Powers and Associates), 2015.
AIRPORT TERMINALS
PDX serves multiple domestic and international carriers including Alaska Airlines, Allegiant Air,
American Airlines, Compass Airlines, Condor, Delta Air Lines, Frontier Airlines, Hawaiian
Airlines, Horizon Airlines, Icelandair, Air Canada Jazz Air, JetBlue, PenAir, Republic Airline,
Seaport Airlines, SkyWest Airlines, Southwest, Spirit, Sun Country Airlines, United Airlines,
Virgin America and Volaris, and XTRA Airways. Based on the airline and cargo operating
agreements, airlines that operate at PDX guarantee that revenues are equal to operation and
Image 39. Portland International Airport Location and Surroundings
Map data: Google.
management costs. In 2015, Alaska Airlines (23.6%) and Southwest Airlines (18.4%) held the
highest market share (Portland International Airport 2015).
The PDX terminal has five concourses (A–E) and two runways. The north runway was recently
extended by 1,825 feet to allow it to handle larger aircraft, and the south runway was
completely reconstructed, its deteriorating asphalt replaced with an all-concrete surface (Port of
Portland 2016).
The passenger terminal has three levels:
• Level 1 contains the arrivals curbside, inbound and outbound baggage make-up, bus gates,
baggage claim, immigration control, customs control, and ground transportation.
• Level 2 contains check-in, public and airside retail and food and beverage areas, departures
and arrivals concourses, security control, health services, and airline offices.
• Level 3 contains a conference center.
The terminal has an H-shaped design (Figure 9) with two concourse areas running east to west
and a core area running north to south that contains the rest of the airport facilities, including
check-in for departing and arriving international and domestic passengers. The concourse areas
contain multiple services for passengers, including retail and food and beverage concessions and
a children’s playground.
Figure 9. Terminal Map
Source: flypdx.com.
PDX has 60 departure gates for commercial flights. Of these, 46 are contact gates (in B, C, D,
and E concourses), of which 26 are common-use gates and the other 20 are leased to air
carriers. The remaining gates are bus or ground-level gates (in A concourse).
ON-SITE ASSESSMENT
ON-SITE ASSESSMENT OF THE TERMINAL FACILITIES WAS
CONDUCTED FROM MARCH 18–21, 2016. SURVEYS WERE
CONDUCTED FOR ALASKA AIRLINES, SOUTHWEST
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AIRLINES, AND DELTA AIR LINES. PASSENGER TERMINAL
FACILITIES
Passengers enter the terminal at Level 2 from the departures curbside area and proceed to the
check-in area (Figure 10). Once checked in, they proceed through a wide hallway with food and
retail concessions on each side toward one of two security control checkpoints that grant
access to Concourses A–C on the south side and Concourses D and E on the north side.
Before passengers enter security control, a U.S. Transportation Security Administration (TSA)
agent checks their identification.
Figure 10. PDX Passenger Arrival and Departure Flows
Source: Nathan Associates, Inc.
At security control, both international and domestic passengers place all carry-on items on a
conveyor for screening by a baggage screening device. Passengers then proceed through a walk-
through millimeter wave body scanner (which scans the whole body for concealed objects) and
collect their belongings. Once they clear security control, passengers enter one of the
concourses, where multiple retail, duty-free, and food concessions are available. The two
concourses are connected by a hallway with moving walkways. Other amenities, including airline
lounges, work desks, and a children’s playground, are available.
When passengers are called to board, they proceed to their assigned gate, present their travel
documents, and board the aircraft.
Departures Curbside
The terminal curbside is approximately 5 meters wide and extends the length of the terminal
(Image 40). Access roads include a ground-level roadway with multiple terminal access points.
They are composed of one-way, north to south, loop roadways that are allocated as follows:
• Lanes 1 to 4, located closest to the terminal, allow general vehicles to drop passengers off.
Once passengers are dropped off, the vehicles proceed in a southerly direction to exit the
airport.
