Customer Care: Airport Standards Manual

Customer Care
Airport Standards Manual
Fifth Edition July 2008

William R. DeCota
Director
July 2008
To our Airport Partners:
Almost ten years ago, we set out on a journey to improve customer satisfaction at The Port Authority of New York
and New Jerseys airports. The foundation of our program continues to be our Airport Standards and I am
pleased to share with you this 5th Edition of the Airport Standards ManualCustomer Care Standards that have
been developed in cooperation and assistance from you, our Airport Partners.
The overall objective of our Customer Care Program is to improve the customer experience at the Port Authority
airports regardless of who provides the service. Every airport employee, whether they are Port Authority employees
or Partner employees, contributes to the ultimate quality our customers experience.
This updated edition also includes some basic standards for cargo services as a start to evolving a Cargo Care
Program. These standards will form the baseline of our performance measurement program under development
for the cargo business at our airports. The cargo standards will evolve with the assistance and partnership of our
cargo partners as we move forward to measure and monitor performance in all areas of the airport experience.
As a team and airport community, we have made tremendous progress with our customers over the years, as
our customers have recognized improvements year over year and have become more delighted and pleased with
the services provided by all of us. But improvement only comes with conscientious effort and determination.
Through the Customer Care Program, we have offered customer care training to all airport employees; we utilize
a bi-weekly mystery shopping program, a semi-annual facility quality assurance inspection program as well as
our annual customer satisfaction survey. As we listen to our customers and partners, we seek to implement best
industry practices as we jointly develop the Airport of the Future using tested and new technologies and comply
with ever changing government regulations. This manual is another tool in this toolkit of performance enhancement
strategies and I recommend you employ its contents in your daily operation, and ensure that all your employees
and contractors are familiar with its guidelines and requirements.
We at The Port Authority of New York and New Jersey want to thank you and the many people who work together
at the airports everyday to provide a positive and affirming experience for our customers. With your continued
support and our joint commitment, we believe that Customer Care will continue to thrive at our airports.
Sincerely,
Lysa C. Scully
Assistant Director
Customer, Cargo, Concessions & Airport Services
Aviation Department
Aviation Department
225 Park Avenue South, 9th Floor
New York, NY 10003
Customer Care
John F. Kennedy International Airport
Newark Liberty International Airport
LaGuardia Airport
Stewart International Airport
Teterboro Airport
Downtown Manhattan Heliport
Prepared and Published by

The Port Authority of New York & New Jersey Aviation Department
Customer, Cargo, Concessions & Airport Services Division
Copyright 2008 The Port Authority of New York & New Jersey
All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or database, or transmitted in any form or by any means,
electronic, mechanical, photocopying, recording, or otherwise, without the prior written permission of The Port Authority of New York & New Jersey.
Table of Contents
INTRODUCTION & PERFORMANCE MEASUREMENT PROGRAM
1.0 Employee Attitude, Appearance, Awareness and Knowledge 16
2.0 Curbside 19
3.0 Flight Check-in Areas 21
4.0 Walkways, Corridors, Elevators & Escalators 24
5.0 Passenger & Baggage Screening Areas 26
6.0 Restrooms 28
7.0 Gate Areas 31
8.0 Retail Services 34
9.0 Food & Beverage Services 38
10.0 Baggage Claim 42
11.0 Ground Transportation & Welcome Centers 45
12.0 Taxi Dispatch Service 50
13.0 Parking Lots & Garage Services 51
14.0 Construction 54
15.0 Charter Operations 56
16.0 Ramp & Airside Areas 58
17.0 Assistance to Stranded Passengers 61
18.0 AirTrain Stations and Vehicles 63
19.0 Assistance to Passengers with Reduced Mobility (PRM) 69
20.0 Public Circulation & Queue Management 73
21.0 Orderly Evacuation & Resumption of Services 76
22.0 Cargo Services 81

INTRODUCTION
The Port Authority, in cooperation with its partners, the airlines, terminal operators and service providers,
developed this edition of the Airport Standards Manual (ASM) Customer Care Standards for the benefit of all
airport customers. The ASM serves as the primary document outlining the customer care and service-related
responsibilities incumbent upon employees working at Port Authority airports. The Standards focus on the
elements of airport services and facilities that most impact customer satisfaction at Port Authority airports as
determined by analysis of customer surveys and other customer feedback mechanisms. The Standards fall
under three broad categories:
Customer Care (including cargo);

Signing and Wayfinding;
Terminal Planning and Design Standards (Passenger and Cargo Facilities)
The ASM will continue to evolve and grow to meet the demands of our customers through changes in operating
procedures, facilities, government regulations and the introduction of technology by the aviation industry.
I. PURPOSE
The Port Authority, in cooperation with its partners, the airlines, terminal operators and service providers,
developed this edition of the ASM Customer Care Standards for the benefit of all airport customers. The Port
Authoritys objective is to maximize utilization of the ASM as one tool to effectively manage customer care.
This ASM defines Customer Care Standards and the Airport Performance Measurement Program. It is made
available to all partners. Hence, it is expected that the Port Authority and all employers on the airports will strive
to meet or exceed these standards.
The ASM will continue to evolve and grow to meet the demands of our customers through changes in operating
procedures, facilities, government regulations and the introduction of technology by the aviation industry.
II. THE STANDARDS
The Customer Care Standards focus on the most salient elements of airport services and facilities that impact
customer care satisfaction.
Separate publications promulgate several design-related standards, such as:
Adequate or Sufficient lighting standards that conform to the Illuminating Engineering Society of North
America (IES-NA) Lighting Handbook, 8th Edition, Section 11 as they pertain to the respective areas
and activities.
Customer Care Airport Standards Manual Fifth Edition July 2008 1

Introduction (continued)
All signs shall be in conformance with the Port Authority Aviation Department Signing and Wayfinding
Standards Manual as well as those areas addressed in this manual.
All Terminal Planning shall be in conformance with the Port Authority Aviation Department Terminal
Planning and Design Standards, including recommended design guidelines for Restrooms, Check-in Areas,
Gate Areas, Security Checkpoints, Corridors and Walkways, Concessions Locations are subject to Tenant
Alteration Application (TAA) Procedures and Standards Guide reviews and subsequent addenda.
All Airport Partners must adhere to the Airport Rules and Regulations.
The Customer Care Standards implemented at Port Authority airports are measured and reviewed regularly
against best industry practices to gauge the need for changes or augmentation. The measurement process
includes, but is not limited to customer surveys, mystery shopping, facility quality assurance evaluations, focus
groups and other data gathered for the Port Authority.
This edition of the ASM introduces a set of cargo standards and performance measures for specific areas.
Focusing on the areas that most impact our cargo customers, these initial standards will continue to evolve
through the assistance and cooperation of our air cargo business partners.
Given that the standards evolve over time, the enumeration and numbering of these standards within the ASM
may differ from prior ASM editions due to modifications, additions or deletions of standards. A designation at the
end of each of the standards, where applicable, indicating whether the standard is a high or routine priority.
High priority standards typically require capital intensive or long-term solutions or are possible life-safety
issues. Routine priority standards are cleanliness, maintenance or conditional issues that may be immediately
remedied via currently available staff and equipment without impeding customers or causing life-safety concerns.
All standards of Employee Attitude, Appearance, Awareness and Knowledge are considered high in nature.
III. IMMEDIATE ACTION ITEMS
Certain aspects of the Mystery Shopping and Quality Assurance Facility Evaluation process are deemed to be
Immediate Action Items, requiring immediate attention. These items include:
Safety and Security concerns

Rudeness/indifference to customers
Excessive disrepair
If Mystery Shoppers/Q.A. Facility Evaluators witness any of these conditions they will immediately notify the
proper airport contacts to call:
EWR: 973-961-6154
JFK: 718-244-8158
LGA: 718-533-3700

Airport Performance Measurement Program (APMP)
I. SERVICE COMMITMENT
The Airport Performance Measurement Program (APMP) provides the framework outlining the process that
encourages actions and a commitment to customer care regardless of who provides the service. More
specifically, the APMP is designed to:
1) Recognize Satisfactory performance by Partners who continue to improve customer satisfaction.
2) Provide a useful management tool to identify to Partners the areas that Needs Improvement.
3) Monitor actions taken to address deficiencies in a timely manner.
All airport employees are responsible for upholding the Airport Standards Manual (ASM) Customer Care
Standards and The Port Authority and its Partners are responsible for adopting these standards and
implementing them within their respective service areas.
Commitment to upholding the standards is essential for providing quality customer care. High levels of customer
satisfaction should be the natural outcome of commitment to and compliance with the Standards. A Partners
performance is considered to be Satisfactory when it achieves high marks in a series of objective
evaluations designed to measure performance of contractual responsibilities in light of ASM requirements.
There is, however, an important distinction between the level of customer satisfaction achieved by a Partner, and
the Partners level of commitment and compliance to the ASM. Customer satisfaction is useful in measuring the
customers perceptions about each Airports services, but does not directly evaluate a Partners commitment,
compliance, or performance. Similarly, Partner compliance is a useful measure to determine how committed a
Partner is to implementing the ASM; yet this may not be reflected in the Partners level of customer satisfaction.
Where feasible, the two elements, customer satisfaction and Partners commitment, must be measured and
evaluated together to determine a Partners true effectiveness and the effect the ASM Customer Care
Standards and the APMP have on customer care.
II. OBJECTIVES
The overall objective of the APMP is to improve the quality of customer care offered at Port Authority airports
regardless of who provides the service. Every airport employee, whether they are Port Authority employees or
Partner employees, contributes to the quality of customer care.
Where the ASM Customer Care Standards defines good customer care, the APMP defines performance
measurement and provides a management tool to recognize Satisfactory performance and to monitor
actions taken to address areas that Needs Improvement.

Airport Performance Measurement Program (APMP) (continued)
By using the ASM and the APMP together, the Port Authority and its Partners gain an understanding of the
commitment necessary for quality airport customer care.
The APMP also outlines how Scorecards are developed and explains the method used in periodically
determining each Partners performance. The Scorecard is the measure of a Partners performance in a specific
area. The Scorecard may be a combination of several different measurement tools including customer
satisfaction surveys, mystery shopping and quality assurance facility evaluations.
III. METHODOLOGY
This section proposes a general framework for a quantitative strategy to:
(1) Measure Partners performance.

(2) Provide an objective means for recognizing Satisfactory performance.
(3) Monitor actions required by Port Authority staff and Partners in areas that Needs Improvement that
will help improve performance.
Accordingly, the APMP identifies the elements that are most important to customer care and provides a
recommended strategy for assessing Partners performance.
To begin with, Figure 1 briefly illustrates the various steps of the Customer Care process used to develop the
ASM Customer Care Standards and to integrate them with the APMP. There are three major components to the
development of the APMP:
PROGRAM OVERVIEW
Priorities
Partner Plan
Security Regulations Standards &

Performance
Measurement Customer Care
Customers Direction (APMP)
Communication Plan
Cost Benefit Other Programs
Figure 1

1. Airport Standards Manual (ASM) Development. The Port Authoritys objective is to maximize
utilization of the ASM as an effective customer care management tool. See page 1.
2. Port Authority Contracts and Permits. This component encompasses the development and
introduction of standard language for contracts and permits requiring the commitment of all Partners to
improve customer care through several actions including, but not limited to, Employees Attitude,
Appearance, Awareness and Knowledge, Cleanliness, Condition and Functionality of all public areas
impacting a customers airport experience.
3. Port Authority Leases. All references to the Airport Standards Manual in the standard lease document
shall be interpreted as a commitment to all components of the latest edition of the Airport Standards
Manual including Customer Care Standards, Signing and Wayfinding Standards and Passenger and Cargo
Facilities Design & Planning Standards. Any new construction, terminal modifications or renovations shall
be handled in accordance with existing Port Authority Tenant Alteration Application (TAA) procedures.
The APMP is a process designed to facilitate Partners efforts in this area and is described in more detail in the
following paragraphs.
A. Monitoring Tools
The Port Authority has developed a quantitative performance measurement strategy that measures Partners
performance. By limiting the data measurement tools to a few key sources rather than a multitude of sources
that employ different collection techniques and scoring methodologies, the Port Authority and its Partners can
focus on a few critical metrics. Mystery shopping, quality assurance facility evaluations, and additional non-survey
data collection, all monitor Partners performance. The customer satisfaction survey measures customer
perception of various services and facilities at each airport. These measuring tools are proactive efforts
undertaken periodically to track compliance to or implementation of the ASM with the objective of improving
customer care:
1. Customer Satisfaction Survey The annual Customer Satisfaction Survey conducted in the spring
(May /June) quantifies customer evaluations regarding the quality of the facilities and services. Randomly
chosen departing passengers in the gate hold lounges and arrival passengers in the Baggage Claim area,
curbside and at AirTrain platform entrances (EWR only) are asked to rate various service and facility
attributes on a scale of 1 to 10 (1 being unacceptable and 10 being outstanding). Passengers
assigning a rating of 8 to 10 are deemed to be highly satisfied. A satisfaction score is obtained by
dividing the number of passengers who are highly satisfied with the service/facility by the total number of
passengers polled.

