Airports Test New Terminals with Volunteer Passengers

Pittsburgh International Airport (PIT) is set to unveil its new $1.7 billion terminal this October, a project designed by a collaboration of architectural and engineering firms, including Gensler, HDR, and Luis Vidal + Architects. As the airport nears completion, it is essential to ensure that all systems are operational and ready for the influx of travelers. To achieve this, PIT will conduct two public trial days, or dress rehearsals, where volunteers will act as passengers to test the terminal’s functionality.

The first trial is scheduled for September 20, where approximately 1,000 volunteers out of 18,000 who expressed interest will participate. “We want to recreate Day 1 before it actually happens,” said Daniel Bryan, the consultant leading PIT’s operational readiness and transition team. Volunteers will follow specific scripts, simulating the entire airport experience—from checking bags to navigating security checkpoints—without actually boarding any flights.

Bryan and his team are optimistic about the core systems, which have undergone extensive testing in isolation. “This will be the first time we’ll see the building come alive,” he remarked, emphasizing the importance of identifying any issues related to acoustics, wayfinding, and overall passenger experience. The trials not only test the airport’s systems but also provide staff with the opportunity to practice and build confidence in their roles. “By the time the first passengers walk in the door on Day 1, we want our people not to just know what to do; we want them to know that they’ve done it already,” Bryan added.

A similar approach was taken by San Diego International Airport (SAN), which held a passenger test day on September 14, just days before the opening of its $3.8 billion Terminal 1, designed by Gensler in partnership with Turner-Flatiron. Angela Shafer-Payne, SAN’s chief development officer, expressed confidence in the systems due to the rigorous requirements placed on contractors, including a comprehensive 8,000-page checklist for the baggage handling system. However, she acknowledged that the simulation day represents a different level of activation for the systems.

During the test, 1,000 volunteers were assigned roles as different types of passengers—such as business travelers or families—and were tasked with completing various steps of the travel process. This included parking, checking in luggage, going through security, and visiting concessions. Feedback from these volunteers is invaluable for identifying areas for improvement. For instance, testers noted issues with the paging system volume and suggested enhancements to signage for outdoor dining areas and oversized baggage belts.

Kansas City International Airport (MCI) also conducted a test day for its new $1.5 billion terminal in 2023. Despite taking place on Valentine’s Day, the event drew significant interest, with many eager to be among the first to experience the new facility. Justin Meyer, MCI’s deputy director of aviation, highlighted that one of the main goals of the test day was to ensure that all technology was functioning correctly. “We wanted to make sure that scanners were scanning, that systems were talking to each other, and that bags were delivered to the right baggage belt,” he explained.

While most systems performed well, volunteers provided feedback that led to adjustments in signage and restroom facilities. For example, after the test day, the airport discovered that paper towels were shredding and creating a mess on the floor, prompting a switch to a more durable option. Additionally, some soap dispensers were dispensing too much soap, a problem that was quickly rectified.

Interestingly, many volunteers became so engrossed in exploring the terminal that they arrived late or missed their simulated flights. “Everyone was just so excited to be in the terminal and walking around,” Meyer noted. This amusing outcome highlighted the enthusiasm surrounding the new facility and the importance of creating an engaging passenger experience.

As airports across the United States continue to invest in new terminals and upgrades, these volunteer test days serve as a crucial step in ensuring that everything is in place for a smooth opening. By gathering feedback from real people, airports can refine their operations, enhance passenger experience, and ultimately set the stage for successful travel experiences.

In conclusion, the practice of inviting volunteers to simulate passenger experiences is becoming a standard procedure for airports preparing to launch new terminals. It not only helps identify potential issues but also fosters a sense of community and excitement around the new facilities. As travelers look forward to these modernized spaces, airports remain committed to delivering efficient and enjoyable experiences from the moment passengers arrive until they depart.