• Lanes 4 to 8 are reserved for airport shuttle and airport taxi drop-off.
A short-term parking garage is located adjacent to the access roadways.
Image 40. Departures Curbside Area
Source: Nathan Associates, Inc.
Observations
• The landside access and curbside areas functioned efficiently; significant congestion was not
seen during peak periods of operations.
• Wide and raised crossings helped keep speeds low and allowed passengers to cross safely.;
• The entire departures curbside and runway were covered by a ceiling that hangs on top of the
terminal and the multistory short-term parking garage.
• Pre-check-in counters and baggage trolleys were available for arriving passengers. Airport staff
promptly collected unused baggage trolleys and returned them to the terminal facility.
Departures Hall/Check-In
The check-in area consists of multiple staffed counters and 60 self-check-in kiosks that are
located in a linear configuration opposite the check-in counters (Image 41). Self-service kiosks
are provided for Alaska Airlines, United Airlines, Southwest Airlines, American Airlines, and
Virgin America.
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Image 41. Check-In Areas, Staffed and Self-Service
Source: Nathan Associates, Inc.
Observations
• Facilities were exceptionally clean; cleaning staff were always present.
• Airport staff were consistently courteous and helpful to guests.
• Information counters and screens displaying flight information were present within the check-
in area. Airport directory maps were present next to the flight information displays.
• The majority of travelers were considered leisure travelers (during the year 2015, 72% out of
28% were leisure travelers—Port of Portland 2015).
• Agents were consistently knowledgeable, friendly, courteous, and helpful to passengers.
• Some airline agents wore a jersey from a Portland sports team with the goal of creating a
more relaxed and friendly environment.
• Counters were sufficiently staffed to handle the quantities of passengers present. When
queues got longer, airlines reacted promptly to bring in additional staff.
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
• Self-service kiosks were used frequently.
Security Control
After check-in, passengers proceed either south or north through a wide hallway with food and
retail concessions on each side toward one of two security control checkpoints. Before
passengers enter security control, a TSA agent checks their identification. The security control
area serves as the boundary between landside and airside operations and involves a
comprehensive screening of all passengers and their belongings. Screening is conducted by the
use of a millimeter wave body scanner and baggage screening devices and may also include a
manual search using a handheld metal detector. Each checkpoint has eight security lanes and a
separate lane that allows crew members and disabled travelers to move to the front of one of
the eight lanes. Stations for discarding liquids (Image 42) are located next to each entrance to
the security control checkpoints.
Image 42. Receptacle for Liquids to Be Discarded
Before Entering Security Control
Source: Nathan Associates, Inc.
Observations
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
• No significant congestion was observed during the survey.
• Agents were considered friendly, courteous, and helpful. When a foreign-language-speaking
passenger struggled to understand an agent’s instructions, the agent patiently took the time to
explain with the help of nearby passengers.
Departures Concourse
A total of 60 departure gates are provided for commercial flights. Concourse areas are split into
five sections labeled A through E.
Multiple retail and food and beverage operators are located throughout the departures
concourses. Areas with food and beverage concessions have tables, chairs, and couches in the
center of the concourse hallway (Image 43). Lounges are located in Concourses C (Alaska
Airlines), D (Delta Air Lines), and E (United Airlines). A children’s playground is located in the
departures concourse (Image 44), and local artwork is on display throughout the terminal
(Image 45).
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Image 43. Food and Beverage Service and Seating Areas
Source: Nathan Associates, Inc.
Image 44. Playground Inside the Departures
Concourse
Source: Nathan Associates, Inc.
Image 45. Local Artwork in Airport Concourses
Source: Nathan Associates, Inc.
Image 46. Retail Outlet with Produce from Local
Farmer’s Market
Source: Nathan Associates, Inc.
Observations
• The H-shaped layout enabled short walking distances.
• Moving walkways along the north and south concourses helped passengers get to their gates
faster.
• Sufficient retail and food and beverage spaces were provided in both terminals. Seating areas
in the middle of concourse hallways gave the area an inviting and relaxing feeling.