2. Mystery Shopping The mystery shopping is conducted semi-monthly and its report, Figure 2,
summarizes the performance and quality of various operators and services at each of the airports based
on selected criteria representative of all the key attributes for each Airport Standard with a focus on
Employee Attitude, Appearance, Awareness and Knowledge. Each of the criteria are given a score of 0 if
the service meets the Standard or 1 if it does not meet the Standard. The results are then totaled and a
corresponding percentage Gap to Acceptability (defined as the percentage of standards measured that
are deemed deficient) is reported for each Partner. This method of data collection provides some
measure of Partner performance for all of the service standard categories.
MYSTERY SHOP SUMMARY REPORT
Property Number: EWR-TO

Property Name: Newark Terminal Operator PA
Date of Evaluation: 4/3/2007
Previous Evaluation: 3/7/2007
Standards Standards Rolling Previous Gap to

Missed Evaluated Average Score Acceptability
TERMINAL 56 212 42.33 39 26%
CURBSIDE DEPARTURE 13 44 10.67 8 30%
Overall Cleanliness/ Conditions 7 6.00
Curbside Departure 13
Standards of Cleanliness 4
Standards of Condition 3
Standards of Functionality 1
Signs, Directions, and Information 0
Standards of Employee Attitude, 5 3.33

Appearance and Knowledge
Figure 2

3. Quality Assurance Facility Reports Quality assurance facility reports, Figure 3, provide summarized
routine and high priority deficiencies. Based on cleanliness, condition and functionality. Each criteria are given
a score of 0 if the standard is met or 1 if it does not meet the standard. Routine deficiencies are quick
fixes identified with mostly cleaning or management issues, while high priority deficiencies are those addressing
condition and functionality and are more likely to be capital intensive and/or long term fixes. The high and
routine deficiencies identified through quality assurance facility evaluations are then totaled and distributed to
all partners for follow up actions.
QUALITY ASSURANCE FACILITY SUMMARY REPORT
Property Number: EWR-TO

Property Name: Newark Terminal Operator PA
Date of Evaluation: 4/11/2007
Previous Evaluation: 11/9/2006
Standards Standards Previous High Routine

Missed Evaluated Score
TERMINAL 259 1775 100 30 229
CURBSIDE DEPARTURE 13 25 N/A 1 12
Curbside Departure Terminal B 13 1 12
Standards of Cleanliness 5 0 5
Standards of Condition 6 1 5
Standards of Functionality 2 0 2
Signs, Directions, and Information 0 0 0
Figure 3

4. Additional Data Collection and Partners Information This includes working with Partners and
monitoring respective action plans and collecting appropriate data such as processing or wait times where
queuing or delivery normally takes place. Two areas where measurement began in 2008 are as follows:
Baggage Claim two separate 4-hour mystery shops are conducted per month at each domestic
terminal baggage claim. The mystery shopper records the time of the first bag and the time of the last
bag for approximately 9 to 12 flights, at various carousels. Three measurements for each flight are
recorded: 1) time on blocks from the DOT website; 2) time of first bag; and 3) time of last bag. Data
is tracked by month and quarter for each airline, terminal and airport.
Check-In two separate 4-hour mystery shops are conducted per month at each terminal check-in
area. The mystery shopper spends approximately one hour at one specific check-in area, and during
the course of the mystery shop, evaluates wait times approximately 4-5 varied airline check-in lines at
one terminal. Data is tracked by month and quarter for each airline, terminal and airport.
Taxi Dispatch mystery shoppers will also develop sampling of wait times at the taxi dispatch stations
at arrivals level along the terminal frontages.
Parking lot exit mystery shoppers also record the wait time on line at the cashier booth as they exit
the parking facility.
Security Checkpoints and US Entry Wait or process times are monitored using data collected by DHS
at all Port Authority airports.
Cargo The first cargo performance measure to be introduced in 2009 will pertain to truck waiting
times. Measurements for this program are under development and will rely on partner information.
Note: Some or all of the above monitoring tools may be included in specific Scorecards.
B. Setting Practical Targets
Using the above monitoring tools, performance measurement targets have been established to gauge Partner
performance. Mystery shops are performed semi-monthly and will be supplemented with periodic quality assurance
facility evaluations and data collection. These two monitoring sources will be used to provide feedback to Partners on
an as needed basis. In addition to semi-annual quality assurance facility reports, scorecards will be calculated using
one or more of the following measures: the customer satisfaction survey, mystery shops, quality assurance facility
evaluations and/or other data collection.
For Port Authority contractors, the Port Authority or its designated representative may conduct random quality
assurance facility evaluations for cleanliness, condition and functionality based on the ASM Customer Care
Standards. The Port Authority shall have the right, in its sole discretion and without prior notice to the contractor,
to modify the staff quality assurance facility evaluations.

For Port Authority contractors, performance over the entire contract period will be taken into account. The purpose
is to encourage contractors to uphold their performance as a contract nears completion; continuous periods of
non-performance will be reflected in the contractors scorecard and could be applied to future bids if contractors
do not show improvement throughout the contract.
IV. SCORECARDS
Scorecards contain an overview of the grading system and the performance targets for several areas. Performance
targets have been set within each scorecard based on achievable scores from previous surveys, mystery shops or
quality assurance facility evaluations (see subsequent section on Performance target Definitions). Each Partner
will be responsible for meeting or exceeding these targets regardless of whether the Partner was under contract at
the time these targets were established. The Partner performance shall be rated Satisfactory when targets are met
or exceeded across all applicable performance measures, and a Needs Improvement rating will result when one or
more performance measure does not meet the established performance target. The measurement of performance
for some areas may be based upon one or a combination of measurement sources.
Using these results, the Port Authority can provide recognition for continued high-level Satisfactory performance
or enact remedial actions (e.g., contract renegotiation or termination) for continued under-performance for areas
that Needs Improvement.
Figure 4 illustrates the performance measurement improvement process leading to appropriate actions when
performance is rated as Satisfactory or Needs Improvement.
PROGRAM OVERVIEW
Customers
Priorities & Standards
Partners
Measurements of Measurement of
Contractor Performance Customer Satisfaction
Bi-Monthly Annual Customer

Mystery Shopping Satisfaction Survey
Semi-Annual
Other Customer
Quality Assurance
Feedback
Facility Evaluations
Scorecard
Needs Improvement Satisfactory
Action/Maintenance Plan
Figure 4

There are two categories of contractors those under direct contract with the Port Authority, and those under
contract with Terminal Operators and Airlines. In many cases, the Port Authority has the ability to recognize
Satisfactory performance and also to take appropriate action(s) when performance is rated in Needs
Improvement for its own partners. However, the Port Authority has limited recourse it can take for non-Port
Authority partners.
In summary, the APMP is designed to provide the Port Authority and its partners with the framework to evaluate
and encourage a commitment to service and facility improvements at the Port Authoritys airport facilities.
However, this manual can also be extended to assist Partners with fostering commitment to customer service
improvements through compliance with the ASM monitoring of third-party partners performance.
A. Applicable Airport Elements
The following is a list of existing scorecards measuring courtesy of employees:
Concessions (retail, food & beverage)

Security Screening
Departure Curbside
Welcome Centers including Customer Care Representatives
Parking Lot and Garage Services
Taxi Dispatch
On Airport Bus
The following is a list of existing scorecards measuring cleanliness, condition and functionality of the area:
Concessions (retail, food & beverage) Taxi Dispatch Service

Flight Check-in Areas AirTrain Stations/Vehicles
Parking Lots and Garage Services On-Airport Bus
Gate Lounges Restrooms
Security Screening Corridors/Walkways/Elev./Escal.
Departure Curbside Arrival Curbside
Baggage Claim Area Welcome Centers
The following is a list of wait or process times and what functions they are collected for:
Bag Claim Taxi Dispatch Service

Check-in Parking Lot Exit
TSA Security Checkpoint CBP US Entry

B. Performance Target Definitions
The Performance Target Definition for Customer Satisfaction and Mystery Shopping that appears in each
Scorecard is uniformly calculated for any airport element being evaluated:
Customer Satisfaction Performance Target (Range)
It is based on the average of the highest departure passenger satisfaction score from each
airport for the airport element being evaluated. This average serves as the highest value of the
performance target range. By subtracting 5 percentage points from the upper bound, we obtain
the lowest value of the range. The Performance Target will never be more lenient (lower) than
the prior years target range.
Mystery Shopping Performance Target
It is based on a rolling 6-month average of the mystery shopping deficiency counts for a given airport
element from each airport. The lowest deficiency count for each airport is then averaged to become the
Performance Target. The Performance Target will never be more lenient (higher) than the prior years target.
The Performance Target Definition for the Quality Assurance Facility Evaluation varies depending on the
airport element measured.
Quality Assurance Performance Target
It is based on the average number of deficiencies allowable per measurement unit. It is calculated as a ratio
of the number of deficiencies to number of units across all terminals or applicable areas at the airports. The
Performance Target will never be more lenient (higher) than the prior years target.
The measurement unit and allowable deficiencies varies by the airport element being evaluated
and are subject to change. The current unit definitions are listed below:
Restrooms: Fixtures (toilet stalls, urinals and sinks). One deficiency allowable for approximately every 8 fixtures.
Gates: Square footage. One deficiency for approximately every 8,400 sq. ft. of gate space.
Flight Check-in Area: Square footage. One deficiency for approximately every 2,700 sq. ft. of check-in space.
Concessions: Square footage. One deficiency for approximately every 1,400 sq. ft. of concessions space.
Screening Area: Number of security lanes. One deficiency for approximately every 2 security lanes within
the screening area.

Baggage Claim: Square footage. One deficiency for approximately every 4,400 sq.ft. of baggage claim space.
Departure Curbside: Square footage. One deficiency for approximately every 1,600 sq. ft. of departure
curbside space.
Arrival Curbside: Square footage. One deficiency for approximately every 1,600 sq. ft of arrival curbside space.
Corridors/Walkways/Elevators/Escalators: Number of Corr/WW/Elev/Escal. One deficiency for

approximately every 3 Corridor/Walkway/Elevator/Escalator units.
Welcome Centers: Number of Welcome Centers. 1.5 deficiencies per Welcome Center.
Parking Lot and Garage Services: Number of parking spaces at lots/garages. One deficiency allowable for
approximately every 340 parking spaces.
Taxi Dispatch Service: Number of taxi dispatches. Two deficiencies for each taxi dispatch booth.
On-Airport Buses: Number of buses in operation during peak periods. One deficiency per bus.
AirTrain Stations: Square footage. One deficiency allowable for approximately every 4,600 sq. ft. of station area.
AirTrain Vehicles: Number of vehicles in operation during peak periods. One deficiency for every 12 vehicles.
For all three monitoring tools (Customer Satisfaction, Mystery Shopping and Quality Assurance Facility
Evaluation) the Actual Performance is compared against the Performance Target. If the Actual Performance is
THE SAME OR BETTER than the Performance Target, the result is Satisfactory. If the Actual Performance is
WORSE than the Performance Target, the result is Needs Improvement.

C. Scorecards Descriptions & Methodology
A Sample Needs Improvement Scorecard [Figure 5]
2007 PERFORMANCE MEASUREMENT SCORECARDGATE AREA

Terminal XYZ Airport Y
Outbound Pax.
Gates Gate Sq. Ft. Avg. Mvmt. Avg. Mvmt. Per 12 Months Avg. Sq. Ft. Sq. Ft. IATA Level
Per Day Gate Per Day Ending Gate Area Average Daily of Service
June 2007 Pax
38 43,500 457 13 6,949,150 1,145 2.3 F
Customer Satisfaction Mystery Shopping Quality Assurance

(% Highly Satisfied) (# of Deficiencies) (# of Deficiencies)
Overall Condition Standards Missed - All Items

Timeframe Annual - June 2007 6-Mon. Rolling Average - June 2007 Annual - April 2007
Actual Score 38 4 51
Performance Target (PT) 53-58 2 29
Specific Results Needs Improvement Needs Improvement Needs Improvement
Customer Satisfaction Score increased 1% point, remaining at Needs Improvement

Overall Progress
Mystery Shopping Deficiencies increased 1 point, remaining at Needs Improvement
Since 2006
Quality Assurance Deficiencies unchanged, remaining at Needs Improvement
Notes/Recommendations
Cleaning up the terminal/gate areas, improving/upgrading facilities, offering more comfortable seating, a larger gate area to
reduce crowding, more frequent updates when there are delays, better lighting, more WiFi connections, more electrical
outlets and more entertainment options are all key items that air passengers say needs attention in order to improve their
rating of the terminal. Comfortable seating, cleanliness/condition of the gate area and concessions offerings near the gate
area are rated lower than other gate elements, more so among business travelers.
Remove heavy accumulation of dust at ceiling vents/fixtures, everywhere. More frequent cleaning of gate areas needed,
especially during peak times (paper/food/ debris/residue on floor/seats, windows smeared/smudged and debris on
window sills at many gates, phones have adhesive residue and dust -- C9 phone bank damaged).
Replace all damaged and/or missing ceiling tiles (present at most gates), ceiling damaged at A2, D10, HVAC cover damaged
at C3). Repair scuffed/scratched/scraped/ gouged walls/columns/doors in all concourses (e.g., wall vinyl curling/damaged
at A7/ B1/ B3/C2/D1 outlet covers missing at A6, walls gouged at A1).
Clean carpet in all gate hold areas to remove stains; also repair torn/worn/damaged carpet/floor at A2/A3 trim strip
missing, A7 carpet taped and matted, stairs worn at B5A, B7 & B8.
Some seating torn at A5-6, B1, B2, B7, C2, C4-6, D2, D6. Counters/podiums chipped/worn at most gates, some also have
adhesive residue (graffiti on C5 jetway counter).
Many non-working ceiling lights and/or missing light covers (e.g., A1, B4, C1-3, C5-6, C11). Lighting insufficient relative to
IES standards at gates A5, B1-3, C10-11, D1-10.
Figure 5

A Sample Satisfactory Scorecard [Figure 6]
2007 PERFORMANCE MEASUREMENT SCORECARDDEPARTURE CURBS

Terminal ABC
Outbound Domestic
#Curbside Check-in Passengers Outbound International Passengers
Locations 12 Months Ending June 2007 12 Months Ending June 2007 Curbside
Counter/Podium Stations % Total # % Total # Total Sq. Ft. Length Width
4 41% 1,029,798 59% 1,494,324 25,650 855 30

OTHER INFORMATION
Customer Satisfaction Mystery Shopping Quality Assurance
(% Highly Satisfied) (# of Deficiencies) (# of Deficiencies)
Condition/Cleanliness Courtesy Condition Standards Missed
Timeframe Annual - June 2007 6-Mon. Rolling Average - June 2007 Annual - April 2007
Actual Score 62 1 2 13
Performance Target (PT) 60-65 1 3 17
Specific Results Satisfactory Satisfactory Satisfactory Satisfactory
Customer Satisfaction Score increased 5% point, remaining Satisfactory.

