Passenger Level of Service and Spatial Planning for Airport Terminals

This report examinespassengerperception oflevelofservice(LOS) related to space allocation in specific areas withinairportterminals. The objective of this research was to evaluate appropriate LOS standards applied in the terminalplanningand design process while testing the continued validity of historic space allocation parameters that have been in use for more than 30 years. These original standards have often been questioned but never revised or replaced. To accomplish this objective, the researchers used a new approach to measure how passengers perceive the sufficiency of space, relying on quantitative data in combination with ethnographic interviews. Interviews were conducted on site within theterminalsat seven case-study airports. The research also examined what other factors might affect positive perception of LOS, such as availability of extended information resources plus opportunities for use of technology (wireless connectivity, power connections for computers and other electronic equipment, and other innovations). This report provides space allocation parameters for each terminal processing area, as well as important considerations for refining specific applications. In addition, guidelines include criteria for implementing these space allocation parameters, recognizing that higher levels of area perpassengerdo not necessarily contribute to improved perception of LOS. The research also concludes that perception of LOS is enhanced by effective information displays that provide schedules and boarding information so that passengers do not have to remain in the boarding area at all times.Airportarchitects, engineers, and planners can use the guidelines provided to help determine space requirements and other design parameters that result in passengers perceivingspatialareas to be both sufficient and efficient, while providing an acceptable LOS. In addition,airportoperators and airline personnel can use the information provided to determine how to allocate terminal space to servepassengerneeds efficiently and effectively. Both groups can plan for and incorporate advanced information systems to broaden the use of all space within the terminal, offering greater flexibility to meet changing demand forserviceas a function of variable levels of activity.