• The intersecting points where the concourses meet security control have high ceilings and
large windows that allow a good view of the natural landscape behind the runways.
• No congestion was observed during the survey.
• Airline lounges are available for three airlines in three different concourses.
• All areas were considered clean and functional.
• Adequate restrooms and other passenger amenities were provided.
• Agents were considered friendly, courteous, and helpful.
• The carpet gave the terminal a warm and hospitable feeling.
Arrivals Concourse
While domestic passengers enter the same concourse areas as departing passengers,
international passengers enter the terminal at a bridge gate that leads them to immigration in
Level 1.
Observations
• The layout helped shorten connecting times for arriving international passengers.
• All areas were considered exceptionally clean and well maintained.
• Adequate restrooms and other passenger amenities were provided.
• Walking distances were acceptable.
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Immigration—Incoming Passport Control and Customs Control Areas
All inbound and outbound immigration control procedures are regulated by the U.S.
Department of Homeland Security (DHS). Upon arriving at the immigration control area,
noncitizen passengers follow a separate line to proceed to the immigrations counters to submit
arrival/immigration documents to obtain approval to enter the U.S. U.S. and Canadian citizens
and U.S. permanent residents use an APC kiosk (Image 47), which substantially shortens
processing times.
Image 47. APC Kiosks
Source: U.S. Customs and Border Control 2016.
Instead of completing a declaration form, passengers scan their passports, complete a series of
customs declaration questions on a touch screen, have their picture taken by the machine, and
get a receipt that they show to a U.S. Customs and Border Protection officer in a separate line
to complete the process. There is also an expedited line for passengers enrolled in the TSA
Global Entry program (i.e. trusted traveler program) and crew members. There are 10
immigration control booths.
International travelers who have been approved under the Electronic System for Travel
Authorization (only available to citizens from the 38 economies covered by the Visa Waiver
Program) can also use the APC kiosks, if they have a passport with an electronic chip.
Once passengers have cleared immigration, they proceed to customs control, where they go
through a quick line where the officer collects the completed customs form. Passengers who are
required to undergo a bag screening by the immigration control officer proceed through a
separate customs control line where their bags are inspected.
Observations
• All areas were considered exceptionally clean and well maintained.
• There were no substantial delays or lengthy queues; processing times were deemed
appropriate.
• On average, APC kiosk users completed the immigration process 35% faster than those who
could not use the kiosks.
• DHS staff were friendly and attentive to passengers’ needs.
Baggage Claim Area
After clearing immigration and customs, passengers proceed to the arrivals/departures
concourse on Level 2, walk toward the security control area to exit on the side facing the main
part of the terminal by the concessions hallway and check-in area, and go down one flight of
stairs to the ground level, where baggage claim is located. The area includes baggage carousels,
baggage trolleys, and various support offices. The baggage claim area has nine baggage claim
devices. Two tunnels, north and south, connect passengers to the short- and long-term parking
garages, as well as the rental car center. There are moving walkways in the tunnels.
Observations
• Baggage transfer times were acceptable.
• All areas were considered exceptionally clean and well maintained.
• A sufficient number of lanes were open to handle arriving passengers.
• Baggage trolleys were well organized and available in sufficient numbers.
Arrivals Curbside
The terminal curbside is approximately 5 meters wide and extends the length of the terminal.
The arrivals curbside is located on the ground level on the main side of the terminal. All access
roads are composed of one-way, north to south, loop roadways that are allocated as follows:
• Lanes 1 to 4, located closest to the terminal facility, are for public vehicles picking passengers
up. Once passengers are picked up, the vehicles proceed in a southerly direction to exit the
airport. Buses that service the airport also use these lanes.
• Lanes 5 to 8 are reserved for airport shuttle and airport taxi pickup. Uber and Lyft vehicles
can also pick up passengers in these lanes.
The short-term parking garage that is located adjacent to the access roadways is also accessible
through the ground-level arrivals curbside area.
