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GS&P publishes report to help improve airport services for international passengers

Design and consulting firm Gresham, Smith and Partners (GS&P) has published a new report to help US airports implement departure and arrival processes, passenger services and wayfinding techniques for international travelers.

The report, titled Airport Cooperative Research Program (ACRP) Research Report 161: Guidelines for Improving Airport Services for International Customers, identifies wayfinding as a top-rated element of the international customer experience and contains guidelines and best practices for key satisfaction elements, such as how to consistently communicate information for departing, arriving and connecting customers.

Research highlights included site visits to eight US gateway airports where more than 1,000 international passengers were interviewed about their travel experiences and additional site visits to five top international gateway airports. GS&P worked with Landrum & Brown as a contributing author for the report.

“Navigating an airport can be stressful even for travelers familiar with the local language and culture,” said Jim Harding, director of environmental graphics at GS&P. “The research and interviews show that international passengers want and need a combination of visual, verbal and virtual information to help reach their destinations. Universal symbols and intuitive cues also help overcome language barriers and create a better experience for international passengers. We hope airports across the USA and around the world will benefit from the research and guidance available in ACRP Research Report 161.”

GS&P previously authored ACRP Report 52: Wayfinding and Signing Guidelines for Airport Terminals and Landside. The firm has also written or contributed to ACRP guidebooks on topics ranging from airport deicing and stormwater management to environmental performance and climate change risks.

November 10, 2016


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