CATALOG OF GOOD PRACTICES FOR THE PRE-INVESTMENT STUDY OF PASSENGER INFORMATION SYSTEM FOR THE AIRPORT POZNAŃ-ŁAWICA SP. Z O.O.

Transcription

1 CATALOG OF GOOD PRACTICES FOR THE PRE-INVESTMENT STUDY OF PASSENGER INFORMATION SYSTEM FOR THE AIRPORT POZNAŃ-ŁAWICA SP. Z O.O. This project is implemented through the CENTRAL EUROPE Programme cofinanced by the ERDF. Warsaw 2011

2 TABLE OF CONTENTS: 1 Introduction Scope of analysis Methodology of analysis The Airport Information System Virtual information - how to prepare for the journey Sources of information at the airport - how to get the necessary information Signage at the airport - how to reach the destination Signage of surface transport intermodality Case studies Londyn City Airport (Great Britain/England) East Midlands (Great Britain/England) Leeds Bradford (Great Britain/England) Edinburgh Airport (Great Britain/Scotland) Dusseldorf Weeze (Germany) Frankfurt Hahn (Germany) Leipzig-Halle Airport (Germany) Billund Airport (Denmark) Pisa Airport (Italy) Summary

3 1 Introduction Comparative study of passenger information systems covered a number of areas relating to all intermodal transport issues and connection of land transport with air transport. For the analysis of this type, it should be remembered that the intermodality is an issue that requires teamwork and involvement of many parties taking part in the transport of passengers from / to the airport. Therefore, one can not analyze this issue in isolation by focusing only on one aspect. One have to look at the broader context, taking into account the operational aspects, marketing and transport system components. Only such a comprehensive overview and assessment of the situation make it possible to present a coherent description of best practices embedded in the broader realities. Starting from this approach, the following intermodal infrastructure elements of selected airports were analyzed : Location of the airport area relative to the main centers of gravity. The ground transportation system from / to airport (components and position). Passenger information solutions used for the surface transportation system. Consistency of passenger information at each stage of the passenger journey (from the purchase of the ticket until reaching of the destination). 1.1 Scope of analysis Nine European airports where traffic volume ranges from 1 to 8 million passengers per year were selected for the analysis. These ports were selected because of special arrangements for combining ground transportation with air transport. In addition, some of these ports are characterized by a relatively high share of public transport in the transport of passengers from / to the airport, which indicates that the solution adopted there work in practice. Selected airports are located in 5 countries, where for many years great importance was attached to increasing the share of public transport in the transport from / to the airport and strongly expanding the public transport network. In addition, ports representing different categories of traffic and located in a diverse environment were selected, ranging from business traffic and location in large urban environment and ending with the typical tourist traffic and location in the less urbanized areas. The list of selected airports is located below: Londyn City Airport (Breat Britain/England). East Midlands (Breat Britain/England). Leeds Bradford (Breat Britain/England). Edinburgh Airport (Breat Britain/Scotland). Dusseldorf Weeze (Germany). Frankfurt Hahn (Germany). Leipzig-Halle Airport (Germany).

4 Billund Airport (Denmark). Pisa Airport (Italy). It should be noted that, especially in smaller airports a much lower weight is still attached to aspects of public transport. This is due to many factors including poorly developed transport network, or sometimes even its absence, little interest of the airport and the local government in the support and development of such transportation or lack of requirements for this type of transportation posed by air carriers. Therefore in the analysis, in addition to presenting the situation of regional airports in Europe, examples of the larger airports from different continents have also been shown. These airports are characterized by a greater awareness of the use of intermodal solutions. They have usually a well-developed public transport network, often with dedicated rail connections to the airport. They also need to handle large flows of passengers. When acting in such circumstances effective solutions become necessary, particularly in the appropriate information that allows management of a large traffic from many points usually to one system of public transport. Therefore, review of the solutions used in this type of airports seemed reasonable because these ports are the leaders in this area. 1.2 Methodology of analysis Analysis of the airports was carried out in various ways, ranging from the analysis of information materials obtained from each of the airports, through visits to selected ports and conversations with those responsible for visual information system and system integration of ground transportation at the airport. The results of the analysis are presented in a coherent form describing the broader context of public transport issues with focus on visual information system for passengers. It seems obvious that intermodality makes life easier for travelers for it combines modes of transport, increases efficiency of airports, reduces the negative impact on the environment, and therefore has a positive impact for all stakeholders. The above statement is theoretically true. Theoretically, because there are many factors that should always be taken into account. These factors are: Type of transport: rail, road transport, water transport. Type of transport: international, regional, suburban, urban. Type of airports: intercontinental, international, domestic. Type of airports: large - hubs, medium - regional, small - local. The degree of utilization of available terminal and airport infrastructure. All these factors have a significant impact on how airport managers see and understand the problem of intermodality and what importance they attach to the promotion of the model combining the various modes of transport. Surely the intermodality for airports means more customers, greater area of influence, streamlining of the road system and, in some cases (mainly large airports and hubs), release and 4

