299ekm

Pax Ops 3
01 February 2019
Presented By Gordon McJannett
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Agenda
• Pax flows through the terminal
• Wayfinding & Information systems
• Facilities for PRMs
• Boarding facilities
• Government controls (excluding security)
• AOCC
Learning Outcomes
• To understand the various and related factors which may influence
the ability of a terminal to efficiently expedite the movement of
passengers.
• To understand the legal obligations of airports to facilitate PRMs and
the specific facilities which may be required to meet these
obligations.
• Outline some of the border control processes which international
airports must accommodate within the terminal.
• Understand the function of an AOCC and some of the factors that will
determine the creation and success of such a facility.
Glossary
• AOCC – Airport Operations Control Centre
• Mppa – millions of pax per annum
• Pax – passenger(s)
• PRM – Persons with Reduced Mobility
• v.v. – vice versa
What factors may affect the flow of pax through
the terminal?

• Number of pax being handled at any time

• Average pax numbers
• Peaks – daily, weekly, seasonal
• Types of airline traffic
• Hub or point-to-point/Origin-Destination (OD)
• Airports dealing mainly with OD traffic will require larger departures
concourses
Hub Operations
• May have much larger numbers of pax moving between gates rather
than from landside-airside and vice versa
• That impacts on baggage handling requirements
• Peaks & troughs may be driven by waves of arriving/departing aircraft
• Inter-gate transfers may require considerable distances to be covered
in relatively short time windows
• Airport may have to provide mechanised aids to circulation
• Speedy & reliable
• Transfer from international to domestic flight (or v.v.)?
• Relevant immigration & customs facilities
• Ashford 2013:254
Passenger processing
Pax flow from kerb to aircraft (and v.v.) is ultimately determined by the speed
at which the pax can negotiate the various, mandatory processes. ???
Outbound / Departures Inbound / Arrivals
• Check-in & bag drop (where • Arrival into the terminal
applicable)
• Passport control/immigration
• Security screening
• Passport control • Baggage reclaim
• Flight Boarding • Customs
• All of which requires…? • Connection with ground transport
• Transit between one process to • Again, requiring movement
the next
Passenger processing
• Will all pax find this process as easy?
• How much stuff are they carrying?
• Do they have any dependents with them?
• And many of these processes are now automated, depending on self
service
• Do they require assistance?
• Is assistance available
• How well do they speak the local language
Kazda & Caves 2015
The challenge for airports
• Providing enough space whilst keeping distances from kerb to aircraft
as short as possible.
• Balancing capital costs v. operating costs
• Balancing operating costs with level of service
• Balancing the need for sufficient space for all the essential processes
against the ability to provide space for retail/F&B.
• Balancing the needs of today with the possible needs of growth in
traffic in the medium to long term.
Effectiveness of the terminal
• Time needed to pass from kerb to aircraft (and vice versa) is
affected by:
• The efficiency of the processing
• The speed of moving thru the building
• Level of crowding
• Ability to find the correct route
• Staffing levels
• Number of stations at each processing point
• Amount of space provided for each function/facility
Kazda & Caves 2015:263

12
 Passenger Transportation - People Movers
• Origin largely dates back to the
introduction of wide bodied aircraft
• Larger aircraft = more
apron/stand space
 larger terminals
• Airline economics required
increased aircraft utilisation
 shorter turn round times
Ashford (2013); Kazda & Caves (2015)

13
Growth of terminal buildings
• Growth in the size of individual terminal buildings and development
of multi terminal airport operations
 some much longer distances potentially to be covered by pax
getting to/from gates
and at hub airports, connecting times between flights need to
be minimised.
Ashford (2013); Kazda & Caves (2015)

14
 REMINDER
Recommended walking distances

15
Kazda & Caves 2016:268
People Movers
• All this resulted in the introduction of passenger transportation within
many airport terminals
• But not all e.g. LCC
• Not always essential, e.g. pax numbers <5mppa
• Also, any system costs money
• Capital investment to purchase & install
• Operational costs to run and maintain it, especially to an acceptable level of
service