Overall Progress Mystery Shopping Deficiencies changed for Courtesy and decreased 1 point for Condition, both
Since 2006 remaining Satisfactory.
Quality Assurance Deficiencies increased 5 points, remaining Satisfactory.
Notes/Recommendations
Passengers tell us that reducing the traffic congestion at the curbside is one way to improve their ratings of the terminal.
International and leisure travelers are moe satisfied with their departure curbside experience than others.
On most occasions, skycaps are attentive and offered a warm, friendly greeting, but on two occasions they were inattentive
and unfriendly.
Roadways and walkways stained (also gum on walkways) and cracked in places. Terminal entry doorways had residue at
bottom and small glass and frames are chipped/scratched. Windbreaker at doorway #3 needs cleaning; broken glass near
doorway #2.
Skycap counters have adhesive residue and are scratched.
Figure 6

The Scorecards are created by the Aviation Department based on the information obtained through various
measurement sources. The top portion of the Scorecard presents background information for the particular
airport element being evaluated, providing a backdrop to better understand the airport environment that existed
during the measurement cycle. The middle portion of the Scorecard presents current and trended ratings for the
airport element being evaluated for the period under review. From the amalgamation of the data, targets are set
and a rating assigned based on each areas performance. The bottom portion of the Scorecard highlights specific
areas that should be addressed via capital planning improvements, customer care training programs, and
discussions with contractor management regarding performance review and enhancement. Below is a
description of how the targets are set for each of the measurement methods and interpretation of the results.
Customer Satisfaction Survey: The customer satisfaction survey is conducted annually. In each functional
area, the highest score from each airport is combined and averaged to set the target. A five (5)-point margin
below the target is allowed and each terminal is rated on their performance relative to this target. In Figure 5,
the target for the gate area is 53-58 percent. The gate areas (38%) are deemed unacceptable because its
score is not within the acceptable range, thereby receiving a classification of Needs Improvement. Figure 6
illustrates a scorecard in which all targets have been met or exceeded (62 is within the range 60-65) and
therefore performance is rated as Satisfactory.
Mystery Shopping: Mystery Shopping is performed semi-monthly, with each terminal being shopped
twice per month. The scoring of the Mystery Shopping is based on the number of standards missed in the
shops (i.e., deficiencies). The lower the number missed, the better the score. Each functional areas score
for the six-month period preceding the issuance of the scorecard constitutes its rolling average. The lowest
rolling average score in each functional area from each airport is averaged to obtain the Performance
Target score. To be considered Satisfactory, the area must equal or fall below the target. In Figure 5, the
deficiencies (4) exceeds the Performance Target (2), thereby receiving a classification of Needs
Improvement. In Figure 6, actual deficiencies for courtesy and condition (1 and 2, respectively) are equal
to or less than the Performance Targets (1 and 3, respectively) and are deemed Satisfactory.
Quality Assurance Facility Evaluations: The quality assurance facility evaluation is performed semi-
annually. The scoring for the quality assurance facility evaluation is based on the number of standards
missed (i.e., deficiencies). Much like mystery shopping, the goal is to have the lowest score possible. Each
functional area is assigned measurement criteria; for example, the gate areas and concessions use the
surface area (in square feet) as a base for measurement (for detailed information, please refer to the prior
section entitled Quality Assurance Performance Target). By taking the aggregate of all the deficiencies
within a functional area across all the airports and dividing this number into the total of the respective
measurement criteria, we calculate the quality assurance facility evaluation Performance Target score.
This provides a pro-rated score that is applied to each terminal or location to assess its performance relative
to the rest of the airports. The total number of deficiencies is summed and divided by the total number of
units across the airports providing a per unit number of acceptable deficiencies. This score is then
multiplied by the number of units per functional area to determine the target number (upper limit) of
deficiencies. In Figure 5, the deficiencies (54) exceeds the Performance Target (29), thereby receiving a
classification of Needs Improvement. In Figure 6, actual deficiencies (13) falls under the Performance
Target (17) and is deemed Satisfactory.

1.0 - Employee Attitude, Appearance, Awareness and Knowledge
All airport employees are required to be courteous and helpful at all times with every customer and other
employees. All standards in this section are high priority.
Standards of Employee Attitude, Appearance, Awareness and Knowledge
All employees will meet or exceed the following standards:
1.1 Attitude, all employees shall:
1.1.1 Greet all customers in a friendly and professional manner.
1.1.2 Address customers proactively be friendly and approachable anticipate customers needs. Customers
and passengers shall not have to initiate contact.
1.1.3 Display a smile and eye contact towards passengers and fellow employees at all times.
1.1.4 Project a pleasant, friendly and attentive demeanor and maintain proper posture at all times.
1.1.5 Be capable of communicating clearly when in contact with customers.
1.1.6 Refrain from using foul or inappropriate language at any time.
1.1.7 Use a proper and courteous vocabulary and a pleasant tone of voice with customers and
fellow employees.
1.1.8 Make every effort to satisfy customers needs, even when those needs are outside the employees
specific job scope.
1.1.9 Focus on customers and not gather in a group to chat while on duty.
1.1.10 Not eat, drink, (including alcoholic beverages), chew gum or smoke in other than designated areas
of the workplace, especially in view of customers when in uniform.
1.1.11 Assure that the customers needs are met by providing or calling for the appropriate services.
1.1.12 Not nap or sleep while on duty or in a public area.
1.1.13 Not use personal electronic devices, including but not limited to cell phones and MP 3 players, while
on duty.

1.0 Employee Attitude, Appearance, Awareness and Knowledge (continued)
1.2 Appearance, all employees shall:
1.2.1 Be well groomed, clean and present a professional appearance.
1.2.2 Wear only appropriate accessories, as determined by your employer, while on duty.
1.2.3 Wear nametags and/or official identification that is visible to the public at all times.
1.2.4 Wear clean, neat and pressed uniforms including appropriate footwear while on duty.
1.2.5 When speaking to customers, remove sunglasses (unless medically required otherwise) to facilitate eye
contact. Sunglasses may only be worn outdoors and during daylight hours.
1.3 Awareness, all employees shall:
1.3.1 Be obligated to challenge persons and to report suspicious items and/or activity.
1.3.2 Be aware that all service vehicle operators ensure that unattended vehicles are locked and shall inspect
the vehicle each time it has been left unattended.
1.3.3 Ensure that all catering companys unattended vehicles are locked and that catering supplies intended
for carriage on passenger flights are only accessible to catering employees.
1.3.4 Ensure that all AOA doors and gates are closed properly after each use.
1.3.5 Not allow persons to follow them through an AOA door or gate. Each individual must swipe their airport-
issued identification card each time they enter the AOA or SIDA.
1.3.6 Not write AOA or SIDA access codes on identification cards, and employees shall enter codes in a secure
manner not visible to the public.
1.3.7 Airline employees shall not accept consignments of cargo, courier and express parcels or mail
for carriage on passenger flights unless the security of such consignments is accounted for.
1.3.8 Report unattended or suspicious items and/or activity to Port Authority Police or other
law enforcement personnel.
1.3.9 Report any item or area that is in need of repair to the appropriate airport representative.
1.3.10 Report any alarm for security or fire to the Port Authority Police or other law enforcement personnel
through the appropriate airport protocol.
1.3.11 Report the illegal solicitation of ground transportation services by unauthorized personnel (Hustlers)
to the Port Authority Police.

1.0 Employee Attitude, Appearance, Awareness and Knowledge (continued)
1.4 Knowledge, all employees shall:
1.4.1 Be well informed, capable of providing directions and know where and how to obtain requested
information or services for customers.
1.4.2 Convey accurate information using clear and understandable terms.
1.4.3 Obtain the facts when encountering a dissatisfied customer; state any applicable policy clearly and
politely; and be able to offer a solution or an adequate alternative to the customer. If unable to satisfy
the customer or resolve the issue, direct the customer to immediate supervisor.
1.4.4 Know where and how to obtain assistance to resolve customers questions or problems if language
barrier arise.
1.4.5 Know where and how to obtain assistance in order to respond to medical emergencies and operational
disruptions as referred to in Standard 20.0 (Orderly Evacuation and Resumption of Services)
1.4.6 Know where and how to obtain assistance in order to respond to medical emergencies including those
relating to Passengers with Reduced Mobility being assisted.

2.0 - Curbside
Curbside General Requirements
a) Baggage carts shall be readily available at all cart racks at all times. {H}
b) Smoking receptacles shall be readily available on the curbside. {R}
c) Skycap service shall be readily available where applicable. {R}
2.1 Standards of Cleanliness
2.1.1 All frontages, sidewalks and crosswalks shall be clean and free of debris including gum and cigarettes. {R}
2.1.2 Entrance and exit doors shall be clean free of smudges, dirt and grime. {R}
2.1.3 All glass shall be clean and free of streaks and smudges. {R}
2.1.4 Trash receptacles shall be clean and emptied to prevent the overflow of debris. {R}
2.1.5 Awnings or canopies, where present, shall be clean at all times. {R}
2.1.6 Walls shall be clean and free of graffiti. {R}
2.1.7 Curbside check-in counters and self-service check-in kiosks shall be clean and organized, free of debris
and baggage tape and without visible damage. {R}
2.1.8 Light fixtures and assemblies shall be clean and free of dust. {R}
2.1.9 Smoking receptacles shall be clean and emptied on a regular basis. {R}
2.2 Standards of Condition
2.2.1 All frontages, sidewalks and crosswalks shall be smooth and free of large cracks and missing
surface areas. {H}
2.2.2 Entrance and exit doors shall be maintained in good working order. {R}
2.2.3 All glass shall be in good condition with no visible damage. {R}
2.2.4 Trash receptacles shall be in good condition, without dents, marks or peeling paint. {R}
2.2.5 Smoking receptacles shall be in good condition, without dents, marks or peeling paint. {R}
2.2.6 Awnings or canopies, where present, shall be in good condition, free of rips and tears. {R}
2.2.7 Walls shall be free of scratches, marks and scuffs. {R}

2.0 Curbside (continued)
2.2.8 Curbside check-in counters and self-service check-in kiosks shall be in good condition, free of dents,
marks and scuffs. {R}
2.2.9 All light fixtures shall be in working order with all visible lamps operating and all burned out lights
replaced with no visible broken parts. {R}
2.2.10 Snow and ice shall be removed from walkways and roadways. {H}
2.2.11 Roadways shall be well maintained and free of potholes. {R}
2.3 Standards of Functionality
2.3.1 Unattended and unofficial parked vehicles shall not be present at frontages. Illegally parked vehicles
will be ticketed, and towed at the owners expense. {H}
2.3.2 Unattended baggage carts shall be returned to dispenser racks promptly and not allowed to collect
in an unsightly manner. {R}
2.3.3 Public address systems shall be clear and audible. {R}
2.3.4 All lighting shall conform to Illuminating Engineering Society of North America (IES) standards for this
area and application. {H}
2.3.5 All doors shall operate properly. {R}
2.3.6 All curbside computer equipment shall be in good working order. {R}
2.3.7 All baggage conveyor belts and curtains shall be in good working order with no visible broken parts. {R}
2.4 Signs, Directions, and Information
2.4.1 Directional signs shall be visible, legible and accurate. {R}
2.4.2 Signs shall clearly indicate the location of services. {R}
2.4.3 Handwritten signs shall not be used and all temporary signs shall be consistent with the Port Authority
Aviation Signing and Wayfinding Standards. {R}
2.4.4 Airline names shall be posted at drop-off and, when practical, pick-up locations. {R}
2.4.5 Appropriate directional signs shall be visible at every decision point and be consistent with
Port Authority Aviation Signing and Wayfinding Standards. {R}

3.0 - Flight Check-In Areas
Flight Check-In Area General Requirements
a) Minimum seating shall be provided in adjacent area for Passengers with Reduced Mobility. {R}
b) Trash receptacles shall be available in the airline check-in areas. {R}
c) Flight Information Display Systems should be provided. {R}
3.1.1 Counters and kiosks shall be clean and free of graffiti. {R}
3.1.2 Workspaces shall always appear uncluttered and organized. {R}
3.1.3 Seating shall be clean and free of stains. {R}
3.1.4 Windowsills shall be free of dust and debris. {R}
3.1.5 Windows shall be free of streaks and smudges. {R}
3.1.6 Wastebaskets shall be clean and not overflowing. {R}
3.1.7 Walls shall have a clean appearance, free of dirt and marks. {R}
3.1.8 Carpet and floors shall be free of debris and stains and shall appear clean. {R}
3.1.9 Floors shall be dry, free from spills and water. {H}
3.1.10 Ceilings shall be clean and free of dust. {R}
3.1.12 Telephones and telephone areas shall be clean and free of debris. {R}
3.1.13 Heating and air conditioning units shall be clean and free of dust. {R}
3.1.14 Stanchions, ropes and tensa barriers shall be clean and free of dust, tape and smudges. {R}

3.0 Flight Check-in Areas (continued)
3.2.1 Counters and kiosks shall be well maintained and in good repair. {R}
3.2.2 Workspaces shall be in good condition, free of dents, marks, scratches and scuffs. {R}
3.2.3 Seating shall be free of rips, tears, stains and broken parts. {R}
3.2.4 Windowsills shall be in good condition, free of broken parts and marks. {R}
3.2.5 All windows shall be in good condition with no visible damage, chips or marks. {R}
3.2.6 Wastebaskets shall be in good condition, with no visible damage. {R}
3.2.7 Walls shall be in good condition, with no dents, chips, marks or scuffs. {R}
3.2.8 Carpets shall be free of holes; rips, worn or frayed areas and flooring shall be free of large cracks, gouges
and broken pieces. {H}
3.2.9 Ceilings shall be in good condition, evenly aligned and free of visible damage. {R}
3.2.10 All light fixtures shall be in working order with no visible broken parts. {R}
3.2.11 All telephones and telephone areas shall be in good condition, with no visible damage. {R}
3.2.12 Unattended baggage carts shall be returned to dispenser racks promptly or located so as not
to impede the flow of passengers, and not allowed to collect in an unsightly manner. {R}
3.2.13 Heating and air conditioning units shall be in good working condition. {R}
3.2.14 Stanchions, ropes and, tensa barriers shall be well maintained and in good repair. {R}
3.2.15 Employees personal belongings shall not be visible to customers. {R}
3.3.1 Flight Information Display System (FIDS) monitors shall be in working order. {R}
3.3.2 Telephones shall be in working order. {R}
3.3.3 All lighting shall conform to the Illuminating Engineering Society of North America (IES) standards:
Terminal Ticket Counter 45-foot candles. {R}

