Wayfinding in the passenger terminal of Hong Kong International Airport

One of the important features of airport passenger terminal layout is passenger orientation (wayfinding). Many people have difficulty in locating their desired destination within an airport despite the availability of information signs. This paper describes the use of a quantitative measure, or visibility index, to evaluate the ease of orientation in the departure lounge of Hong Kong International Airport. Based on the visibility index, a new set of level-of-service standards for orientation is proposed. The findings of this paper are compared with those of previous studies.     

A methodology for establishing operational standards of airport passenger terminals

This paper discusses a methodology for establishing the operational standards of service performance of airport passenger terminals using a perception–response model. The proposed approach is defined by the graphical representation of passengers’ collective attitudes towards the range of operational service at an airport passenger terminal. It adopts new concepts to establish service standards through a special survey to better interpret terminal operations and service level at each facility. It is expressed in terms of passengers’ perception of various service levels and their response to the respective service conditions. The methodology may provide practical service standards of airport terminals and prove to be a practical and convenient technique to airport planners, designers, consultants, operators, and airport managers.     

The impact of terminal re-organisation on belly-hold freight operation chains at airports

While it is widely acknowledged that airport re-organisation from destination to dedicated airline group terminals makes passenger travel more seamless, more efficient and also more profitable for both airlines and airports, there is little known about the impacts of such change on freight and in particular belly-hold cargo chains. Our analysis includes data from all airports in Australia but focuses primarily on the proposed re-organisation of Sydney Kingsford Smith airport. This paper reveals a significant relationship between international freight volumes, terminal organisation and freighter operations. However, our interview results only confirm the volume/aircraft type relationship. The paper aims to contribute to the general discussion on the impact of passenger terminal organisation on belly-hold freight operations and more specifically to the consultation process around airport master planning.     

Truck scheduling for ground to air connectivity

A critical link in the overnight package business is the on-time arrival of trucks at airport terminals. Truck delays can delay the package sorting and transfer process, which can in turn delay aircraft departures from the local terminal, as well as aircraft departures from hub terminals that depend on timely aircraft arrivals. This paper models the airport terminal as a queueing process with random bulk arrivals. Predictions are provided for expectation, and standard deviation, of arrived work. From these predictions performance measures are developed for sort end time and sort starvation. Particular attention is given to scheduling the start time for the sorting process, to balance a trade-off between maximizing sort productivity and minimizing the end time of the sort. The methods are being implemented as a web-based scheduling tool.     

Whether low-cost-carrier passengers spend more on duty-free goods at the airport? Evidence from Incheon International Airport

With a dramatic growth in the low-cost carrier (LCC) traffic around the world, many airports have built budget terminals to accommodate the LCC flights with cheaper airport charge to the airlines but inferior shopping environment and service quality to the passengers. This study aims to answer the following research questions: i). Whether the LCC passengers have higher purchasing power than FSC (full-service carrier) passengers for the airport concessions, particularly the duty-free goods? ii). Would the budget terminal design contribute to or jeopardize the LCC passengers' airport concession expenditure? iii). How could the airport operator maximize its concession revenue by re-designing terminal or re-allocating flight slots? We collect the actual airport duty-free transaction data from Incheon International Airport (ICN) for an empirical investigation. Our empirical evidence first suggests that LCC passengers could have comparable or even higher purchasing power than FSC passengers in consuming duty-free goods at the airport. Among all the LCC passengers, Chinese have the highest purchasing power. Second, the inferior shopping environment and service quality of budget terminal seriously jeopardize the duty-free sales from the LCC passengers. Third, counterfactual analyses show that, if ICN could convert its budget terminal into a conventional terminal, 44 million USD more duty-free sales can be generated per year. Even keeping the current terminal design, re-allocating the LCC flights between the budget terminal and conventional terminal could bring approximately 4.9 million USD more duty-free sales per year. The findings provide managerial implications to ICN and other airports for effective airport revenue management. First, the budget terminal design may not be ideal to accommodate LCC traffic as it damages the concession revenue from particular LCC passengers with high purchasing power. Second, exploring the concession revenue from the growing LCC traffic could help maintain an airport's advantage in aeronautical charge under single-till regulation.     