16
Factors determining choice of a suitable system?
• You are the management of an airport • Speed
which has decided to expand the size of • Capacity
the terminal considerably.
• Safety & Security
• You recognise that the layout of the • Transportation distance or vertical
expanded facility will require provision of level separation
a ‘people mover’ facility. • Required frequency
• Reliability
• What factors do you need to consider in • Ease of use by PRMs
deciding on the correct type of people • Ease of use if carrying baggage
mover facility?
• What are the different types of system you • Maintenance requirements
might choose? • Procurement & operational costs
• 5 minutes Kazda & Caves 2015:299

17
 Buses

Lifts/elevators

Mobile Lounges Options

Moving pedestrian walkways
Automatic people mover

Escalators

18
Wayfinding
• The ability to find one’s way between the various processing points.
• Involves 2 different functions:
• Information processing
• Decision making
• Passengers’ ability may be influenced by previous experience or
knowledge of the route.
• Frequent travellers may be more familiar with the layout and routes within a
terminal
• Inexperienced travellers or those who have never passed thru a particular
terminal may require more information
Kazda & Caves 2015:290

19
Types of Information
• Directional guidance
• Flight information & other guidance
• Includes information on the location of various facilities

• Objectives:
• Assist pax find their way to the airport
• Once in the airport, assist pax to pass thru the terminal to reach the correct
gate at the right time
• Both with the minimum of difficulty & uncertainty
Ashford 2013:242

20
Wayfinding
• Starts with assistance on how to access the airport
• Requires liaison with the local governmental authority who is
responsible for the local road network

• Suitable road signage

• General directional signage, possibly from some distance from the airport
• More detailed signage closer to the airport

21
 How detailed does the highway signage need to be?

• Depends on the layout of the

facilities at the airport and how
many road access point there
are.
• For example BHX has ONE
road access point to the main
passenger terminal.

Source: Google Maps (2015)

22
But larger airports, e.g. LHR may have multiple terminals & facilities.
Each terminal may have its own dedicated road access.

Decision time; which terminal?

General directional info to LHR

23
 Wayfinding
• Once within the airport boundary, the airport will be responsible for the
road network and the associated signage
• How to find specific locations within the airport

Houston 24
Terminal wayfinding
• Lack of adequate wayfinding ability will potentially increase
• the average time taken to move from A-B
• Congestion levels within the terminal
• May also increase uncertainty on the part of the pax, and hence
increase their stress levels.
• Ideal design is a direct line-of-sight progress in a straight line from
check-in to aircraft
• May be possible in a relatively very small scale operation
• But a different proposition in even a medium sized terminal processing
several mppa.
Kazda & Caves 2015:290

25
Information Points
• Most commonly found in the
departures areas
• Can supply much more info than
is available on visual displays.
• Can be of great use to those pax
who cannot use the automatic
systems.

26
Automatic Information & Wayfinding

Interactive Information Kiosk.

LamasaTech Ltd (2018)

LGW app’s functions include:

“Find your way – we’ll take you to your gate, the nearest toilet or your favourite store.”
Gatwick Airport Ltd (2019) 27
Online Guides

28
Heathrow Airport Ltd (n.d.)
Signage
• When more complex routes thru the terminal are necessary , an
efficient signage system is essential
• Different types of communication have and are still used
• Verbal announcements
• Flip board displays
• VDU flat screens
• IATA & ICAO have recommended symbols to be used as far as possible
in place of words
• Signs can be
• Static
• Dynamic (check-in, boarding gates, baggage reclaim)
Kazda & Caves 2015:292

29
Signage
• Lettering & background colours on signs should be coordinated to
maximise legibility
• Dark letters on a light background (e.g. black letters on yellow background)
• Light letters on a dark background (e.g. dark blue on white).
IMO/ICAO (1995)

• Issues
• Text is not always interpreted in the same way by everyone
• Likewise symbols are not always interpreted correctly (e.g. up arrow = straight
ahead or change level?)
• Cultural differences
• Emotional state can lead to wayfinding problems
Kazda & Caves 2015:292

30
Signage contd.
• Sign clutter should be avoided
• Differentiating wayfinding from other signs
• Preserving signage visibility in crowded buildings with low ceilings
• Assisting pax who need to back track
• Balancing need to earn revenue from advertising signage against
possibility that may distract pax from wayfinding signs.
Kazda & Caves 2015:291