3.0 Flight Check-in Areas (continued)
3.3.4 Stanchions, ropes, tensa barriers shall be arranged in a neat and orderly fashion and not stored in
public view. {R}
3.3.5 Public address system shall be clear and audible in the check-in area. {H}
3.3.6 All baggage conveyor belts shall be in working order with no visible broken parts. {R}
3.3.7 All self-service kiosks shall be in good working order with no visible broken parts. {R}
3.3.8 Check-in wait time shall not exceed ten (10) minutes during peal periods. {R}
3.4.1 Clear, visible and accurate signing shall be placed at key decision points and must be consistent with
Port Authority Aviation Signing and Wayfinding Standards. {R}
3.4.2 Flight Information Display System (FIDS) monitors shall be clear, visible and accurate. All flights,
regardless of airline, shall be shown on the FIDS for that terminal. {R}
3.4.3 Handwritten signs shall not be used and temporary signs must be consistent with Port Authority Aviation
Sign Standards. {R}
3.4.4 Customers shall be informed in a timely manner of flight delays via Flight Information Display Systems
(FIDS), through appropriate public announcements and other e-methods used by the industry. {R}

4.0 - Walkways/Corridors/Elevators/Escalators
4.1.1 Carpet and floors shall be free of debris and stains and appear clean. {R}
4.1.2 Floors shall be dry, free of spills or water. {H}
4.1.5 Pictures, frames and advertising along walkways and corridors shall be clean and dust free. {R}
4.1.6 Elevator interiors and floors shall be clean and free of debris and graffiti. {R}
4.1.7 Trash receptacles shall be emptied in order to prevent the overflow of debris. {R}
4.1.8 Heating and air conditioning units shall be clean and dust free. {R}
4.1.9 Water fountains shall be clean and free from debris and stains. {R}
4.2.1 Carpets shall be free of holes, rips, worn or frayed areas and flooring shall be free of large cracks, gouges
and broken pieces. {H}
4.2.4 Pictures, frames and advertising shall be in good condition, free of tears, scratches, graffiti and
other marks. {R}
4.2.5 Elevators, escalators and moving walkways shall be in working condition. All routine and preventive
maintenance shall be scheduled to minimize passenger inconvenience. {H}
4.2.6 Elevator button lights and switches shall be in good condition. {R}

4.0 Walkways/Corridors/Elevators/Escalators (continued)
4.2.7 Each elevator emergency phone or communication device shall be in working condition. {R}
4.2.8 Water fountains shall have no visible broken parts. {R}
4.2.9 Corridors and walkways shall be free of obstructions. {R}
4.2.10 Heating and air conditioning units shall be in working order. {R}
4.3.1 All monitors, including Flight Information Display Systems (FIDS), shall be in working order. {R}
4.3.2 Elevator button lights and switches shall be operational. {R}
4.3.3 Public address system shall be in working order and audible from all areas. {H}
Elevators 30 foot-candles; Corridors/Walkways 15 foot-candles. {H}
4.3.5 Water fountains shall be in good working order. {R}
4.4.1 All elevator buttons, internal and external, shall be clearly marked and indicate appropriate services
(e.g. Ticketing, Baggage Claim, Parking). {R}
4.4.2 Appropriate directional signing shall be visible at every decision point and consistent with Port Authority
4.4.3 When elevators, escalators and walkways are being repaired, appropriate signs shall advise customers
of other means of access in closest proximity. {R}
4.4.4 All monitors, including Flight Information Display Systems (FIDS), shall be clear, visible with
accurate information. {R}
4.4.5 Handwritten signs shall not be used and temporary signs must be consistent with the Port Authority

5.0 - Passenger and Baggage Screening Areas
This standard will apply to both arriving and departing passenger and baggage screening areas, which are under the
jurisdiction of the Transportation Security Administration (TSA) and Customs and Border Protection (CBP).
5.1.1 Carpet and floors surrounding baggage and passenger screening areas shall be free of debris and stains
and shall appear clean. {R}
5.1.2 Baggage and Passenger screening equipment shall be clean, uncluttered and free of debris and baggage
tape. {R}
5.1.3 All furnishings, including but not limited to, bins, tables, chairs, floor mats and private screening areas,
shall be clean, uncluttered, free of debris and baggage tape. {R}
5.1.4 Walls and partitions shall have a clean appearance, free of dirt and marks. {R}
5.2.1 Floors shall be free of large cracks, gouges and excessively worn areas. {R}
5.2.2 Carpets shall be free of holes, rips and worn or frayed areas. {R}
5.2.3 All baggage and passenger equipment shall be in good condition, free of marks, scuffs and
broken pieces. {H}
5.2.4 All furnishings, including but not limited to, tables, chairs, bins etc, shall be in good condition with
no deep scratches, gouges, graffiti or broken pieces. {R}
5.2.5 Walls, columns and partitions shall be free of large cracks, holes and graffiti. {R}
5.2.6 Ceilings shall be free from stains and broken tiles. {R}
5.2.7 Sign frames, holders and stands shall be in good condition. {R}
5.2.8 Stanchions, ropes and tensa barriers shall be well maintained and in good repair. {R}

5.0 Passenger and Baggage Screening Areas (continued)
5.3.1 All equipment, including but not limited to, baggage conveyers, magnetometers, wands, x-ray machines
and all other passenger and baggage screening areas machinery, bins and aids shall be maintained and
in working order. {H}
5.3.2 Stanchions, ropes and tensa barriers shall be arranged in a neat and orderly fashion and not stored in
public view. {R}
5.4 Departure Screening Wait Times
5.4.1 Queue time at the departing passenger screening areas on average shall not exceed ten
(10) minutes. {H}
5.4.2 Queue time for passengers at the departing baggage screening areas on average shall not exceed ten
(10) minutes. {H}
5.5 International Arrivals Clearance Wait Times
5.5.1 The United States Customs and Border Protection (CBP) has established one (1) hour, including wait
time, as a standard for clearing formalities for passengers going through primary process. {H}
5.6.1 Internal notices shall not be displayed in public areas. {R}
5.6.2. Handwritten signs shall not be used and temporary signs must be consistent with Port Authority Aviation
Signing and Wayfinding Standards. {R}
5.6.3 Clear, visible and accurate signing shall be place at key decision points and consistent with
Port Authority Signing and Wayfinding Standards. {R}
5.6.4 Only approved regulatory signs shall be used. {R}

6.0 - Restrooms
Restrooms General Requirements
a) Restrooms shall have sinks with soap dispensers. {R}
b) All restrooms shall have sanitary seat covers available. {R}
c) All stall doors must have door locks or latches. {H}
d) All stalls shall be equipped with a clothes hook or a pocketbook holder. {R}
e) All restrooms shall be equipped with an adequate number of trash receptacles to meet peak
traffic flow {R}
f) Paper products shall be provided in adequate supply to meet peak traffic flow. {H}
6.1.1 Floors shall be free of debris and stains and appear clean. {R}
6.1.3 Unpleasant odors shall not be detected. {R}
6.1.4 Mirrors shall be free of streaks, smudges and watermarks. {R}
6.1.5 Sinks shall be clean, and faucets shall have a polished appearance. {R}
6.1.6 Entranceways and doors shall be clean and free of debris. {R}
6.1.7 Paper towel holders and/or automatic hand dryers shall be clean. {R}
6.1.8 Urinals shall be clean and free of debris. {R}
6.1.9 Tiles and walls shall be clean. {R}
6.1.10 Soap dispensers shall be clean and free of soap scum. {R}
6.1.11 Toilets and toilet bowls, including the rim, base, seat, cover, chrome fixtures and hinges shall have
a polished appearance. {R}
6.1.13 Sanitary dispensers shall be clean. {R}
6.1.14 Trash and sanitary receptacles shall be clean, not overflowing and odor free. {R}

6.0 Restrooms (continued)
6.1.15 Baby changing stations shall be clean. {R}
6.1.16 All walls, doors and partitions shall be clean. {R}
6.1.18 Countertops shall be clean and free of debris and pooling water. {R}
6.2.1 Floor tiles shall not be broken, missing or stained or have gouges and grout shall be free of missing
pieces and discoloration. {R}
6.2.2 Mirrors shall be in good condition, free of scratches, marks, de-silvering, cracks and broken pieces. {R}
6.2.3 Sinks shall be in good condition, free of scratches, stains and broken pieces. {R}
6.2.4 Entranceways and doors shall be in good condition, free of scratches, dents, marks and scuffs. {R}
6.2.5 Paper towel holders and/or automatic hand dryers shall be in good condition, free of marks, scratches,
rust and broken pieces. {R}
6.2.6 Urinals shall be in good condition, free of chips, marks and broken pieces. {R}
6.2.7 Wall tiles shall be in good condition, free of chips, marks and broken pieces and grout shall be free of
missing pieces and discoloration. {R}
6.2.8 Soap dispensers shall be in good condition. {R}
6.2.9 Toilets and toilet bowls, including the rim, base, seat, cover, chrome fixtures and hinges shall be in good
condition with no broken pieces. {R}
6.2.11 Sanitary dispensers shall be in good condition, free of marks, scratches and broken pieces. {R}
6.2.12 Trash and sanitary receptacles shall be in good condition. {R}
6.2.13 Baby changing station shall be in good condition, with all necessary parts and free of marks, scratches
and scuffs. {R}
6.2.14 All walls, doors and partitions shall be free of graffiti, scratches and peeling paint. {R}
6.2.15 Ceilings shall be free of cracks and stains. {R}

6.0 Restrooms (continued)
6.2.16 Countertops shall be in good condition with no scratches, cuts, gouges or marks. {R}
6.2.17 All caulking joints between fixtures and wall or floor shall be fully filled without gaps. {R}
6.3.1 Public address system shall be clear and audible in the restroom areas. {H}
6.3.2 Cleaning supplies and equipment shall be stored out of customers view when not in use and doors to
closets kept closed. {H}
Restrooms 23 foot-candles. {H}
6.3.4 Automatic hand dryers and paper towel dispensers shall be in working order. {H}
6.3.5 Toilets and urinals shall be in working order. {H}
6.3.6 Door locks and latches shall be in working order. {H}
6.3.7 Sink drains and faucets shall be in working order. {R}
6.3.8 Baby changing stations shall be in working order. {H}
6.3.9 Sanitary dispensers shall be filled and in working order. {R}
6.3.10 Soap dispensers shall be in working order and have soap available. {R}
6.4.2 Restroom identifiers (Men/Ladies/Families) shall be clear and visible and consistent with Port Authority
6.4.3 When restrooms are being cleaned, or are closed for any reason, appropriate signing shall advise
customers of other restrooms in close proximity. {R}
6.4.4 If sanitary dispensers are not available in the restrooms, an appropriate sign in the restroom shall reflect
the nearest place to purchase these items. {R}

7.0 - Gate Areas
Gate Areas General Requirements
a) Seating shall be consistent with Port Authority Aviation Terminal Planning Standards. {R}
b) Public address system shall be available in every gate area. {R}
c) Flight Information Display Systems shall be available in or around the gate areas. {R}
7.1.1 Seating shall be clean and free of debris and stains. {R}
7.1.3 Windows shall be clean and free of streaks and smudges. {R}
7.1.4 Trash receptacles shall be clean and not overflowing. {R}
7.1.5 Walls and columns shall have a clean appearance free of dirt and marks. {R}
7.1.10 Telephones and telephone areas shall be clean and be free of debris. {R}
7.1.11 Heating and air conditioning units shall be clean and dust free. {R}
7.1.12 Stanchions, ropes and tensa barriers shall be clean and free of dust, tape and smudges. {R}
7.1.13 Counters/podiums and kiosks shall be clean, uncluttered and free of debris. {R}
7.1.14 Advertising and display areas shall be clean and free of debris. {R}
7.2.1 Seating shall be free of rips, tears and broken parts. {R}
7.2.2 Windowsills shall be in good condition, with no marks, scratches or broken pieces. {R}
7.2.3 Windows shall be in good condition, free of scratches or marks. {R}

7.0 Gate Areas (continued)
7.2.4 Trash receptacles shall be in good working condition, without dents, marks, or peeling paint. {R}
7.2.5 Walls and columns shall be in good condition, without marks, scuffs, dents or gouges. {R}
7.2.6 Carpet shall be free of holes, rips, worn or frayed areas and flooring shall be free of large gouges,
cracks and broken pieces. {H}
7.2.9 Telephone and telephone areas shall be in good condition, with no broken pieces. {R}
7.2.11 Stanchions, ropes and tensa-barriers shall be in good working condition, with no visible damage or
broken parts. {R}
7.2.12 Counters/podiums and kiosks shall be in good condition with no gouges, scratches, graffiti or broken
pieces. {R}
7.2.13 Advertising and display areas shall be in good repair and shall be consistent with Port Authority Aviation
7.2.14 Cleaning supplies and equipment shall be stored out of customers view when not in use and closet
doors kept closed. {H}
7.3.1 The Public Address System shall be clear and audible at all times. {H}
Gate Areas 38 foot-candles. {H}
7.3.3 Flight Information Display System (FIDS) monitors shall be clear, visible, accurate and in
working order. {R}
7.3.4 Telephones shall be in working order. {R}
7.3.5 Television monitors shall be clear, visible and in good working condition. {R}
7.3.6 In the event of delays, cancellations or diversions, Standard 17.0 will apply. {H}

7.0 Gate Areas (continued)
7.4.1 Signing shall be visible and adequate to direct customers to all services. {R}
7.4.2 Handwritten signs shall not be used and temporary signs must be consistent with the Port Authority
7.4.3 Appropriate directional signing shall be visible at every decision point and consistent with Port Authority

