Template revised April 12, 2018.
COMMISSION
AGENDA MEMORANDUM
Item No.
7b
BRIEFING ITEM
Date of Meeting
June 11, 2019
DATE: June 5, 2019
TO: Stephen P. Metruck, Executive Director
FROM: Lance Lyttle, Managing Director Aviation
Kathy Roeder, External Relations Communications Director
SUBJECT: Airport Passenger Travel Awareness Summer 2019 Briefing
EXECUTIVE SUMMARY
The Seattle-Tacoma International Airport (SEA) is projected to continue record-setting
passenger volumes this summer with several days of record breaking travelers using the airport
access roads, passing through the main terminal checkpoints and being processed through the
international arrivals facility. The purpose of this briefing is to provide information to the public
about what the Port of Seattle is doing to prepare for the peak season and how travelers can
get the best possible experience at the airport this summer.
ACTION SUMMARY
The Port has developed and will execute an integrated plan of operational efficiencies, strategic
communication and direct customer assistance to provide the safest and best customer travel
experience possible during an anticipated busy summer season.
Operational Efficiencies
1. Access Roads/Parking
The highest operational priority this summer for providing a smooth travel experience
begins on the access roads and in the parking facility. Port staff has been monitoring and
providing mitigation relief during peak periods of the day to assist travelers with a
smooth transition from vehicle to terminal. Staff messaging to the traveling public
includes:
a. Use alternatives for driving to the airport. Take light rail, public transit, taxis, airport
shuttles or ride-share vehicles. Public transportation is by far the best option if you
want to stay out of a traffic jam. Use Link Light Rail to travel all the way to the
airport or meet your party at one of the nearby stations. Tukwila and Angle Lake
stations offer free parking one stop away to avoid airport traffic headaches. Electric
COMMISSION AGENDA – Briefing Item No. 7b Page 2 of 6
Meeting Date: June 11, 2019
Template revised September 22, 2016.
carts are also available for those who may need the extra help from the station to
the airport terminal.
b. Arrive early! Travelers are encouraged to leave plenty of time to get to the airport,
check in for their flight, and clear security. Screening lanes experience unpredictable
spikes in congestion. Plan on arriving at the airport at least two hours in advance
for a domestic flight, and three hours for international travel.
2. Main Terminal
a. The Port of Seattle and Sea-Tac Airline Consortium are committing resources toward
additional staffing to enable the TSA to prioritize its staffing for dedicated screening
functions. The Port has invested almost $3.62 million to provide more efficient
screening equipment with the use of nine Automated Screening Lanes, with two of
these lanes being completed on May 18. Construction is also underway for two
additional security lanes; one at Checkpoint #4 to be completed by June 14, and one
at Checkpoint #1 to be completed by July 3. Other operational improvements
include a better distribution of passengers throughout the terminal and improved
passenger queue wait times for Pre-Check (#1 and #4) and General Screening (#2, #3
and #5).
b. Key performance metrics include: a general screening average wait time less than 20
minutes and a Pre-Check screening wait time less than 15 minutes.
3. Federal Inspection Services (FIS)
a. During peak periods, we continue to focus on reducing stress and physical
discomfort for passengers with enhanced information tools, more personal
assistance to customers and an improved waiting environment (e.g., cooler, cleaner,
water).
b. CBP and the Port have been utilizing the Reimbursable Services Program (RSP)
agreement funding monthly to provide additional staff during the peak period of the
day. Improvements have been noticeable with reduced “hold on board” events and
reduced wait times for passengers holding in the international corridor.
c. Additional contract customer service staff have been hired and deployed to assist
passengers and baggage through the federal processing requirements.
d. Key performance metrics include: a maximum connection time (MCT) of 90 minutes
between the FIS and a connecting flight.
COMMISSION AGENDA – Briefing Item No. 7b Page 3 of 6
Meeting Date: June 11, 2019
Template revised September 22, 2016.
Communications/Direct Customer Assistance
Sea-Tac will employ numerous communication channels to create clear customer expectations
in advance of and during the travel journey about conditions at the Airport, including in the
terminal and with roadways/parking. In addition to the communications plan, significant
resources are dedicated to direct assistance for customers navigating the terminal provided by
customer service staff representatives, short-term and contracted customer service staff
support, and with Airport Volunteers.
Throughout the terminal passengers will see customer service videos and slide shows
reinforcing tips for efficient travel, highlighting the latest Sea-Tac amenities, and building
excitement for projects coming soon.
At the current Federal Inspections Services (FIS) passengers will see newly installed large screen
kiosks with customer service instructions about how to clear customs, retrieve baggage, and
transfer or exit the airport in multiple languages. The screens will also show renderings of the
new IAF, coming in summer 2020.
At the current FIS baggage claim area, new large video screens installed over baggage claim
carousels will show similar customer service messages to assist transferring and arriving
passengers, and show renderings of the new IAF, coming in summer 2020.
The Port’s External Relations Communications team will run a summer campaign with three
goals:
1. Build excitement for new amenities and services at Sea-Tac
2. Provide tips for airport users to have the most rewarding travel experience possible
3. Educate the public on Port actions to make travel more efficient, sustainable, and
personally rewardable, while expanding economic opportunities
4. Provide information in several languages using the various ethnic media channels under
contract and add new ones, as appropriate.