5 change of use of slots from regional operations to more profitable intercontinental operations (for example, airport Heathrow in London). However, the intermodality is also a loss of revenue from parking and higher capital and operating costs. There is also a potential danger that a well-developed intermodal system will take a significant percentage of traffic, which in the absence of such a system would continually use the air transport (in this case it is mainly about medium range rail - within 300 km - that with a welldeveloped infrastructure is a competitive alternative to air transport). From the standpoint of air carriers, the matter is even more complicated. On one hand, developed of intermodal systems increases the catchment area of the airport and thus increases the potential number of customers. On the other hand it is a source of possible problems as rail, road and sea transport systems are not compatible with air transportation in terms of conditions and standards of transport. Additionally, it should be pointed out that from the smaller ports supported mainly by the carriers from the low-cost segment, intermodality interest is negligible and they do not support this type of transport. For land or sea operators intermodality of the air transport system can be attractive because of access to key market segment which is the aviation. For land or sea carriers, in the vast majority of cases, the airport is just another stop and most of the passengers travel to the nearest urban center anyway. For passenger intermodality is more choice and, theoretically at least, more connections and ease of access. However, in this case a huge determinant of demand for this type of service is its price, supported areas, the frequency and quality of service offered. In the current world, the old shuttle bus between the airport and the center of the agglomeration with frequency rate of 1 hour is not an attractive alternative for anyone. Therefore, the transformation of the airport from the station serving air carriers into intermodal transfer point linking air transportation with public transport, will depend on the size, type and location of the airport, the current infrastructure, access to transport infrastructure (road and rail) and the area of impact. Intermodality must also be a well-founded business for all stakeholders. Hence the global aviation giants are generally more interested in the development of intermodal system and the degree of its integration in their hubs than smaller carriers at other airports. One should go back to statement that only global players in the market for air transportation (both air carriers and airports) have resources and are interested in building a major intermodal system in their hubs. Intermodal system is understood as an integrated transport system with at least two different modes of transport. Integration can be either in the form of marketing promotion of intermodal connections, commercial as sales of intermodal connections in one transaction and / or (as preferred) on a single ticket or by uniform standards for passenger and baggage handling, or by harmonizing technical standards and systems of sales, communication, complaint, etc. The possibilities are many, because in the ideal model of intermodal transportation different systems are connected with each other for synergies. The reality of the vast majority of airports and airlines, however, is that the notion of modality is meant to provide convenient access to urban public transport. Determining the convenient access is understood in this context as the unification of public transport operating 5

6 hours with the airport operating hours and providing connections to the main point or points of transfer (ground hubs), in some cases to local or even regional destinations. The above finding is important for understanding that this definition of intermodal transport, in the case of regional airports is more than appropriate definition which results in the entire communication system that offers intermodal connections to the customer. Moving on to the analysis of information systems for passengers it should be noted that in most analyzed airports, although they are characterized by a high share of public transport for passengers to / from the airport, they do not run an informed and integrated policy in this area. The share of public transport is more due to their specific location and the connection system wellestablished over the years rather than intentional marketing. Additionally, one must point out one thing at this point: SITA research performed at major airports, shows that while almost 30% of passengers indicated that visual information at airports needs to be improved, it is only about 11% that indicated it as an important factor affecting the quality of the journey (SITA, 2011). 6

7 2 The Airport Information System Airport information system, no matter how complicated, can generally be divided into four groups, with the fourth group refers only to the specifics of ground transportation. 2.1 Virtual information - how to prepare for the journey This information is available on the websites of both airports, as well as applications that can be downloaded to mobile devices (smartphones). It usually include following elements: Maps of the terminal or terminals, usually in the form of a JPG or PDF. These maps can be downloaded from the network, stored on mobile devices and / or printed. Interactive maps, where you can select the desired location and get information about products and services available at the airport. These maps are usually available directly through web browsers, or in the form of applications for mobile devices. Videos explaining how to navigate the airport (characteristic mainly of the North American market). Additional information that focuses generally on the elements that are essential to running the airport business. Hence, in addition to basic information including a list of operating carriers, schedule, current information about arrivals and departures, map of connections, the emphasis is on providing information on commercial items and services. The additional information also includes information on public transport and the possibility of getting to and from the airport. However, in significant portion of cases, with the exception of a few large airport hubs, quality of this information leaves much to be desired. Looking at the wider context and the research conducted by ACI (Airports Council International) in 2010, which concerned the structure of the information available on the websites of the airports, these sites, apart from the operating information, contained: Map of the terminal in the static format - 80% of the pages. Map of the terminal in an interactive format - 30% of the pages. Film - 10% of the sites (mostly airports located throughout North America.) Lack of information - 15% of the pages. This is especially true for airports with traffic that was less than 5 million passengers per year. These pages mostly list points and commercial services but without a visual reference of their location within the terminal. It is significant that neither the ACI nor any other source of data provide statistics on the information on intermodal connections available on the website, but it can be assumed that in the case of airport with passenger traffic of up to 5 million passengers per year, such information is either residual or does not exist at all. 7