8.0 - Retail Services
8.1.1 All public areas in the retail space shall be clean, well maintained and free of unpleasant odors. {R}
8.1.3 Glass windows and display cases shall be clean. {R}
8.1.5 All walls and columns shall be clean. {R}
8.1.7 Sales and cashier areas shall appear neat, organized and clean. {R}
8.1.8 Heating and air conditioning units and vents shall be clean and free of dust. {R}
8.1.9 Television monitors shall be clean and free of dust. {R}
8.2.1 Carpets shall be free of holes, rips and worn or frayed areas. {R}
8.2.3 Entranceways shall be in good condition, free of marks, scratches or any visible damage. {R}
8.2.4 Security grille/shutters and/or roll gates shall be without defect when deployed or otherwise
kept out of sight. {R}
8.2.5 Furniture, display cases, shelving and fixtures shall be in good condition with no gouges, scratches, graffiti
or broken pieces. {R}
8.2.7 Walls and columns shall be free of large cracks, holes and graffiti. {R}
8.2.8 Apparel and accessories shall be neatly folded or hung in the appropriate area. {R}
8.2.9 All displays and racks shall be arranged so as to permit free movement by customers with
carry-on baggage. {R}
8.2.10 Stock shall be stored out of view of customers and stored within one (1) hour of delivery. {R}

8.0 Retail Services (continued)
8.2.11 Ceilings shall not be stained or have any broken tiles. {R}
8.2.13 Heating and air conditioning units shall be in good working order. {R}
8.2.14 Packaging, shipping materials and delivery carts shall be removed within one (1) hour from
all public areas. {R}
8.3.1 In the event of flight delays, essential services shall remain open for passengers in the terminal after
normal business hours. {H}
Retail 72 foot-candles. {H}
8.3.3 Music system shall be in a clear and audible working condition with appropriately set volume level. {H}
8.3.4 All entrances to establishments shall be kept clear of merchandise and sales/advertising stanchions. {R}
8.4.1 Store policies regarding credit cards, returns/refunds, etc. shall be clearly displayed. {R}
8.4.2 Operators shall prominently display Street Pricing signing. {R}
8.4.3 A telephone number shall be visible so customers can call with complaints or compliments. {R}
8.4.4 Tip receptacles are not permitted. {R}
8.4.5 Hours of operations shall be prominently displayed and fully observed. {R}
8.4.6 Appropriate signing shall be visible, and clearly direct customers to all retail facilities. {R}
8.4.7 Handwritten signs shall not be used and temporary signs shall be consistent with the Port Authority

8.4.8 Illuminated signs shall be in proper working condition. Flashing or blinking signs shall not be used, and
the use of red LED (Light Emitting Diode) signs is discouraged. Red LED signs shall not be used in all
new installations. {R}
8.4.9 Retail areas under construction shall be provided with professional signs on barricades with an opening
date whenever possible, and may include a rendering of the new facility. Signing shall be updated
as necessary. {R}
8.4.10 When a retail outlet is closed for unscheduled reasons, appropriate signs shall be posted advising
customers of the nearest, similar operating retail outlet. {R}
8.4.11 There shall be no unauthorized postings. {R}
8.4.12 All retail outlets offering sale of Metro Cards shall have appropriate signing. {R}
8.5 Standards of Retail Employees
In addition to the following standards, all employees shall conform to the same Employee Attitude, Appearance,
Awareness and Knowledge as outlined in Standard 1.0.
8.5.1 Employees shall be able to direct customers to other outlets if item is not available in their shop. {R}
8.5.2 Employees shall always offer customers a receipt and say thank you or an appropriate pleasant closing.
{R}
8.5.3 Employees shall always give correct change. {R}
8.5.4 Employees shall make every effort to make change for customers or direct customers to nearest change
machine, i.e. for telephone calls. {R}
8.5.5 All shops shall have sufficient cash available immediately upon opening to make change for early
morning sales. {R}
8.5.6 Any complaints shall be dealt with promptly. {R}
8.5.7 Employees shall have appropriate knowledge of items being sold. {R}
8.5.8 Employees shall not use personal electronic devices, including but not limited to cell phones and MP3
players. The only musical audible to customers shall be provided by the audio system. {R}

8.6 Standards of Product
8.6.1 All items shall be sold at Street Prices as defined in the lease/permit. {R}
8.6.2 Merchandise shall be attractively displayed. {R}
8.6.3 Terminal Operators shall ensure that concessionaires provide a variety of items that meet customers
needs, both before and after security, including: reading materials (selection of periodicals and books),
candy and snacks, health and beauty items, travel and business supplies, discretionary items such as
local gifts, souvenirs and toys, and other sundries. {R}
8.6.4 Damaged merchandise shall be removed from display areas immediately. {R}
8.6.5 Displays shall be maintained to provide an uncluttered appearance. {R}
8.6.6 All prices shall be clearly displayed. {H}
8.6.7 No items shall remain on shelves past expiration dates. {R}
8.6.8 Merchandise shall be stocked in quantities sufficient for normal customer traffic. {R}
8.6.9 Merchandise shall be delivered to shops in appropriate carts and at non-peak periods or during
off-hours whenever possible. {H}

9.0 - Food & Beverage Services
9.1.1 All areas in the establishment shall be clean and well maintained. {R}
9.1.2 Debris shall be removed from tables and counters within two minutes. {R}
9.1.3 Area shall be free of unpleasant odors. {R}
9.1.5 Entranceways and frames shall be free of smudges, dirt and grime. {R}
9.1.7 Glass windows and display cases shall be clean. {R}
9.1.8 All food used for display purposes shall be changed regularly. {R}
9.1.9 Sales and cashier areas shall appear organized and clean. {R}
9.1.10 Tray slides shall be clean. {R}
9.1.11 Trays shall be sanitized after every use. {H}
9.1.13 Exhaust hoods, ducts, fans and filters shall be clean and appropriately maintained. {R}
9.1.14 All visible cooking equipment shall be clean. {R}
9.1.16 Heating and air conditioning units and vents shall be clean and free of dust. {H}
9.1.17 Television monitors shall be clean and free of dust. {R}

9.0 Food & Beverage Services (continued)
9.2.1 Carpets shall be free from holes, rips and worn or frayed areas. {R}
9.2.3 Entranceways and frames shall be in good condition, free of marks, scratches or any visible damage. {R}
9.2.4 All tables, chairs, booths, display cases, and fixtures shall be in good condition with no deep scratches,
gouges, graffiti or broken pieces. {R}
9.2.5 All visible cooking equipment shall be well maintained and in good working order. {R}
9.2.6 Ceilings shall be free of stains and broken tiles. {R}
replaced, with no broken visible parts. {R}
9.2.8 Packaging, shipping materials and delivery carts shall be removed within one (1) hour from
all public areas. {R}
9.2.10 Trash receptacles shall be clean and in good condition, without dents, marks or peeling paint. {R}
9.2.12 Heating and air-conditioning units shall be in good condition, free of any visible damage. {R}
9.3.1 In the event of flight delays or cancellations, hours of operations shall be extended to accommodate
passengers. {H}
9.3.2 All lighting shall meet and conform to the Illuminating Engineering Society of North America (IES)
standards: Dining Area 23 foot-candles. {H}
9.3.3 Music system shall be clear and audible with appropriately set volume level. {H}

9.3.4 All entrances to establishments shall be clear of merchandise and sales/advertising stanchions and not
obstruct entrance. {R}
9.3.5 Heating and air conditioning units shall be in working order. {R}
9.4.1 Store policies regarding credit cards shall be clearly displayed. {R}
9.4.2 Operators shall prominently display Street Pricing signing. {R}
9.4.3 Tip receptacles are not permitted. {R}
9.4.4 Operators shall clearly display a telephone number for customer complaints or compliments. {R}
9.4.5 Hours of operations shall be prominently displayed and fully observed. {R}
9.4.6 Appropriate signing shall be visible to direct customers to all food and beverage facilities. {R}
9.4.8 Illuminated signs shall be in proper working condition. Flashing or blinking signs shall not be used,
and the use of red LED (Light Emitting Diode) signs is discouraged. Red LED signs shall not be used
in new installations. {R}
9.4.9 Food and Beverage areas under construction shall be provided with professional signs on barricades
with an opening date whenever possible and may include a rendering of the new facility. Signing shall
be updated as necessary. {R}
9.4.10 When food and beverage facilities are closed, appropriate signs shall be posted advising customers
of the nearest, operating facilities. {R}
9.4.11 There shall be no unauthorized postings. {R}
9.5 Standards of Food and Beverage Employees
In addition to the following standards, all employees shall conform to the same Employee Attitude, Appearance and
Knowledge as outlined in Standard 1.0.
9.5.1 Employees shall be able to direct customers to other outlets if an item is not available in their shop. {R}
9.5.2 Employees shall always provide customers with a receipt and thank you or an appropriate
pleasant closing. {R}

9.5.3 Employees shall always give correct change. {R}
9.5.4 Employees shall make every effort to make change for customers, i.e. for telephone calls. {R}
9.5.5 Employees shall not use personal electronic devices, including but not limited to cell phones and MP3
players. The only music audible to customers shall be provided by the unit audio system. {R}
9.5.6 All shops shall have sufficient cash available immediately upon opening to make change for early
morning sales. {R}
9.5.7 Any complaints shall be dealt with promptly. {R}
9.6 Standards of Product
9.6.1 Terminal Operators shall ensure that concessionaires provide a variety of menu items that meet
customers needs, both before and after security, including: hot and cold menu items for breakfast,
lunch and dinner; hot and cold beverages (non-alcoholic and alcoholic); quick serve meals to go;
sit down restaurant facilities; and a selection of healthy dishes (low fat, salads, etc.). {R}
9.6.2 Menus shall be well designed, clean and display the correct prices. {R}
9.6.3 All items shall be sold at Street Prices as defined in the lease/permit. {R}
9.6.4 No items shall remain on shelves past expiration dates. {H}
9.6.5 Operators shall make every attempt to ensure that all menu items are available. {R}
9.6.6 Hot food shall be delivered hot and cold food shall be delivered cold. {R}
9.6.7 Merchandise shall be delivered, whenever possible, to food and beverage areas in appropriate carts
and at non-peak periods or during off-hours. {H}

10.0 - Baggage Claim
Baggage Claim General Requirements
a) Baggage carts shall be readily available at all cart racks at all times. {H}
b) Public Address System (PAS) shall be available. {H}
c) Information display on baggage belt shall be available. {R}
10. 1 Standards of Cleanliness
10.1.1 Baggage carousels shall be wiped clean and be free of debris. {R}
10.1.3 Trash receptacles shall be clean and not overflowing with debris. {R}
10.1.9 Windows shall be clean and free of streaks and smudges. {R}
10.1.10 Walls and columns shall have a clean appearance, free of dirty and marks. {R}
10.1.11 Conveyor curtains shall be clean and free of dirt and debris. {R}
10.2.1 All carousels shall be in good condition with no gouges, scratches, graffiti or broken pieces. {R}
10.2.2 Carpet shall be free of holes, rips, worn or frayed areas and flooring shall be free of large gouges,
cracks and broken pieces. {H}

10.0 Baggage Claim (continued)
10.2.6 Seating shall be free of rips, tears and broken parts. {R}
10.2.7 Windowsills shall be in good condition, free of scratches or marks. {R}
10.2.8 Windows shall be in good condition, free of scratches or marks. {R}
10.2.9 Walls and columns shall be free of large cracks, holes and graffiti. {R}
10.2.12 Unattended baggage carts shall be returned to the dispenser racks promptly and not allowed to collect
in an unsightly manner and impede passenger flow. {R}
10.2.13 Conveyor curtains shall be in good condition free of rips, tears and broken parts. {R}
10.3.1 Baggage carousels shall be in good working order and have no areas that could cause damage to
baggage or injury to customers. {H}
10.3.2 The Public Address System shall be clear and audible. {H}
10.3.3 All information display systems shall be clear, visible and accurate and in good working order. {H}
10.3.4 Television monitors shall be in good working condition. {R}
10.3.5 All lighting shall meet and conform to the Illuminating Engineering Society of North America (IES)
standards: Baggage Area 35 foot-candles. {H}
10.3.6 Unclaimed baggage shall be moved to and stored in a secure area in accordance with Federal and local
regulations, as well as air carrier or Terminal Operators requirements. {R}
10.3.7 Speed of arrival baggage delivery shall be consistent with industry practice ;and may vary depending on
load factors, where the aircraft is parked (terminal gate or remote parking location), domestic or
international flights but in all cases baggage delivery shall not exceed:
For all aircraft, the first bag shall be delivered within fifteen (15) minutes after block time or after the
first passenger arrives in the baggage claim area. {H}
For narrow-body aircraft, the last bag shall be delivered within thirty (30) minutes after block time. {H}
For wide-body aircraft, the last bag shall be delivered within fifty (50) minutes after block time. {H}

10.0 Baggage Claim (continued)
10.3.8 Accuracy of baggage delivery shall not exceed monthly average of mishandled baggage as published by
the US DOT Air Travel Consumer Report. {H}
10.4.1 Signing shall be visible and adequate to direct customers to all services. {R}
10.4.3 All baggage carousels shall be clearly identified and where applicable, by airline. {R}
10.4.4 In the event baggage delivery is delayed, a public address announcement regarding the delay
shall be made in the baggage claim area. Passengers shall be kept informed as to the status of baggage
delivery. {R}
10.4.5 Advertising and display areas shall be in good repair and shall be consistent with Port Authority

