The satisfaction of human needs in airport passenger terminals

This paper reviews the physical and psychological needs of all users of airport terminals. It starts with the conventional ergonomic setting of the workplace, as experienced by the airport, airline and other employees. It then moves on to consider the functional needs of the passengers and their escorts, reviewing the extent to which the needs are met by following 'handbook' design procedures. Particular attention is given to efficient navigation through a terminal, since this provides one of the strongest tests of a building's ability to satisfy a passenger's primary needs to minimize unproductive time and to eliminate unknowns. The paper then focuses on the wayfinding needs of the significant minority of passengers with some impaired mobility, since these present the major challenge to terminal designers and operators and new legislation will require improved provision for their needs. The spectrum of impaired people is identified, together with some of the 'best practice' initiatives that are being taken to meet them. Finally, a case study identifies the specific problems encountered by visually impaired people in a sample of European airport terminals. Conclusions are drawn as to the best practices that might be adopted.