8 2.2 Sources of information at the airport - how to get the necessary information Sources of information at the airport were one of the most important components of an information system for passengers. Nowadays, their importance has declined, mainly due to increase in popularity of types of information described in paragraph 1. However, they are still a very important factor for informing passengers about both products and services available in the airport, as well as information about the airport. Information in the airport can be communicated in many different ways, depending on the available budget and the size and scope of the information communicated. Its main purpose is to provide the necessary and usually extensive information about the airport and the airport environment to the passenger. In the case of this type of information, information on intermodal transport and land transport is a significant component. The easiest way to communicate the information contained in this section is the static information. It can be based either on ordinary boards containing information placed on them or a map of the terminal. Another way to communicate the static information are printed materials such as maps, timetables of public transport, etc., available in both standard information desks, as well as specially-organized and well-marked places, in the form of news racks and bars. At this point it is necessary to mention the traditional way of communication which is a information point manned by the airport employees. Such positions are a combination of interactive and dynamic information offered by the staff and the static information. In recent years this type of information is gradually declining, albeit this trend slowly change and renewed interest is noticed in this type of service. A specific example of this type of information is "Onward Travel Center" offered at Heathrow Airport in London, where for arriving passengers, there are all points of information relating to further travel gathered in one place arranged in a semicircle, offering an additional purchase of tickets and possibility to leave the baggage (schematically presented in Picture 1). 8

9 Picture 1 Onward Travel Center at Heathrow Source: Terminal 2 Scheme Design Wayfinding (BAA, 2011) Systems based on the so-called "mobile staff" also begin to enjoy the increasing popularity in terms of communication. This is a variation of point of information moving through the terminal and helping passengers find the relevant information. Such people are usually equipped with mobile terminals for quick check of information for passengers. Some airports, through such persons, for example sell tickets for a further part of the journey (bus, train), in part funding the employment of such persons. A completely different system of reporting the information is dynamic information. In this case it is usually based on displays and interactive kiosks. Recently holograms are a complete novelty in transmission of dynamic information, where the transparent board displays life-sized people informing for example about the next flight or about having to undergo passport control. Paris Orly Airport was one of the first testers of the system. Returning to more traditional systems of dynamic information based on the screens; the main information transmitted via those systems are directly related to arrivals and departures of aircrafts. More and more airports, mainly large hub ports transmit information in a dynamic way about other means of transport and their hours of arrival / departure. Interactive kiosks provide much greater range of information that can be presented on them. They meet in part the functions of virtual information available at the airport, placed at critical points for passengers (for example, at arrivals after baggage reclaim, where the passenger is looking for information about opportunities for further travel). Despite the high popularity of information kiosks their utility, as evidenced by information obtained from passengers, is not 9

10 complete and the information presented on them is insufficient. These kiosks often work too slowly, in addition the interface is not bright and clear, causing additional frustration among passengers. Very often, especially for smaller airports, an important limitation is that the information presented on them is out of date. In addition, the vast majority of these kiosks are not able to print, or rip copy mobile media information presented on them, while the ability to print the timetable by arriving passengers of the train or bus route pictogram map would be a significant help. Looking at the wider context of provision of information at airports and looking at the ACI data for the year 2010 we get the following picture: 62% of the airports have installed a large map in the terminal; from which such maps have 84% of airports with traffic of more than 10 million passengers per year. Additionally, 77% of airports with traffic in excess of 10 million passengers a year, offers information leaflets. 56% of the airports offer information leaflets. It is a rule that airports with traffic between 5 and 10 million passengers per year offer a large map or alternatively leaflets. 44% percent of the airports offer interactive kiosks with as many as 74% of the airports in the Asia Pacific region and only 36% in other regions. It should however be noted that the trend to install an interactive kiosk is growing and it is anticipated that for airports with traffic at over 5 million passengers a year they will become standard soon. Table 1 shows the structure of interactive kiosks locations in passenger terminals. 10