11.0 - Ground Transportation & Welcome Centers
Welcome Centers
11.1.1 Counters shall appear clean and organized, uncluttered and without visible damage. {R}
11.1.2 Computers and monitors shall be clean and free of dust. {R}
11.1.3 All telephones, including self-service phones shall be clean and free of debris. {R}
11.1.4 All panels and displays including self-service areas shall be clean and free of debris. {R}
On-Airport Bus Services
11.1.5 All vehicle lighting shall be clean and free of debris. {R}
11.1.6 Vehicle exteriors shall be clean and have a freshly washed appearance. {R}
11.1.7 Vehicle interiors shall be clean and free of debris. {R}
11.1.8 Pictures, frames and advertising shall be clean and free of dust and graffiti. {R}
11.1.9 All glass shall be clean and free of streaks and smudges, and dirt and grime. {R}
11.1.10 Seating shall be clean and free of graffiti. {R}
Permittee Services
11.1.11 Vehicle exteriors shall be clean and have a freshly washed appearance. {R}
11.1.12 Vehicle interiors shall be clean and free of debris. {R}
11.1.13 All glass shall be clean and free of streaks and smudges, and free of dirt and grime. {R}

11.0 Ground Transportation & Welcome Centers (continued)
Bus Shelters
11.1.15 All bus shelter exteriors shall be clean and have a freshly washed appearance. {R}
11.1.16 All bus shelter interiors shall be clean and free of debris. {R}
11.1.17 Pictures, frames and advertising shall be clean and free of dust and graffiti. {R}
11.1.18 All glass shall be free of streaks and smudges, and dirt and grime. {R}
11.1.21 All sidewalks shall be clean and free of debris including gum and cigarettes. {R}
Welcome Centers
11.2.1 Counters and workspaces shall be maintained in good condition with no gouges, scratches, graffiti
or broken pieces. {R}
11.2.2 Computers and monitors shall be in good working condition. {R}
11.2.3 All telephones, including self-service phones shall be in good condition. {R}
11.2.4 All panels and displays shall be in good condition, free of marks, scratches, gouges and
any visible damage. {R}
Airport Bus and Permitee Services
11.2.6 All vehicle lighting shall be operational with all lamps lit and no visible broken parts. {H}
11.2.7 Vehicular body damage shall be repaired promptly. {R}
11.2.8 Pictures, frames and advertising shall be in good condition with no marks, scratches or visible damage.
{R}

11.2.9 All glass shall be in good condition, free of scratches, chips and broken pieces. {R}
11.2.10 Seating shall be free of tears, rips and missing or broken pieces. {R}
11.2.12 All bus shelters shall be in good condition with no gouges, scratches, graffiti or broken pieces. {R}
Permittee Services
11.2.13 Vehicle exteriors shall be in good condition, with all damage repaired promptly. {R}
11.2.14 Vehicle interiors shall be in good condition. {R}
11.2.15 All glass shall be in good condition, free of marks, scratches and broken pieces. {R}
11.2.16 Seating shall be free of rips, tears and missing or broken pieces. {R}
Bus Shelters
11.2.17 All bus shelter exteriors shall be in good condition with no visible damage. {R}
11.2.18 All bus shelter interiors shall be in good condition, free of missing or broken pieces. {R}
11.2.19 Pictures, frames and advertising shall be in good condition, free of scratches and graffiti. {R}
Welcome Centers
11.3.1 All customer care representatives shall be knowledgeable in all alternate modes of transportation in the
event of transportation delays. {R}
11.3.2 All lighting shall conform to Illumination Engineering Society of North America (IES) standards as they
pertain to this area and activity. {R}
11.3.3 All buses must be equipped with automated recording announcements or the bus drivers must make
audible announcements of the airport terminal or bus stops. {H}
11.3.4 Computers and monitors shall function properly, {R}
11.3.5 All telephones, including self-service telephones, shall function properly. {R}

11.3.6 Vehicles shall not make excessive noise or give off unpleasant odors and fumes. {H}
11.3.7 Air conditioning and heaters shall be in proper working condition and maintain appropriate
temperatures. {R}
11.3.8 Doors shall operate properly and easily. {H}
11.3.9 Waiting time during peak periods shall not exceed fifteen (15) minutes. {R}
11.3.10 Public Address systems and announcements shall be clear audible, and up to date. {R}
11.3.11 Handicapped lifts or kneeling bus apparatus shall function properly as referenced to Standard 19.0
Passengers with Reduced Mobility. {R}
Permittee Services
11.3.12 Vehicles shall not make excessive noise or give off unpleasant odors and fumes. {H}
temperatures. {R}
11.3.14 Only authorized permittees shall make pick-ups at designated areas. {R}
11.4 Signs, Directions and Information
Welcome Centers
11.4.1 All signs and postings shall be consistent with Port Authority Aviation Signing and Wayfinding Standards.
{R}
11.4.2 Welcome Center waiting area shall be clearly identified. {R}
11.4.3 All transportation information shall be accurate and up to date. {H}
11.4.4. All Ground Transportation telephone information panels shall be consistent with Port Authority Aviation

11.4.5. Buses, vans and free shuttle vehicles shall be easily identifiable and have route/destination signs
clearly posted. {R}
11.4.6. Pick-up locations shall be clearly designated. {R}
11.4.7. Handwritten signs shall not be used and temporary signs must be consistent with Port Authority Aviation
11.4.8. All Variable Message Signs shall operate properly and display the correct information. Red LED (Light
Emitting Diodes) signs shall not be used in new applications. {R}
11.4.9. Airline directories, where posted, shall be current and up-to-date. {R}
Bus Shelters
11.4.10. Bus wait times shall be prominently displayed. {R}
11.4.11. Airline directories, where posted, shall be current and up-to-date. {R}
11.5 Assistance to Passengers with Reduced Mobility by Permitted Ground Transportation

Operators (See Standard 19.0)
11.5.1 Permitted bus and van ground transportation operators will provide regular service or para-transit or
other special transportation service at no additional cost for persons with reduced mobility, including
those persons using non-collapsible motorized wheelchairs. {R}
11.5.2 Permitted bus and van ground transportation operators should provide the service described above at
posted times or as agreed upon for pre-arranged service or within fifteen (15) minutes of the agreed
upon pick-up time at the Welcome Center.{R}

12.0 - Taxi Dispatch Service
12.1.1 Taxi booths shall have clean windows and be free of graffiti. {R}
12.1.2 Taxi booth interiors shall be clean and free of visible clutter, such as newspapers, books, magazines
and personal electronic devices. {R}
12.1.3 Taxi passengers waiting areas shall be clean and free of debris including gum and cigarettes. {R}
12.2.1 Taxi booths windows shall be in good condition, free of scratches and broken pieces. {R}
12.2.2 All taxi booths shall be in good condition with no dents, scrapes, debris or peeling paint. {R}
12.2.3 Taxi passenger waiting areas shall be in good condition with no cracks or missing surface areas. {R}
12.2.4 Queue line railing, where installed, shall be free of defects. {R}
12.3 Functionality
12.3.1 In the event of a shortage of taxicabs, staff shall advise customers of alternative means of transportation. {R}
12.3.2 Queues for taxi service shall not exceed twenty (20) customers on line or customers shall not wait more
than ten (10) minutes. {H}
12.4.1 Handwritten signs shall not be used and temporary signs shall be consistent with the Port Authority
12.4.2 A plaque with the Taxi Dispatchers name shall be clearly visible at each Taxi Dispatch Booth. {R}
12.4.3 Taxi rate information must be posted or be provided to the passengers. {R}
12.5 Standards of Taxi Dispatch Employees
Knowledge standards as outlined in Standard 1.0.
12.5.1 Taxi dispatch employees must be knowledgeable regarding taxi fares, tolls and distances to locations. {H}
12.5.2 Taxi dispatch employees shall not solicit or accept any tips. {H}

13.0 - Parking Lots & Garage Services
13.1.1 Crosswalks, sidewalks and parking lot surfaces shall be clean and free of all dirt and debris. {R}
13.1.2 Escalators and elevators shall be clean and free of debris. {R}
13.1.4 All structures and equipment shall be free of dirt and graffiti. {R}
13.1.5 All light fixtures and assemblies shall be clean and free of graffiti. {R}
13.1.6 All windows shall be clean and free of streaks and smudges and be clear of obstructions. {R}
13.1.7 Parking lot bus shelters shall be clean and free of debris. {R}
13.1.8 Cashier booth interiors shall be clean and free of visible clutter, such as newspapers, books, magazines,
and personal belongings. {R}
13.1.9 Drains shall be clear and free of debris. {R}
13.2.1 Parking lot surfaces shall be well maintained, smooth and free of potholes and weeds. {R}
13.2.2 Escalators and elevators shall be in good condition with no gouges, scratches, graffiti and broken pieces.
{R}
13.2.4 All equipment including Ticket Issuing Machines (TIMs) shall be in good condition. {R}
13.2.5 All structures shall be in good condition with no gouges, scratches, graffiti or broken pieces or rust. {R}
13.2.7 All windows shall be in good condition, free of marks, scratches and broken or missing pieces. {R}

13.0 Parking Lots & Garage Services (continued)
13.2.8 All bus shelters shall be in good condition with no gouges, scratches, graffiti or broken pieces. {R}
13.2.9 There shall be no standing water more than one-half inch (1/2) deep, eight (8) hours after a rainstorm.
{R}
13.2.10 Phone and intercoms shall be in good condition with no gouges, scratches, graffiti or broken pieces. {H}
13.2.11 Striping shall be visible. {R}
13.2.12 Unattended baggage carts and wheelchairs shall be returned to dispenser racks or appropriate location
promptly or located so as not to impede the flow of passengers or vehicles, and not allowed to collect
in an unsightly manner. {R}
13.2.13 All fences and barriers shall be well maintained, rust free and properly secured. {R}
13.3.1 All lighting shall conform to Illumination Engineering Society of North America (IES) standards as they
pertain to this area and activity. {H}
13.3.2 Properly uniformed and identifiable personnel shall be readily available to assist customers during
designated travel periods and to respond to emergency situations within twenty (20) minutes of the
customers request. {H}
13.3.3 All equipment shall be functioning and in good working order. {R}
13.3.4 Every parking lot shelter shall have an emergency phone in good working order with clear instructions.
{H}
13.3.5 All telephone and intercoms shall be in good working order with appropriate volume and all functions
operating. {H}
13.3.6 Escalators and elevators shall be in working order. {R}
13.3.8 Each elevator emergency phone or communication device shall be in working condition. {H}
13.3.9 A red light shall be displayed indicating a closed lane. {R}
13.3.10 Vehicle queues at parking exit plazas shall not exceed a maximum allowable queue length or other
measurable criteria as defined in the parking operators agreement with the Port Authority. {R}

13.0 Parking Lots & Garage Services (continued)
13.4.1 Parking rates and fees, indicating the maximum rate for a 24-hour period as well as the credit cards
accepted, shall be prominently displayed at all entrances and consistent with Port Authority Aviation
13.4.3 Aisle numbers and markings shall be visible and consistent with Port Authority Aviation Signing and
Wayfinding Standards. {R}
13.4.4 Signing in bus shelters shall display the bus stop number, the schedule, or frequency of service, airline
locations (at LGA) and route information and be consistent with Port Authority Aviation Signing and
Wayfinding Standards. {R}
13.4.5 Signing for help phones and services shall be clear and visible and consistent with Port Authority
13.4.6 A plaque with the cashiers name and a telephone number for customer comment or complaint shall be
clearly visible at each cashier booth. {R}
13.4.7 Emergency phones shall be clearly marked/identifiable and readily available. {H}
13.5 Standards of Parking Employees
Knowledge as outlined in Standard 1.0.
13.5.1 If requested, parking employees shall be capable of providing driving directions to other major airports
and off airport areas verbally and/or with printed materials. {R}
13.5.2 Employees shall provide a thank you or an appropriate pleasant closing to every customer. {R}
13.5.3 Parking employees shall not solicit or accept any tips. {H}

14.0 - Construction
All areas undergoing renovation or construction shall present a neat appearance with all necessary signing in place
and appropriate safety measures taken. Moreover, adherence to all procedures outlined in the Tenant Alteration
Procedures and Standards Guide is essential.
14.1.1 All surface areas in proximity to the work site shall be free of dust and debris and present a clean
appearance. {R}
14.1.2 Temporary walls and screening shall be free of graffiti, dirt and debris. {R}
14.2.1 No work area shall present a hazard, which may cause a customer or employee to slip, fall or be hit by
falling debris or construction materials. {H}
14.2.2 Temporary walls shall be finished with visibly attractive scenes or renderings of the project or any
temporary signs consistent with Port Authority Aviation Signing and Wayfinding Standards. {R}
14.2.3 Storefronts under construction shall have a uniform barrier wall or window dressing that is attractive
and conceals construction activity, as indicated in the Tenant Alteration Application (TAA). {R}
14.2.4 Air conditioning and heating shall be uninterrupted in the public areas of the airport facility. {H}
14.2.5 Floors shall be dry and free of spills or water. {R}
14.2.6 Temporary walls/barricades shall be well maintained with no holes, dents, marks or tears. {R}
14.2.8 No unpleasant odors shall be emitted from the construction site. {R}
14.2.9 Sound suppression efforts shall be employed that meets the airports operational restrictions on noise in
passenger terminal buildings. This may include confining work to certain times of the day. Whenever
possible, construction equipment, electrical equipment and tools shall not be visible to customers. {R}
14.2.10 Construction workers shall obtain and prominently display official identification. {H}

14.0 Construction (continued)
14.3.1 Placement of construction walls or other interior construction activities shall not degrade existing lighting
quality or standards in the vicinity of the construction area. {R}
14.3.2 All lighting shall conform to Illuminating Engineering Society of North America (IES) standards. {R}
14.3.3 Construction activity shall be designed to minimize interference with passenger circulation paths, and if
construction does impede with circulation alternative routes will be established in a safe manner. {H}
14.3.4 Construction employees shall comply with all relevant Port Authority Airport Rules and Regulations. {R}
14.4.1 Signing and information shall be made available to customers explaining the benefits of the project,
what is being renovated or constructed, and when it will be completed. {R}
14.4.2 Signs designating alternate facilities shall provide clear directions and hours of operation. {R}
14.4.3 Adequate directional signing, consistent with Port Authority Aviation Signing and Wayfinding Standards,
shall be provided when construction barricades hide or obstruct facilities, egress, and services. {R}

15.0 - Charter Operations
These standards are being issued to Terminal Operators, Aircraft Owners and/or Tour Operators involved in the
operation of charter flights and exclude scheduled carriers. All standards in this section are rated as high priority.
15.1 Standards for Representation
15.1.1 For arrivals only, an authorized representative of the aircraft owner and/or tour operator shall sign in and
sign out with the Terminal Operator and be on duty one (1) hour prior to the scheduled arrival of the
aircraft and two (2) hours after aircraft arrival.
15.1.2 For departures only, the aircraft owner or tour operator(s) shall have a minimum of one authorized
representative on duty at least two and one-half (2-1/2) hours prior to the scheduled departure of the
aircraft and shall remain on duty until the flight is airborne. The representative shall sign-in and sign-out
with the Terminal Operator.
15.1.3 Aircraft owner or tour operator(s) representatives shall be empowered to assist stranded passengers in
all areas of customer service. (See Standard 17.0)
15.1.4 Prior to the approval of a schedule, the aircraft owner or tour operator(s) shall provide the Port Authority
and the Terminal Operator with:
a. The name of the Company responsible for providing information, assistance and accommodations
to passengers in the event of a delay, cancellation or other problem situation;
b. Name(s) of all authorized representative(s) on duty;
c. 24-hour telephone contact;
d. 24-hour fax number;
e. E-mail address;
f. Mailing address;
g. The name of ground handling company;
h. Name and contact of handling companys authorized representative;
i. Name of company or party responsible for all fees including, but not limited to: landing, passenger
fees, handling, fuel, catering, security, passengers inconvenience, mishandled baggage, additional
maintenance, etc.
j. Provide website address for posting of information.

