Passenger Level of Service and Spatial Planning for Airport Terminals

This Report examines passenger perception of level of service related to space allocation in specific areas within airport terminals. The report evaluates 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.

CONTENTS
1 Summary
4 Chapter 1 Background
4 A Brief Historical Perspective of Air Passenger Level of Service
5 Research Approach
5 Research Objectives and Approach Evolve
7 Chapter 2 Research Approach
7 Project Description
7 Study Design
8 Data Collection Cities
8 Data Collection Methodology
14 Chapter 3 Findings and Applications
14 Airport Use of LOS Standards
14 Data Point Summary
14 Determination of Perception Turning Points for Area and Wait Time
17 Detailed Passenger Wait-Time Results
22 Detailed Passenger Density Results
29 Qualitative (Ethnographic) Results
32 Chapter 4 Conclusions and Recommendations for Further Research
32 Conclusions
34 Recommended Further Research
36 Chapter 5 Space Allocation Guidelines
36 Background
36 A Few Words of Caution
36 Peak Occupancy Demand Forecast
37 Passenger Space Allocations
39 References
40 Appendix A Airport Snapshots
47 Appendix B Remaining Detailed Results
60 Appendix C Observations, Comments, and Suggestions by Passengers