11 Table 1 Location of interactive kiosks Lokalizacja % Departure hall 70 Arrivals hall 67 Baggale reclaim hall 47 Transfer zone 44 Others 16 Source: ACI 2010 Interactive kiosks are installed primarily in departures and arrivals halls. This is due to the functions they perform. This is shown on Table 2 illustrating the structure of the information provided by interactive kiosks. Table 2 The functionality of interactive kiosks Funkcjonalność % Terminal map 72 Operations information (departures/arrivals) 63 Telephone information numbers 60 Language choice 60 Municipal Tourist Information 60 Location of commercial points 60 Location of gates 58 Location of other points 56 Public transport schedule 48 Opinions and comments 42 Others 26 Print 15 Source: ACI 2010 It is worth noting that in interactive kiosks you are informed about intermodal transport. That kind of information is available in as many as 48% of operating kiosks. Unfortunately, currently intermodal kiosks are available mostly at airports with a medium or high level of passenger traffic, because only there is an application for them. Unfortunately only 15% offers the possibility to print the necessary information. 11

12 To summarize: On average, for every million passengers there are 1.12 kiosks. 93% of airports have information points located within the airport terminal. Information points are located mainly in departures and arrivals halls. Approximately 40% of the airports also offer these points in the transfer and baggage reclaim hall. On average, for every million passenger there is 0.58 of information points. The so-called mobile staff is present in 70% of the airports, in Europe this number stands at 53%. As a rule, they are present in the airport arrivals area. Their role is not only to greet passengers, but in large part to provide information on public transportation and directing passengers to the right points, where they can make the activities related to traveling with further means of ground transportation. This form of communication is used, however, almost exclusively by airports with high or very high volume of traffic. 2.3 Signage at the airport - how to reach the destination Passenger path marking is one of the key elements to the orientation of the passenger at the airport. Speaking on the marking and best practices one should mention marking items such as: language, colors used and the purpose of signage. In case of marking relating to intermodal transport, the main and essential purpose is to lay the road to the passenger from landing of the plane until the entry to the next mode of transport, or in the case of passengers departing, from transport vehicle to the entrance to the terminal. Well designed markings, in a minimalist way, give information that is relevant to the passenger in a particular place or on a given stretch of their travel. This means that the passenger is not from the very beginning "attacked" by an excess of signs, directing him to all possible destinations. Information is dispensed in a way that enables to choose them appropriately at each stage of the process of service in the terminal, respectively for arriving and departing passengers. Good practice in such cases is that the signage on each of the stages require that the passenger takes a maximum of two decisions at a time. The marking which provides passengers with more information and makes passengers take more then two decisions often causes confusion and makes the passengers lost in the sheer volume of information provided to them. Another key factor is the appropriate distribution of information and placing them in a way that corresponds to a flow rate of passengers. A good example of such a division is a system used by the BAA in airports managed by them. The flow of passengers there was divided into two groups: the main flow, placed in the center and two secondary flows, placed on both sides of the main flow (the Picture below illustrates this design well). 12

13 Picture 2 Signage and passenger flows At the airport Source: Terminal 2 Scheme Design Wayfinding (BAA, 2011) With this division the information provided in the central part is usually simple, requiring simple decisions. They must be clearly legible to passengers who are on the move. Information contained in the lateral parts (secondary) is more complicated and passengers spend more time to read and absorb it. They are also more complex in terms of content they communicate. Referring these principles to the planning of information for arriving passengers who use public transport: in the central part there should be directional information indicating the way to the bus stop in front of the passenger terminal. In a background there should be a combination of static information and dynamic information, such as a pictogram of bus route map with selected characteristic points along with information about the next times of departure. Color marking and fonts used is another very important aspect affecting the quality and effectiveness of communication. According to a study of ACI on the color markings: 43% of the airports used a color scheme, 33% two color schemes, and the remaining 24% used three or more color schemes. The most popular combinations of color schemes are: White letters on blue background. Picture 3 Signage Airport Warsaw Source: PPL 13

14 White letters on black/grey background. Picture 4 Signage Airport Munich Source: Airport Munich Black letters on yellow background. Picture 5 Signage design used by BAA Source: BAA Generally, regardless of what combination of colors is used, the general principle is that the background and the letters should be based on contrast, which allows easy and fast capture of information. It is also recommended to use different color schemes for different functions. Others for the commercial information and other for the so-called operational information. Some airports are going even further and use a separate color for each group of passengers. For example, Heathrow Airport introduced the "go after purple color, if you are a transfer passenger." In this case, the entire path of the passenger transfer is indicated by the purple color it is presented in the picture below. 14

