The National Academies

ACRP 07-08 [Final]

Improving Terminal Design to Increase Revenue Generation Related to Customer Satisfaction

  Project Data
Funds: $500,000
Research Agency: Landrum & Brown
Principal Investigator: Bruce Anderson
Effective Date: 6/9/2011
Completion Date: 9/30/2013

Traditional terminal planning and design approaches typically focus on passenger and baggage processing and functional requirements. While the movement of passengers and bags between the curb and the aircraft is the basic functional role of a terminal, the atmosphere created by the mix of services and facilities in a terminal can greatly impact the economics of the airport and passenger satisfaction. A more satisfied passenger experience can lead to increased revenue generation through additional concession sales. As a result, overall passenger activity may increase as travelers select a particular airport in part due to the terminal layout and amenities offered. Further dwell time can vary due to irregular operations and other conditions that often result in passengers remaining in their terminals for extended periods of time. In addition to the challenges of day-to-day operations, airports also face a highly dynamic and volatile operating environment with frequent changes in security and technology.

The objective of this research is to produce a handbook of global best practices for airport management and industry professionals to foster innovative airport planning and terminal design in promoting profitable revenue generation and customer satisfaction at a variety of airport sizes and types. The handbook should include consideration of how to facilitate innovation in improving the customer experience through the use of technology and other resources.
STATUS: Report 109 is published. 

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