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.     

Offsite passenger service facilities: A viable option for airport access?

Offsite passenger service facilities transfer passengers from a common location to an airport and may provide additional services such as baggage handling and passenger check-in. Although they are conceptually promising, there is a lack of modern methods specifically tailored to forecast their demand. This paper reports on the development of two sequential models that forecast demand for an offsite facility. Models were calibrated based on data collected at six airports in California, Maryland, Massachusetts, and Virginia. The results showed that likely candidates for an offsite facility are airports that are not easily accessible, and departing air passengers with early morning flight departure times and high variability in ground travel times to the airport. A case study demonstrates the application of the models to Virginia’s Richmond International Airport.     

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.     

Queue behavioural patterns for passengers at airport terminals: A machine learning approach

Passengers go through different handling processes inside airport terminal buildings. The quality of these processes is usually measured by the time passengers require and by the level of comfort experienced by them. We present an analysis of behavioural patterns in queues at check-in desks and security controls, which are two of the most critical processes regarding passenger service. The passengers' flow is simulated to obtain queue lengths at one busy European airport between 2014 and 2016, supported by real flight data. Simulation is designed as a store-and forward cell-based system, whose parameters have been tuned and validated with real data from observations and empirical capacity and demand studies within the airport. Random Forest algorithms are then implemented to develop different models for each parameter prediction, after a data analysis stage based on statistical and visualization methods. Feature analysis techniques between dependent variables and the target outputs (queue lengths) determine which are the fundamental elements to explain queue behaviour and to predict target variables. We provide a method to forecast behavioural patterns at check-in desks and security controls, to help airport operators to implement adequate response policies. Queue behavioural patterns are captured by Machine Learning models, which can be used to offer improved passenger services (such as real-time predictions for expected waiting time at queues), or can be considered in a dynamic approach for terminal services design (as the entire progress of terminal handling depends on the stochastic behaviour of passengers). This could be a key tool for managing passengers demand and optimise the infrastructure's capacity through resource allocation.     

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.     

An exploratory examination of additional ground access trips generated by airport ‘meeter-greeters’

A significant share of airport passengers are accompanied to and/or from the airport by friends and relatives to wave them off or greet them when they land. At some airports the number of these ‘meeter-greeters’ can be substantial, which can have important ground access planning, economic and environmental implications for the airport operator. Yet this group have received comparatively little attention in either the academic or industry literature. Consequently, to some extent ‘meeter-greeters’ have remained something of a ‘hidden’ element of ground access user. In an attempt to address this, the paper uses secondary data analysis of the UK CAA Passenger Survey Report to explore ‘meeter-greeters’ at five UK airports; Heathrow, Gatwick, Manchester, Stansted and Luton. Focus is given to assessing the scale of ‘meeter-greeter’ journeys and the role of a passenger's trip purpose (business/leisure) and resident status (resident/non-resident) in this process. A key finding from the analysis relates to the disproportionate impact of multi-person trips, where a number of different ‘meeter-greeters’ accompany a passenger to the airport. The implications of these findings are discussed and a number of recommendations for decision makers proposed. Namely, it is suggested that airport monitoring and assessment procedures should incorporate a measure of the additional trip generation by ‘meeter-greeters’ in order to present a more complete picture of the number of people accessing/egressing an airport.     

Flight and passenger efficiency-fairness trade-off for ATFM delay assignment

This paper studies trade-offs between efficiency (performance) and fairness (equity), when assigning ATFM delay pre-tactically (on-ground at origin airport) due to reduced airport capacity at destination. Delay is assigned as the result of the optimisation of a deterministic multi-objective problem considering flight and passenger perspectives when defining objectives of performance and fairness. Two optimisation cases are presented: one where objectives are based on flight metrics, and another one where they are based on passenger metrics. The paper defines and analyses efficiency-fairness trade-offs: the concepts of price of fairness for flights and passengers are defined as the percentage of efficiency loss due to the consideration in the optimisation of fairness; whereas the price of efficiency is considered as the fairness loss relative to the maximum value of the fairness metric, when considering flight or passenger delay in the optimisation. The optimisation model is based on the ground holding problem and uses various objective functions. For performance, total delay for flights (considering reactionary delay), and total delay for passengers (considering outbound connections) are defined. For fairness, the deviation of flight arrivals from a Ration By Schedule solution, and the deviation of delay experienced by passengers with respect to the one obtained in an RBS situation are used. An illustrative application on traffic at Paris Charles de Gaulle airport, a busy European hub airport, and including realistic values of traffic is modelled. A comprehensive trade-off analysis is presented. Results show, how in some cases, gains on one stakeholder can be achieved without implying any detriment on the other one. Passengers are more sensitive to the optimisation and hence, their consideration when assigning delay is recommended. Further research should explore how to combine flight and passenger indicators in the optimisation and consider how the lack of data availability could be mitigated.     

