Guidelines For Improving Airport Services For International Customers (2016)

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Guidelines for Improving Airport

Services for International Customers
(2016)
DETAILS
248 pages | 8.5 x 11 | PAPERBACK
ISBN 978-0-309-44590-0 | DOI 10.17226/23683
CONTRIBUTORS
Landrum & Brown, Inc.; Airport Cooperative Research Program; Transportation
Research Board; National Academies of Sciences, Engineering, and Medicine
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Guidelines for Improving Airport Services for International Customers
CHAPTER 4
International Arriving Passengers
Improving the passenger experience for international arriving passengers has become a major
focus of many U.S. airports. U.S. airports compete with foreign airports to create a world-class
customer experience, and with other U.S. airports for connecting passenger traffic, as the gateway
to metropolitan areas, regions, or leisure destinations.
The purpose of this chapter is to provide airport stakeholders with a set of tools to evalu-
ate their international arrivals experience and identify innovative approaches to enhance that
experience for passengers. Each section identifies the passenger needs and expectations and a
description of the basic requirements, notable innovations, performance requirements (where
applicable), and implementation considerations for each step of the international arrivals jour-
ney. A journey segment evaluation tool is provided at the end of each section, highlighting the
basic requirements and notable innovations. This evaluation tool is intended to facilitate dis-
cussion among airport stakeholders about their current operation and identify opportunities to
improve the customer experience.
4.1 Overview of International Arriving

Passenger Journey Segment
Figure 4-1 illustrates the journey of an international arriving passenger. It begins with pre-trip
planning and includes the U.S. CBP processes. This chapter covers the international arriving
passenger whose final destination is the community served by the airport at which they arrive in
the United States. Arriving passengers continuing on to their final destination via a connecting
flight are covered in Chapter 6.
As described in Chapter 2, the journey of an international arriving passenger includes the
following steps:
• Pre-arrival planning
• Arrival gate to CBP passport control
• Baggage claim to CBP exit control
• Arrivals hall
• Terminal arrivals roadway/ground transportation
• Airport egress roadway
4.1.1 Customer Needs and Expectations

As described in Chapter 2, challenges experienced by international arriving passengers may
include general travel anxiety, jet lag, travel fatigue, culture shock, and language barrier. Regard-
ing anxiety among passengers arriving on an international flight, research suggests this is most
likely to occur at border protection and at baggage claim.
101
Copyright National Academy of Sciences. All rights reserved.

102 Guidelines for Improving Airport Services for International Customers
Source: ACRP 03-35 Research Team
Figure 4-1. International arriving passenger journey segment.
In the survey, arriving passengers were asked to rate the relative importance of 15 airport fea-
tures. As illustrated in Figure 4-2, the most important airport features identified were short lines
at security (85 percent), ease of wayfinding (79 percent), helpful staff (74 percent), short lines at
customs (70 percent), and free WiFi (70 percent). The least important features to arriving pas-
sengers were shopping and restaurants (35 percent), universal symbols on signs (56 percent),
and flight information screens (60 percent).
In the survey, arriving passengers were much more likely to rate short walking distance as
being very important (62 percent) as compared to departing or connecting passengers (39 per-
cent to 43 percent). This is likely due to the effects of jet lag and travel fatigue, especially by those
arriving on an overseas flight.
On the path from the gate to border protection, international travelers require information
about the necessary documents and procedures for processing. In addition, arriving passengers
need to be guided to the appropriate queue for processing. There are many different traveler cat-
egories and it can be overwhelming if all options are presented at the same time. As described in
Section 2.2, people can easily be overwhelmed when faced with more than two choices at a time.
In the survey, arriving passengers were asked to rate their satisfaction with walking distance, wait
times, and ease of wayfinding. Nearly one in five passengers said that the walking distance from the
arrival gate to customs was fair or poor (18 percent) and that the wait time at customs was fair or
85%
79%
74%
70% 70%
60%
56%
35%
Short Lines Ease of Helpful Staff Short Lines Free WiFi FIDS Universal Shopping +
at Security Wayfinding at Customs Symbols Restaurants
Figure 4-2. International arriving passengers: most important airport features.

International Arriving Passengers 103
poor (19 percent). By comparison, 7 percent said that the ease of finding their way from the plane to
the arrivals hall was fair or poor. For the most part, the airports where surveys were carried out did
not provide information to passengers about walking distances or real-time estimates of wait times.
Although a great deal of research has been carried out on wait times at U.S. ports of entry (e.g.,
Roberts et al. 2014; Ryan et al. 2007) and on ways of measuring wait times at U.S. ports of entry
(e.g., Sabean and Jones 2008), little has been done to evaluate the satisfaction of those seeking
entry into the United States. Research in emergency departments at hospitals have found that
satisfaction levels were higher when patients were given an expected wait time to see a physician
(Mowen et al. 1993), but other research has demonstrated that perceived wait time has a greater
influence on passenger satisfaction than actual wait time (Thompson et al. 1996). Providing
information, projecting quality, and managing wait time perceptions and expectations may be
more effective than reducing actual wait time.
Along the route from passport control to baggage claim, passengers require information to iden-
tify the baggage claim carousel associated with their flight and then find their way to the correct
carousel. It may be challenging for passengers to locate the correct baggage claim carousel at larger
airports with many baggage carousels in a wide space with views obstructed by structural columns.
4.2 Pre-Trip Planning

International travelers not familiar with their arrival airport may choose to gather informa-
tion about their arrival in advance of their trip to reduce the anxiety of being in an unfamiliar
place. This may include gathering information about services available at the airport, the border
protection process, and ground transportation options.
4.2.1 Key Activities

Pre-arrivals planning primarily involves the use of one or more websites or mobile apps to
collect the information that customers need to plan their airport journey. These websites could
include the following:
• Arrival airport website or mobile app
• Airline website or mobile app
• U.S. CBP website
4.2.2 Customer Service

Person-to-person customer service during the pre-arrivals planning journey segment is very
limited. Customers may choose to contact the airport or airline directly to receive additional
information about their airport journey. They may also contact the appropriate U.S. or foreign
government agencies to confirm that they have they appropriate travel documentation.
4.2.3 Physical Environment

The pre-arrivals planning does not occur at the arrival airport and therefore there are no
physical environment considerations.
4.2.4 Information Dissemination

As highlighted in Chapter 3, airports are using their website to prepare customers for their
upcoming journey with newer, advanced tools available in web design with a further focus on
mobile device integration. As the travel date nears for an upcoming voyage and the anxiety that

Figure 4-3. Pre-trip planning journey segment evaluation tool.
may come with it emerges, the customer (more now than ever) is accustomed to turn to their
computer for the information needed to set them at ease, especially when arriving at an unfamil-
iar airport. Customers can use the website tools to determine the location of a connecting gate
and the best way to connect, especially in a larger airport that may require changing terminals.
Using the airport website in advance of their journey can provide a traveler with the location
of baggage claim or ground transportation in an unfamiliar airport. This is another way for a
customer to prepare for a smooth exit.
4.2.5 Pre-Trip Planning Journey Segment Evaluation Tool

Figure 4-3 provides a summary of the basic requirements and notable innovations described earlier
for the pre-trip planning journey segment. The items are provided in chronological order to give an
indication of when or where they should occur in the customer experience for this journey segment.
4.3 Arrival Gate to Passport Control

The arrival gate to passport control journey begins when passengers deplane at the arrival gate
and ends when they reach the passport control hall.

The arrival gate to passport control includes the following activities:
• Deplane aircraft
• Receive wheelchair assistance (if necessary)
• Receive connecting flight information and quick connect identification (if applicable)
• Enter the arrivals corridor
• Travel to the passport control hall
• Queuing and passport control

Walking Distances: Short walking distances are very important to international arriving pas-
sengers as this group is likely to experience jet lag and travel fatigue, in particular passengers on
long-haul flights who may have spent up to 16 hours on a flight spanning multiple time zones.
Travel fatigue causes passengers to feel disoriented and decreases their ability to carry out the
physical and mental tasks essential to navigate from the gate to passport control.
In the survey, all passengers were asked to rate how important short walking distances were at
any airport using a three-point scale (very important, somewhat important, or not important).
Overall, 41 percent of passengers said that short walking distances were very important, 48 percent
said that short walking distances were somewhat important, and 11 percent said short walk-
ing distances were not important (see Figure 4-4). However, as shown in Figure 4-5, arriving

Figure 4-4. Overall passenger ratings for importance

of short walking distances.
passengers were much more likely to say that short walking distances were very impor-
tant (62 percent) as compared to departing passengers (39 percent) or connecting passengers
(39 percent to 43 percent).
Wait times: When arriving at passport control passengers can expect they will have to wait
in line, but long lines can lead to feelings of frustrating and dissatisfaction. ACRP Report 55
conducted research on passenger level of service and found a strong correlation between time in
queue and passenger perception ratings.
In the survey, all passengers were asked to rate how important short lines at border con-
trol were at any airport using a three-point scale (very important, somewhat important, or not
important). Overall, 72 percent of passengers said that short lines at border control were very
important, 26 percent said short lines were somewhat important, and two percent said short
lines were not important.
There was little difference between the perceptions of arriving passengers as compared to
departing and connecting passengers with respect to the importance of short lines at border
control (range between 67 percent to 74 percent).

Person-to-person customer service during the arrivals gate to passport control journey segment
consists of receiving information from the airline about connecting flight status, interacting with
Figure 4-5. Passenger ratings for importance of short walking distances,

by journey segment.

wheelchair service providers, and receiving directional information at key points along the way and
interaction with CBP officers during primary inspection.
Customer services also are provided in the form of passport control processing options,
including trusted traveler programs and fast connect lanes.
Basic Requirements
Greeting Customers: The initial person-to-person interaction should occur as customers exit
the passenger loading bridge and enter the terminal facility. Customers who have short connec-
tion times due to flight delays or other flight schedule issues should be given proper identifica-
tion to allow for expedited processing at passport control. They should also receive information
about the time and departure gate location of the connecting flight so that they have a better
understanding of how to reach their departure gate.
Wheelchair Services: Wheelchair service providers should be positioned just outside the pas-
senger loading bridge or immediately inside the terminal to provide customer assistance at the
earliest point possible. Because customers requiring wheelchair assistance may be elderly or have
very little English language capabilities, the wheelchair service providers should utilize print or
digital signs with the customer name in English and their native language.
Free WiFi: The availability of free WiFi is important to many customers, especially foreign
visitors who do not have U.S.-based mobile phones, to let family and friends know that they
have arrived safely.
Customer Service Staff: Additional customer service may be necessary along the arrivals cor-
ridor, particularly if there are numerous building level changes or intersections where passengers
have to make a decision about which way to go. While providing customer service staff for this
purpose is often referred to as herding sheep, practical experience indicates that large groups of
passengers, such as those deplaning from a large aircraft, tend to follow those in front of them
and ignore informational signage.
Customer service staff is also required in the passport control hall to guide passengers to the
appropriate queue. The recent introduction of APC kiosks, MPC, and the evolving eligibility for
these services drives the need for customer service staff to be available to guide customers to the
appropriate queue and to help first-time customers understand how to use the kiosks. Frequent
traveler services, such as Global Entry, require minimal customer service staff support because
those customers travel regularly and are familiar with the process. The customer service staff
assigned to the passport control hall should have a wide variety of foreign language capabilities
to answer questions about the entry documentation, baggage retrieval, ground transportation,
or connecting flights.
A notable customer service innovation at Boston Logan International Airport identified
through the research was the delivery of water and snacks to customers who had to wait in long
queues at passport control. While queue times at passport control have been reduced greatly
with the deployment of APC kiosks, the variable nature of international flights may create large
surges of passengers that overload the capacity of the passport control processor, resulting in
wait times that could easily exceed one hour. Providing customers with some form of amenity
could substantially improve their experience.
At JFK International Airport, the Port Authority of New York and New Jersey (PANYNJ)
provides a language hotline for customers whose native language is not spoken by the customer
service agents in the terminal.

