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Consequently, when providing new airport facilities and when running the existing ones, the BAA needs to know, firstly, what air passengers do when they pass through its airports, and, secondly, what kind of airport they would like us to provide them with. Armed with this knowledge of passenger behaviour and expectation the BAA can then set about providing airport facilities which are effective, economic and which are what the air passenger wants. In this chapter I shall describe briefly two surveys we undertook to assess passenger behaviour and expectation.

Signing to specific access point r e q u i r e d . 5. Reassurance at access point. 6. Relation of bus number and destination. 7 . Detailed information on route and times. ) giving the general information is at every access point to the Interchange and also at b u s / r a i l and rail/bus intermediate access points. At all stages the design aim is both tcrguide and r e a s s u r e : the pattern is continuous from distant visual appreciation through to the main buildings and to the attendant facilities and finally to when the passenger joins his chosen mode of transport.

We can therefore summarise the conclusions of the survey as follows. The behaviour of passengers arriving by air at the airport is almost entirely orientated towards reclaiming their baggage and getting away as soon as they can. In contrast, the behaviour of passengers departing by air from the airport is much more leisurely - they spend only a small proportion of their time actually queueing or being processed. The rest of their time is spent in a relaxed manner, making use of the ancillary facilities of the air terminal building.

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