Research Projects

Validating Passenger Level of Service and Spatial Planning Criteria for Airport Terminals

Investigate if additional data can be collected by these new survey techniques: Develop preferred practices on how to use emerging mobile technologies to collect passenger level of service information in a minimally invasive manner and investigate if new techniques improve (or impede) passenger response rates. Other topics that could be covered include: using ethnographic data collection techniques to understand passenger perceptions inside an airport terminal and using ethnographic surveys to understand how perceived level of service is affected by factors that contribute to a reduction of passenger stress (i.e., wayfinding, control of journey time, short walk distances or quick travel times, reliable flight status information, etc.)

Background (Describe the current situation or problem in the industry, and how your idea would address it.)

TSA collects passenger wait times and processing rates at some airports using mobile technology. Until now, most airports collect data on passenger level of service using a very labor intensive process. Most data collection efforts will involve passenger surveys, where in some cases, cards are handed to arriving (or departing) passengers and survey staff intercept those passengers as they travel through the terminal building to document their progress. Less invasive techniques such as using videos have been attempted to enhance the process. Today, most travelers in terminal buildings have mobile devices with embedded sensors (such as GPS, bluetooth, and bluetooth light), and most of the airport terminal buildings have a range of internet communication nodes embedded in the terminal building. There is an opportunity to now conduct surveys with larger sample sizes in a less invasive, and efficient manner by taking advantage of the sensors the passengers are carrying and the data exchange between their devices and the airport IT infrastructure.

Objective (What is the desired product or result that will help the airport industry?)

Investigate if additional data can be collected by these new survey techniques: Develop preferred practices on how to use emerging mobile technologies to collect passenger level of service information in a minimally invasive manner and investigate if new techniques improve (or impede) passenger response rates. Other topics that could be covered include: using ethnographic data collection techniques to understand passenger perceptions inside an airport terminal and using ethnographic surveys to understand how perceived level of service is affected by factors that contribute to a reduction of passenger stress (i.e., wayfinding, control of journey time, short walk distances or quick travel times, reliable flight status information, etc.)

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Idea No. 35