Transport Airport Airplane Airport Transport Destination The door to door journey for the aging baby boomer The Airport The Airlines The Airplane TSA CHECKING IN ARRIVAL Finding airline counter ID: 606082
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Slide1
Origin
Transport
Airport
Airplane
Airport
Transport
Destination
The door to door journey
for the aging baby boomerSlide2
The Airport
The Airlines
The Airplane
TSASlide3
CHECKING IN
ARRIVAL
Finding airline counter
Get / validate ticketHave Picture IDElectronic ticket kiosk or person?
Check seats assignmentReceive boarding passCheck gate location
Check in bagsCheck Carrying-on size
Check baggage weight
Print baggage tags
Manage LiquidsSlide4
The Airport
Accessibility in the airport is governed by the US Department of Justice.
The airline is governed by the US Department of Transportation
The airline is responsible for providing wheelchair service from the airport entry.The airline “rents” the space in the building.
The AirlinesSlide5
Airport-
Security ,TSA
Looking for security gateHoping for the right line
Check ID and boarding passTake off coat and shoes
Remove watch and phoneTake out laptopTake out liquids
Dispose of fluidsPut stuff in binsWalk through scanner
Put stuff back in bagsPut shoes and clothes back on
SECURITYSlide6
Governed by the Department of Homeland Security
Rules change frequentlyMost security areas are “add-ons” in the airport.
To use AIT scanner, you must be able to stand without the use of a cane, crutch or walker and keep your arms above your shoulders for 5 to 7 secondsPeople who use service animals, wheelchairs or oxygen cannot use the AIT scanner and must be screened with “alternate techniques” (aka a pat down)
TSASlide7
ON THE OTHER SIDE
Getting to the Gate
Shuttles
Wheelchair service
Moving sidewalks
Escalators
Elevators
Find direction to gate
Verify any gate changesVerify flight is on timeSlide8
Going the distance
The airline is responsible for providing wheelchair service through the airport.
Wheelchair service is contracted out to a Service Provider.
In major airports (MSP, LAX, JFK, ATL) there are an average of 15,600 wheelchair pushes a month. In smaller airports (SEA, SFO, MIA) there are an average of 5,400 wheelchair pushes per month.
90% of those people do NOT use a wheelchair on a daily basis.
With the increase in the number of aging passengers, this could grow to 26,500 pushes for major airports and 9000 pushes for smaller airports within 20 years.
The Airport
The AirlinesSlide9
Finding a place to wait
The airline loungeBars
Connectivity, WIFIInternet caféBusiness centers
Food courtsCoffee shops
RestaurantsRestrooms
KILLING TIME
Duty free shops
Bookstores
Cash machines
Money exchange
Vending machines
Gift shops
Relaxing massage
Shoe shine
Massage chairs
Recharge stations
Internet cafesSlide10
The Airport
$Slide11
Checking in the right gate
Boarding announcements“Gate lice”
Waiting for gate to openLining up
Checking boarding passChecking IDEnter jetway
Wait in the jetwayWalk down to shuttle busWalk down to tarmac
BOARDINGSlide12
Turn time is extremely important.
Southwest counts on 20 minutes to deplane, clean and board an aircraft.
The longer the airplane stays on the ground, the fewer routes that airplane can make. The fewer routes, the less money it makes.Alaska Airlines30 to 35 minutes turn time
Cutting 5 minutes off 150 daily departures = 25 to 30 extra fly time per dayCould result in 15 more flights daily.
The minimum aisle width is 15”.below 25” from the floor and 20” above 25” from the floor.
Turn time
The Airlines
The AirplaneSlide13
Attendant to greet you
Find your seatWaiting in line
Maneuver your luggage
ON THE AIRPLANE
Boarding
the airplaneSlide14
The Airlines
The Airplane
The mission
Boeing sells an airplane based upon the number of seats it can carry and the range it can travel.
Increasing weight in the airplane will increase the fuel burn and reduce the range.
Not making the range is not an option.
Safety is our number one prioritySlide15
Settle
– Stowing your stuff
Put carry on in stow binStow purse under seat
Take out stuff I will useSorting your stuffSeparate items needed in flight
Adjust seatAdjust window shadeAdjust air gaspers
Get in seatGet out of seat to let someone else in
ON THE AIRPLANESlide16
Stowing bags
All carry on items must be restrained
A primary cause of injury for flight attendants is from assisting with carry on items in the stow bin
Injuries occur from catching falling bags, turning and re-positioning overhead, and heavier carry on bags.When airlines started charging for checked bags, there is a “general feeling” that the number and weight of carry on bags increased.
737 Stow bins are designed to hold a maximum 125 lbs per bin.
The Airlines
The AirplaneSlide17
Personalize – Getting comfortable
ON THE AIRPLANE
Adjust seat
Adjust window shade
Adjust air gaspers
Getting pillows and blankets
Putting on seat belt
Arrange pillows
Arrange entertainmentSlide18
Seats
The airlines purchase the seats from a supplier
The seats are designed per the airlines specifications, shipped to Boeing and installed.
The FAA requires that seats be designed to withstand a 16 g forward crash loadThe seat pitch is determined by the airline.Seats bring revenue. It is the most expensive piece of real estate per square foot. The more seats the more revenue.
The Airplane
The AirlinesSlide19
Up in the Air
IN FLIGHT
Relax to work, play, rest, sleep
In-flight Entertainment
Personal entertainment (books, iPod, etc.)