Two of the U.S. airports that were visited, Los Angeles International (Tom Bradley Interna-
tional Terminal) and Miami International (South Terminal), provide information counters at
the entrance to the passport control hall. These booths are staffed by customer service agents
and are primarily intended to provide customers with information to complete their entry docu-
ments, such as the address for their final destination and language assistance. At Los Angeles
International, the information counter is staffed by airport customer service staff, while the
information counter at Miami International is staffed by representatives of the airlines for the
arriving international flights.
Expedited Processing Lanes: Another facet of customer service in the passport control hall is
expedited processing lanes. Most U.S. airports visited provided special lanes for passengers with
short connection times. The CBP port director typically established the rules for using these lanes.
However, unlike at the security checkpoints, CBP does not allow for passenger segmentation based
on frequent flier status or class of service. Frequent travelers are encouraged to apply for one of the
trusted traveler programs, such as Global Entry, which in effect is an expedited processing program.
Designated queues and head-of-line privileges for passengers in wheelchairs should be considered
because flights utilizing large aircraft can easily have 30 or more customers in wheelchairs.
Another customer service notable innovation is to provide dedicated one-stop processing
areas for customers who do not have checked baggage to claim. This concept has been imple-
mented at Dallas/Fort Worth International (Figure 4-6), Houston’s George Bush Intercontinen-
tal, and Chicago O’Hare International (Figure 4-7) airports. These processing lanes also can be
used for crewmembers who typically do not have checked baggage.
Wait Times at Passport Control: One of the key measures of customer service in the arrival
gate to passport control journey segment is wait times at passport controls. IATA recommends
standards for wait time and the waiting space (IATA 2014). The IATA standards for wait time
are less than 10 minutes for Over Design, 10 minutes for Optimum, and greater than 10 minutes
for Suboptimum. The IATA standards for waiting space are greater than 13 square feet for Over
Design, 10.8 to 13 square feet for Optimum, and less than 10.8 square feet for Suboptimum.
According to information collected during the airport site visits, the target immigration wait
Figure 4-6. CBP one-stop processing (Carry E-Z) at

Dallas/Fort Worth International Airport.

Figure 4-7. CBP one-stop processing (1 Stop) at

Chicago O’Hare International Airport.
time at Seoul Incheon International Airport, widely recognized as one of the world’s best air-
ports, is 40 minutes for 95 percent of arriving passengers. The average immigration wait time at
Seoul Incheon is 11 minutes.
With the widespread rollout of APC, MPC, and trusted traveler programs and increasing
eligibility to use those services, U.S. airports should strive to achieve an average passport control
wait time that is less than 20 minutes during the peak periods with a maximum wait time of
40 minutes.
While CBP does not publish total processing time standards, U.S. airport operators and air-
line stakeholders should work collaboratively with local and national CBP representatives to
establish airport-specific international arriving passenger processing metrics that would inform
staffing levels and operational protocols aimed at minimizing the maximum wait times.
The immigration queuing area at Heathrow Airport’s Terminal 2 included a seating area for
elderly customers and families adjacent to the main queue. This amenity allows one person to
remain in the queue while the others wait in the seating area. While this type of amenity was not
observed at any of the U.S. airports that were visited, it is worthy of discussion with the CBP port
director to determine if it would be an appropriate customer service enhancement.
Passport Control: Another factor that influences the customer experience is the staffing
of the passport control booth, or lack thereof. The appearance of a large number of unstaffed
booths during busy periods when the queues are large and the wait times are long creates
an impression that no-one cares about the customer experience. While the number of pass-
port control booths that must be provided is established by CBP’s Airport Technical Design
Standard (ATDS) and is based on projected peak hour passenger volumes, close coordina-
tion with the CBP port director should be undertaken to identify the number of booths that
will be required. At some airports, such as Dallas/Fort Worth International, surplus booths
were removed and APC kiosks installed in their place. In new terminal planning and design
efforts, an incremental approach to inspection booth installation should be utilized to better
coordinate with realistic officer staffing levels.
Customer interaction with CBP officers during primary inspection is a key point of customer
service. In some countries, uniformed and armed law enforcement officers may ask one or
more questions during the immigration and customs inspection processes; customers may be

intimidated by the very appearance of the CBP officers or by the fact that they are being ques-
tioned about their travel.
The attitude of CBP officers during the primary inspection has a significant influence on the
customer experience. Officers are trained to be professional and courteous while determining a
passenger’s admissibility into the United States. Customer feedback about the passport control
process should be reviewed frequently and possible improvements should be discussed with the
CBP port director and other key stakeholders.
Implementation Considerations
Basic amenities at passport control: Providing basic amenities requires very little pre-planning
and can be delivered using existing customer service staff. All customers waiting in the queue
will benefit and the initiative is relevant for all international terminals because long queues
can develop at any time regardless of the size of the terminal. Airport customer service would
likely be responsible but the airlines serving the terminal may also be involved to authorize the
expenditure or to deliver the amenities. Table 4-1 summarizes the implementation consider-
ations of providing water and snacks or other basic amenities for customers waiting in long
queues at passport control.
Language Hotline: The primary component of the language hotline is the staff who operate
the hotline. While the staff may be dedicated to the hotline, it is also possible to utilize an opera-
tor who can put customers in touch with someone within the airport environment who has the
necessary language skills. The operator would just need a database of airport, airline, or other
entity staff who speak foreign languages. Table 4-2 provides a summary of the implementation
considerations for providing a language hotline.
Table 4-1. Implementation considerations for providing basic amenities

at passport control.

Table 4-2. Implementation considerations for a language hotline.
Information Counter in the Passport Control Hall: The information counter consists of the
customer service staff, the counter itself, and the information technology components necessary
to provide the desired information, such as a computer with Internet connection. It may require
additional customer service staff but should otherwise be relatively easy to implement. It would
be beneficial to have such a service in any international arrivals terminal because there are always
customers who need additional information for their entry documents or have questions about
the arrivals process. The information counter gives these customers a designated location to go
to for this assistance. Table 4-3 provides a summary of the implementation considerations for
providing an information counter in the passport control hall.
CBP One-Stop Processing: One-stop CBP processing requires changes to existing processes
and facility modifications that will increase the implementation cost and timeframe. Several
airport departments, the CBP port director, and likely the primary air carriers will be involved in
determining if one-stop CBP processing would provide a benefit worth the cost of implementa-
tion. Beyond the cost of the facility modifications and new information technology infrastruc-
ture, one-stop CBP processing may require the re-assignment of CBP officers from the passport
control area. This could have a detrimental effect on passenger wait times. Assuming that a
significant daily volume of passengers eligible for one-stop CBP processing would be required
to justify the service, this innovation is primarily applicable to large international terminals with

Table 4-3. Implementation considerations for an information counter

in the passport control hall.
multiple carriers or hub carrier terminals. Table 4-4 provides a summary of the implementation
considerations for providing one-stop CBP processing.

The journey from the arrival gate to the passport control hall is a key opportunity to make a
great first impression on the customer. The physical environment plays a major role in creating
the customer experience. Along this journey segment, the physical environment considerations
consist of the architecture and interior design, restrooms, moving walkways or automated peo-
ple movers, and building level changes.
Basic Requirements
Architecture and Interior Design: The architecture and interior design of the international
arrivals corridor is an important element of creating the first impression of the airport. The arriv-
als corridor should allow for natural light and provide views of the exterior (airfield or surround-
ing area) or the interior of the terminal. If natural light or interior views are not possible within
the international arrivals corridor due to its location inside the terminal or underground, artwork
should be used to provide a visual distraction to customers as they travel through the corridor.
Figures 4-8 and 4-9 provide examples of artwork utilized in international arrivals corridors.
The physical environment of the passport control hall is another important factor in the cus-
tomer experience. Because most customers may spend quite some time in queue for processing,
the architecture and interior design should provide natural light and elements of visual interest

Table 4-4. Implementation considerations for CBP one-stop processing.
Figure 4-8. Miami International Airport North

Terminal arrivals corridor artwork.

Figure 4-9. Los Angeles International Airport Tom

Bradley International Terminal arrivals corridor artwork.
to distract passengers while they wait. The passport control hall at Dallas/Fort Worth Inter-
national Airport’s Terminal D (see Figure 4-10) is a good example of how architecture, interior
design, and artwork are used to create a unique environment that establishes a sense of place
and is welcoming.
Walking Distances. Walking distances often are considered in the design of international arrivals
facilities and the walking distance from arrival gate to passport control is a key metric. While the
site for the new facility will likely dictate the walking distances, the design should try to minimize
it as much as possible. Where walking distances longer than 1,000 feet are required, mechanical
assistance such as moving walkways and motorized carts should be provided. The moving walkways
should be located as close to the key intersection, such as a security checkpoint, as possible to benefit
the greatest number of customers (particularly the elderly), including those whose gate is less than
1,000 feet from the intersection. According to ACRP Report 37, for distances of over 2,000 feet
between the furthest gate and the passport control hall, automated people mover systems should
be strongly considered, specifically if the furthest gates are in a remote concourse.
Source: DFW International Airport. Accessed at

http://dfwairport.mediaroom.com/image-gallery.
Figure 4-10. Dallas/Fort Worth International Airport

Terminal D passport control hall.