15 Picture 6 Signage of the path of the transfer passenger Heathrow Source: BAA The language in which information is presented is another important issue related to the marking of the path of the passenger. In Europe, except for English-speaking countries, the standard marking is in two languages - the local and English. Additionally, a communication in written form is completed by pictograms. Pictograms present information very fast and clearly and are perfectly suited in places where the message in two languages may not be sufficient. Recently it has become increasingly popular to use pictograms not supplemented by verbal information. 2.4 Signage of surface transport intermodality As stated in the introduction, the fourth group of information relates only to land transport and its consistent application allows to start talking about a certain intermodality of transport and including airports in the wider transport network. In a large number of airports, airport and public transport marking are two completely separate issues. The latter usually begins where the first ends. This means in practice that the marking of the airport usually ends up on the directional information contained above the entrance doors from the terminal indicating the direction for reaching the bus. Whereas marking of the busses that is completely unrelated to the signage used in the airport, starts at the bus stop. This is this lack of connection, consistency and coherence somewhere along the way that makes many of the passengers loose desire to use public transport. However, this situation slowly begins to change for the better. Some airports, seeing mutual benefits, begin to work more closely with suppliers of ground transportation services. Both bus and rail services appear that have distinct colors and logo signs clearly indicating that they support the airport (eg. Heathrow Express rail link, Arlanda Express). Marking, colors and logo are presented in a consistent manner from the moment of preparation for the trip as to be interactive and up-todate virtual information. They are continued in the form of directional information and static and dynamic information points in the terminal. Then, in similar form, they go to the place where air and ground transportation make contact - for example, bus stop, railway station. They are continued on in the public transport serving the airport and in places for which they operate, for example at bus stops in urban agglomeration. This consistent approach makes possible that from 15

16 the point of making plans for the trip and during the trip the passenger receives a consistent, logical and well-constructed informational message. If this message is complemented by a reasonable and reliable product in the form of ground transport, the road to success and implementing the principles of intermodal transport is open. 16

17 3 Case studies Analysis of the cases includes an evaluation of selected airports in Category C on the basis of the most important criteria for intermodality. Both the solutions that are worth implementing and those that do not fulfill their functions and should be avoided are indicated below. 3.1 Londyn City Airport (Great Britain/England) London City Airport is one of six airports serving London conurbation. It is situated close to central London. London City Airport is an airport created typically for business traffic, it supports small and medium-sized airplanes. Many of the passengers using the airport travels either to Canary Warf or to central London. London City Airport handled 2.78 million passengers in As for public transport that airport is interconnected with London's transport network with excellent connections to both bus and through the light ground rail (DLR) - the station is at the airport. 1. Virtual information how to prepare for the journey. In the case of London City Airport, the website represents average level both in terms of scope and quality of information presented. It also has a mobile version, albeit with a very limited amount of information, for example, there is no mobile version of public transport information. This information is contained however on a standard website. Its quality and quantity, however, leaves much to be desired and does not represent more than links to bus and rail. 17

18 Picture 7. Website of London City Airport Source: Airport London City Airport, Sources of information at the airport - how to get the necessary information. Getting relevant information on public transport does not pose a major problem at this airport. However, it is associated mainly with good public transport in London and the information system developed for that system. The airport does not have information kiosks for arriving passengers which would provide information on means of transport. However, like for example at Heathrow, there are brochures on public transport, subway maps, etc.. 18

19 3. Marking at the airport - how to reach the destination. Passenger path marking consists of signs and static boards with the gray / black background and white letters. Information about public transport is mostly a static, directional information. At the DLR station (fast train transport) dynamic information is available on the next train and departure times but it belongs to the DLR and not to the airport and is operated by the DLR system. Information on busses does not differ from other information available on each bus stop in London. 4. Marking of surface transport intermodality. Although the London City Airport is inscribed in the London transport system, however, and perhaps precisely because, special synergy associated with the consistency of marking for airport - public transport is not here. It looks like where the respective responsibilities of the airport end, begin the responsibilities of public transport. Everyone in this case corresponds to and comply with their obligations by providing the necessary information to the passenger. Despite the apparent absence of such a synergy London City Airport is the airport with one of the highest shares of public transport in the transport of passengers from / to airport. 3.2 East Midlands (Great Britain/England) East Midlands Airport is situated in the central part of the UK. For the British standards, it is a small regional airport with the movement of about 4.1 million passengers per year (2010). The main traffic handled by the airport is that of low-cost carriers and charter flights. The airport is a very interesting in terms of public transport system and its integration with the airport. Public transport system available at the airport consists of a bus system, operating with four main lines and one bus line connecting the airport with the railway station that operates on request. In this case, East Midlands Airport operates to some extent as a hub for the transport system - presented schematically in Picture 8 below. 19

