The arrivals process should flow smoothly, providing the information when and where it is needed, in a manner that is useful to the customer. According to Sam Ingalls, Assistant Director of Aviation, Information Systems, Las Vegas McCarran International Airport: “That process should also usher them into the city, from a visual and auditory standpoint. We feel that McCarran certainly accomplishes that.”
From the easily-recognised ‘Welcome to Las Vegas’ sign, to the available gaming machines, the airport serves to transition its customers into the city. “We are certainly focused on the arrivals customer at McCarran, as we know that it represents the first impression of our fine city. Our desire is that it be a welcoming and stress-free experience,” said Ingalls. “The arrivals experience really starts outside of the building, in our new terminal, with the automated docking of the aircraft – something that is likely transparent to the customer, but important nonetheless. This allows the safe, efficient docking of the aircraft, even during stormy weather – yes, that does happen in Las Vegas! – when ramp personnel might otherwise be unable to marshall the aircraft into its parking position at the gate.”
A mix of dynamic and static signage directs the customer to the correct baggage claim carousel, with that dynamic signage linked into the airport’s operational database that is making that claim carousel assignment. Dynamic signage also provides information on ground transportation options and directions, making that part of the journey more efficient.
Las Vegas McCarran’s new terminal, coming online in June 2012, makes considerable use of dynamic signage, as well as the aforementioned automated docking system. “I believe that dynamic signage presents a significant opportunity to very vividly present information to the customers and, where appropriate, also provide the opportunity for the display of brand identity,” commented Ingalls.
Chongqing enhancing passenger experience
Meanwhile, Chongqing Jiangbei International Airport is enhancing the passenger experience with a tourism and cultural exhibition. The show consists of 3D landscape gallery and interactive multi-media screens, showcasing the natural landscape and cultural heritage of the region. The highlight of the exhibition is a huge 3D display of the iconic Longshui Valley on the floor of terminal building. A large cavern has also been constructed in Terminal A, featuring several artificial stalactites, giving passengers the feeling of entering a real cavern.
Cao Qianli, deputy general manager of Chongqing Airport Authority, explained that it is the first of series of exhibitions designed to promote the region and enhance the passenger experience.
The airport is undergoing a major expansion, which includes a new 80,000sqm terminal and a new runway. In the master plan, by 2040 Chongqing Airport will have four runways and a capacity of 65 to 70 million passengers per year, to achieve international air hub status.
Sam Ingalls, Assistant Director of Aviation, Information Systems, Las Vegas McCarran International Airport, will address delegates on ‘A vision for the Airport of the Future’ at Future Travel Experience 2011. To view the full event programme, click here.