31
32
 PRM
(Persons with Reduced Mobility)
• Legal Background:-
– ICAO Chicago Convention Annex 9 Facilitation
– Doc 9984: Manual on Access to Air Transport by Persons with
Disabilities (2013)
– EU REGULATION (EC) No 1107/2006
• ICAO and EU Definitions are almost identical.
 PRM Definition
• "Disabled person" or "person with reduced mobility": any person
whose mobility when using transport is reduced due to:
– any physical disability (sensory or locomotory, permanent or
temporary),
– intellectual disability or impairment,
– or any other cause of disability, or age,
– and whose situation needs appropriate attention and the adaptation to
his or her particular needs of the service made available to all
passengers.
• Source EU: Regulation (EC) No 1107/2006
 PRM’s Basic Rights
• PRMs should have the same access to air travel as everyone
else
• Scope: arrival at airport of departure → leaving airport of
destination
• Entitled to assistance from trained personnel, free of charge
• Information on assistance to be provided
Source EU (2019)
 PRM Access to Airports
• EU REGULATION (EC) No 1107/2006
• PRMs have same rights to free movement and transport
mode choice
• Assistance to meet PRMs’ needs is to be provided at the
airport and on board the aircraft, using the necessary staff
and equipment.
• In the interests of social inclusion, PRMs should receive this
assistance without charge.
• Designated pick-up/drop-off points
– Main entrances to terminals
– Any areas with check-in counters
– In train/metro/bus/light rail stations, taxi drop off points, car parks
• The assistance to be organised to avoid disruption or delay
• Overall responsibility rests with the airport…
• … but the airport can supply the service in-house or
subcontract to a suitable, qualified third party
Source European Union 2006
 PRM Access to Airports contd.
• Cost of PRM service provision is to be spread equitably
across all airport users, not just the PRMs
– Any charge levied against airlines should be charged to
all of them, proportionate to their traffic levels, and
must be transparent.
• Training of PRM staff should be in accordance with ECAC
(European Civil Aviation Conference) rules.
• Design of new terminals, or refurbishment of existing ones
must take account of PRMs’ needs
• Essential travel info provided to all pax, must be available in
appropriate, alternative formats to PRMS, and in the same
language as supplied to other pax.
• Loss of damage to wheelchairs and other mobility
equipment should be compensated using recognised
international, legal schemes.
 PRM Access to Air Services
• Equivalent access to air services
• New aircraft: conform to accessibility standards
• Disability aids: free of charge in cabin or as priority baggage
• Service animals: free of charge in cabin at seat
• Source ICAO 2014
 PRM/Special Assistance
 EC 1107/2006 Annex 1 outlines the detailed assistance under the responsibility of
the managing bodies of airports

 Unisex accessible toilets,

 Special assistance seating areas,
 Help points (car parks, check-in, departure lounge)
 Low level desks – check in/ticketing/control points
 Ramp access/large lifts/wide access points/minimised changes of level/way-finding

Infants/children:
 Baby changing/bottle- warming/feeding facilities for ‘carers’ (unisex)/sponsored
play-care centres (airside), children’s menus in catering outlets, highchairs, baby-
care purchase items (liquid baby food-security measures)

39
 PRM/Special Assistance
For deaf/hard of hearing
 TDD (Telecommunication Device for the Deaf) service on public pay phones & at
customer service points or Public phones with sound boosters
 Visual paging systems displaying text systems of audible announcements

 Amplified hand-sets on desks

 T loop induction systems for hard of hearing

 Assistance dog access

For blind/visually impaired:

 tactile maps/boards

 Synthesised voice calling in elevators (floor/direction)

