Jazmin Li
The aviation industry uses the term 'pax' as an abbreviation for 'passenger'. Airports and airlines publish the number of pax that pass through their facilities each year, and pax arrival refers to the number of passengers arriving at an airport. The COVID-19 pandemic has altered the behaviour of passengers, with people arriving at airports earlier than they did before the pandemic. Airports use software to monitor passenger flow and improve the experience of pax, and the data collected helps airports optimise their resource allocation.
| Characteristics | Values |
|---|---|
| What does PAX stand for? | Passengers and Passes |
| What does it mean? | Passenger |
| How is it used? | Counting passengers, e.g. 150 pax onboard |
| How are they counted? | As both an arrival and a departure. |
| How does this impact statistics? | Total passenger traffic counts all passengers arriving and departing. |
| How has COVID-19 impacted passenger behaviour? | Passengers arrive earlier, with longer stays. |
| How does this help airports? | Optimising resource allocation and staff rostering. |
| What is a PAX used for in airport design? | Computational simulations to evaluate the suitability of an architectural design. |
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What You'll Learn
Counting methods
The term "PAX" is used by airports and airlines to refer to passengers. Airports and airlines count PAX by tracking passenger traffic, which includes all passengers arriving, departing, and in transit. This data is used to compile monthly statistics and publish annual figures.
There are different methods for counting PAX, and the specific counting method used can depend on the context and the statistic being quoted. One common approach is to count each passenger as they arrive and depart, including transfer passengers. This means that a single passenger transferring between flights at an airport would be counted as two passengers – one arrival and one departure. This method provides a comprehensive count of all passenger movements within the airport.
However, some sources suggest that transfer passengers may occasionally be counted only once for simplicity, particularly when reporting public figures. In this case, a transfer passenger would be considered a single passenger for that airport on a given day, regardless of their multiple flight connections. This counting method focuses on unique passenger counts rather than total passenger movements.
To effectively manage resources and improve the passenger experience, airports also study passenger behaviour patterns. They analyse factors such as arrival times, flight destinations, and duration to understand how passengers move through the airport. This information helps in refining forecasts of passenger numbers at different touchpoints, such as check-in, security, customs, and boarding. By comparing these forecasts with the actual passenger flows, airports can optimise staff allocation, desk distribution, and even food production.
Additionally, live monitoring of passenger flows throughout the day allows airports to adapt their planning and resource allocation dynamically. By comparing the expected passenger behaviour with the reality, airports can identify green zones, indicating a lower-than-expected passenger volume, and red zones, indicating a higher-than-expected volume. This information empowers airport managers to make data-driven decisions and enhance their reactivity to actual passenger flows.
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Arrival times
Several reasons could contribute to this change in behaviour, such as fears of new control procedures or flight cancellations. By understanding these new arrival patterns, airports can optimise their resource allocation and improve passenger experience. For example, with knowledge of the current show-up profiles, airports can more accurately forecast passenger numbers at various touchpoints like check-in, security, customs, and boarding. This information enables more efficient desk allocation, staff scheduling, and even food production in airport food areas.
To effectively manage resources, airports use tools like Smart Flows, which monitor passenger flow from entrance to exit. This technology helps airports adapt to the dynamic nature of air travel, where delays, gate changes, and other unforeseen events can impact passenger behaviour. By comparing the initial plan with real-time data, airports can identify areas of overstaffing or understaffing and make adjustments to improve efficiency and reactivity.
In addition to resource management, arrival times play a role in passenger profiling and airport design. Airport stakeholders use the concept of PAX, representing a standard unit of a passenger, in computational simulations to evaluate architectural designs and processing procedures. Recent studies have reclassified passengers based on time sensitivity, engagement, proficiency, and travel purpose, challenging the traditional assumptions about the "typical" air traveller.
Overall, the arrival times of passengers at airports are influenced by a range of factors, and understanding these patterns is essential for optimising airport operations, enhancing passenger experiences, and informing airport design.
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Passenger behaviour
The COVID-19 pandemic has significantly altered passenger behaviour at airports. Passengers have been showing up earlier than usual, with an average increase of 10 minutes, and longer stays at the airport. The main factor influencing the time spent at the airport is the flight destination and duration. This has led to changes in resource management, including staff allocation and the number of lines open at security.
To better understand these new patterns, airports have been using software such as Smart Flows to monitor passenger flow and improve the passenger experience. This has allowed airports to adapt their planning and resource allocation to match the actual passenger flows, such as adjusting the number of check-in counters and their operating times based on passenger arrival distribution and processing patterns.
