Passenger Level of Service and Spatial Planning for Airport Terminals. Airport Cooperative Research Program (ACRP) Report 55

摘要

ACRP Report 55 examines passenger perception of level of service (LOS) related to space allocation in specific areas within airport terminals. The objective of this research was to evaluate appropriate level-of-service standards applied in the terminal planning and 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 the terminals at seven case-study airports. The research also examined what other factors might affect positive perception of level of service, 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). ACRP Report 55 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 per passenger do 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. Airport architects, engineers, and planners can use the guidelines provided to help determine space requirements and other design parameters that result in passengers perceiving spatial areas to be both sufficient and efficient, while providing an acceptable level of service. In addition, airport operators and airline personnel can use the information provided to determine how to allocate terminal space to serve passenger needs 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 for service as a function of variable levels of activity.