 Assistance dog access

 High contrast FIDs – Flight Info Displays or Audio Flight messaging systems –
‘silent terminals’
 PRM video
• https://www.youtube.com/watch?v=-L_ZSfRodYE
 Boarding
• Departure lounges
– In general need to be large enough to accommodate:-
• the number of pax expected
• The essential facilities associated with processing the pax, such as…?
– Floor space
– Seating
– Information on gates and flight status
– Toilets
– Telephones
– Access routes to boarding gates
– Catering
– Retail
 Gates
• Boarding gates can either be structured as:
– Gate rooms
– Shared, open space
• What’s best? A balance to be struck between:
– Airline’s desire to have pax as early at the gate as possible
– Perception by pax that a gate room is keeping them corralled in a
small space (with limited facilities) for a long time.
Kazda & Caves (2015)
 Advantages/Disadvantages?
Enclosed Gate Room
• offers the potential to check the pax
on entry to the room
– Can expedite boarding once it commences
• Keeps the pax close to the gate
• Might make PA calls more effective
• Might help reduce congestion in the
main departure lounge
• But…
• Is the room large enough for the flight?
• Might the room feel overcrowded?
• How effectively can the pax be
marshalled once boarding starts?
• What amenities are there in the room?
Open Space
• Allows pax to spread out over a larger
area
– May reduce congestion around the gate,
especially when boarding starts
• Construction costs are lower (fewer
partitions/walls)
• But…
• Pax are liable to be spread over a wider
area
• PA calls may not be as easily audible
further away from the gate
 Gate facilities
• The gate needs a counter and relevant IT for airline staff to use,
when boarding starts
• Toilet facilities should be provided either nearby, or even within the
gate lounge (e.g. if used for transit pax)
• Electrical sockets for use by pax e.g. for IT or Smart phone charging
• If there is a change of level between the gate room and the
airbridge, suitable walkways should be provided.
– Escalators should NOT be used
• Use of an enclosed room offers the potential to check the pax on
entry to the room
– Can expedite boarding once it commences
 Self service Boarding Gates
• For example, introduced by BA at
T5/LHR in June 2017
• A digital facial scan of the customer
is recorded when they travel
through security.
• When they arrive at the gate, pax
scan their own boarding pass
• Their face is matched with the scan
taken at security
• If everything matches they are
allowed through to board the
aircraft.
BA (2017)
 Border Control
3 kinds of Borders in Europe:
• Between EU states & third countries
• Between pairs of countries within EU – free movements of goods, passenger movement
inspected
• Between countries within EU that have signed Schengen Agreement – treated as Domestic
movements

• UK and Ireland are non-Schengen

• UK, Republic of Ireland, Channel Islands and Isle of Man

form a Common Travel Area

• So what does this mean for airports?

https://www.gov.uk/government/publications/com
mon-travel-area-cta/common-travel-area-cta
 Source:
http://ec.europa.eu/dgs/home-affairs/what-we-do/policies/borders-and-
visas/schengen/index_en.htm
 Immigration & Emigration Control
• Depends on local laws & regulations
• Some countries have emigration control, i.e. you go thru
passport control to LEAVE the country, e.g. Hong Kong, UAE
• Normally, immigration controls will apply to anyone entering a
country.
– As a minimum, passport check + visa, where applicable
– Airports will have to provide the necessary facilities (checking &
queuing areas, interview suites, detention areas, offices) at the
AIRPORT’s expense
– Where pax with different immigration status are being processed, then
facilities will have to be structured accordingly.
• E.g. domestic/international; Schengen/non-Schengen
 Control Procedures
• Normally conducted by a government agency
• May be a manual check of passport & visa (if appropriate)
• May involve electronic reading of passports (airports to supply
supporting infrastructure)
• Biometric passports now becoming standard issue, but airports
have to provide space for the equipment
 Special measures
• Schengen
– Airports within the Schengen area need to account for passengers
may be travelling to/from
• Another Schengen area
• UK or RoI (EU, but not Schengen)
• Completely outside both EU & Schengen areas
- That may mean border control posts in locations other than the
‘normal’ location within the terminal
 Customs Control
– Applies to goods/property carried by pax
– Similar in principle to Immigration controls
– Checks will normally be conducted by a national government
agency
– Countries usually have restrictions on what sort of goods can be
brought into the country
• Some goods are banned
• Some goods may be subject to payment of duty and taxes
• Often depends on where the goods are coming from
– But airport has to provide similar facilities within the terminal to
those required by Immigration authorities.
 Banned or Restricted Goods
UK banned goods include:
•illegal drugs
•offensive weapons, for example flick
knives
•self-defence sprays, for example
pepper spray and CS gas
•endangered animal and plant species
•rough diamonds
•indecent and obscene materials
•personal imports of meat and dairy
products from most non-EU countries
Some goods are restricted
- like firearms, explosives and
ammunition (a special licence is
required to bring them in to the UK.)
Some food and plant products are also
restricted if they:
•are not free from pests and diseases
•are not for your own use
•were not grown in the EU
Gov.uk (n.d.)
 Airports’ Responsibilities - Pax
• ICAO Annex 9 Facilitation
• Standard 6.21 calls for:
– contracting states to provide adequate control channels to clear
inbound pax and crew with the minimum of delay
– Additional channels to deal with complicated cases without delaying
the main flow of pax
ICAO 2011

• Airports should assist in facilitating the above.