Analysis of the operational performance of brazilian airport terminals: A multicriteria approach with De Borda-AHP integration

ObjectiveThis study proposes a multicriteria approach for the comparative analysis of the operational performance of Brazilian airport terminals.MethodologyTwo multicriteria decision aid (MCDA) methods – De Borda and Analytic Hierarchy Process (AHP) - were applied in an integrated manner to the database of the performance report from the Brazilian Department of Civil Aviation (Secretaria de Aviação Civil – SAC/PR), composed of evaluations issued by 18,062 respondents regarding 15 airport terminals, 12 of which are analyzed in this study considering 8 evaluation criteria. On the first level, the AHP method was used to assign weights to the criteria. On the second level, the De Borda method was applied to rank the alternatives.ResultsThe proposed method resulted in a final ranking of alternatives that was significantly different from the one presented in the SAC/PR report.Contribution to knowledgeThe employment of the integrated De Borda-AHP method is not common and ensured a greater approximation with the overall user satisfaction indicator, showing that it is the more appropriate methodological option when compared with the arithmetic mean commonly used in public reports.Contribution to societyBased on the obtained ranking, air transport users will be able to have a more realistic comparative picture of the main airport terminals analyzed.Contribution to the management of the airport systemThis work contributes to the strategic planning and allocation of investments seeking to adapt and expand the sector, and also to the continuous improvement of the service levels provided at airports.     

Low cost airport terminal locations and configurations

The growth in the demand for low-cost airlines has coincided with the growth in the airport industry. One attempt by airports to attract such carriers has been to construct dedicated terminals called low-cost terminals. The ability of these to accommodate fast aircraft-operation time in airfields is heavily influenced by its configuration and location in the airport. Here we evaluate the location and configuration of the dedicated terminal by considering the aircraft taxiing distance and passenger walking distance. Result show a single pier to be preferable configuration for a low-cost terminal. Time and cost efficiency seem to be driven largely by the location of the terminal, rather than its configuration.     

Passengers perceptions of airport branding strategies: The case of Tom Jobim International Airport – RIOgaleão,Brazil

This study examines the passengers perceptions of Tom Jobim International Airport – RIOgaleão branding strategies and its impact to their experiences in light of the airport branding elements proposed by the literature. To achieve these aims it was conducted a semi-structured interview with the airport's branding manager and a questionnaire with the passengers (n = 92). The findings showed that the airport's new management company has been employing tourist branding strategies using a mix of elements, but it is possible that these actions have had the main objective of raising the airport to international service standards, whereby the operation of terminals by large companies is a trend. It was also concluded that some of the airport branding elements (i.e. logos and slogans) are well developed and represent a higher impact on passenger experience, while others (i.e. retail pricing strategies) require further attention and new approaches in order to improve passenger experience in the terminal.     

What is the busiest time at an airport? Clustering U.S. hub airports based on passenger movements

Accurate clustering of airports enables airport authorities and operators to precisely position themselves in the competitive market, facilitates airlines to efficiently allocate resources, and empowers the research community with credible data for new discoveries. Existing clustering studies largely use traffic volume, network connectivity, or operational efficiency to group airports into hierarchical clusters or parallel partitions. Developing a different perspective, this study focuses upon a key bottleneck of outbound passenger movements in airport terminals, the security checkpoints, and uses the Transportation Security Administration (TSA) Customer Throughput/Wait Times Reports to cluster hub airports of the United States. With the input data structured as univariate time-series, k-shape, a clustering algorithm that is robust to time axis distortion and computationally efficient, is selected to analyze the similarity of time-series using shape-based distance. The clustering results are validated by examining the raw and z-normalized data of selected airport clusters on six sampled dates. Analysis results indicate that k-shape is competent and efficient to process and cluster time-series data used for this specific research. This study offers a fresh perspective to cluster commercial airports using an infrequently employed dataset. The clustering results reveal how the geographical location, hub status in airlines' operational network, and destination type of an airport affect the movement of outbound passengers through terminals     

Wayfinding for cycle highways: Assessing e-bike users' experiences with wayfinding along a cycle highway in the Netherlands