Restrooms: Restrooms are an important component of the arrival gate to passport control
journey. ACRP Report 130: Guidebook for Airport Terminal Restroom Planning and Design pro-
vides guidance on the design of restrooms in airport terminals. Because many customers have just
completed long intercontinental flights, the restrooms in the arrivals corridor should include a
full complement of amenities, including family restrooms and nursing rooms. The design should
reflect a calming, spa-like environment to ease the stress of long-haul air travel and give custom-
ers a chance to refresh before proceeding to the border protection process. Restrooms should be
located in the international arrivals corridor and at the entry to the passport control hall.
Restrooms should be located adjacent to every other gate (counting only one side of a double-
loaded concourse) so that customers have to walk past no more than one gate beyond the gate
where they arrived.
Based on a range of the wingspan of long-haul wide-body aircraft (212 feet, 5 inches for an
A350-800 to 261 feet, 10 inches for an A380-800) plus the typical wingtip separation of 25 feet,
this would place the restrooms about 250 to 300 feet apart. At Incheon International Airport,
restrooms are located adjacent to every gate in the arrivals corridor. The restrooms should be
sized according to the number and capacity of the aircraft served by the restroom.
Moving Walkways: Moving walkways are a common element of the international arrivals
corridor at airports worldwide. In addition, as more elderly and passengers with disabilities
travel, the use of motorized carts will also become more popular. At some airports, automated
people mover systems, such as at Miami International Airport’s North Terminal, are used to take
customers from the arrival gate to the passport control area. The international arrivals corridor
should include moving walkways, motorized carts, and potentially automated people movers to
the greatest extent reasonable.
When moving walkways are provided, passengers should not have to pass more than one gate
(counting only one side of a double-loaded concourse) beyond the gate where they arrived to
access the moving walkway. Also, duplicate moving walkways (or other contingency plans, such
as electric carts) should be considered for longer distances (between 1,000 and 2,000 feet) as
periodic planned and unplanned maintenance is required.
CBP Facility Configuration: International arrivals facilities in the United States almost
inevitably require building level changes to separate international arriving passengers from
departing passengers. Some airports, such as San Francisco International, JFK Terminal 4,
Chicago O’Hare International, Hartsfield-Jackson Atlanta International’s International Ter-
minal, and Miami International’s South Terminal have a single-level international arrivals
facility. That is, the arrivals corridor, passport control, baggage claim, CBP exit control,
and arrivals hall are all located on the same building level. Single-level international arrivals
facilities are the most efficient from a CBP staffing standpoint and improve the customer
experience because the wayfinding and passenger flow is simplified. Airports in the process of
planning and designing new international arrivals facilities should strongly consider single-
level configurations.
Level changes immediately after deplaning are very common at airports across the world and
can be accommodated as part of the fixed walkway to the loading bridge or immediately inside the
terminal building, where two gates can utilize a single vertical core (i.e., escalator and elevator).
For Airbus A380 and Boeing 747 aircraft, a double-level fixed walkway may be required to serve
both decks in the aircraft.
Within the international arrivals facility, particularly between functions such as passport con-
trol and baggage claim, an additional level change may be necessary. The layout of the facility
should provide an intuitive or natural passenger flow to minimize the need for signage to guide

passengers to the next step. A change in the building level located after baggage claim is undesir-
able because many customers will use baggage carts to transport checked baggage. Large capacity
elevators, such as those described in ACRP Report 10: Innovations for Airport Terminal Facilities,
should be considered if a building level change is required after customers have claimed their
checked baggage.
A notable innovation for the physical environment in the arrivals gate to passport control
journey segment is the reconfiguration of the CBP process to allow customers to claim their
checked baggage first (bags first) and then complete the passport control and CBP exit control
procedures at one location. This process has been implemented at Austin-Bergstrom Interna-
tional Airport and is the basis of the design for the new Terminal 1 international arrivals facility
at Fort Lauderdale-Hollywood International Airport.
This concept is also being considered at larger airports, such as Seattle-Tacoma International,
where new international arrivals facilities are being designed. Combining passport control,
secondary inspection, and exit control functions allows CBP to more efficiently deploy officer
resources to increase processing capacity without increasing the number of officers. While over-
all wait times are likely to be reduced substantially, customers benefit by only having to stop at
one location for examination.
Bags First CBP Processing: The implementation of a bags first international arrivals
facility should be considered during the planning and design phase of a new international
terminal. Austin-Bergstrom International was able to retrofit the existing international
arrivals facility to achieve a bags first process but that may not be the case at most airports.
Table 4-5 provides a summary of the implementation considerations for providing bags first
CBP processing.
Multiple stakeholders should be involved in the decision process because it will require the
coordination of the airport, airlines, and CBP to effectively operate such a process. One of the
primary concerns is the baggage delivery time since customers will reach the baggage claim
area quickly because they will not have to go through passport control first. Both airports are
addressing this concern by placing APC kiosks in advance of the baggage claim area so that pas-
senger can begin the primary inspection process while they wait for their baggage to arrive at
the carousel.

Information provided from the arrival gate to passport control has a definitive impact on
the customer experience. Basic steps like greeting passengers with a welcome graphic or simple
directional sign are very helpful. When the first signs visible to the passenger include the identi-
fication of the arrival terminal, passengers begin the process of knowing where they are, which
helps them find their way to other areas of the airport. Other types of information can help
bridge the multilingual needs of passengers to educate them about what to expect at passport
control (e.g., which line is the correct queue for them).
Basic Requirements
Welcome Signage: The first piece of information an arriving customer needs for successful
wayfinding is their starting point. A welcome sign is the first impression of the airport and is an
excellent way to greet an arriving customer and present information about where they are in the
airport (see Figure 4-11).

Table 4-5. Implementation considerations for bags first CBP processing.
Figure 4-11. Welcome signage at Heathrow Airport (left) and Chicago O’Hare International Airport (right).

Source: Photo courtesy of Arielle Berger
Figure 4-12. Digital welcome sign with multiple

languages, bag claim device number, date, time, and
local weather at Incheon International Airport.
For airports with more than one terminal, listing the terminal name is useful, especially for
connecting passengers. Signage for terminals with more than one concourse should include the
concourse name to orient the customer.
If the sign is digital, a welcome message can be displayed in the primary language of the arriv-
ing passengers and be changed for every incoming flight. Technology can also be leveraged to
post the bag claim device. Displaying the current time and date is helpful because many passen-
gers seem to be unaware of the current time and or date at their new location (see Figure 4-12).
As shown in Figure 4-12, static or digital signage can include the name of the city in addition
to the airport name.
Welcome Signs that Celebrate: The journey segment between the gate and passport control
provides an opportunity to promote the airport brand and celebrate a city’s image. Figure 4-13
illustrates how the airport name, brand, image, and “Welcome” are all incorporated to celebrate
the arrival experience.
Directional Signage: While the journey segment from gate to CBP is typically a linear
one without many choices, directional signage should be included here for reassurance for
unfamiliar customers. After exiting a loading bridge or gate area, there should be a sign
directing customers to the passport control hall. Other destinations may be included, such
as restrooms.
Figure 4-13. Welcome sign in the arrivals corridor at

Heathrow Airport Terminal 5.

Directional signs should be placed at all decision points, which may include the gate area,
where customers can turn left or right after exiting the loading bridge. Signs should be repeated
on long corridors where the destination is not yet in sight, even if no alternate routes can be
taken. This helps to reassure customers they are following the correct path.
In addition to basic wayfinding, the journey segment between the gate and passport control
provides an opportunity to educate the customer about what to expect and to entertain the
customer. The level of design and physical amount of detailed information provided is subject
to the distance from gate to CBP Primary. The longer the walking distance the more time there
is to educate and entertain.
Input from airport stakeholders interviewed reinforced the need for signage in the interna-
tional arrivals facility to be bold to help herd and navigate passengers through the space and
the passport control process. Having the information presented in a variety of languages can be
helpful because it can be challenging to provide staff with the necessary multilingual skills. As
shown in Figure 4-14, the number of languages displayed on static signage varies between the
airports visited.
For additional information on the planning and design of directional signage for airports,
refer to ACRP Report 52.
Depending on the walking distance from the gate to passport control, there may be oppor-
tunities to educate and enhance the customer experience along the way. The most important of
these two opportunities is how to educate the customer about what to expect (e.g., documents
required, queue options, etc.) when they arrive at passport control (see Figure 4-15). Under-
standing what to expect reduces anxiety and improves customer satisfaction.
Color-Coded Signage in the Passport Control Hall: A color-coded signage system along
the arrivals corridor helps educate customers by associating entry status with a particular
color and the information is provided in seven different languages. The queuing area in the
passport control hall is arranged by the entry status, which corresponds to the color-coded
signage (see Figure 4-16).
According to input from airport stakeholders, the color-coded signage along with support
from the passenger service representatives (PSRs) has been very helpful in accommodating
the tremendous growth in passenger volumes. There is a lot less passenger confusion, which
also reduces the amount of assistance required, which lessens the burden on manpower to
staff the passport control area. The color-coded signage program at BOS evolved with the
Figure 4-14. Number of languages

displayed on static signage.

Figure 4-15. Multilingual signage in the arrivals corridor at Boston Logan

International Airport.
passenger responses so it was crucial that it was flexible and could be easily modified based
on their feedback.
The further segregation of passengers in the passport control hall (U.S. citizens, Electronic
System for Travel Authorization (ESTA), foreign visitors, lawful permanent residents, acces-
sibility needs etc.) has made the queuing process more complex. The implementation of the
Figure 4-16. Color-coded signage leading to passport control at Boston Logan International Airport.

color-coded signage orients passengers with their specific processing requirements and the
matching signage color is clearly displayed in the passport control hall to help guide passengers
into the appropriate queue.
Passport Control Hall Signage: When planning a signage program for a CBP area, air-
port planners and/or wayfinding consultants must reference the CBP ATDS. All CBP sig-
nage must be approved in advance by CBP during the design stage. The goal of the standards
is to “make a significant contribution to operational efficiency by minimizing confusion
among travelers and permitting traffic to move expeditiously through the CBP passenger
processing facility.”
The general requirements for signage in passport control are dictated in the ATDS. The
document also covers general requirements for secondary processing, the sterile corridor and
entrances leading to passport control, and international baggage claim. Additional detailed guid-
ance is available from CBP headquarters. Required artwork (including the seal of the Depart-
ment of Homeland Security) should be obtained from the local CBP.
Chapter 4 in the ATDS gives an overview of four categories of signage: wayfinding, identifica-
tion, notification, and statutory/regulatory.
Wayfinding signs: These signs should provide directions to specific areas within the CBP
passenger processing facility. The ATDS states the use of CBP approved terminology is required
to maintain consistency. However, at the U.S. airports surveyed there are a variety of terms
that appear on signage in the United States. This includes U.S. Customs and Border Protection
(CBP), passport control, Federal Inspection Service and CBP Primary Inspection. The overseas
airports surveyed use terminology such as customs, Arrivals, or Arrivals Immigration. The dif-
ferences between U.S. and overseas airports and lack of consistency between airports within the
United States can be a source of confusion for passengers.
Likewise, there are varying approaches to using symbols for CBP processes on wayfinding
signage. Some U.S. airports use only the three U.S. symbols shown in Figure 4-17, while others
use symbols and text.
The term passport control when paired with the immigration passport control symbol at U.S.
airports communicates a consistent message to the unfamiliar traveler so they know what to
Figure 4-17. Examples of signs with CBP symbols only and CBP symbol with text.