15.0 Charter Operations (continued)
15.1.5 The Company responsible for all fees and ancillary costs shall post a bond in an amount and form at the
discretion of the Port Authority prior to each season during which it plans to operate.
15.1.6 The Company responsible for all fees and ancillary cost shall confirm in writing to the Port Authority and
the Terminal Operator that it has obtained all slot approvals and shall identify the handling company and
location for processing arriving and departing passengers and baggage for all tenant operated facilities.
15.1.7 An Airline or ground handling company that enters into an agreement with an aircraft owner or tour
operator(s) to provide facilities, passenger and baggage check-in and assistance on arrival, shall include
these standards in the arrangements and make every effort to assist stranded passengers.
15.2 Standards for Information
15.2.1 The proposed flight schedule shall be provided to the Port Authority at least 72 hours prior to the flights
scheduled arrival or departure time. For EWR Terminal B operation requests, flight schedules shall be
submitted at least fifteen (15) days prior.
15.2.2 Passengers shall be provided with access to 24 hour a day arrival and departure information.
15.2.3 Passengers shall be notified of all check-in and arrival location information including terminals, check-in
locations and time requirements, as well as scheduled arrival time and procedures prior to their arrival at
the airport.
15.2.4 For international flights, the aircraft owner or tour operator(s) shall notify passengers of all required
documentation for originating and destination country.
15.3 Standards for Services in case of flight delay or cancellation
15.3.1 Authorized representative(s) shall inform passengers of flight status (delay or cancellation) no later than
fifteen (15) minutes after scheduled departure time, and shall repeat an advisory process every thirty
(30) minutes, or as required.
15.3.2 In accordance with airlines and/or terminal operators procedures, food, refreshments, restroom facilities
and medical assistance shall be made available as required.
15.3.3 When ticket prices for chartered flights include a package of airfare, hotel, meals and ground
transportation, passengers shall be informed in advance and in writing of any re-accommodation,
compensation or refund policy in the event of extensive (24 hours or more) delay or cancellation.

16.0 - Ramp and Airside Areas
Ramp and airside areas are clearly visible to the traveling public from departing and arriving aircraft as well as from
airport terminals. Ramp condition, cleanliness and general appearance can greatly influence the overall perception
of the airport and work towards accomplishing the goal of achieving customer satisfaction. These standards shall
apply to all terminal operators, airlines, cargo facility operators, the Port Authority, ground service/handling
companies and all their contractors and sub-contractors.
In order to implement and enforce the Ramp and Airside Airport Standards, a separate facility quality assurance
review program will be developed with partners
16.1 Standards of Ramp Cleanliness
16.1.1 All Ramp/Airside areas shall be free of Foreign Object Debris (FOD) in accordance with FAA advisory
Circular 150/5380-5B and Port Authority Rules and Regulations. {H}
16.1.2 All ramp areas under the responsibility of terminal operators or the airport authority shall be clean and
free of debris, grease and oil and have speedi-dry type material available. {H}
16.1.3 Entrance and exit doors and frames to/from ramp areas shall be free of dirt and grime. {R}
16.1.4 All windows visible from ramp/airside shall be clean and free of streaks and smudges. {R}
16.1.5 All trash receptacles shall be emptied in order to prevent the overflow of debris. {R}
16.1.6 Walls, columns and doors shall be clean and free of graffiti. {R}
16.1.7 All service roads, as well as walkways and sidewalks shall be clean and free of debris. {R}
16.1.8 Interline Baggage transfer areas shall be clean and free of debris. {R}
16.1.9 All drains shall be clear and free of debris. {R}
16.1.10 Guard booth interiors shall be clean, free of debris, clutter and graffiti and have no personal items visible.
{R}
16.1.11 Guard booth windows shall be clean and free of streaks and smudges, and dirt and grime. {R}
16.2 Standards of Equipment Cleanliness
16.2.1 All ground support equipment (motorized and non-motorized equipment) shall be clean and free of
debris. {R}
16.2.2 Buses and/or Mobile Lounges shall be clean and have a freshly washed appearance. {R}

16.0 Ramp & Airside Areas (continued)
16.2.3 Bus and/or Mobile Lounge seating shall be clean and free of graffiti. {R}
16.2.4 Bus and/or Mobile Lounge windows shall be clean and free of streaks and smudges and free of dirt
and grime. {R}
16.2.5 Bus and/or Mobile Lounge carpet and floors shall be free of debris and stains and shall appear clean.
{R}
16.2.6 Aircraft loading bridges shall be clean and free of debris and have a freshly washed appearance. {R}
16.3 Standards of Ramp Condition
16.3.1 Unserviceable equipment (motorized and non-motorized) shall not be stored at the Air Terminal.
Storage of such equipment is permitted on a temporary basis in cargo and/or compound areas, out
of sight of the general public, while scheduling the equipments removal from airport property. {R}
16.3.2 All service roads, as well as walkways and sidewalks shall possess clearly defined pavement markings.
{R}
16.3.3 All fences and barriers shall be well maintained, rust free and properly secured. {R}
16.3.5 All ramp surface areas shall be smooth and free of potholes and weeds. {R}
16.3.6 All service roads shall be well maintained and free of potholes and weeds. {R}
16.3.7 Guard booths shall present a well-maintained appearance, free of clutter, debris and graffiti. {R}
16.3.9 All ramp surface areas shall be clearly marked to support marshalling program of both aircraft and
ground support equipment. {H}
16.4 Standards of Equipment Condition
16.4.1 Ground Support Equipment shall be parked and stored in clearly striped, designated areas. {R}
16.4.2 Ground Support Equipment shall be in good condition and in accordance with Port Authority
Police inspections. {R}
16.4.3 Bus and/or Mobile Lounge seating shall be free of rips, tears and broken parts. {R}

16.0 Ramp & Airside Areas (continued)
16.5 Standards of Equipment Functionality
16.5.1 Buses and/or Mobile Lounges shall be in good working order. {R}
16.5.2 Buses and/or Mobile Lounges heating and air conditioning units shall be in working condition. {R}
16.5.3 Buses and/or Mobile Lounges shall not make excessive noise or give off unpleasant odors and fumes.
{R}
16.5.4 Communication equipment on Buses and/or Mobile Lounges shall be clear and audible. {R}
16.5.5 Ramp equipment and cargo including containers shall be staged in an orderly fashion. {R}
16.5.6 Ground Support Equipment shall be maintained in good working order with no obvious fuel, oil or
grease leaking on the ramp surface. {R}
16.5.7 Aircraft loading bridges shall be in good working order. {R}
16.5.8 Interline baggage transfer equipment shall be in good working order. {R}
16.5.9 Where applicable Terminal Operators shall provide clearly marked walkways from terminal to aircraft
so as to safely deplane and board passengers and flight crews. {R}
16.6.1 Handwritten signs shall not be used and any temporary signs shall be consistent with Port Authority
16.6.2 Gate numbers shall be clearly marked and visible at all times. {R}

17.0 - Assistance to Stranded Passengers
In order to implement and provide customer service during severe delays, a joint committee consisting of Terminal
Operators, Airlines and the Port Authority will establish an arrangement to house, feed and transport, or provide
cots, blankets and pillows to passengers during late night hours when such services are not usually available.
The Port Authority will arrange for the presence of necessary Port Authority service providers to furnish applicable
services during late night hours.
The Following Defines Stranded Passengers
Passengers are considered stranded on board an aircraft, when an aircraft is delayed at a remote parking
position for more than two (2) hours on departure and one (1) hour on arrival, with no access to lavatories, food,
beverage, medical assistance or communication, or are unable to disembark or unable to be transported to a
terminal building.
Passengers are considered stranded inside a terminal, when a flight is delayed or cancelled and the airline or
terminal operator is unable to provide timely information on the status of the flight or alternate means of
accommodations. Passengers will also be considered stranded inside a terminal when they are unable to
arrange landside transportation for any number of reasons.
The Following Defines Areas of Responsibility
Assistance to arriving or departing passengers stranded on board an aircraft shall be the responsibility of the airline.
Assistance to departing or arriving passengers stranded inside a terminal is the responsibility of the airline, and in
some cases the Terminal Operator or the Port Authority. Airlines shall be responsible for providing accurate and up
to date information to the general public. The Port Authority of NY & NJ has pledged to assist airlines during flight
delay situations. PAPRICA (Port Authority Passenger Recovery in Cooperation with the Airlines) is the guideline
airlines shall use during flight delays.
17.1 Assistance to passengers stranded on board an aircraft
17.1.1 Passengers shall be informed, in a timely and frequent manner, of existing traveling conditions, whether
a delay or cancellation, and the arrangements to deplane the aircraft when stranded on board an aircraft
for two (2) hours or longer. {H}
17.1.2 Passengers shall be provided with essential needs such as food, water, heat and air conditioning and
restroom facilities on board. {H}

17.0 Assistance to Stranded Passengers (continued)
17.2 Assistance to passengers stranded inside the terminal
17.2.1 Airlines and/or terminal operators shall keep passengers informed of known delays, cancellations and
diversions with frequent announcements as established by each airline. {R}
17.2.2 In accordance with airlines and/or terminal operators procedures, food, refreshments, restroom facilities
and medical assistance shall be made available as required. {H}
17.2.3 In accordance with airline procedures, reasonable efforts shall be made to safeguard the travel of
passengers with down line connections and reservations including making alternate arrangements
as required. {R}
17.2.4 Airlines are encouraged to provide passengers with any additional services as required by federal
regulation{R}
17.3 Passengers with Reduced Mobility
17.3.1 Special attention shall be provided to passengers with reduced mobility (PRM) or special needs such
as the elderly, disabled, passengers with medical conditions, unaccompanied minors, passengers with
young children and passengers speaking foreign languages. {H}
17.4 Arriving flight information provided to the general public
17.4.1 Airlines and/or terminal operators shall have a responsibility to provide accurate and timely information
to the general public including but not limited to scheduled time of arrival, estimated time of arrival,
notices (or announcements) explaining reason for flight delay, cancellation or diversion, and updating
the arrival information recorded messages and all electronic flight information systems on a timely basis.
{R}

18.0 - AirTrain Stations and Vehicles
Stations: Interior
18.1.2 Floors shall be free of debris and stains and shall appear clean. {R}
18.1.3 All floor mats shall be clean and properly aligned. {R}
18.1.4 All planters shall be clean and free of dust and debris. {R}
18.1.6 Windows and doors shall be clean and free of streaks and smudges. {R}
18.1.7 Trash receptacles shall be clean and not overflowing. {R}
18.1.8 Walls shall have a clean appearance, free of dirt and marks. {R}
18.1.10 Ceilings shall be dust free and unsoiled. {R}
18.1.13 Pictures, frames, directories and advertising shall be clean and free of dust and graffiti. {R}
18.1.15 Elevator cab walls and floors shall be clean and free of debris and graffiti. {R]
18.1.16 Escalators shall be clean and free of debris and graffiti. {R}
18.1.17 All Flight Information Display System (FIDS) and Train Information Display System (TIDS) monitors shall
be clean and free of dust. {R}

18.0 AirTrain Stations & Vehicles (continued)
Stations: Exterior
18.1.18 Entrance and exit doors shall be clean and free of smudges, dirt and grime. {R}
18.1.20 Trash receptacles shall be clean and emptied to prevent the overflow of debris. {R}
18.1.21 Awnings, where present, shall be clean at all times. {R}
18.1.22 Walls shall be clean and free of graffiti. {R}
Trains:
18.1.25 Exteriors shall be clean and have a freshly washed appearance. {R}
18.1.26 Pictures, frames, directories and advertising shall be clean, and free of dust and graffiti. {R}
18.1.28 Walls shall be clean and free of graffiti and scratches. {R}
18.1.29 Ceilings shall be dust free and unsoiled. {R}
18.1.30 Carpet shall be free of holes, rips, worn or frayed areas and flooring shall be free of large gouges, cracks,
gum and stains. {R}
18.1.31 Floors shall be dry, free of spills and water. {H}
18.1.33 Doors shall be clean. {R}
18.1.35 Passenger Information Display System (PIDS) monitors shall be clean and free of dust. {R}

