Enhancing the passenger experience – the role of human factors at airports

Airports serve as crucial gateways – connecting people to destinations around the world. In recent years, the aviation industry has placed increased emphasis on enhancing the passenger experience, recognising that a positive and seamless journey greatly impacts customer satisfaction and loyalty. 

With the rise of low-cost airlines and the growth of air travel, airports are no longer just a place to catch a flight. They have become a destination in themselves, with many passengers spending hours or even days in transit. 

As a result, airports are under increasing pressure to provide a positive passenger experience. This includes everything from the design of the airport terminal to the services and amenities on offer. 

Human factors, encompassing the study of human behaviour, cognition, and interaction, plays a pivotal role in shaping and optimising the passenger experience at airports.

In a series of three article, SYSTRA’s Principal Consultant in human factors, Dr George Sammonds, delves into the intricate relationship between human factors and the passenger experience at airports. He highlights key aspects where human factors interventions can positively impact airport operations and enhance the overall journey for travellers. 

The first article explores the relationship between design and layout at airport terminals, and what it means for wayfinding, wait times, and overall comfort. 

Considering human factors in airport terminal design and layout 

The design and layout of airport terminals significantly influence the passenger experience. Human factors considerations such as ergonomics, wayfinding, and spatial arrangement are critical to ensuring efficient movement and minimising stress for travellers. Thoughtful terminal design, incorporating clear signage, intuitive pathways, and optimised seating areas, reduces confusion, simplifies navigation, and enhances passenger comfort. 

Ergonomic seating and workstations at airports 

Ergonomics focuses on designing spaces and equipment to optimise human performance and wellbeing. In the context of airports, ergonomics plays a vital role in creating comfortable seating areas, workstations, and rest zones for passengers. Ergonomically designed seating with adequate legroom, lumbar support, and amenities such as charging facilities can significantly enhance passenger comfort during waiting periods. Likewise, ergonomic workstations with appropriate lighting, seating, and workspace layout contribute to a conducive environment for passengers who need to work or engage in other activities while waiting for their flights. 

Wayfinding strategies for passengers at airports

Navigating through a large and complex airport can be daunting for passengers, especially those who are unfamiliar with the layout. Effective wayfinding strategies help passengers find their way easily, reducing stress and confusion. Airports are also growing, with larger terminals, satellite terminals, and additional transport links between areas of the airport. Human factors experts collaborate with architects and designers to create clear signage, intuitive maps, and directional cues that guide passengers through the terminal. Utilising symbols, colour-coding, and logical placement of signage, wayfinding systems are designed to be universally understood, accommodating passengers of different cultures, languages, and ages. As lead designer, we worked with sub-contractors at Gatwick Station to lead the integration of signage into the architecture.

Incorporating technology, such as interactive kiosks or mobile apps, can further enhance wayfinding by providing real-time directions, gate information, and updates. 

Spatial design to minimise congestion in airport terminals

Efficient spatial arrangement within the terminal is crucial for smooth passenger flow and minimising congestion. Human factors specialists consider the impact of traffic flow patterns, crowd management, and zoning when designing terminal layouts. Analysing passenger movement and behaviour they identify bottlenecks, potential congestion points, and areas of high foot traffic. By strategically placing amenities, such as restrooms, retail stores, and dining areas, they ensure an even distribution of passenger activity throughout the terminal, preventing overcrowding and facilitating a more pleasant and efficient experience. 

Optimising queue management for enhanced passenger satisfaction

Queuing is an inevitable part of the airport experience, especially at check-in counters, security checkpoints, and boarding gates. However, human factors interventions can optimise queue management through reducing perceived wait times and enhancing passenger satisfaction. Designing queuing areas with adequate space, clear signage, and designated lanes for different traveller categories (e.g., families, priority passengers) can create a sense of order and efficiency. Incorporating technologies like digital signage or virtual queuing systems can provide real-time information and updates, allowing passengers to make informed decisions and manage their time effectively while waiting. Human Factors experts can also work with the operational side of the system in order to maximise efficiency across touchpoints between passengers and operational staff. Approaches such as task analysis can be used to assess the passenger operator interface and understand opportunities for improvement.

Providing passenger comfort zones at airports

In recognising that airports are often a transient home for passengers during layovers or delays, it becomes crucial to create comfortable and inviting spaces. Human factors considerations extend to the design of rest areas, lounges, and seating arrangements throughout the terminal. Incorporating comfortable seating with amenities such as charging points, Wi-Fi access, and adequate privacy options, airports can provide passengers with options for relaxation, work, or leisure activities. The availability of quiet zones, meditation rooms, or even dedicated sleeping areas can cater to the diverse needs of passengers seeking respite during their journey.

Using human factors to prioritise the passenger experience at airports

Ultimately, terminal design and layout significantly influence the passenger experience at airports. By integrating human factors considerations, airports can create spaces that prioritise passenger comfort, efficient navigation, and a sense of wellbeing. Ergonomics, wayfinding, spatial design, queue management, and the provision of passenger comfort zones are all key elements that contribute to a seamless and enjoyable journey for travellers. Furthermore, by creating efficiencies in the passenger journey, human factors experts can help ensure that more time is spent by passengers in retail or commercial areas of the airport, which will ultimately assist with maximising the airports commercial revenue. By leveraging human factors expertise, airports can optimise terminal design and layout to enhance the overall passenger experience, fostering satisfaction, loyalty, and enjoyment. 

Learn more about SYSTRA’s global experience in human factors and ergonomics across transport and infrastructure projects.

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