Figure 4-18. Comparison of CBP symbols.
expect at the first major stop in this journey segment. Figure 4-18 shows a comparison of symbols
used at U.S. and overseas airports.
Stakeholders at the airports visited understand the challenges of finding ways to success-
fully communicate information to non-English speaking passengers. For example, recruiting
personnel with bi-lingual and/or multilingual skills provides verbal communication. Imple-
menting signage with bi-lingual messaging paired with the appropriate symbol also helps
communicate information visually. Digital dynamic signage can communicate information
virtually by tailoring pre-programmed messages as a versatile, efficient, and cost-effective
method to meet the communication needs of passengers speaking a number of different
languages.
Expedited Entry Programs: If the path to Expedited Entry program kiosks is unclear,
signage may be required to guide customers. Proper symbology for these signs should be
considered carefully. Life in the 21st century presents an ongoing challenge to keep pace with
advances in technology which airports are not immune from and nor are their passengers.
While the recent deployment of APC and MPC improves the customer experience at passport
control, there has not been a symbol set developed and tested for comprehension to reflect
this technology.
In an attempt to fill this void, the blue symbol in Figure 4-19 (the logo on the MPC website)
has been picked-up by airports offering MPC processing as the default symbol. However, the
symbol does not clearly indicate the actions taken when using MPC. The second symbol in
1. MPC Software 2. ATL-MPC Symbol 3. DFW-APC Symbol 4. ATL-APC Symbol

Figure 4-19. Symbols for MPC and APC.

Figure 4-20. Examples of CBP queue signage for accessibility.
Figure 4-19 is a proactive effort by Atlanta International Airport to create a sensible symbol to
fill the void created by this new technology by including the phone/tablet in the symbol. The
third and fourth symbols in Figure 4-19 show a similar issue for APC. This research illustrates
how new processes and technology can create a gap in how to best communicate this informa-
tion using a visual medium.
Wayfinding signs in the passport control area guide customers into the proper queues. Several
of the U.S. airports surveyed improved upon the standard groupings of passenger types by hav-
ing dedicated accessibility queues (see Figures 4-20 and 4-21). Typical sign messages include,
but are not limited to:
• Visitors
• Permanent residents
• U.S. citizens
• Crew
• Diplomats
• ESTA travelers
Figure 4-21. Examples of CBP queue signage.

Figure 4-22. Official CBP branding at Los Angeles

International Airport Tom Bradley International
Terminal.
Identification Signs: Identification signs should provide information at a desired location,

including operational areas and specific rooms. Among the many requirements for identifica-
tion signs, the ATDS dictates that CBP branding with the department seal be located at the CBP
entrance, and a “Welcome to the United States” sign be located at the entrance to the passport
control hall. These guidelines can be met while also tailoring the signage to the material and
color standards for the airport’s sign program (see Figures 4-22 and 4-23).
Global Entry: Global Entry is a program available to U.S. citizens, lawful permanent resi-
dents, citizens of Germany, the Netherlands, Panama, and South Korea and Mexican nationals.
Signage should identify the banks of Global Entry kiosks to distinguish them from APC. This is
a good opportunity to educate members on the use of the kiosks, and to educate nonmembers
about the eligibility requirements and advantages of Global Entry (see Figure 4-24).
Notification Signs: Notification signs convey specific information and instruction to pas-
sengers, crewmembers, CBP, and airport/airline staff to help identify procedures, policies, and
notices.
Automated Passport Control: APC is available for U.S., Canadian, and eligible Visa Waiver
Program international travelers. These kiosks print a receipt for each passenger that identifies
the type of processing level that is warranted. The next decision point on which queue to fol-
low may create potential for easy confusion. Clear signage should instruct passengers to the
Figure 4-23. Examples of “Welcome to the United States” signage.

Figure 4-24. Example of Global Entry identity signage.
appropriate queue based on the status indicated on the receipt: No “X” or an “X” (see Figure 4-25).
These signs should display an accurate reproduction of the receipt image to assist passenger
understanding of the process. The images in Figure 4-25 show that JFK International Airport
Terminal 4 uses signs with a conspicuous color to tie together the separate signs as a system for
making a decision. Atlanta International Airport uses the same symbol on the signage for APC
and on the directional signs leading to the kiosks.
Statutory/Regulatory Signs: Statutory/regulatory signs provide instructions, information,
and official legal notices. Many of these are already designed and available from local CBP.
These signs may not be altered. The method of display in the surveyed airports was generally
fragmented (one here, one there), but Los Angeles International Airport created a clean display
of multiple statutory signs in one location (see Figure 4-26). These signs are clearly visible from
the APC kiosks rather than being placed on the arrivals corridor wall where customers pass by
without looking.
Video Walls in Passport Control Hall: While the physical environment, access to informa-
tion, and fairness are the three key factors affecting customer queue experience, psychological
factors also play an important role in the queuing systems because it can ease the unavoidably
negative reactions of air travelers to airport delays by influencing their perceptions of the situa-
tion. The customer survey shows that wait times at CBP, which vary, factor into overall customer
satisfaction. An example of how to enhance the customers’ perceived wait time is in the queue at
passport control at Atlanta International Airport’s International Terminal. A large video screen
JFK JFK JFK ATL

Figure 4-25. JFK International Airport Terminal 4 and Atlanta International Airport (ATL) APC kiosk receipt
instructions.

Figure 4-26. CBP statutory signs at LAX.
displays rotating images of local and regional sights in Atlanta and the state of Georgia (see Fig-
ure 4-27). These types of digital media can positively influence the customer perception of queue
management. Regarding the fairness factor of queue management, research shows that a snake
queue is the best solution (de Neufville and Odoni 2003).
Queue management associated with wait times directly affects customer satisfaction. Under-
standing the factors and psychology that influences perceived wait times is important to under-
stand how to improve this part of the customer experience. This includes close coordination
among the entities involved in planning the necessary infrastructure, content development and
management, deployment, and maintenance of the system.
Welcome Wall Feature: There are three basic considerations for creating “welcome wall”
features.
Step 1 is Location: review the journey segment to locate opportunities to celebrate the arrival
experience.
Step 2 is Content: the criteria for content development may vary by airport, but the basics
should include making it relevant, recognizable, and engaging.
Source: © Chris Cunningham, Courtesy of Gresham, Smith and Partners
Figure 4-27. Video screen in the passport control

hall at Atlanta International Airport’s International
Terminal.

Table 4-6. Implementation considerations for a welcome wall feature.
Step 3 is the Life Cycle: content can have a shelf life so it is important to plan how and when
visual content like a “welcome wall” will be updated.
Table 4-6 provides a summary of the implementation considerations for a welcome wall
feature.
Color-Coded Signage System: Interviews with stakeholders from other airports found that
simply color-coding the signage to help with customer flow through the passport control hall is
not a guaranteed solution. Stakeholders from other airports commented that customers do not
pay attention to signage and, surprisingly, U.S. citizens are more likely to follow the crowd than
foreign visitors. Therefore, in evaluating what made the color-coded signage successful at Boston
Logan International Airport the following attributes were noted and should be considered as
part of the implementation:
• Colors are bold and readily distinct from each other.
• The information is repeated several times along the walkway from the gate to passport control.
• The information is posted in multiple languages based on the flight mix at the airport.
• Any solution like this should be based on customer input and combined with thoughtful
design of how the information is presented and updated.
Table 4-7 provides a summary of the implementation considerations for a color-coded sig-
nage system.
Video Wall in Passport Control Hall: There are three major implementation considerations
with a large video wall or collage video wall including: content, content management, and infra-
structure. As with any digital signage implementation, deciding what content best helps the
customer in the situation takes planning before execution. In the case of the passport control hall
at Atlanta International Airport, two purposes were considered, direction and entertainment.

Table 4-7. Implementation considerations for a color-coded signage system.
One type of video wall was dedicated to entertaining passengers in the queue line while the
other gave instruction on the appropriate queue lines in the passport control hall and kept
the passengers moving through the lines. When dealing with a large number of displays work-
ing as one, the software and hardware need to be configured properly to provide the level of
quality expected. Determining the desired video wall size and resolution will dictate software
and hardware requirements. A player with four discrete 1080p video outputs may run four
screens at 1080p, while to run 4K content the same player may only be able to power one screen.
The infrastructure requirements include power and data. Table 4-8 provides a summary of the
implementation considerations for a video wall in the arrivals hall.
4.3.6 Arrival Gate to Passport Control Journey

Segment Evaluation Tool
Figure 4-28 provides a summary of the basic requirements and notable innovations described
above for the arrival gate to passport control journey segment. The items are provided in chron-
ological order to give an indication of when or where they should occur in the customer experi-
ence for this journey segment.
4.4 Passport Control to CBP Exit Control

The passport control to CBP exit control journey begins after customers complete passport
control, includes claiming their checked baggage, and ends when they complete the CBP exit
control interview. At that point, the customers have officially entered the United States.

Table 4-8. Implementation considerations for video walls in the passport

control hall.
Figure 4-28. Arrival gate to passport control journey segment evaluation tool.


The passport control to CBP exit control journey includes the following activities:
• Proceed from passport control to baggage claim hall
• Determine which baggage claim carousel is assigned to their flight
• Locate claim device
• Claim checked baggage
• Proceed to CBP exit control
• Queuing and CBP exit control interview
• Exit CBP area

Many passengers experience anxiety while waiting for the baggage to arrive at baggage claim, in
particular those in the process of transferring to a connecting flight. Research conducted for ACRP
Report 55 has shown that the longer the wait times, the greater the dissatisfaction experienced by
airport passengers. To alleviate the anxiety and anticipation of passengers waiting for their bags to
arrive, some airports provide video monitors to distract and entertain passengers as they wait for
their baggage. At many airports outside the United States, amenities such as information counters,
coffee shops, money exchange kiosks, and duty free shops are provided in the baggage claim area
to distract passengers while they wait for their baggage.

Person-to-person customer service during the passport control to CBP exit control journey
segment is relatively limited as customers guide themselves to the baggage claim carousel for
their flight. Information delivery via signage is the primary means of customer service during
this journey segment.
Other elements of the customer experience include baggage delivery wait times, free baggage
carts, baggage porter services and airline baggage service offices.
Basic Requirements
Baggage Claim Carousel Identification: In the baggage area, the first element of customer expe-
rience is identifying the baggage carousel assigned to their flight. Upon entering the baggage claim
area, FIDS should display flight information with the carousel assignment. Each carousel should be
clearly identified with signage that can easily be seen from the entrance to the baggage claim hall.
Wait Times: This key element of the customer experience pertains to the amount of time
customers wait for checked baggage to be delivered to the assigned baggage carousel. With the
introduction of APC, MPC, and trusted traveler programs at many U.S. airports, customers are
arriving at the baggage carousel sooner because the wait times at passport control have been
reduced. Based on the target average passport control wait time established in the previous sec-
tion, the target delivery time for the first checked bag should be 20 minutes or less after arrival
with the last checked bag arriving no later than 40 minutes after arrival.
Achieving this target should limit the wait times in the baggage claim area to 20 minutes or less for
almost every customer. The IATA Optimum level of service recommendation is less than 15 min-
utes for narrowbody aircraft and less than 25 minutes for wide-body aircraft for delivery of the first
bag for economy class passengers (2014). Delivery of baggage for first and business class passengers
typically occurs much quicker than economy passengers because those bags are given priority and
those passengers are usually the first off the plane and the first through passport control.

