Level of service at airport passenger terminals

Abstract

Airport terminals are designed by level of service standards which are regulated by International Air Transport Association (IATA). Level of service offered to passengers, regarding to the primary processes, is not necessarily equivalent to the level of service perceived by them. The fact that passengers spending longer times in terminals makes the secondary processes more important in passenger experience. Aiming to improving airport attractiveness, and business success, passenger perception is approached by paying close attention. This paper discusses the two aspects of level of service. Concept of level of service used in air traffic industry with purpose of designing and planning of passenger terminal is derived from the Highway Capacity Manual. Subject of the paper regards last changes which have been introduced during 2014. Second part of the paper explains the needs of examining and analyzing passenger perception from the management point of view, and gives overview of methods which are conducted during researches. Similarities and differences are shown among measurements of level of service and perceived level of service, including the importance of these aspects mutual complementing.