20 Picture 8 Map of public transport connections East Midlands Source: East Midlands Airport 1. Virtual information how to prepare for the journey. Information available on the website of the East Midlands is constructed in a clear and transparent way. Easy to read layout, colors and fonts used make finding the necessary data or information easy. When it comes to information about public transport it is grouped in the "to / from airport," where you can find all the information and tips on how to get to and from the airport (shown in Picture No. 9 below). 20

21 Picture 9 Website of East Midlands Airport Source: East Midlands, There are interesting facts and very useful features of East Midlands website, which distinguish it in a positive way compared to other airports. Those are: The film showing precisely and clearly the system of public transport to and from this airport. Information in pdf form, which accurately describes all possible bus and rail connections,presents maps, gives prices of tickets and any additional information necessary to seamlessly use this transport (Picture No. 10). 21

22 Picture 10 Guide to public transport East Midlands Source: East Midlands Bus timetables that are not links to the websites of operators, but easy-to-print files in PDF format presenting all the necessary information (graphic below). 22

23 Picture 11 Typical bus schedule available for download and painting from East Midlands website. Source: East Midlands opportunity to join a "club Skylink", which sends a quarterly electronic newsletter, informing about news and changes in public transport and the latest offers. The only drawback of virtual information provided by East Midlands Airport is the lack of a mobile version that can be used on mobile devices. 2. Sources of information at the airport - how to get the necessary information. Sources of information that is available in the East Midlands airport, do not deviate from the typical services offered at other airports. One of the key tools to provide the necessary and accurate information are printed brochures that are available in many key areas of the terminal. East Midlands Airport has no innovative or unusual communication systems, it is based on proven and effective standards. 3. Marking at the airport - how to reach the destination. Passenger path marking consists of signs and static boards in colors of blue background and white letters. Information about public transport is a simple static information that indicates how passengers can arrive at their desired destination: the location of bus in front of the terminal. 4. Marking of surface transport intermodality. An important factor that distinguishes the East Midlands airport compared to other airports, is its well designed and consistent layout. Starting from the logo, which strongly indicates that the East Midlands is trying to be the center of intermodal transport for the region, through consistent and repeated consistently naming and labeling system of bus lines serving the airport. 23

24 Picture 12 Logo of airport public transport connection East Midlands Source: East Midlands Each line has the name "Skylink" expressed as a specific logo and a separate color designation, which is repeated in both airport code labeling, labeling of bus stops, as well as painting of the buses operating on the lines. In addition, each of bus lines has developed a very clear map of pictograms, which is a defined color of the line, matching with logo that is present at every stage of the transmission of information. It gives information about the stops and estimated time of travel. Picture 13 Pictogram map of bus connections East Midlands Source: East Midlands What completes the full picture is the consistency of marking of the stops and dynamic displays informing about the next bus departure time and other up-to-date information about the connections. 24

25 3.3 Leeds Bradford (Great Britain/England) Leeds Bradford Airport is another airport serving mainly movement of low-cost airlines and charter traffic. In 2010 it handled 2.75 million passengers. As a regional airport it aspires to be a transportation center for the major cities of West Yorkshire. In terms of public transport it has no direct rail link to the airport and offers four bus connecting the airport with the major cities of the region and offers the possibility of connecting to rail. 1. Virtual information how to prepare for the journey. Leeds Bradford Airport offers a well developed website, where one can find a large amount of useful and necessary information for the travel. It should be noted that when it comes to public transport, this site offers relatively modest information and through a link moves to the "metro" website which is a travel information center for the region of West Yorkshire. In this second location you can find much richer information about the possibility of using public transport. 25

26 Picture 14 Website Leeds Bradford Source: Leeds Bradford, Sources of information at the airport - how to get the necessary information. Regarding the sources of information at the airport, a small one for the UK standards, Leeds Bradford airport offers a typical standard found in these airports. The main source of information are brochures available at different points in the terminal. In addition, for arriving passengers there is a information post available and staff ready to help. 3. Marking at the airport - how to reach the destination. Directional marking is based on static information boards. Labeling of public transport for arriving passengers is in the arrivals hall and directs passengers to the bus stop located in front of the passenger terminal. 26