 Airports’ Responsibilities - Goods
• Annex 9 Standard 6.35
– Contracting states, in cooperation with airport operators, to ensure
the maintenance of public health, including human, animal & plant
quarantine at international airports
• Annex 9 Recommended Practice 6.37
– International airports should have available access to appropriate
facilities for administration of public health and animal & plant
quarantine measures applicable to aircraft, crew, pax, baggage, cargo,
mail & stores.
ICAO 2011
 Airport Operations Control Centre
(AOCC)
• Why do you need them?
• Airports have grown in size substantially
• Growth brings greater complexity
– Congestion
– Asset utilisation
– Environmental considerations
– Operational Logistics
– Ground access
– Internal Transportation
– Greater efficiency
Ashford 2013:497
 What is an AOCC?
• It is the command & control centre
• Tasked with overseeing the integrity of day-to-day airport
operations and optimising:
– Efficient aircraft parking
– Asset utilisation
– Safety & Security
– Levels of service
• In both normal & emergency situations
 Is this an ICAO requirement?
• What do you think?
• Answer – yes & no
• No specific requirement for an AOCC as they operate under
normal circumstances
• But, ICAO Doc 9137 Airport Services Manual, Part 8, Chapter 2
does call for:-
– An operations room to act as a coordinating centre
ICAO 1983:5
 ICAO
• Annex 14 Chapter 9 places responsibilities on aerodromes to
have emergency plans in place.
• This includes the provision of an Emergency Operations Centre
(EOC)
• Location of the EOC is the decision of each airport
• But at some airports this will form part of the AOCC, or be very
close to it.
HKG Main AOCC

HKG Grid
map in
HKG EOC AOCC
 Exercise Time
• Working in groups, you are the staff who man a major
airport’s AOCC
• Which organisations or departments in the airport will
either be based in the AOCC or with whom the AOCC will
be in constant communication?
• What activities would you expect to be monitoring
routinely?
• What sort of situations or activities might the AOCC have a
coordination function to perform (excluding serious
emergency incidents)?
– For example. The AOCC receives telcall from one of the handling
agents who man a block of 15 check-in desks for a major airline
client
– The baggage belt system has broken down
– What are you (the AOCC) going to do?
Glidepath Group (2013)
 Possibilities
• Contact baggage control
• Dispatch baggage engineers to investigate.
• [They report system will be down for 30 mins
whilst this is rectified. Now what?]
• Assess impact on the flights currently
checking-in
– How many flts
– How many pax still to process?
– Can check-in be transferred to other desks?
• Is the check-in software at other desks compatible with
the airline’s reservation system?
• Where are these desks?
 Possibilities contd.
• Liaise with the airline/handling agent
– Prioritise check-in of relevant flts?
– Manual check-in?
– Liaise with baggage handlers in the make-up area
• Liaise with terminal customer services staff
Ashford
2013:509
 AOCC Coordination Function
• …a central role of the AOCC
• Centralised operational decision making in one
location
• AOCC is constantly fed data on airport activities
• Coordination function objectives:-
– Highly efficient coordination by reducing response
times and increasing quality of intervention
– Provide management with real-time info
– Optimise utilisation of facilities
– Supply public and stakeholders with adequate flight
and baggage info
How does the AOCC achieve this coordination
function?
• Coordination of all services engaged in the
processing of passengers, freight, and aircraft
• Coordination of maintenance activities as they
relate to the operation of critical systems and
facilities
• Coordination of the action of police, security,
and emergency forces in accordance with
operational needs
• Supervision of the control of access to the
airside and other restricted areas
• Ashford 2013:510
 How does the AOCC achieve this
coordination function? #2
• Enforcement of all operational procedures, e.g.
– The airport emergency plan,
– Snow control program (when applicable)
• Relay of information between terminal services units
- dissemination of action directives from management to
operations personnel
• Update of information
– status displays
– collection of airline seasonal flight schedules for preplanning the
assignment of airport facilities
– supervision of the real-time assignment of common-use facilities,
– monitoring of the flight and baggage-delivery display systems
• Ongoing analysis of the impact of current and anticipated
flight and passenger activity levels on operational systems
• Ashford 2013:510
What will determine whether an airport sets up an
AOCC?
• What do you think?