The baggage system at Denver: prospects and lessons

This article discusses the fundamental design difficulties of the fully automated baggage system originally planned for the New Denver Airport, and their implications for airport and airline management. Theory, industrial experience, and the reality at Denver emphasize the difficulty of achieving acceptable standards of performance when novel, complex systems are operating near capacity. United Airlines will thus make the Denver system ‘work’ by drastically reducing its complexity and performance. Automated baggage systems are risky. Airlines and airports considering their use should assess their design cautiously and far in advance, and install redundant, supplemental systems from the start.     

Evaluation of level of service for transfer passengers at airports

Transfer passengers have quite different needs than those of originating and terminating passengers. For example, they do not make use of airport access roads. Other facilities may or may not be used depending on the type of transfers, the airport's operational configuration and the airline services. Despite the increasing importance of transfer passengers for airport operations, little research has been done to determine their needs. This study analyses transfer passengers’ views on the quality of services at the terminal building, using data collected at Bandaranaike International Airport in Sri Lanka, which aspires along with the airline ‘Sri Lankan’ to be a major hub for South Asia. Regression analysis was used to identify the transfer passenger facilities and services with the strongest effect on the overall perception of level of service. The application of regression analysis to the data collected at Bandaranaike International Airport shows that the courtesy of the security check staff and the quality of the Flight Information Display are among the most valued by transfer passengers at that airport.     

Estimation of the occurrence of “short-shipping” of air cargo

Many airlines use the main deck of aircraft to carry passengers and belly capacity to accommodate cargo and baggage. When problems regarding the weight and balance requirements of the aircraft arise, the cargo is the first to be considered for unloading: a practice is known as “short-shipping”. This paper develops a simulation model for estimating the probability of occurrence of short-shipping. Risk analysis is used to estimate the uncertainty of several factors such as the weight of passengers, baggage, and fuel.     

Optimal assignment of airport baggage unloading zones to outgoing flights

The outbound airport baggage handling system (BHS) consists of a set of unloading zones (chutes) which are assigned to outgoing flights. Airport baggage operations have inherent uncertainties such as flight delays and varying number of bags. In this paper, the chute assignment problem is modeled as a Stochastic Vector Assignment Problem (SVAP) and multiple extensions are presented to incorporate the various design needs of the airport. A real airport outbound BHS is presented. This case study also guided the optimization models’ design process. The performance of the optimization models is compared with the methods used in practice and literature.     

An application of the airport service quality model in South Africa

Passengers’ expectations of service quality at airports are becoming increasingly important as air traffic grows. This research investigated passengers’ perceptions of airport service quality at O.R. Tambo International Airport, South Africa. An existing model placing the concept of passenger expectations central to measuring an airport’s specific level of performance was applied. The results proved significant in terms of the investment made by the airport in staff training and highlighted areas for improvement. The results show that business travellers and leisure travellers have different opinions regarding the importance of services offered by airports and of the level of performance at ORTIA in particular. Significant differences also occur in the perceptions of frequent travellers and infrequent travellers.     