27 4. Marking of surface transport intermodality. Leeds Bradford does not present such a good level in the field of marking of public transport and intermodality as East Midlands Airport. It should be noted that in some parts it is trying to refer to the current standards for the marking of transport. Elements such as logos and consistent colors dedicated solely to public transport serving the airport stand out and make finding transport far easier. An interesting idea is giving bus lines numbers corresponding to the numbers of aircraft types, for example 737, 757. Such a maneuver makes these numbers easier to remember and associate. The system of visual information and cohesion of public transport in the Leeds Bradford airport, is characterized by the lack of consistency, for example, there are no clear maps of bus routes, individual airlines do not have a distinct color markings and available timetables, whether in the form of leaflets or pdf at the airport, are not very clear. Picture 15 Example of bus schedule Leeds Bradford Source: Leeds Bradford 3.4 Edinburgh Airport (Great Britain/Scotland) Edinburgh Airport is definitely a larger regional airport, which in 2010 handled about 8.5 million passengers. The airport is managed by BAA (British Airport Authority airport operator), is the center of transportation for Scotland and the city of Edinburgh. It has no direct rail link. Public transport to and from this airport is realized by means of buses organized into three lines. Buses offer a connection to the airport with two main train stations in Edinburgh. 27

28 1. Virtual information how to prepare for the journey. Edinburgh Airport offers web standards typical of BAA. This is a transparent system with well-organized and structured information. Picture 16 Strona internetowa, informacje o transporcie publicznym Edinburgh Airport Source: Edinburgh Airport, Regarding public transport, there is a page called "door-to-door planner", which shows the available connections to / from the airport after entering information about your address. Posted are maps and bus links to carriers on which one can find accurate information about timetables and fares. 28

29 2. Sources of information at the airport - how to get the necessary information. As for getting necessary information at the airport, there are typical channels of communication such as leaflets and information kiosks. A characteristic feature for most of the airports operated by BAA is that for arriving passengers, in addition to the traditional information available, there is "further travel center" grouping in one place together all the possible options for transportation from and to the airport. This is a very convenient way to collect information on ground transportation. 3. Marking at the airport - how to reach the destination. In this case the marking is based on a typical and very good standard of BAA, which is static yellow directional signs with black letters. Information is grouped in sections, and the provision to passenger takes place gradually, giving information on each spot only for a given section of the journey. In addition, each of the directional information given at each stage requires a maximum of two decisions, also does not introduce additional confusion and does not make passengers feel overwhelmed by information. Picture 17 Typical directional signing Edinburgh Airport Source: BAA 4. Marking of surface transport intermodality. In this case, public transport is not strongly linked to the airport. Airport gives basic information on how to get to public transport but does not offer anything beyond that. There is no special marking, graphic design, integrated visual information that helps passenger find information about the transport. Edinburgh Airport in this respect does not stand out with anything positive as far as intermodal transport is concerned. 29

30 3.5 Dusseldorf Weeze (Germany) Dusseldorf Airport is a regional airport which handles movement of "low-cost" ailines. Just a dozen or so years ago it was a military airport which has been transformed into civil airport in the first period of activity as it has become a base for Ryanair, so that in a relatively short period it has increased its level of traffic. In 2010 Dusseldorf airport served 2.9 million passengers. At present the airport in Dusseldorf is trying to position itself as a low-cost intermodal point connecting air transport with surface transportation. Setting of the airport in the ground transportation network is presented on a map on Picture No. 18. Picture 18 Map of bus and rail connections from Weeze airport. Source: Dusseldorf Weeze 1. Virtual information how to prepare for the journey. Website of Weeze airport in simple and relatively poor graphically but provides all relevant information. Information on public transportation are easy to find and contain basics such as timetables, fares and phone calls to companies serving the lines. They also inform whether advance booking is necessary for the given connection. One drawback is the fact that one can not download the information in pdf form, although it is possible to transform the site into form convenient for printing. Page provides information in three languages: German, English and Dutch. 30

31 Picture 19 Website Dusseldorf Weeze Source: Dusseldorf Werze, Sources of information at the airport - how to get the necessary information. As befits an airport serving low-budget airlines, means used to convey information to passengers are poor. You can not find any dynamic information nor information kiosks. Guide on public transport is also not available. One of the few opportunities to gain additional information is encountered airport staff. 3. Marking at the airport - how to reach the destination. Marking at the airport is based solely on static directional signs pointing the way for the passengers; in the case of public transport, to bus stations located in front of the terminal. 31

32 4. Marking of surface transport intermodality. Although Weeze airport is trying to build an image of the airport offering intermodal connections, the means used to achieve this goal are very poor. Missing is: visible, especially in some ports in the UK, a consistent visual and information system with which the passenger is in contact at the stage prior to travel. Finding information and adequate public transport to Weeze airport is certainly difficult but not impossible. The absence of such elements as, for example, clear maps of connections or information on available rail and train schedule from the nearest railway station certainly do not encourage you to take advantage of these means of transport. 3.6 Frankfurt Hahn (Germany) Frankfurt Hahn is another airport, which after transformation of the military base has become an airport that supports a movement of low-cost carriers. Similarly to the Airport Weeze, Frankfurt Hahn is trying to build an intermodal center position. Public transport to / from the airport Hahn is based solely on bus routes. There is no direct rail link (connectivity map is presented in the graphic below). In 2010, Hahn airport served 3.5 million passengers. 32