In addition to the changes in arrival times and durations, the pandemic has also impacted passenger behaviour in other ways. Travel restrictions and border closures have prolonged the recovery process, and passengers now prioritise their health and safety when travelling. Airports have responded by introducing hygiene and health measures to boost passenger confidence.
Even before the pandemic, airports aimed to provide a stress-free experience for passengers. To achieve this, airports have implemented various initiatives, such as the Airport Service Quality (ASQ) programme, which measures passenger satisfaction across 34 key performance indicators. This helps airports gather feedback and make improvements to enhance the overall passenger experience.
Understanding passenger behaviour is crucial for efficient airport operations and resource utilisation. By analysing passenger arrival patterns, airports can optimise check-in counter operations, reduce congestion, and improve passenger flow. This involves considering factors such as aircraft type, size, time allowed for check-in, ticket status, and processing time of staff.
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Passenger categorisation
The term "PAX" is used in aviation to refer to passengers or persons. While the origin of the term is unclear, it is widely used in the industry to refer to passengers.
When it comes to passenger categorisation, a recent study proposed a classification system based on four interconnected categories: time sensitivity, degree of engagement, proficiency, and travel purpose. This study found that there was a direct relationship between passenger time sensitivity and proficiency, and an inverse relationship between time sensitivity and engagement.
Additionally, the typical airport passenger targeted by airport designers—a traveller with a high sensitivity to efficient processing and a desire to engage with airport amenities—was not found among the 167 passengers interviewed in the study. This highlights the challenge in defining a "typical" air traveller, as air travel becomes increasingly popular and passenger profiles become more diverse.
Airport stakeholders often use the concept of PAX in computational simulations to evaluate the effectiveness of architectural designs and processing procedures. PAX can be viewed as passive entities with prescribed routes or as individuals who may become confused and lose control, or who confidently navigate the airport and choose their activities.
Understanding passenger behaviour patterns is crucial for airport management, especially in the context of the COVID-19 pandemic, which has altered passenger behaviour. For instance, passengers are arriving at airports earlier than before, and longer flight durations are associated with longer stays in airports. By monitoring passenger flows, airports can optimise resource allocation, staff rostering, and improve the overall passenger experience.
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Passenger experience
The arrival process at an airport is an important aspect of the overall passenger journey, and enhancing this experience can elevate an airport's reputation. Passengers are keen to complete this process swiftly, as they may have someone waiting for them, a meeting to attend, or they may simply be tired from their trip. Therefore, it is essential to understand the key factors that contribute to a positive arrival experience.
One crucial factor is the efficiency of the arrival process. Airports can streamline procedures by adopting self-service check-in kiosks, online check-in options, and automated security checks, reducing wait times and passenger stress. Clear signage and staff assistance are also vital to guiding passengers smoothly. Digital displays and multilingual signs providing real-time updates on flight statuses and gate changes keep passengers informed and reduce confusion.
The comfort and convenience of the airport facilities play a significant role in the passenger experience. Modern terminals with ample seating, charging stations, and relaxing lounges enhance the overall satisfaction. A variety of dining and retail options cater to diverse tastes, and the implementation of green spaces and art installations can create a more pleasant atmosphere.
Additionally, the level of customer service received significantly impacts a passenger's experience. Airports should ensure staff are friendly, helpful, and knowledgeable. Staff trained to be welcoming and proactive in assisting passengers can ensure travellers feel valued and supported. Quick and practical solutions to issues and the availability of customer service desks throughout the terminal contribute to a positive experience.
Furthermore, the utilisation of technology can greatly enhance the arrival experience. Airports are increasingly deploying self-service technology, artificial intelligence, and real-time data sharing to achieve a seamless journey. For example, Glasgow Airport has introduced an AI-powered digital assistant, improving accessibility and reducing staff queries. Mobile apps can also provide personalised notifications and wayfinding assistance, making navigation easier for travellers.
By focusing on these key areas, airports can significantly improve the passenger experience during arrival, ensuring travellers feel satisfied and valued.
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Frequently asked questions
PAX is an abbreviation for "passenger".
Airports count all passengers arriving, departing, and in transit. A transfer passenger is counted as one arriving and one departing.
Passengers have been showing up at the airport earlier than they used to, with longer stays in airports.
A PAX counter is a device used for counting passengers.