Observations
• The arrivals curbside area functioned efficiently; significant congestion was not seen during
peak periods.
• Wide and raised crossings helped keep speeds low and allowed passengers to cross safely.
• The entire departures curbside and runway are covered by a ceiling that hangs on top of the
terminal and the short-term multistory parking garage.
• Pre-check-in counters and baggage trolleys were available for arriving passengers. Airport staff
promptly collected baggage trolleys and returned them to the terminal facility.
Landside Ground Transportation
Parking
• Short-term parking (more than 3,300 spaces) is available in a multistory garage that is located
next to the terminal and connected to it by a skybridge.
90
• Long-term parking (more than 3,000 spaces) is available in a garage that is located near the
terminal and connected to it by tunnels with moving walkways.
• Economy parking (7,900 spaces) is available near the airport in an open lot. PDX provides free
buses 24 hours a day, 7 days a week, to connect passengers with the terminal in a seven- to
nine-minute ride.
• Motorcycle and bicycle parking is available at the northern end of the departures curbside.
• Valet parking is available at the southern end of the departures curbside.
Ground Transportation
PDX provides several transportation options for arriving passengers, including the following:
• Taxis, standard and luxury (e.g., Tesla cars), are available; a trip to downtown Portland can
take 30 minutes and cost US$35.
• Airport shuttles connect to multiple hotels and to downtown Portland; the latter costs
USS$14.
• Car rentals are available from multiple providers; rates vary.
• Public transit, in the form of the MAX Red Tram Line (Image 48), connects PDX with
downtown Portland; the trip takes 38 minutes and costs US$2.50 (Portland Travel Tips 2013).
Image 48. MAX Red Line Tram Station
Source: Wilson 2004.
Observations
• The amount and allocation of lanes allows for proper vehicular flow, avoiding severe
congestion during peak hours.
• The airport offers multiple easily accessible parking and ground transportation options.
• PDX’s website provides a map of ground transportation options with a rate calculator, and
live tracking of space availability at each lot (FlyPDX 2016).
CONCLUSIONS
Services
PDX stands out for the high quality of customer service across all airport service providers.
Exceptional customer service was continually highlighted in the passenger surveys. The following
factors contributed particularly to the airport’s traveler friendliness:
• Airport and airline staff are consistently knowledgeable, friendly, courteous, and helpful to
passengers.
• Food and retail concession employees are friendly, courteous, and helpful to passengers.
• Wayfinding technology is present throughout the terminal.
• Passenger processing is quick and efficient at all processing points.
• Sufficient retail and food and beverage choices are provided in both terminals.
• Passenger surveys indicated that travelers were mostly pleased with the free Wi-Fi service
available everywhere in the airport terminal.
• Passengers were very pleased about the low prices at all food and beverage and retail
concessions. This is due to PDX’s “street pricing” policy, that is the cost of food and beverage
and retail items match the normal price point of the stores outside of the airport. Spending
per passenger at PDX was the highest among U.S. airports at US$ 12.35 in fiscal year 2015
(Port of Portland 2015).
• Passengers were very pleased about the availability of locally sourced and healthy food and
beverage choices.
• Multiple options make ground transportation at the airport highly convenient to both leisure
and business travelers.
• Lounges are available for three airlines in three different concourses.
• The Port of Portland has a research team that frequently tracks passenger satisfaction and
preferences.
Technology
PDX makes good use of technology, including the following, to enhance passengers’ experience:
• Self-service kiosks are available for a large share of airlines and are widely used by passengers.
• Information displays with an airport map and flight information screens are well distributed
throughout the airport, making wayfinding easier.
• PDX’s free and fast Wi-Fi is what passengers highlighted the most in the passenger surveys.
This is one of the most important factors affecting traveler friendliness.
Facilities
The following aspects of the airport facilities influenced passengers’ perception of traveler
friendliness at PDX:
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• All areas were considered clean and functional.
• Equipment, furnishings, and finishes are well maintained and appear to be in good working
order.