Measuring airport service quality: A multidimensional approach

Currently, airports are expected to be operated as self-sufficient service organizations providing efficient and high-quality services to a variety of customers. In this context, improving airport service quality (ASQ) has become paramount. However, due to the complexity of the airport service environment, an effective process of measuring and analyzing passenger perceptions of ASQ is not easily achieved. Generic scales for perceived service quality might not cover some particularities of the passenger–airport interaction. Furthermore, while some measurement practices have been developed within the airport industry, there has been only limited consideration for validity and reliability. These concerns are certainly relevant to avoid misinterpreting passenger perceptions. In view of these concerns, this paper has a twofold objective. First, to fit a measurement model for perceived ASQ built on typical service measures within the airport industry. Second, to test for the model's equivalence across groups of passengers. Sample data from an extensive survey applied at a major Brazilian airport was used for confirmatory factor analysis. The results suggested that a six-factor structure provides a meaningful multi-item measurement model for perceived ASQ. The model was validated for international and domestic departing passengers with respect to its factorial structure and metric invariance. The proposed measurement model could be considered an alternative for a multidimensional approach in the context of airport performance measurement regarding service quality. Finally, the findings from this research might contribute to the discussion on passenger perceptions of ASQ, particularly concerning its multidimensionality and the need to review current practices for ASQ analysis.     

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.     

An airport operations proposal for a pandemic-free air travel

The aviation industry needs to work on the resilience of air travel against health threats and regain passenger trust. This paper proposes a pandemic-free travel concept based on creating an infectious diseases free zone in the airport terminal building through screening of passengers, crews and airport workers. This research shows that infectious disease detection methods applicable at the airport could be available in a short timeframe, at affordable cost and in scale. The potential location of passenger health screening, facilitation requirements, health responsibilities delegation and appropriate usage of industry standards for regulations are key elements to a potential implementation that would be phased and long term.     

Leisure versus business passengers: Similarities,differences, and implications

As low-cost air carriers increase their market share, the percentage of leisure to total passengers will increase. Data from an airport passenger survey are analyzed to document differences and similarities between leisure and business passengers. Surprisingly, the two groups of passengers are quite similar in terms of their reasons for choosing to fly from the airport surveyed, their parking requirements, and the number of bags they checked. These similarities indicate that airline and airport managers may not be obliged to make significant adjustments to their operations to account for the changing passenger mix.     

Access mode choice for relocated airports: the new Athens International Airport

To estimate the capacity requirements for all access related facilities of a new airport and to set pricing or operational policies it is necessary to forecast the share of each transport mode that airport passengers use. The development of these forecasts cannot be based on mere transfer of experience from other airports, particularly in the modern era of wide regulatory reforms, liberalization of the aviation market and increasing airport competition. First access modal split at the existing airport is determined via passenger classification and discrete choice modeling. Both are conducted via a passenger survey study specifically designed for this purpose. The resulting models are then employed to forecast access modal splits for the relocated airport by proper adjustment of the attribute values. The method is applied to the new Athens International Airport.     

Examining airline service quality from a process perspective

Airline service is composed of a set of processes. Passengers may have distinct expectations at different stages of the service chain. In this study, air travel was divided into ground and in-flight service stages. We first examined the gap between passengers’ service expectations and actual service received and the gaps associated with passenger service expectations and the perceptions of these expectations by frontline managers and employees of a Taiwanese airline. Next, importance–performance analysis was used to construct service attribute evaluation maps to identify areas for improvement. Results revealed that these gaps did exist and passengers were more concerned about the responsiveness and assurance dimensions from airline frontline staff. The tangibles dimension was considered more important when evaluating in-flight service quality than when evaluating ground service quality.     

Defining airline compatible luggage

The airline and luggage industries hold widely different views about which party should bear responsibility for checked luggage (baggage) damaged during transport. The problem is compounded by the fact that there currently is no uniformly accepted definition of or standards for airline compatible luggage. While much attention has been given to the carry-on baggage issue, many feel that the problems surrounding checked baggage are at the heart of the matter. This case study outlines the attempts of both industries to address the issue of performance standards for airline compatible luggage.     

Passenger waiting time in an airport and expenditure carried out in the commercial area

A methodology to estimate the relationship between the expenditure in the commercial area of an airport and the passenger waiting time to board is developed. It shows that the more time spent in the airport, the greater consumption by passengers. This functional dependence is analysed for the travellers who travel for holiday purposes and of those who do so for business. As an example of application of this methodology the results shown are obtained from Asturias Airport (Spain).