Adjust seat
Adjust lights and window shades
Adjust air outlets
Go to the washroom
Move about the cabin
Interact with seat mates
Interact with crewSlide20
Airlines contract with a medical assistance supplier such as Med-Link or MedAire.
In a medical emergency, the flight attendant, pilot and medical assistant can partake in a 3 way conversation to determine what needs to be done.
The pilot is the only person who can make the decision to divert
Alaska Airlines reports that they contact their medical assistance supplier about 1800 times a year.
In 2008, there were approximately 2 diversions per day in the US.The cost of a diversion ranges from approximately $24.5K for a 737 to $120.5K for a 747-400
In 2008 there were approximately 6 deaths in flight per month (US or global?) half of which were cardiac related. In recent years, there are fewer good Samaritans on board (legal fears).
The Airlines
DiversionsSlide21
Refresh – Meals, Beverages and Snacks
IN FLIGHT
Adjust seat upright
Stow flight items
Receive meal, beverage, snack
Retrieve food/beverage brought on board
Manage packaging
Organize meal tray itemsEat /drink
Clean up spaceWait for tray removal and garbage pick upSlide22
With airlines not serving meals any longer, people are bringing their own food on board.
This has caused the airline to lose control of the amount of garbage that is generated on board.
There is no convenient place in the airplane to store large amounts of garbage.
The Airplane
The AirlinesSlide23
Refresh – Getting to the Washroom
See if the toilet is free
Get out of seat
Journey to lavatoryLineup
IN FLIGHTSlide24
Refresh – Using the Washroom
Open the door
Enter toilet
Lock the door
Find toilet seat covers
Lift toilet
Use toilet
Use sink and faucet
Dispose paper towels
Dispose garbage
Unlock toilet door
Exit toilet
IN FLIGHTSlide25
The Lavatory
The number and location of lavatories is determined by the airlines.
Requirements and configuration of the lavatory is determined by Boeing
The lavatory is designed, engineered and built by a supplier and shipped to Boeing for installation
The FAA requires a smoke detector, fire extinguisher, no smoking sign and an ashtray in the lavatory
The garbage container must have a tight seal incase of a fire.
The Airplane
The AirlinesSlide26
Prepare for the Landing
Put stuff away
Seat upTray table up
Tighten seat beltsCheck carryon itemsCheck customs papers
Stow items in overheadStow IFEReturn headsets
Watch crew prepare for landing
IN FLIGHTSlide27
Leaving the airplane
Getting into the aisle
Getting baggage
Waiting for line to moveGetting into the terminalLooking for baggage claim
Making connectionsLooking for other gates
ARRIVALSlide28
Finding Baggage claim
Find exact carrousel Lost bags
Damaged bagsDetermine which black bag is mine
Lift the bag from the carrousel
BAGGAGESlide29
Special CircumstancesSlide30
Cancelled flights
Security delaysWeather delays
Contact gate agentTelephone family
Missed mealsOvernight accommodations
DELAYS AND CANCELLATIONSSlide31
Connecting with the next flight
Is it a long walk?Are shuttles available?
Which shuttle?Which terminal?
Which direction?Escalators?Elevators?
Moving sidewalk?Are we there yet?Transfers between terminals
CONNECTIONSSlide32
Expect the worst
WheelchairsWheelchair pushers
ConfusionPanic.
EVACUATIONSSlide33
Some big questionsSlide34
Way finding - is it clear, intuitive?
Can a person who does not speak the language easily find gates, baggage claim, restrooms, restaurants, Is there a place to sit and rest during long walks?
How do you really move people?
Are you prepared for medical emergencies?Are there places where people can get hurt or hurt themselves?
Can you evacuate a bunch of “old people” quickly? What else is going to be disruptive?
The AirportSlide35
Is signage in direct view?
Are requirements clearly obvious?Is there a place to sit, lean, rest in the line?Is there adequate space for gathering items, putting shoes and jackets on and taking them off?
Is there a place to sit down to put shoes on and take them off?
TSASlide36
What happens to turn time if 50% of your passengers are elderly?
What happens to turn time when elderly people are too proud to pre-board? (Baby Boomers in denial) Stowing baggage in the overhead bins – is the flight attendant going to help? Will this increase their work load and injuries?
Are they prepared for in-flight medical emergencies?
How many scooters can be stowed? Without damaging them?Are there additional products and services that could or should be offered (think $$$$ revenue generating)?
The AirlinesSlide37
How easy is it to get in and out of the seat?
How wide does the aisle really have to be?Can a person get to the lavatory?
Can a person operate the lavatory? the lock? the door? the faucets? the waste flap? the flusher?Can people easily stow carry-ons if they cannot lift it?
Latches and controls, are they intuitive? Are they easy to operate?How many scooters can be stowed? Can you get them in cargo?
What are the effects of sitting for long periods of time as we age?Is there adequate lighting in the airplane?
Can all people receive and understand announcements?What other problem areas are there?
The AirplaneSlide38
The sky is the
limit
to make a differenceSlide39
For the older traveler…
Understand how the process affects the older passenger.Understand how the older passenger affects the process.
What works?What doesn’t work?
What is the cost (loss) if it doesn’t work?How could it be perfect?
What needs to change?Can it benefit more than just older passengers?What is the cost (price) to make it perfect?
Special kudos if the changes do not have major implementation costs.Slide40
Questions?