Priority calls to action for the summer campaign are:
1. Download the app for an interactive airport map and real-time checkpoint wait times.
2. Security checkpoint wait times are unpredictable. Get here two hours ahead of time for
a domestic flight and three hours for an international flight.
3. Pack carry-ons appropriately to avoid delays with re-screening. Electronics larger than a
cell phone must be removed from carry-on luggage and limit carry-on food items for
faster screening.
COMMISSION AGENDA – Briefing Item No. 7b Page 4 of 6
Meeting Date: June 11, 2019
Template revised September 22, 2016.
4. Avoid driving to the airport. Link light rail is by far the best option if you want to stay out
of a traffic jam. Public transit, taxis, airport shuttles or ride-share vehicles are other
great alternatives for driving to the airport. If you must drive, think opposite. In the
morning, drop off passengers on the Arrivals level. In the evenings, arrange to meet
your passengers on the Departures level. Going opposite gets you out of the traffic
crunch.
5. Heed the pathfinder. The shortest lane is not always the fastest.
The campaign utilizes milestone moments this summer and continues with media tours, Port
blog posts, and paid promotions.
Major milestones and media tours:
May -- Puget Sound Business Journal and KIRO media tour of ongoing capital projects
(Completed)
June 4 -- Launch marketing campaign to “say goodnight” to the old N gates. Includes
social media promotion and passenger giveaways.
June 11 – Kick off to summer travel press release and interviews
Date TBD North Satellite grand opening event and media tour
July 5 – Kick off to a “ride-the-cart” promotional campaign developed in coordination
with Sound Transit. Creative collateral will appear on light rail trains and in Sea-Tac
terminal.
July 9 – Sea-Tac Airport 70th birthday announcement and events (still being developed)
Late July -- Blogger and food influencer tour featuring Washington food and beverages
at the airport
TBD Blogger and small business influencer tours of women and minority-owned
businesses at the airport
Early September – IAF Passenger bridge installation
Port blogs and paid promotions will highlight traveler tools that can make a trip more efficient
and enjoyable. Examples include:
Use the Apps! Check out the new Sea-Tac Airport App to watch security checkpoint wait
times, search for your flight, find yourself on the terminal map, and search for
restaurants, lounges, the meditation room or your favorite retail store. The app is
available on iPhones and Android. Also, use multiple other apps to help you navigate
and enjoy the airport.
Sign up for text alerts. Get text updates about what's happening at the airport by
texting "Update" to 206-347-8045.
Sign up for free and paid Trusted Traveler Programs such as TSA PreCheck, Global Entry
and CLEAR to get you through the lines faster. These expedited security programs help
COMMISSION AGENDA – Briefing Item No. 7b Page 5 of 6
Meeting Date: June 11, 2019
Template revised September 22, 2016.
for both domestic and international travel, including a faster way through customs with
Automated Passport Control and Mobile Passport Control.
Blind and low vision travelers can try new assistive technology with Aira, with the Port
providing free connection service while at the airport.
Cruise passengers can explore Seattle luggage free. Passengers sign up for the
complimentary Port Valet program while on their cruise, then receive their airline
boarding pass before leaving the ship. With a boarding pass in hand, and without their
luggage, passenger wait time for elevators is reduced along with congestion at the
check-in counters for all Sea-Tac passengers.
New options for traveling with pets! Three new pet relief areas are installed inside the
terminal for easier customer access and compliant with Americans with Disabilities Act
(ADA). You can find them in the North and South Satellite and Central Terminal near
Concourse B. Check our website for an up-to-date map and info.
More amenities for traveling parents! Sea-Tac has seven nursing suites throughout the
airport.
Be sure to check with the City of SeaTac to see if there are any road construction
projects that might hinder your access to the airport.
Avoid driving to the airport if you can. Here’s why and what to expect from the Port of
Seattle Police. Port of Seattle Police officers will patrol the Airport Expressway to
prevent motorists from parking on the shoulder, and Traffic Support Specialists will be
deployed on the Arrivals and Departure drives to assist with traffic flow. If you do drive,
park at the Sea-Tac Airport garage and walk into the terminal.
Be ready for security checkpoints. Once travelers get to the airport, Sea-Tac and its
partners in the Transportation Security Administration want to help you move through
security checkpoints as quickly as possible. Enhanced security measures now in effect at
Sea-Tac and airports nationwide require travelers to remove electronics larger than a
cell phone from their carryon luggage.
Be thoughtful with food. Sea-Tac recommends that unless you plan on eating food at
the airport or on your flight, consider packing your holiday treats in your checked
luggage. Keeping food or liquids in your carry-on luggage might have to be screened
twice.
Take pathfinder advice. The shortest line might not be the fastest line. Checkpoints
with more lanes might have longer lines but can process passengers through security
more quickly.
COMMISSION AGENDA – Briefing Item No. 7b Page 6 of 6
Meeting Date: June 11, 2019
Template revised September 22, 2016.
Something new every 90 days: Dramatic improvements are coming soon through the
North Satellite Modernization, International Arrivals Facility and Central Terminal
Renovation Project, and one you don’t see, the Baggage System Upgrade.
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