• Assume you are the management of an airport which

currently does NOT have an AOCC.

• What might lead you to conclude that setting up an AOCC

would be beneficial to your airport?
What will determine whether an airport sets up an
AOCC?
• 4 main considerations
1) Administering the proper functioning of the airport
- Airports are complex systems
- Involve multiple service providers
- Need to provide an integrated service to airport users

2) The need to optimize on the common use of critical airport facilities

such as:-
- gates,
- check-in counters and kiosks,
- baggage handling systems,
- flight information display systems,
- aircraft parking areas,
- groundside transportation services.
What will determine whether an airport sets up an
AOCC? #2
• 3) The requirement for management to be systematically
informed on the level of service offered to airport users
• 4) The cost efficiencies associated with centralizing in a single physical
location the management of several traditionally distributed coordination
activities such as the control of:
– operations,
– emergencies,
– critical maintenance work,
– security,
– access control
– airside safety
Ashford 2013:504
 Having set one up, will it work?
What determines that?
• Recognition by everyone of the AOCC’s role
• Empowered with delegated authority
• Airport decision making must be linked to
AOCC
• AOCC to be adequately equipped
• Access to a proper AODB
• Staffed with competent personnel
 References
• Ashford, N. et al (2013) Airport Operations 3rd edn. New York: McGraw-Hill
• British Airways BREEZE THROUGH BOARDING WITH BRITISH AIRWAYS April 06, 2017 [online] available from
http://mediacentre.britishairways.com/pressrelease/details/86/2017-228/8422 (29Jan2019)
• European Union (2006) REGULATION (EC) No 1107/2006 OF THE EUROPEAN PARLIAMENT AND OF THE
COUNCIL of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when
travelling by air [online] available from https://eur-lex.europa.eu/legal-
content/EN/ALL/?uri=CELEX:32006R1107 (30Jan2019)
• European Union (2019) Rights for travellers with reduced mobility – Flying [online] available from
https://europa.eu/youreurope/citizens/travel/transport-disability/reduced-mobility/index_en.htm
(30Jan2019)
• Gatwick Airport Ltd (2019) Official Gatwick app [online] available from
https://www.gatwickairport.com/at-the-airport/passenger-services/official-gatwick-app/ (30Jan2019)
• Gov.uk (n.d.) Bringing Goods into the UK [online] available from https://www.gov.uk/duty-free-
goods/banned-and-restricted-goods (29Jan2019)
• Heathrow Airport Ltd (n.d.) Heathrow Airport Guide [online] available from
https://www.heathrow.com/airport-guide (30Jan2019)
• ICAO (2011) Annex 9 Facilitation [online] available from
http://cockpitdata.com/Software/ICAO%20Annex%209 (30Jan2019)
• IMO/ICAO (1995) International Signs to Provide Guidance to Persons at Airports and Marine Terminals
[online] available from
<https://books.google.co.uk/books?id=XN3akbbQ_AEC&pg=PA5&lpg=PA5&dq=Int'L+Signs+To+Provide+Guidance+To+Persons+At+Airports+And+Marine+T
erminals&source=bl&ots=8djxZkuQsd&sig=ACfU3U0cI1ylG1qkhZWtk9TNh6DIfrT9fg&hl=en&sa=X&ved=2ahUKEwigoezt_47gAhXHVRUIHTZ4C7UQ6AEwDHo
ECAUQAQ#v=onepage&q&f=false> (30Jan2019)
 References

• Kazda, A & Caves, RE (2015) Airport Design and Operation 3rd edn. Bingley: Emerald Group
• LamasaTech Ltd (2018) Interactive Information Kiosk [[online] available from
https://www.lamasatech.com/solutions/interactive-information-kiosk/ (30Jan2019)