Elimination of Baggage Claim and Recheck for Connecting Passengers: As indicated in

Chapter 2, the elimination of baggage claim and recheck for international-to-international con-
necting passengers has been implemented in a few U.S. airports. Eliminating baggage claim and
recheck for some or all international-to-domestic connecting passengers would have a profound
impact on the customer experience. While this policy has not yet been implemented in the
United States, airport stakeholders should continue to discuss the opportunity with their local
and national CBP representatives to ascertain the challenges and requirements associated with
this change in policy and operations. ACRP Report 61 provides a detailed description of the vari-
ous methods for implementing this innovative approach.
Seating: Since it is not likely that waiting in the baggage claim area can be eliminated alto-
gether, providing seating for customers is an important customer service consideration. This
is especially beneficial for the elderly or passengers with disabilities who may be traveling with
someone who can retrieve their baggage while they wait. The seating should be adjacent to the
carousels so that parties can remain within sight of each other.
Baggage Carts: Baggage carts are provided free-of-charge in almost every international arriv-
als facility across the world, including those in the United States. This creates an expectation
that the baggage carts will be readily available at no cost to the customer. While baggage carts
are commonly located between the claim carousels, airport should consider staging them at the
entry to the baggage claim hall so that customers can more conveniently get a cart when they
enter the baggage claim hall. This will also reduce the spacing required between the carousels and
allow for more efficient replenishment of the carts that are being returned.
Baggage Porters: Many foreign airports provide for-hire baggage porters in the baggage claim
area. This amenity is not common at U.S. airports; however, some customers may expect these
services to be available. Airports should routinely survey customers to determine if this service
is commonly requested. Customers flying on certain airlines may have a higher expectation for
baggage porter services due to the more generous check bag allowances of those airlines. Elderly
passengers may also have a higher desire to utilize baggage porters.
Amenities and Services: CBP regulations prohibit the provision of amenities and services in
the international baggage claim hall as they have the potential to impede the ability of CBP offi-
cers to conduct observations and passenger screening. Amenities such as information counters,
coffee shops, money exchange kiosks, and duty free shops are available in many airports outside
the United States. Since this decision is made at the national level, airport stakeholders should
consider working with their industry representatives to discuss the possibility of providing some
level of amenities in the international baggage claim hall.
Airline Baggage Services: Airline baggage services are another component of the customer
experience in the baggage claim area. At large international terminals in the United States, it is
more common for the hub carriers or primary foreign airlines to provide baggage services within
the baggage claim area. However, airlines that provide only one or two international flights per
day generally do not provide baggage services in the baggage claim area but rather provide that
service at the ticketing counters. The key consideration is that customers are provided with the
information that they need to contact their airline to inquire about the status of their baggage.
For airlines that do not provide baggage services in the baggage claim hall, an information kiosk
should be provided that has the local and global contact information for each of the airlines
serving that terminal.
CBP Exit Control: The CBP exit control process can be more stressful for some customers than
the passport control process due to the questions about items being brought into the United States.
A common point of confusion, especially for foreign visitors, is the need to stop for the exit con-
trol interview as many foreign countries utilize a self-declaration and random inspection process

where passengers with nothing to declare proceed through the exit without an interview and those
who do have something to declare may be subject to an interview and search. Random interviews
are conducted for passengers identifying that they have nothing to declare. CBP is testing a self-
declaration model for exit control so airports considering modification to this component of the
arrivals process should discuss this potential change with their CBP port director.

The physical environment of the baggage claim hall should facilitate ease of movement through
the facility, identification of the appropriate baggage claim carousel, collection of checked bag-
gage, and location of the CBP exit control.
Basic Requirements
Line of Sight and Natural Wayfinding: International baggage claim halls are typically very
large spaces with several claim carousels. Entry to the baggage claim hall should allow for a clear
line of sight to each carousel, which should be prominently identified (usually by number).
Natural wayfinding is most effective if the entry to the hall is located in the center baggage claim
hall or along a perimeter corridor that passes by each claim carousel. The customer should be
able to see the CBP exit control point from the entry so they know where to go after they claim
their checked baggage. All elements of the interior design—specifically the floor and ceiling pat-
terns, lighting, and the structural grid—should convey the direction customers should flow from
the entry to the CBP exit control.
Carousel Layout: Appropriate spacing should be provided between the claim carousels to
allow for baggage carts and seating. IATA recommends 36 to 43 feet separation (edge to edge) for
baggage retrieval, circulation, and baggage cart staging with additional space to accommodate
seating (2014). Seating adds approximately five feet of width for each row of seats. If the baggage
cart staging is consolidated at the entry to the baggage claim hall, the carousel spacing could
be reduced by 3 to 6 feet. Most airport terminals in the United States have carousels spaced at
50 feet to 60 feet on center, which is in the middle of the range recommended by IATA.
Carousel Sizing: Long-haul international flights often have higher checked bag allowances than
short-haul international and domestic flights. Load factors can also be high, especially during the
peak travel months. Splitting a flight onto two carousels or using porters to remove bags from a
single carousel that is too small creates confusion for customers and greatly diminishes the experi-
ence. The use of two carousels for one flight should be considered only when flights can be split
into first and business class on one carousel and economy on the second carousel. IATA recom-
mends that carousels for wide-body aircraft provide 230 to 295 feet of presentation length and
carousels for narrowbody aircraft provide 130 to 230 feet of presentation length (2014). Carousels
for double-deck wide-body aircraft, such as the A380 or 747-800 with very high bag to passenger
ratios (greater than 1.5 bags per passenger) should use the upper limits (IATA 2014).
Carousel Type: Baggage claim carousels for international arrivals facilities in the United
States are predominantly remote-fed sloped-plate carousels (see Figure 4-29). These carousels
provide the highest amount of baggage storage capacity per foot of presentation length due to
the ability for the baggage to be double-stacked on the carousel. However, removing baggage
that is double-stacked is not an easy task, particularly for the elderly and disabled.
Remote-fed flat-plate devices (see Figure 4-30) are available but do not provide the same
amount of baggage storage capacity. This design, however, makes the removal of baggage less
arduous. These types of devices are in use at several terminals at Heathrow Airport. The planning
and design of new international arrivals facilities should consider these issues.

Figure 4-29. Example of a remote-fed sloped-

plate baggage claim carousel at Chicago O’Hare
International Airport Terminal 5.
Restrooms: The baggage claim hall should include restrooms for customers who may have to
wait for checked baggage or may have bypassed the restrooms in the arrivals corridor or passport
control hall. The restrooms will likely be located on the perimeter of the baggage claim hall and
should be positioned so customers do not have to walk the entire length of the hall to reach them.
Baggage Cart Return: The baggage claim hall design should incorporate dedicated corridors
for returning baggage carts so that the public entrances and exits do not have to be used as
pathways for returning carts. Baggage carts are returned and restocked throughout the day so
interference with the passenger flow should be minimized. While this element is not associated
with the customer experience, it can affect the airport’s strategy for returning the baggage carts.
CBP Exit Control: The implementation of APC and MPC at passport control can negatively
affect baggage claim and CBP exit control wait times. With more customers at the baggage claim
carousel prior to the baggage being delivered, the surge of customers leaving the carousels and
proceeding to CBP exit control has increased, creating long queues at CBP exit control. Many
airports provide separate queues at CBP exit control for crew, Global Entry, U.S. citizens, lawful
permanent residents, and foreign visitors. Sufficient queuing area should be provided that does not
interfere with the circulation around the baggage claim carousels. CBP is testing a self-declaration
Figure 4-30. Remote-fed flat-plate baggage claim

carousel at Heathrow Airport Terminal 2.

process where the CBP exit control interview would not be necessary for customers with noth-
ing to declare. Airports in the process of planning and designing new or significantly renovated
international arrivals facilities should contact their CBP port director to determine the best
approach for conducting the exit control process because it will affect the spatial requirements
for that process.
Remote-Fed Flat-Plate Baggage Claim Carousel: The replacement of remote-fed slope-plate
baggage carousels with remote-fed flat-plate baggage carousels in an existing terminal is highly
unlikely due to the decrease in capacity. The best opportunity to incorporate these devices is dur-
ing the planning and design phases because they will affect the capacity and size of the baggage
claim hall. The airport planners and designers should work with the airlines to determine if these
types of devices are suited for the operations. Table 4-9 provides a summary of the implementa-
tion considerations for implementing remote-fed flat-plate baggage carousels.

Basic Requirements
Statutory/Regulatory Signs: All CBP signage must have the advance approval of CBP dur-
ing the design stage. The CBP ATDS includes a list of information required to post in this area.
Statutory/regulatory signs are unique to the CBP facility providing international travelers with
statutory/regulatory instructions, information, and official legal notices (see Figure 4-31). The
content of a statutory/regulatory sign cannot be altered and must be presented in its entirety.
Table 4-9. Implementation considerations for remote-fed flat-plate baggage

claim carousels.

Figure 4-31. Example of CBP required statutory

signs at Dallas/Fort Worth International Airport.
Directional Signage: The majority of bag claim areas within CBP do not have a direct line of sight
to the outside, making the task of orienting oneself non-intuitive. Therefore, passengers must rely
on the signage to find their way out of the bag claim area. Observations made during site visits show
the signage at all five overseas airports include “Exit” as part of the wayfinding system in the bag-
gage claim area. Of the eight U.S. airports visited, seven use the word “Exit” on the signage guiding
customers to the CBP exit; each has varying levels of consistency. This is important, because CBP
officials have noted that some foreign non-English speaking travelers mistake the emergency exits
for the airport exit.
Seven of the eight U.S. airports include “Exit” messaging in the bag claim area and all overseas
airports visited clearly emphasize the “Exit” message in the bag claim area.
This issue can be further complicated by the differences between U.S. standard life safety sign
versus life safety signage used in other countries (see Figure 4-32). Many other countries use
some version of the ISO standard, a symbol developed the in late 1970s by Japanese designer
Yukio Ota and adopted for international use in 1985.
Exit is a difficult message to convey via a pictogram. The wide range of different representa-
tion used at the airports visited illustrate this point (Figure 4-33). Given the differences in sym-
bology used for EXIT the signage guiding customers on how to exit from an airside to a landside
area should use both the word EXIT as the primary means of communication and if a symbol is
used it should be a supporting element only.
Baggage Information Displays: The basic primary content required for baggage informa-
tion displays (BIDs) is the city of origin, flight number, airline, and bag claim device number.
NFPA Standard Exit Sign ISO Standard Exit Sign

Source: NFPA and ISO
Figure 4-32. Life safety sign comparison.