• Access roads were considered safe for pedestrians crossing from the adjacent roadways and
the short-term parking lot.
• The H-shaped layout allows for short walking distances.
• The presence of moving walkways along the north and south concourses also helps
passengers get to their gates faster.
• Adequate restrooms are provided.
• The amount and allocation of lanes allowed for proper vehicular flow, avoiding severe
congestion during peak hours in the departures and arrivals curbside areas.
• The display of local artwork in several terminal locations was highlighted in the passenger
surveys.
• Passengers frequently commented that the airport’s carpet made the atmosphere feel relaxing
and cozy.
• Seating areas in the middle of concourse hallways give the area an inviting and relaxing feeling.
Personnel
Through stakeholder interviews, the Experts noted that airport management puts a high
emphasis on promoting customer service. PDX maintains frequent communication with its
airlines, vendors, and contractors to ensure that everyone’s needs are met and that a passenger-
friendly culture is maintained. These efforts result in the surveyed passengers’ perception of staff
as friendly. Not one negative comment was received regarding a staff member’s conduct,
appearance, or level of helpfulness. All interviewed stakeholders frequently highlighted the good
communication that was maintained among everyone working at the airport, including TSA and
DHS agents and food and beverage and retail service providers. High-level airport staff
highlighted that a customer-friendly culture needs to be conveyed from leadership to everyone
working at the airport. Stakeholders highlighted several initiatives that help the airport maintain
its customer-friendly culture, including the following:
• Customer service training is provided to all airport staff, including those working for TSA and
DHS, the airlines, and concession service providers.
• Monthly department meetings as well as frequent cross-department project meetings are held.
Several stakeholders stated that these meetings and the organization’s transparency helped
PDX provide a high quality level of service.
• Customer service awards are given to outstanding employees once a year at an annual
banquet.
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APPENDIX II: PASSENGER
PROCESSING TIMES
94
SECURITY SCREENING CHECK-POINT
00:17
01:00
01:44
02:27
03:10
Airport 1
Airport 2
Airport 3 Airport 5
Average Security Processing Time by Airport
IMMIGRATION CHECK-POINT
ALL CHECK-POINTS
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APPENDIX III: PASSENGER
SURVEY RESULTS
At each airport, more than 50 people were surveyed with a total of 280 total respondents
across all five nominated airports. The graph here reflects the top five most frequent types of
responses.
MOST FREQUENT SURVEY RESPONSES FROM THE 5 PILOT
AIRPORTS, (BY NUMBER OF RESPONSES)
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APPENDIX IV: LEVEL OF SERVICE
The level-of-service concept has been developed to provide a gauge of the capacity of a
transportation facility, as well as the quality of the service it provides to passengers. This allows
the facility designer and operator to determine if capacity, staffing levels, and procedures can
acceptably meet demand.
Agencies including the U.S. Federal Aviation Administration, International Civil Aviation
Organization, and IATA, as well as major airport operators such as the British Airports
Authority, Schiphol Airport, Port Authority of New York and New Jersey, and Aéroports de
Paris have conducted extensive level-of-service analyses. IATA’s definitions of levels of service,
summarized in Table 1, are generally accepted by the aviation industry.
Table 1: IATA Levels of Service
A (excellent)
Free flow; no delays; excellent levels of comfort.
B (high)
Stable flow; very few delays; high levels of comfort.
C (good)
Stable flow; acceptable delays; good levels of comfort.
D (adequate)
Unstable flow; acceptable delays for short periods of time; adequate levels of
comfort.
E (inadequate)
Unstable flow; unacceptable delays; inadequate levels of service.
F (unacceptable)
Cross-flows; system breakdowns and unacceptable delays; unacceptable level
of comfort.
Source: IATA 2004.
Airport operators use level-of-service rankings to ensure that they, governmental agencies, and
airlines are providing passengers with service within generally accepted standards. In many cases,
increased staffing and/or improved staff training can improve the level of service.
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