ACRP Report 55: Passenger Level of Service and Spatial Planning for Airport Terminals

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ACRP Report 55 examines passenger perception of level of service (LOS) related to space allocation in specific areas within airport terminals. The objectives of the research were to develop standard space allowances for passengers in each area of the air terminal, to identify an appropriate level-of-service (LOS) framework, and to identify a dynamic or holistic measure representing a passenger’s overall experience of the journey. This report completes research on North American passengers’ perceptions of airport service as a function of the amount of space surrounding them as they travel through each processing element of the air terminal. For over thirty years, airport planners, designers, and operators have used research and standards developed many years ago, in other countries, and in some instances in other transportation facilities as the basis for North American airport LOS guidance. Prior to the completion of this ACRP research effort, the LOS framework predominantly used by aviation stakeholders had been the International Air Transport Association (IATA) LOS framework, derived from similar standards first promoted by John Fruin and documented in the Highway Capacity Manual and the Airport Associations Coordinating Council LOS framework.

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TransSolutions. ( 2011). ACRP Report 55: Passenger Level of Service and Spatial Planning for Airport Terminals. Transportation Research Board of the National Academies, Washington, D.C.

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