In many regions, governments are motivating increased bicycle ridership by designing new and improving existing bicycle infrastructure. Cycle highways are an effective and cost-efficient type of bicycle-specific infrastructure that are designed to provide a functional connection between places where people work, go to school and live. One important element of developing high quality cycle highways is the development of an effective wayfinding system which allows current, potential, and new users to clearly identify and navigate a bicycle network. The wayfinding design standards used for conventional bicycle infrastructure may not be compatible for cycle highways, which encourage cyclists to travel at relatively higher speeds. This may warrant introducing specific wayfinding signage compatible for this new type of bicycle infrastructure. This study uses qualitative analysis including field observations, ride-along videos, and semi-structured interviews, to assess electrically assisted pedal bicycle (e-bike) users' opinions and experiences with wayfinding signage along a pilot cycle highway route located between Tilburg and Waalwijk in the Netherlands. In the summer of 2018, base-line observations and interviews were administered with twelve e-bike users who were unfamiliar with the route to assess their experiences with conventional signage for cyclists before changes were made to the wayfinding system. Follow-up observations were held in the fall, after the installation of two new pilot wayfinding systems that were specifically designed to accommodate cycle highway users. Initial findings suggest that the changes made to the location, size and clarity of the signage improve cyclists' overall experiences, and that cyclists' perceptions of the built environment are important. Specifically, it became easier for users to navigate the route, their overall travel related stress decreased, and several participants perceived shorter travel times. Policy makers and transportation planners are likely to be interested in the results of this study as they reveal how specific improvements to wayfinding along cycle highways not only help improve navigation, but also positively influence cyclists' overall comfort and stress.     

Ratio-based design hour determination for airport passenger terminal facilities

To avoid both over-design and under-sizing of airport passenger terminal facilities such as security checkpoints, the infrastructure is designed for a specifically determined design load. As such, the design load is considered for a short period of time, usually an hour of operation, during which peak, though not necessarily maximum, demand occurs. For strategic planning applications, future design loads can be determined by either fictitious flight schedules or ratio-based models which forecast the relationship between design load and annual demand. This study presents two ratio-based methods which allow the direct determination of design hour loads (DHL) for passenger terminal facilities. The unsaturated DHL model considers the relationship between observed passenger flows in the terminal and aggregated annual demand data. The saturated DHL model includes several operational constraints which limit the actual DHL, such as limitations in the runway system or the fleet mix operating at an airport. Both models are applied to two real-world airports, for which the DHL of the security checkpoint facilities is estimated from large datasets covering multiple years. Results are significant at the 5 % level and suggest that the proposed ratio-based methods are appropriate for airport strategic planning applications.     

Implications of the ageing society and internationalisation for airport services: A perspective on passenger demand for personal space at airport terminals

“Per-passenger-space” has been used as one of the fundamental units of Level of Service (LOS) measurement to evaluate the capacity of airport terminals for passenger comfort and service satisfaction. This study addresses the questions of how air passengers perceive personal space as an airport service attribute, and how the territoriality of passengers is moderated by their age and cultural background. Participants were grouped depending on their age and nationality for a comparative study. The results from the Repertory Grid Technique (RGT) and open-ended questions supported the conclusion that passengers of different age and cultural backgrounds perceive personal space differently, and their service satisfaction would be partially affected by the availability of personal space within the airport terminal. These findings suggest a necessity for alternative LOS standards that are cost-effective and able to reflect changing age structure and cultural composition of air passengers.     

The costs of peak-load demand: An application to Gran Canaria airport

Many airports suffer from peak-load demand problems. To meet unconstrained demand at peak periods, they often invest in extra capacity that may be under used at other times. We use data from the airport in Gran Canaria to illustrate that costs associated with the peak-load problem are not only those related to the new investment. This paper provides a methodology for analyzing the costs arisen due to the peak-load demand, to explore alternative airport policies and to illustrate the problem of congestion at airport terminals. The results suggest that a situation in which airports differentiate charges by peak and off-peak days would be much desirable.     

A systematic approach to assess the effectiveness of airport noise mitigation strategies

Regional airports are often located very close to the urban area they serve and the increasing traffic rate that many of them have experienced in the last years has produced several impacts on the communities living close to the airport area, mainly aviation noise. If not properly managed, noise impacts produced by airport operations can cut down significantly the development of airport air traffic with direct effects on the economic and territorial systems. Aeronautical noise has greatly reduced in the last decade, due to aircraft design technological improvements and more severe regulations. However, the noise reduction during a single event does not make the issue of the airport location – and then the whole noise impact – less significant. This paper proposes an assessment process to evaluate the effects of actions adopted to reduce airport noise impacts on populated areas. Both airport-related factors – such as number of take-off; day-evening-night distributions of movements; aircraft type; flying paths – and land-use characteristics have been considered and combined in a density index that synthesizes the impacts of airport noise on the territory. The assessment process has been tested on a real case, the airport of Bologna in Northern Italy. The predicted results, compared with available real data for the test case, are significant and encourage the use of the proposed assessment process as decision support system for the airport management.     