AIGA AMS LHR MUC PEK

Source: AIGA and ACRP 03-35 Research Team
Notes: AIGA = American Institute of Graphic Arts; AMS = Amsterdam Airport Schiphol;
LHR = Heathrow Airport; MUC = Munich Airport; PEK = Beijing Capital International Airport.
Figure 4-33. Exit symbols.
Some of the airports visited, like Amsterdam Airport Schiphol, provide additional remarks that
indicate when the baggage is expected to arrive at the device or if all the bags have been delivered
(see Figure 4-34). These remarks also toggle between English and Dutch. The BIDs at AMS also
include information such as time, date, and what to do if there are problems with baggage. The
net result is a solution that adds value to the customer experience.
Directly on or over each claim device, and in other areas within the baggage claim area as
appropriate, signs provide more processing instructions and direct passengers to CBP secondary
processing and exit control located at the head of the main facility exit lanes.
Beyond exit control, signs direct passengers to the main exit, baggage recheck, connecting
flights, and ground transportation as required.
Alternate Content to educate customers about what’s next in their journey: Arriving pas-
sengers with checked bag(s) are a captive audience while waiting at baggage claim. Airports can
make use of this dwell time to provide additional information to educate the customer about the
next segment of their journey. Static signage, digital signage, or a combination of both located
strategically above or on the carousels can cycle between the primary content and alternate con-
tent (see Figure 4-35). The key factor in signage placement is to maintain clear sight lines during
peak times when the bag carousels are the most crowded.
CBP Exit Control: After retrieving baggage, passengers proceed to the CBP exit podium.
Directly over each exit lane a sign must be located with a message per CBP. A sign viewed by
Figure 4-34. BIDs at Amsterdam Airport Schiphol.

Figure 4-35. Signage with alternate content in baggage claim at JFK International Airport Terminal 4 (left) and
Boston Logan International Airport (right).
passengers just prior to exiting the CBP facility should express appreciation for their coopera-
tion. Content will be provided by CBP.
Connecting Flight versus Exit: While the physical space of CBP varies in size and configu-
ration from one airport to the other, the CBP typically presents a major decision point in the
passenger journey whether to exit into the United States or find a connecting flight. The way-
finding provided in the CBP is important because a connecting passenger who makes a wrong
turn and exits into the Arrivals Hall may have to walk a long distance to get to their connecting
departure gate.
Most of the circulation path through CBP is unidirectional, and multiple stakeholders clas-
sified the passengers flow as herd-like. However, at this point passengers need to choose which
direction to go and that decision can be adversely influenced by the large number of passengers
exiting CBP at the same time. Therefore, passengers may benefit from having super-sized sig-
nage directing them to boarding gates for their next departure or to the exit (see Figure 4-36).
Figure 4-36. Super-sized exit signage at JFK

International Airport Terminal 4.

Table 4-10. Implementation considerations for BIDS with alternate content.
BIDS with Alternate Content: It is not difficult to implement this technology using a mature
content management solution; however, careful thought and planning should go into the content
displayed. It should be constantly monitored to ensure the customer is receiving correct, updated
information. Providing too much or too little information will leave the customer frustrated. Pro-
viding direction as to where more information can be obtained will draw the crowd away from the
claim area, which can become easily congested during peak times. Useful information that could
help arriving passengers includes weather conditions, weather and travel advisories, ground trans-
portation information, and notable local and regional events. Table 4-10 provides a summary of
the implementation considerations for BIDS with alternate content.
As for the cost factors, if the system infrastructure is in place, developing the content could
be done in house rather inexpensively. For airports with a full CMS this notable innovation is
relatively simple to implement, but if it is a common platform that does not allow customization,
then a full digital system deployment is required.
4.4.6 Passport Control to CBP Exit Control Journey

Segment Evaluation Tool
Figure 4-37 provides a summary of basic requirements and notable innovations described
earlier for the baggage claim to CBP exit control journey segment. The items are in chronological

Figure 4-37. Passport control to CBP exit control journey segment evaluation tool.
order to give an indication of when or where they should occur in the customer experience for
this journey segment.
4.5 Arrivals Hall

The arrivals hall is the point at which passengers enter the non-secure area of the terminal and
officially arrive at their destination. The arrivals hall includes the meeter/greeter area, informa-
tion booths, ground transportation services, a business center, and concessions. The discussion
in this section assumes that connecting passengers go through airline recheck prior to exiting
the CBP area and then on to the location of their departing flight. Chapter 6 provides discussion
about connecting passengers.

The arrivals hall experience for air travel customers includes one or more of the following
activities depending on the nature of their travel:
• Meeter/greeter connection
• Commercial or public ground transportation services
• Queuing and waiting areas for commercial or public ground transportation services
• Business center or other commercial services
• Arrivals lounge
• Food and beverage and retail concessions
Meeters/greeters should also be considered customers in the arrivals hall. They may require
the following services or amenities:
• Seating
• Arriving flight information
• Restrooms

The arrivals hall can be an overwhelming experience as it is usually a larger space that pro-
vides many options about available facilities and amenities. In particular, passengers arriving on

a long-haul flight who do not read English could potentially experience a language barrier and
culture shock in addition to travel fatigue, jet lag, and information overload.
Some arriving passengers will be looking for a person or group waiting to meet and greet them
at the arrivals hall. These passengers require visual cues to direct them to the meeting place.
When a large number of greeters are waiting near the doors where passengers exit from passport
control, it can be challenging to locate the meeting place and the party they are expecting to find.
Thus, enhanced signage may be required to mark the location where arriving passengers can find
the person or group waiting for them. The use of landmarks (e.g., a fountain, sculpture, etc.) can
be helpful to fulfill this goal.
Some arriving passengers will require information about the location of taxis, limos, hotel
shuttles, or other forms of ground transportation. These passengers require wayfinding infor-
mation to direct them to the appropriate location. Depending on the airport, these services may
be accessed at service counters located within the terminal, just outside the doors at the curbside,
at the terminal roadway on an outer island, within the parking garage, or at a remote building
that can be accessed using a train or shuttle.
Some passengers arriving on business require facilities such as a lounge to refresh before
conducting business or a business services center to make last minute preparations before a
meeting. These facilities are typically not as prominent as the more primary destinations (e.g.,
ground transportation, information, concessions, restrooms) and therefore may be more dif-
ficult to locate.

The arrivals hall provides the first impression of the destination and therefore is a crucial
component of the customer’s experience. Person-to-person customer service occurs at several
points during this part of the journey, including:
• Information counter or welcome center
• Ground transportation services counter(s)
• Commercial services
• Hotel counters and information boards
• Ground transportation service operators
Other elements of the customer experience include: waiting areas or queues for commercial
ground transportation services, availability of concessions and other services such as business
centers or arrivals lounges.
Basic Requirements
Meeter/Greeter Area: In the arrivals hall, the first impression for the customer is the meeter/
greeter area or lobby. The meeter/greeter area should include some physical barrier, such as a rail,
to prevent meeters and greeters from congregating around the entry doors to the arrivals hall, but
allows customers space to identify the party waiting for them. Video displays providing informa-
tion about the actual arrival time and estimated time for CBP processing should be considered so
meeters and greeters are not waiting at the entrance to the arrivals hall for long periods of time.
The size of the meeter/greeter area varies substantially from airport to airport, as it is based on a
number of factors such as the social and religious culture of the customers, distance from the popula-
tion center, nature of the destination (business or leisure), and common modes of ground transporta-
tion. Airports should survey or interview arriving passengers on a regular basis to develop an accurate

Figure 4-38. Welcome sign kiosk at Munich Airport

Terminal 2.
estimate of the number of meeters and greeters per passenger. IATA (2014) provides a formula for
calculating the area of the arrivals hall using a ratio of seated versus standing meeters/greeters and an
assigned amount of space for each group (18.3 square feet for seated, 12.9 square feet for standing).
One notable innovation observed during the research was a “welcome sign” printer in the
meeter/greeter area in Terminal 2 at Munich Airport (see Figure 4-38). This kiosk allows meeters
and greeters to print their own welcome sign so that the passengers can more easily identify them
as they exit the CBP area.
Information Counter: Most airports provide an information counter in close proximity to the
CBP exit in the Arrivals Hall where volunteers or the terminal owner/operator’s staff provide infor-
mation about ground transportation services, the surrounding region, and other customer services.
Another notable customer service innovation in the arrivals hall was the Welcome Center
at John F. Kennedy International Airport Terminal 4 (see Figures 4-39 and 4-40). It is located
Figure 4-39. Welcome center at JFK International

Airport Terminal 4 (front view).

Figure 4-40. Welcome center at JFK International

Airport Terminal 4 (back view).
immediately after the exit from the CBP area and provides ample area for passengers to interact
directly with airport staff.
The JFK Welcome Center greets arriving passengers as they pass through CBP exit control.
This easily identifiable structure creates a bright, inviting atmosphere staffed by uniformed per-
sonnel. The center provides space for passengers to queue to use the courtesy telephones for
ground transportation services to hotels and rental car services. A restricted internet browser
provides access to Port Authority-permitted websites that support airport services.
Kiosks with touch screens are programmed to provide information about local tourist attrac-
tions complete with QR codes for passengers to scan to obtain additional information on their
smart phones.
The Welcome Center staff actively engages customers leaving the CBP areas to offer assistance.
Some passengers may not realize they require assistance until passing the Welcome Center.
Concessions and Amenities: Since meeters and greeters, including pre-arranged transpor-
tation providers, may show up early to pick up passengers exiting the CBP area or may have
longer to wait due to flight delays, a wide variety of concessions and amenities should be con-
sidered for the Arrivals Hall. This might include small retail shops, coffee shops, and full-service
food and beverage outlets. Seating areas should also be provided for meeters and greeters so
that they are comfortable while they wait. Restrooms in the Arrivals Hall should consider the
number of meeters and greeters and other service providers likely to be in the facility during the
peak periods because they will be the most frequent users of the restroom facilities.
Arrivals Lounge: For customers traveling for business, an arrivals lounge or short-stay hotel
should be considered so that those customers can refresh before their business obligations. A
business center should also be considered for any customer who needs to address business or
personal matters before leaving the terminal.
Money Exchange: Money exchanges and ATMs are other important services that should be
provided in the Arrivals Hall.
Retail and Shopping: Pharmacies and convenience stores are common at many airports out-
side the United States as customers can purchase items they need before they leave the terminal.
These services are particularly useful for visitors who may not know if it will be convenient to

