GS&P Selected As Part Of Team To Develop ACRP Report Focused On Improving Services for International Passengers

Nashville, Tenn. – November 19, 2014 – Gresham, Smith and Partners, a leading multi-disciplinary design and consulting firm for the built environment, is pleased to announce that the firm will be part of a Landrum & Brown-led team to develop a guidebook for the Airport Cooperative Research Program (ACRP), a research program managed by the Transportation Research Board (TRB) of the National Academies. Through the development of ACRP 03-35, the team’s overall objective is to develop guidelines to assist airports in implementing departure and arrival processes, passenger services, and wayfinding techniques to aid international travelers navigating through U.S. airports. The research conducted will help to identify the cost and benefits of potential service enhancements that can help to increase the flow of travel and improve the level of service received by international passengers.

“International travel to the U.S. is a critical component of our nation’s economy,” said Andrew Kirchhoff, Principal Investigator for Landrum & Brown. “In support, the White House has set a national goal of attracting 100 million visitors to the U.S. by 2021 and established initiatives to enhance the entry process. With increasing volumes of passengers from non-European countries as well as the changing needs of passengers, specific, industry-accepted guidance is needed to provide a more uniform and enjoyable experience for international customers. Our team will thoroughly evaluate current processes and experiences at airports in the U.S. as well as leading overseas airports, with a goal to create a guidebook that when used, will help to alleviate stress and make the international passengers’ journey more enjoyable.”

“The difficulty of navigating through U.S. airports for international travelers has been a growing issue,” said Jim Harding, SEGD, director of Environmental Graphic Design, Gresham, Smith and Partners. “From airport origin through gateway airports to the ultimate destination – there are numerous touch points that can be addressed through visual, virtual and verbal cues that can aid international passengers traveling through these complex terminals to help ease their anxiety. We look forward to contributing to the development of this ACRP report and helping to provide best practice suggestions on how properly planned wayfinding and signage can help airports to enhance the level of service being provided to international passengers. 

The guidebook will offer several benefits to the aviation industry including enhanced understanding of international customers and their needs, as well as strategies that airports can employ to meet those needs. Research efforts for the guidebook will include:

• An evaluation of each process, including wayfinding, human factors, communications, and the physical environment that impact the international customer experience.
• A description and definition of the various roles and responsibilities of the different entities (e.g., ground transportation providers, airline, security check point personnel, airport information agents, etc.) that interact with the customer.
• An explanation of the attitude, awareness and knowledge of airport-based employees that influence the overall passenger experience.
• Provision of an evaluation of current U.S. international airport departure and arrival procedures and services (including pre-clearance, connections), as well as identification of opportunities to develop new innovative processes, technologies, and strategies.

GS&P had been an industry leader in development guidance for the aviation industry, including serving as the principal investigatory firm or sub-contractor for the development of 14 ACRP guidebooks including ones such as Report 52 Wayfinding and Signage Guidelines for Airport Terminals and Landsides, ACRP 07-13 Enhancing Airport Wayfinding for the Elderly and Persons with Disabilities, and ACRP 02-40 Climate Change Risk Assessment and Adaptation Planning at Airports.

About Gresham, Smith and Partners:
Gresham, Smith and Partners provides design and consulting solutions for the built environment that contribute to the success of national and international clients. For more than 45 years, GS&P has focused on enhancing quality of life and sustainability within communities. GS&P consists of industry-leading professionals practicing architecture and engineering design as well as scientists and highly specialized planning and strategic consultants in Aviation, Corporate and Urban Design, Environmental Services, Federal, Healthcare, Industrial, Land Planning, Transportation and Water Resources. GS&P consistently ranks among the top architecture and engineering firms in the United States. For more information regarding GS&P, visit www.greshamsmith.com.