33 Picture 20 Map of bus connections Frankfurt Hahn Source: Frankfurt Hahn 1. Virtual information how to prepare for the journey. Frankfurt Hahn Airport, has built a very interesting website with pictograms map presenting the available bus routes to and from the airport. Each route is marked by a distinct color. When you click on a route additional information on timetables, fares and carriers contact telephone open. Unfortunately, this information is only available in German, although the main web site lets you choose between English and German. 33

34 Picture 21 Website Frankfurt Hahn Source: Frankfurt Hahn, Sources of information at the airport - how to get the necessary information. In the case of Hahn Airport, the information system available at the airport is poor like in Weeze Airport. You can get random information and leaflets about bus connections, although they are not of aggregate information brochure standard. There is no airport information. 3. Marking at the airport - how to reach the destination. Directional marking is based on static boards, indicating the direction of the passenger's destination. In the case of Hahn airport there is unfortunately an excess of color marking. The idea of marking is not entirely clear and one do not know what functions are assigned to specific label colors. In addition, marking makes such an impression as if all the available information was presented in every possible place. Therefore, the marking causes additional information noise, which makes it difficult to absorb key information. 34

35 Picture 22 Example of marking Frankfurt Hahn Source: Frankfurt Hahn 4. Marking of surface transport intermodality. In the case of Hahn Airport, one will see a certain lack of consistency when it comes to information presented on the website and what is at the airport itself. Colors used on the pictogram map are not further pursued in the case of designation of bus stops or buses themselves. Also missing, for example, is dynamic information on the same bus stops, transferring data about the next bus departure times or the information in at least two languages. 3.7 Leipzig-Halle Airport (Germany) Leipzig-Halle is one of only two airports in this set which offers a fully intermodal connection of air transport to rail transport. The airport is connected to the rail network including a network of long-distance intercity rail, stopping at the airport every hour. Ticket window is at the airport in the departure hall. In this airport it is possible with the intermodal transport (rail / plane) to have luggage taken from and delivered to the passenger's home. Leipzig-Halle served 2.34 million passengers in Virtual information how to prepare for the journey. Leipzig-Halle airport website is complex and not very clear. It contains a very large amount of information, unfortunately not very bright and clear. Visual information systems are difficult to find and absorb. 35

36 Picture 23 Website Leipzig-Halle Source: Leipzig-Halle, Regarding public transport, information is available about the train schedule (available for download in pdf format), unfortunately only in German. In addition, information is available on the possibilities and costs of transporting baggage "door-to-door". 2. Sources of information at the airport - how to get the necessary information. Sources of information at the airport are the same as at most airports, the brochures and leaflets supplemented with hard-to-get-to kiosks and airport information. Although Halle airport has direct access to long-distance rail one can not see any additional information system targeted for passengers who want to benefit from this type of transport. 36

37 3. Marking at the airport - how to reach the destination. The marking at the airport Leipzig-Halle is based, as in other airports, on the static labeling. In case of this airport no innovative marking systems are applied, the passenger follows the direction of arrows and pictograms. Information is given in a similar manner as at the airports operated by BAA, ie, key information are placed in places where they are relevant to the passenger at the given time. 4. Marking of surface transport intermodality. Although the airport Leipzig-Halle in itself has excellent conditions for the development of intermodal connections the entire information system is not consistent and clear. There is a clear boundary between the part that is the responsibility of the airport, and that which belongs to the ground carriers, including the German Railways. Unification of information by bringing together these different modes of transport so that they constitute a monolith, seems to be a task that Halle airport has yet to perform. 3.8 Billund Airport (Denmark) Billund Airport is a regional airport located in the central part of Denmark. It supports both low-budget airlines as well as traditional feeder routes hauling passengers to larger airport hubs. In 2010 Billund had 2.57 million passengers. When it comes to connection of the airport with the region's transport system, it offers a number of bus connections. Airport has no direct rail link, although the train is available from the village to which there is a bus connection. 1. Virtual information how to prepare for the journey. Billund Airport offers a simple but clear web page, available in three languages: Danish, German and English. Regarding the presentation of information on public transport this website presents only basic information in the form of maps with marked bus stop locations, a list of bus lines along with links to selected operators. There are also links to rail carriers that operate from the village where buses go. Unfortunately, comprehensive information presented on this webpage is not legible and complete. 37