find certain items near where they are staying; and employees working in the terminal may prefer
to pick up certain items rather than make an extra stop on the way home.
Baggage Delivery Services: Arriving passengers may desire to have their baggage forwarded
to their home or hotel rather than handle it themselves. Many airports outside the United States
and some U.S. airports provide this service via third-party service providers. While international
arriving customers will still have to claim their baggage prior to exiting the CBP area, U.S. airports
should consider providing this service in the Arrivals Hall.
Ground Transportation Waiting Areas: Waiting areas should be provided for customers
utilizing regularly scheduled commercial or public ground transportation services because there
may be a long delay between exiting the CBP area and the scheduled time of departure for
the ground transportation services. In some cases, an airport may have a consolidated ground
transportation center where this type of amenity is provided. The waiting area should display
pertinent information about the ground transportation services, such as schedules and contact
information. Courtesy phones should be considered for customers who do not have U.S.-based
mobile phones.
Taxi Queue: Taxi queues are another important part of the customer experience in the Arriv-
als Hall. They should be well organized and sized to handle peak period traffic and located in an
area that is protected from extreme outdoor environmental conditions.
Ground Transportation Service Providers: Many arriving passengers interface with ground
transportation service providers. As discussed in ACRP Report 157, developing a customer ser-
vice training program that established expectations for all service providers is a crucial element
in creating a customer service culture and enhancing the customer experience.
Welcome Sign Kiosk: The installation of a welcome sign kiosk is typically a simple process
requiring very little infrastructure or equipment, primarily a computer, printer, and the kiosk
enclosure, along with an electrical outlet. The airport customer service department should not
have to coordinate with any other stakeholders as the kiosk could be used by all meeters and
greeters. Table 4-11 provides a summary of the key considerations for implementing a welcome
sign kiosk.
Welcome Centers: Many U.S. international terminals provide some type of information
booth in the arrivals hall. A welcome center is a larger, more customer-centric version of an
information booth so the implementation should primarily involve the replacement of the phys-
ical infrastructure and adding some self-service technology components. The staffing for the
welcome center would be the same as for an information booth. Table 4-12 provides a summary
of the key considerations for implementing a welcome center.

The physical environment of the arrivals hall is just as important as the services offered. The
architecture and interior design should promote a distinct sense of arrival that is reflective of
the local community and the layout should facilitate ease of movement for passengers (many of
whom will have baggage carts) and meeters and greeters.
Basic Requirements
Sense of Place and Natural Wayfinding: The architecture and interior design of the arrivals
hall should promote a welcoming environment that optimizes natural light and provides a visual

Table 4-11. Implementation considerations for welcome sign kiosks.
Table 4-12. Implementation considerations for welcome centers.

connection to the non-secure areas of the terminal and the outside. Regional artwork or large
displays that showcase the surrounding region should be considered to give customers a distinct
sense of place. The building structure and other key physical elements should situated so there
are clear sight lines from the entry to the arrivals hall to the exit points for various functions.
Landmarks or other distinct visual elements should be used to create “meeting points” or way-
finding devices that can be used to guide passengers to various ground transportation services
(see Figure 4-41).
Vertical Circulation: Since many arriving international passengers use baggage carts, the
primary means of vertical circulation from the arrivals hall to other arrivals functions, such as
pedestrian bridges to terminal parking garages or ground transportation services, should consist
of large-capacity flow-through elevators, ramps, or sloped floors. Escalators should be consid-
ered only as a secondary means of vertical circulation. The elevators should be clearly marked
and lit so that customers know to use them to get to the next step in their journey.
The elevators and escalators should be located in pairs or banks of three or more to provide
sufficient redundancy for periods of scheduled or unscheduled maintenance. They should allow
passengers to continue along the path of travel without making U-turns, which can be disorient-
ing. The ramps and sloped floors (shallow ramps that do not require landings) provide much
greater capacity and are not subject to periodic maintenance issues; however, they take up sub-
stantially more space due to the gradient requirements. Ramp slopes should be between 1:20 and
1:40 (depending on the distance) to provide a comfortable gradient that does not require assis-
tance for customers in wheelchairs or is too arduous for elderly customers with baggage carts.
Inclined moving walkways are used in many airports outside the United States to provide
vertical transition between the arrivals hall and the terminal landside area. Special baggage carts
with locking casters or automatic brakes are required for use on these devices, which typically
have a steeper slope (normally 20 degrees) and therefore do not take up as much space as a ramp.
Inclined moving walkways are currently prohibited in the United States by the American Society
of Mechanical Engineers (ASME) Safety Code for Elevators, Escalators, and Related equipment,
which limits the slope of a moving walkway to 12 degrees and prohibits the use of baggage carts
on moving walkways (2013).
Figure 4-41. Visual elements used to facilitate

wayfinding at Beijing Capital International Airport.

Arrivals Hall Configuration: The layout and size of the arrivals hall should facilitate the flow
of customers and meeters and greeters. The primary circulation path should be separate from
the meeter/greeter area to minimize congestion. Clear lines of sight and visual landmarks should
be used to promote natural wayfinding to the greatest extent possible.

The arrivals hall is a hub of activity. With passengers arriving in larger groups that also gener-
ate equally large groups of meeter and greeter traffic, anything an airport can do to simplify and
streamline this area will be of benefit. At this point, an arriving passenger may be engaged in any
of the following:
• Meeting another party, whether personal or business.
• Searching for ground transportation. This can be pre-arranged or secured at the time of arrival.
• Looking for the path to parking lots or structures where they left their car.
Basic Requirements
Arrival Location: For airports with more than one terminal, the first step is to confirm/
re-confirm the terminal where the passenger will be arriving so they know where they are and
can correctly communicate this information to other persons (see Figure 4-42).
Having clearly identified meeter/greeter areas is also an important part of the customer expe-
rience and helps provide a common point of reference (see Figure 4-43).
Exit Identification: Another common point of reference associated with passenger pick-up and
or meeter greeter scenarios is the exit vestibule. The inside and outside of each vestibule should use
consistent terminology and have specific and unique designations (see Figure 4-44). Unique door
designations also benefit airport security to know where to go when responding to a call.
• Terminal identification
• Level
• Unique door identification
One scenario often overlooked is how do passengers arriving at the same airport but in differ-
ent terminals connect to their departure gate? This can be further complicated if the passengers
Figure 4-42. Welcome to Terminal 4 signage at

Heathrow Airport.

Figure 4-43. Arrivals signage at Heathrow Airport.
from different flights need to meet one another before the connecting flight. Can they meet on the
secure side (post-security) of the terminal? Do they both have to exit security and then figure out
where they are? To enhance the customer experience upon arrival, a wayfinding system should
be developed to provide consistent information identifying the name and location of the arrival
terminal in relation to other terminal or gate areas and an information desk (or roving information
staff) strategically located along the journey segments. Access to similar information on the airport
website allows the customer to engage in pre-trip planning communication and coordination.
Ground Transportation Services: Similar to other journey segments, communicating ground
transportation (GT) information is affected by the airport design and the GT service operation
itself. The result can be challenging because of the many choices and how to distinguish the
decisions to be made.
Because the GT service operation is set up differently at every airport, basic decisions may
include: where to go to pick a rental car; can they walk or do they need to take a train or shuttle
bus to a remote rental car facility? Is there a fee to ride this shuttle? Some terminals have GT
Figure 4-44. Door numbering signage at San Francisco

International Airport.

services on one roadway level while others have them on both roadways; this can create basic
wayfinding questions such as: do all passengers access all GT services using the same or different
routes? For example, at Dallas/Fort Worth International Airport, all customers exit in the same
direction to the lower level roadway GT services operation, allowing DFW to use one umbrella
term of ground transportation to guide passengers to the vestibule leading to all the GT services.
Once on the lower level roadway, the GT services are listed individually according to type and
location (see Figure 4-45).
At other airports, like Amsterdam Airport Schiphol, the GT services are accessed via multiple
routes that require each GT service to be listed separately. Some airports, like Beijing Capital
International Airport, utilize large fruit icons over the vestibules to help guide passengers to the
correct door. Figure 4-46 provides examples of these approaches.
Terminology and Symbology: Most customers know what mode of transportation they plan
to use before arriving at the airport. For these customers, signage should be a confirmation of
their transportation choice. However, as previously discussed, airport terminology and sym-
bology can be confusing for customers with language barriers or the learned experiences and
cultural influences they bring with them from other countries.
Terms used to describe modes of ground transportation can be similar, e.g., shuttles versus
buses versus vans, and the symbols for these services may look similar (see Figure 4-47). Some
services are free while others are for hire. This information is important to customers and it
should be provided in the signage.
Airports with trains provide another potential source of confusion for passengers. Train ser-
vice at airports can connect between terminals or remote services, such as a rental car center,
Figure 4-45. Ground transportation signage at Dallas/Fort Worth International Airport.

Figure 4-46. Ground transportation signage at Amsterdam Airport Schiphol (left) and Beijing Capital Airport (right).
or to mass transit train service. When separated between airside and landside this is typically not an
issue, but when access to more than one type of train is provided on the landside it can be challenging
to distinguish between the different train services. Airports view their trains as a branding opportu-
nity; mass transit trains typically also will receive some level of branding. If the information is not
properly packaged to convey the type of transit services offered, it can result in passenger confusion.
For example, most mass transit train services have a distinct name, BART, DART, MARTA, etc.,
that does not describe its function. Therefore, consideration should be given to the terminology
used on the wayfinding information. The name of the mass transit train serving the Changi Airport
in Singapore is MRT; however, the airport uses the simple term of “Train to City” for the primary
message on the wayfinding information (see Figure 4-48). MRT is listed as a subordinate message.
4.5.6 Arrivals Hall Journey Segment Evaluation Tool

earlier for the arrivals hall journey segment. The items are provided in chronological order to
Figure 4-47. Ground transportation information at

Changi Airport.

Figure 4-48. Train to City messaging at Changi Airport.
Figure 4-49. Arrivals hall journey segment evaluation tool.
give an indication of when or where they should occur in the customer experience for this
journey segment.
4.6 Terminal Arrivals Roadway/Ground Transportation

The terminal arrivals roadway or ground transportation services often provide the last impres-
sion of the customer’s arrival experience. This portion of the arriving passenger journey segment
primarily involves wayfinding and pedestrian interaction with private and commercial/public
vehicles and courtesy shuttles.

The terminal arrivals roadway/ground transportation experience for air travel customers
includes one of the following activities, depending on the nature of their travel:
• Private vehicle pick-up
• Terminal parking
• Courtesy shuttle to parking or hotel

• Commercial ground transportation

• Public ground transportation

Depending on the size of the airport, the curbside area just outside the terminal building can
be a busy area with a multitude of services occupying specific locations along the length of the
terminal building and sometimes spanning several islands. For unfamiliar passengers who may
be jet lagged or fatigued, it can be challenging to find the locations for passenger pick-up, taxi
stand, limo stand, airport shuttles, public transportation, and other shuttles. It is generally help-
ful to provide a directory map near each exit door to orient passengers as to where they are and
where a service is located. Key considerations include a general level of illumination, crosswalk
visibility, and visibility of signs associated with each service.
At some airports, the arrivals curbside is located on a lower level covered by the departures
roadway above. Thus, even in the daylight artificial lighting is required to sufficiently illuminate
the curbside area. Lower levels of light can make it difficult for passengers to see and read signs
at a distance and it can be difficult for drivers to see pedestrians wearing dark clothing.
Crosswalks are a passenger safety feature. These marked areas identify where drivers should
expect to see pedestrians crossing the road. Higher levels of light are required in these areas and
the pavement markings and signs directing drivers should be well identified.
Signs to identify the location of each service need to be large enough, with sufficient letter
height to be noticed and read from distances ranging from 50 to 100 feet or more depending
on the distance from the terminal exits and the number of islands at curbside. A general rule of
thumb is that the legibility should be 30 feet per inch or better. For example, if the sign is to be
read at a distance of 120 feet, the letter height should be a minimum of 4 inches tall. The signs
should have sufficient contrast between the letters and the background color. Color-coded signs
can help passengers identify their location more quickly.