Development of level of service standards for airport facilities: Application to São Paulo International Airport

A methodology for developing level of service (LOS) standards at airport passenger terminals based on user perceptions is developed. The underlying concept is the derivation of quantitative values for passenger perceptions of service based on airport surveys. The check-in counter component is evaluated considering factors that have a bearing on the user perceptions of LOS: processing time, waiting time, and space available per person. The study uses data obtained from a passenger survey conducted at São Paulo/Guarulhos International Airport, Brazil. The results indicate that we can derive quantitative perception scales from qualitative survey data. Finally, a multi-attribute analysis is done to obtain a composite evaluation of LOS at the check-in counter as a function of the waiting time, processing time, and space available.     

Future airport terminals: New technologies promise capacity gains

The changing dynamics of passenger processes in future airport terminals resulting from pressures from both the demand and supply side are analyzed in this paper. Short and long term (beyond 2020) developments are studied following technology advances and business plans of airlines and airports. Key technologies affecting the central passenger processing functions include identity management and biometrics, Near Field Communications, Big Data analytics and smartphone applications. A simulation model is developed and used to assess the impact of forthcoming changes on the airport's departure hall. Lisbon Portela airport is used as case study. It is shown that passenger process times at the check-in and security checkpoints are significantly reduced, due to the introduction of passenger facilitation processes, under a range of behavioral, technological and policy uncertainties. The most salient implication of these reductions is the quantified capacity gains in the building which question the need for terminal expansion.     

Airport quality and productivity changes: A Malmquist index decomposition assessment

This paper analyses the productivity of 20 Italian airports management companies during the period 2006–2008 using a DEA Malmquist index that includes a quality component. The proposed methodology is applied for the first time to the airport industry. In doing so, we directly assess the impact of the quality of services delivered by an airport on its productive performance. The study shows that, while Italian airports possess an acceptable level of quality in terms of their infrastructure, their managerial/administrative procedures must be strengthened in order to better deal with both technological modernization and passenger waiting time at the airports.     

Evaluating the strategic design parameters of airports in Thailand to meet service expectations of Low-Cost Airlines using the Fuzzy-based QFD method

The proliferation of Low-Cost Airlines (LCA) has phenomenally increased across the globe bringing a paradigm shift in the business model of airports specifically integrating the requirements of LCA. The current study attempts to evaluate the strategic design parameters of the airport integrating the requirements of LCA. The Fuzzy based Quality Function Deployment (QFD) approach has been utilized to conduct a House of Quality analysis for the integration of the voice of LCA in the design characteristics of the airport. The findings of the study identify evaluated design parameters of the airport for integrating the LCA requirement. It has been observed that the studied airport has been fulfilling the LCA requirements. However, few minor improvements are expected especially with regard to airside facilities, aeronautical tariff and other criteria. The study demonstrates and signifies that the Fuzzy based QFD method is a promising and pragmatic decision-making tool for customer-oriented airport strategic planning.     

The welfare effects of the allocation of airlines to different terminals

Many airports around the world have recently built, rebuilt or are in the process of constructing new terminals. Incumbent airlines and new entrants must be allocated to the new and old facilities. When spaces at airport terminals are directly allocated, the allocation should be done by taking into account the implications for airlines’ competition and social welfare, given the airlines’ network configuration. We use a theoretical model in which two airlines compete in prices with differentiated products for a given network structure. The model shows that, in general, if airlines are allocated to different terminals, the level of competition is reduced, the ticket prices are higher and the consumer surplus and social welfare are lower. Only in some routes, and under certain conditions on the market size, ticket prices may be lower.     

Analyzing passenger behavior in airport terminals based on activity preferences

Airport terminals are facilities that provide a variety of activities related to both the preparation of the passengers for their air trip (aeronautical) and their free time inside the terminal (non-aeronautical). In the last years, the number of non-aeronautical activities has substantially increased and significantly diversified both before and after the security checkpoint. The established role of non-aeronautical activities forces planners and managers to better understand passenger behavior. The potential of discrete choice models for the exploration of passenger behavior is analyzed in this paper. For the demonstration of the methodology, Lisbon Humberto Delgado International airport is used as a case study. Data is collected through a revealed and stated preference survey inside the terminal at the area before the security checkpoint. Activity-choice models are developed to identify the factors that affect the choices of the passengers over the area where they conduct non-aeronautical activities. Forecasts show that when increasing the percentage of passengers who conduct the check-in online and have planned their activities before arriving at the airport, the passengers’ preferences to conduct non-aeronautical activities only after the security checkpoint increase. This paper shows the contribution of developing discrete choice models in the better comprehension of passenger decisions over the activities they perform in an airport terminal.