Standards : Airport Passenger Facilities

Standards : Airport Staff Service 

Typical "travel experience" at London Heathrow

Airport Web Site : information & assistance 

Public Transport facilities

Easy of access by car / parking facilities

Location / Availability of taxis

Location of hotel Shuttle buses

Location / Access to Car Rental facilities

Waiting times at Check-In

Availability of baggage carts through airport

Connecting passengers : int'l > int'l

Connecting passengers : int'l > domestic (vv)

Time / Distance to Boarding Gates

Directional signage around airport

Walking distances - Arrivals, Transit etc

Waiting times for baggage delivery

Comfort / facilities in "meet & greet" areas

Ease of use for "first time" passenger

Waiting times at Security screening

Efficiency of Security screening

Waiting times at Immigration

Attitude / Friendliness of Immigration staff

Customs Clearance procedures

Attitude of Customs staff

Seating Areas - Comfort & Capacity

Passenger crowding around terminal

Terminal Ambience & Decor

Cleanliness of Terminal areas

Standard of air conditioning

Natural daylight in Terminal

Views of aircraft / runways

Smoking policy / Smoking Rooms

Children's Play facilities

Washrooms - Numbers / Location

Washrooms - Cleanliness / Presentation

Showers - Numbers / Location

Showers - Cleanliness / Presentation

Disabled / Baby changing facilities

Transit Hotel / Dayroom facilities

Other Leisure facilities

Quiet / rest areas

Customer service counter facilities / service

Layout of tax free shopping areas

Selection of shop outlets

Prices of international brand items

Quality of Staff Service in shops

Language abilities of Staff

Selection of restaurants / food outlets

Prices of food and beverages

Staff Service in restaurants / food outlets

Language abilities of Staff