The terminal arrivals roadway and ground transportation segment of the customers’ arrival
experience will likely be influenced by their interaction with the following entities responsible
for maintaining orderly operations and providing courteous service:
• Law enforcement officers
• Ground transportation managers
• Ground transportation service providers
Basic Requirements
Traffic Enforcement: Traffic enforcement for private vehicles on the international terminal
arrivals roadway is particularly important to prevent long dwell times associated with waiting for
customers or meeters spending excessive time reuniting with customers. Airport customer ser-
vice and operations should work with law enforcement officers to establish the best approach for
handling these situations, from a person-to-person interaction and through operational policies.
Having law enforcement constantly barking at private vehicle operators to move off the curb is
not an acceptable customer service and could be viewed as offensive by many foreign cultures.
Ground Transportation Management: Ground transportation managers are responsible for
maintaining orderly queues and reviewing operating schedules to make sure the various modes
of transportation are performing as scheduled. They also should receive appropriate customer

service training and be provided with access to information since many customers need addi-
tional details about their ground transportation arrangements or have questions about their
destination.
Ground Transportation Service Providers: The airport customer service training program
should include the ground transportation service providers authorized to serve the airport. At a
minimum, customer service expectations should be communicated to the service providers and
they should be included in any incentive or reward programs that the airport operator maintains
for other service providers within the terminal.
Ground Transportation Information: Customer service on the terminal arrivals road-
way and ground transportation services includes providing information about scheduled and
unscheduled ground transportation services, including the route schedules, booking informa-
tion, typical fares, and tipping suggestions. This is especially helpful for first time foreign visitors
who may be from countries with very different ground transportation operations. Providing this
information gives customers confidence that they are not getting “ripped off” by the operators.
Digital Passenger Advisory Signage: In many transit centers, such as those at Boston Logan
International Airport (see Figure 4-50) and Baltimore-Washington International Airport, pas-
senger advisory signage is provided to inform passengers when to expect the next airport shuttle
bus. At Baltimore-Washington International Airport, over 50 LED signs were installed at the
bus shelters and bus stops, in assorted parking lots and garages, and along the arrivals road. The
signage is connected to an Automatic Vehicle Location system using GPS and cellular technol-
ogy to transmit the locations of buses for real-time updates. While this is helpful information
for all customers, those in the northern regions of the United States particularly appreciate this
information during the winter months, which allows them to find a warm place to wait with the
confidence they will not miss their bus.
Digital Passenger Advisory Signage: Because many vendors have a mature, proven product
known in the marketplace, implementing the technology is not difficult; it is the installation.
With construction projects, there are implications to consider such as infrastructure routing for
power and communications or the use of solar and cellular. The buses utilize GPS and cellular
to transmit location to a headend system, which updates the signage. This is typically considered
a capital improvement project for the airport. Operations and engineering is involved with the
design and commission of the project and airport maintenance usually maintains the system.
Figure 4-50. Digital passenger advisory signage at

Boston Logan International Airport.

Table 4-13. Implementation considerations for digital passenger advisory signage.
After procuring the initial license for the software, the annual ongoing costs will include con-
tracts to maintain the GPS and cellular connections and specialized product maintenance, i.e.,
software and route updates. Table 4-13 provides a summary of implementation considerations
for passenger advisory signage.

The physical environment of the terminal arrivals roadway and ground transportation area
should minimize pedestrian–vehicle conflicts and promote a sense of safety and security.
Basic Requirements
Pedestrian Safety: Pedestrian safety is the most important consideration for the physical environ-
ment of the terminal arrivals roadway and ground transportation area. Most terminal arrivals road-
ways are split for commercial and private vehicle use. Commercial vehicles and courtesy shuttles are
typically on the inner roadway (i.e., closest to the terminal exit). These operators are familiar with
the arrival roadway operations and are more observant of pedestrians crossing the road to get to the
private vehicle curb. It also allows passengers to wait for their vehicles inside the terminal as opposed
to a remote curb. Locating private vehicles on the outer roadway also helps reduce congestion on
the inner roadway. Private vehicles also need easy access to hourly parking typically located in the
terminal parking garage. While each airport has a unique terminal roadway configuration, airport
customer service, operations, and planning should work collaboratively to determine the best road-
way allocation that can accommodate demand and considers the customer experience.

Grade-separated pedestrian crossings should be provided to the terminal parking areas. This
increases the capacity of the terminal arrivals roadway by reducing pedestrian crossing and
improves the customer experience.
Lighting: Because most terminal arrival roadways are located below the departures roadway,
the use of natural light should be maximized. Artificial lighting can be used to reduce or elimi-
nate the feeling of being in a dark tunnel.
Covered Loading Areas: If the arrivals roadway is not located below the departures roadway,
a canopy should be provided to cover at least one-and-a-half vehicle lanes (approximately 18
to 20 feet) from the edge of the curb to protect meeters and customers from inclement weather.
Hourly Parking: Hourly parking (two hours or less) should be provided close in to the ter-
minal exit near the Arrivals Hall so meeters and greeters can park while waiting for their party.
This parking area is commonly located in the terminal parking garage.
Cell Phone Lots: Most U.S. airports provide cell phone lots that allow meeters and greeters to
wait in their car until they get confirmation that their arriving party is at the terminal curb. Cell
phone lots are especially beneficial for meeters and greeters waiting for international arriving
passengers who may get delayed in the CBP area.

The arrivals curbside area at most airports tends to be quite congested, especially at peak travel
periods. Safety is a primary concern because pedestrians and vehicular traffic occupy the same
space. Therefore, appropriate safety and regulatory signage should be implemented as required.
Passengers being picked up by private vehicle need to communicate to the driver where they
are on the curbside. The basic information needed by the passenger includes the terminal and ter-
minal level, and some unique identifier along the curbside. This identifier can be a door number,
airline name, “Passenger Pick Up” zone signage, etc.
Passengers looking for courtesy shuttles, commercial ground transportation or public ground
transportation may need directional signage accompanied by signage that identifies each zone.
The majority of the U.S. airport visited use some level of color-coding to help organize the differ-
ent pick-up point zones along the curbside so passengers know where to wait (see Figure 4-51).
4.6.6 Terminal Arrivals Roadway/Ground Transportation

Journey Segment Evaluation Tool
earlier for the terminal arrivals roadway/ground transportation journey segment. The items are
provided in chronological order to indicate when or where they should occur in the customer
experience journey segment.
4.7 Airport Egress Roadway

The airport egress roadway provides access from the airport to the community that the airport
serves. While many customers may utilize commercial or public ground transportation services
or be picked-up by family or friends, some customers will rent a car and use the egress roadway
for the first time. Some drivers may be driving a car in the United States for the first time.
Clear information should be provided along the roadway so drivers can connect to the major
arterial roadways.

Figure 4-51. Color-coded ground transportation signage at Dallas/Fort Worth International Airport.
Figure 4-52. Terminal arrivals roadway/ground transportation journey segment evaluation tool.

Drivers leaving the airport bring with them all of their experiences and expectations about
roadway design and traffic control. Passengers leaving the parking garage may be familiar with
the roadway network or they may be driving a rental car with no prior experience driving in the
area. It is assumed that the design driver is unfamiliar with the area and driving under less than
ideal conditions, such as at night or fatigued. The roadway network should be easy to understand
and the signage should meet five basic requirements:
• Fulfill a need;
• Command attention;
• Convey a clear, simple meaning;
• Command respect from road users; and
• Give adequate time for proper response.
For more information about the design of effective wayfinding and signage systems for airport
roadways, refer to ACRP Report 52: Wayfinding and Signing Guidelines for Airport Terminals and
Landside.

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Guidelines for Improving Airport

FIND RELATED TITLES SUGGESTED CITATION

International Arriving Passengers

4.1 Overview of International Arriving

4.1.1 Customer Needs and Expectations

Copyright National Academy of Sciences. All rights reserved.

102 Guidelines for Improving Airport Services for International Customers

Source: ACRP 03-35 Research Team

Figure 4-1. International arriving passenger journey segment.

Figure 4-2. International arriving passengers: most important airport features.

Copyright National Academy of Sciences. All rights reserved.

International Arriving Passengers 103

4.2 Pre-Trip Planning

4.2.1 Key Activities

4.2.2 Customer Service

4.2.3 Physical Environment

4.2.4 Information Dissemination

Copyright National Academy of Sciences. All rights reserved.

104 Guidelines for Improving Airport Services for International Customers

Source: ACRP 03-35 Research Team

Figure 4-3. Pre-trip planning journey segment evaluation tool.

4.2.5 Pre-Trip Planning Journey Segment Evaluation Tool

4.3 Arrival Gate to Passport Control

4.3.1 Key Activities

4.3.2 Customer Needs and Expectations

Copyright National Academy of Sciences. All rights reserved.

International Arriving Passengers 105

Source: ACRP 03-35 Research Team

Figure 4-4. Overall passenger ratings for importance

4.3.3 Customer Service

Source: ACRP 03-35 Research Team

Figure 4-5. Passenger ratings for importance of short walking distances,

Copyright National Academy of Sciences. All rights reserved.

106 Guidelines for Improving Airport Services for International Customers

Copyright National Academy of Sciences. All rights reserved.

International Arriving Passengers 107

Source: ACRP 03-35 Research Team

Figure 4-6. CBP one-stop processing (Carry E-Z) at

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108 Guidelines for Improving Airport Services for International Customers

Source: ACRP 03-35 Research Team

Figure 4-7. CBP one-stop processing (1 Stop) at

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International Arriving Passengers 109

Table 4-1. Implementation considerations for providing basic amenities

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110 Guidelines for Improving Airport Services for International Customers

Table 4-2. Implementation considerations for a language hotline.

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International Arriving Passengers 111

Table 4-3. Implementation considerations for an information counter

4.3.4 Physical Environment

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112 Guidelines for Improving Airport Services for International Customers

Table 4-4. Implementation considerations for CBP one-stop processing.

Source: ACRP 03-35 Research Team

Figure 4-8. Miami International Airport North

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4.1 Overview of International Arriving

4.3.6 Arrival Gate to Passport Control Journey