Stations: Interior
18.2.1 Seating shall be free of missing or broken parts. {R}
18.2.2 Tile and floors shall be free of large gouges, cracks and missing pieces. {H}
18.2.3 Floor mats shall be in good condition, without obvious wear and frays. {R}
18.2.4 Planters shall be in good condition, free of any visible damage. {R}
18.2.5 Windowsills shall be in good condition without any missing or broken pieces. {R}
18.2.6 Glass in windows and doors shall have no broken or cracked panes. {H}
18.2.7 Trash receptacles shall be in good condition with no dents, marks or peeling paint. {R}
18.2.8 Walls and columns shall be in good condition, free of marks, scuffs, dents or gouges. {R}
18.2.11 Telephones and telephone areas shall be in good condition, with no broken pieces. {R}
18.2.12 Pictures, frames and advertising shall be in good condition, free from marks, scratches and missing or
broken pieces. {R}
18.2.13 Heating and air conditioning units shall be in good working condition. {H}
18.2.14 Escalators and elevators shall be in working condition. {R}
18.2.15 Flight Information Display System (FIDS) and Train Information Display System (TIDS) monitors shall be
in good condition, with no visible damage. {R}
18.2.16 Unattended baggage carts shall be returned to dispenser racks promptly or located so as not to impede
the flow of passengers or vehicles, and not allowed to collect in an unsightly manner. {R}
18.2.17 Employees personal belongings shall not be visible. {R}
18.2.18 Platform bumpers shall be free of tears and missing or broken parts. {H}

Stations: Exterior
18.2.19 Sidewalks shall be smooth and free of large cracks or missing surface areas. {H}
18.2.20 Entrance and exit doors shall be in good working order. {R}
18.2.21 Windows shall be in good condition with no scratches, chips or broken pieces. {R}
18.2.23 Awnings, where present, shall be in good condition with no visible damage. {R}
18.2.24 Walls and columns shall be in good condition, free of marks, scuffs, dents or gouges. {R}
replaced. {R}
18.2.26 Only authorized vehicles shall utilize restricted curb areas. {R}
18.2.27 Snow and ice shall be removed from walkways, roadways and guide ways to prevent any safety
hazard. {H}
18.2.28 Roadways shall be well maintained and free of potholes. {R}
18.2.29 Baggage carts shall be readily available. {R}
Trains
18.2.30 Exteriors of the trains shall be in good condition, free of visible damage. {R}
18.2.31 Pictures, frames and advertising shall be in good condition, with no marks, scratches or visible damage. {R}
18.2.32 Walls shall be in good condition, free of marks, scuffs, dents or scratches. {R}
18.2.33 Trains shall be in good working order and do not give off unpleasant fumes or noise. {R}
18.2.34 Seating shall be free of tears, rips or graffiti. {R}
18.2.35 Doors shall be in good working order. {H}
18.2.36 Passenger Information Display System (PIDS) shall be in good condition with no visible damage. {R}

Stations: Interior
18.3.1 Flight Information Display System (FIDS) and Train Information Display System (TIDS), shall be clear,
visible and accurate. {R}
18.3.3 Each help phone on the platform and each elevator emergency phone or communication device shall
be in working condition. {H}
18.3.4 All lighting shall conform to the Illuminating Engineering Society of North America (IES) standards as
they pertain to this area and activity. {H}
18.3.5 Public address systems shall be clear and audible. {R}
Stations: Exterior
18.3.6 Unattended baggage carts shall be returned to dispenser racks promptly or located so as not to impede
the flow of passengers or vehicles, and not allowed to collect in an unsightly manner. {R}
18.3.7 All lighting shall conform to the Illuminating Engineering Society of North America (IES) standards as
they pertain to this area and activity. {H}
Trains:
18.3.8 Waiting times at EWR shall not exceed:
Three (3) minutes, between the hours of 1100 and 2000
Four (4) minutes, between the hours of 0500 and 1100, and 2000 and 2400, and
Twenty-four (24) minutes between 2400 and 0500
Waiting times at JFK shall not exceed:
Nine (9) minutes, between the hours of 0600 and 1430
Nine (9) minutes, between 1430 and 0000
Thirteen (13) minutes, between 0000 and 0600

temperatures. {R}
18.3.10 Automated announcements shall be audible and up-to-date. {R}
18.3.11 Public Address systems shall be clear and audible. {R}
18.3.12 Each help phone, emergency phone or communication device shall be in working order. {H}
18.4.1 Route/destination signing shall be clearly posted. {R}
18.4.2 Drop-off and Pick-up points shall be clearly designated. {R}
18.4.3 Clear, visible and accurate signing shall be placed at key decision points and be consistent with Port
Authority Aviation Signing and Wayfinding Standards.{R}
18.4.4 Signing to gates, concourses and services shall be clear, visible and up-to-date. {R}
18.4.5 Flight Information Display System (FIDS), Passenger Information Display System (PIDS) and Train
Information Display System (TIDS) monitors shall be clear, visible and accurate. {R}
18.4.6 Handwritten signs shall not be used and all temporary signs must be consistent with Port Authority
18.4.7 Telephones and/or call boxes shall be easily identified. {R}
18.4.8 Maps and directories shall be accurate, up-to-date and be consistent with Port Authority Aviation Signing
and Wayfinding Standards. {R}

19.0 - Assistance to Passengers with Reduced Mobility
Definition of Passengers with Reduced Mobility
Passengers with Reduced Mobility include, but are not limited to:
1. Persons with disabilities as defined by the American with Disabilities Act An individual is disabled if he or
she meets at least any one of the following tests:
He or she has a physical or mental impairment that substantially limits one or more of his/her major
life activities
He or she has a record of such an impairment
He or she is regarded as having such an impairment
2. Passengers traveling with children and infants, or unaccompanied minors.
3. Passengers that do not speak English.
4. Passengers requiring/requesting the aid of a mobility assistance representative.
Relevant Standards and Regulations
Relevant standards and regulations for accommodating Passengers with Reduced Mobility include, but are not
limited to:
The Air Carrier Access Act and the Department of Transportation rule (Title 14 CFR, Part 382).
The Americans with Disabilities Act
The International Civil Aviation Organization (ICAO) Annex 9 that includes a number of Standards and
Recommended Practices (SARPs) concerning the access to air services and airport facilities by elderly
and disabled persons including revisions by the Facilitation Division (FAL/11).
Transportation Security Administration Training.
Areas of Responsibility
a. For Passengers with Reduced Mobility requiring or requesting assistance, the airline and/or terminal
operator shall assist arriving Passengers with Reduced Mobility deplaning an aircraft and/or requiring
assistance from the aircraft to the curb/ground transportation center or another assistance provider.
b. The airline and/or terminal operator shall assist departing Passengers with Reduced Mobility requiring
assistance from the ticket counter and/or to board the aircraft.

19.0 - Assistance to Passengers with Reduced Mobility (continued)
c. For Passengers with Reduced Mobility requiring or requesting assistance, the Port Authority shall
facilitate departing or arriving Passengers with Reduced Mobility between parking facilities and the
terminal buildings or between terminals.
d. The terminal operator shall provide amenities (concessions, restrooms, telephones, etc.) directories
of accessible areas, and clearly marked signing to facilities to accommodate Passengers with
Reduced Mobility.
19.2 Assistance to Passengers with Reduced Mobility by an Airline or Terminal Operator
19.2.1 Passengers with Reduced Mobility shall receive assistance in getting to and boarding the aircraft and
deplaning and getting to the curb in addition to making connections to other flights. {H}
19.2.2 Passengers with Reduced Mobility shall not be left unattended at any AirTrain platform or station. {H}
19.2.3 Employees shall receive the necessary training to assist in moving and transporting Persons with
Disabilities. {R}
19.2.4 Employees shall receive training in handling mobility aids and assistive devices (electric wheelchairs,
respirator equipment, etc.) used by Persons with Disabilities. {R}
19.2.5 Airlines may require up to 48 hours advance notice to accommodate certain mobility aids and assistive
devices that require preparation time for transport (e.g., respirator hook-up or transportation of an electric
wheelchair on an aircraft). {R}
19.2.6 Unaccompanied minors shall not be left unattended. {H}
19.2.7 Employees shall be available to assist Passengers with Reduced Mobility who are unable to move
independently. {H}
19.2.8 Passengers with Reduced Mobility being dropped off shall be able to obtain assistance at the curbside
within five (5) minutes. {H}
19.2.9 Each terminal operator shall ensure that telephones equipped with telecommunication devices for the
deaf (TDDs) are provided and are clearly marked on directories and above the telephones. {R}
19.3 On-Airport Assistance to Passengers with Reduced Mobility
19.3.1 The Port Authority will make available para-transit or other special transportation services to Persons with
Disabilities who cannot use fixed route bus/rail service between terminal buildings. {R}
19.3.2 The fixed route bus/rail services shall be accessible as required by the Americans with Disabilities Act. {R}
19.3.3 The Ground Transportation Information and/or Help Centers shall provide information to Passengers
with Reduced Mobility using bilingual or multilingual brochures with internationally recognized symbols
and/or interactive display systems. {R}

19.3.4 Unaccompanied minors shall not be left unattended in any parking facility or in an AirTrain station. {H}
19.3.5 Passengers with Reduced Mobility, who cannot move independently, shall not be left unattended in any
parking facility or in an AirTrain station. {H}
19.4 Provision of Wheelchairs to Passengers with Reduced Mobility
19.4.1 Each terminal shall provide wheelchairs to assist in the movement of Persons with Disabilities.
Wheelchairs shall meet the industry standards. {R}
19.4.2 Airlines shall each provide boarding wheelchairs and rams or mechanical lifts for boarding an aircraft not
affixed to a loading bridge. {R}
19.4.3 All wheelchairs may be subject to an inspection of:
a. Armrests sharp edges, cracks, burrs on screw heads, protruding screws, secure fit and locks engage
squarely, all fasteners are present and tight;
b. Wheelchair back upholstery for rips, tears and tautness; all attaching hardware is present and tight;
handgrips are tight and do not rotate on post; back-post brace joints are not cracked, bent or
damaged; safety belts are checked for fraying and hardware functionality;
c. Seats, cross braces and frames upholstery for rips, tears and tautness; attaching hardware is present
and tight; check for stripped screws and burrs on screw heads; folding chairs should be checked for
sticking; cross braces are checked for bent rails or cracks and the center pin nut is present; front post
slides are straight; seat rail guides are present;
d. Wheel locks securely engage the tire surface and prevent the wheel from turning; rubber tip
is present;
e. Large wheels no wobbling or side-play indicating worn bearings; tires do not have excessive wear or
cracks; axles and axle-lock nuts are functioning properly;
f. Casters check for signs of bending on sides and stems of forks and be sure stem is firmly attached to
fork; check stem bearings for excessive play both up and down as well as back and forward; check for
excessive wobble in bearings; check tire for excessive wear or cracks; and,
g. Footrest/leg rest check frame for damage and confirm secure fit of locking mechanism; check for
sharp edges in foot plates and foot plate springs; proper operation for length adjustment hardware, all
hardware is present and proper tightness; foot rest bumpers are present.

19.4.4 All wheelchairs shall be well maintained and in good condition. {R}
19.4.5 Each airline shall ensure that an adequate number of wheelchairs are available to meet the required
demand. {R}
19.4.6 All airline terminals shall provide an adequate number of electric carts to meet the required demand.
{R}
19.4.7 All electric carts shall be in good condition, free of dents, ripped seating and any visible damage or
broken parts. {R}
19.4.8 All electric carts shall be equipped with an audible and visual alert signal to alert passengers to its
presence. {R}
19.4.9 All electric carts shall operate in a safe manner that at no point compromises the safety of pedestrians in
the terminal. {H}
19.5.1 All facilities and devices for Persons with Reduced Mobility shall be clearly marked and be consistent
with Port Authority Aviation Signing and Wayfinding Standards. {R}

20.0 - Public Circulation and Queue Management
The Following Defines Circulation Areas
Circulation areas are comprised of publicly accessible areas inside or outside the terminal buildings occupied by
persons walking or standing, exclusive of those spaces required for organized passenger queuing. Circulation areas
include, but are not limited to, ticket lobbies, passenger waiting areas, food court concession areas, concourses,
corridors and hallways, sidewalks, escalators and moving walkways, and pedestrian bridges.
The Following Defines Queuing Area
Queuing areas are comprised of publicly accessible areas inside or outside the terminal building dedicated to the
organization of passengers waiting for service. Queuing areas include, but are not limited to, those areas dedicated
to accommodate passengers approaching ticket counters, security screening areas, Customs and Border Protection
areas, concessions, self-serve ticket kiosks, gate areas, information kiosks, and ground transportation areas.
Areas of Responsibility
a. Airlines shall manage the circulation and queuing activity in their lease areas including boarding areas,
ticket counters, self-serve ticket kiosks, baggage offices, and other areas that are used by passengers to
queue for airline services which include areas that may fall outside an airlines lease line.
b. Concession tenants shall manage the circulation and queuing activity within their respective
lease areas.
c. The Terminal Operator and/or Airline shall manage circulation and queuing activity at passenger and
baggage security screening checkpoints.
d. The terminal operator or the Port Authority shall manage the circulation and queuing activity in all
public spaces not included in the lease areas of the airlines or other tenants.
e. Airline employees shall inquire of passengers at check-in queues regarding departure times and
destinations and shall assist passengers in resolving problems when lines are lengthy.
f. The terminal operator and/or airline shall manage and control the circulation and queuing activity in
their lease areas of the FIS with input from Customs and Border Protection.
20.1 Standards for Managing Passenger Circulation
20.1.1 Unattended baggage carts shall be returned to dispenser racks or removed so as not to impede the flow
of passengers. {R}
20.1.2 Objects shall not be placed or installed in a permanent or temporary manner that will obstruct circulation
requirements of persons with reduced mobility. (Refer to Standard 19.0). {R}

20.0 - Public Circulation and Queue Management (continued)
20.1.3 Objects shall not be placed or installed in a permanent or temporary manner that will obstruct primary
public flow paths, doorways, elevator/escalator entrances, and other public circulation areas. {R}
20.1.4 Objects shall not be placed or installed in a permanent or temporary manner in areas where passenger
flows must be maintained for purposes of providing public safety, including but not limited to stairways,
escalator deboarding areas, roadway curbsides and emergency exit lanes, corridors or access points. {R}
20.1.5 Objects shall not be placed or installed in a permanent or temporary manner that promotes the
development of a crowd that results in decreased public mobility or an unsafe condition. {R}
20.1.6 Lighting in public circulation areas shall be provided in accordance with Illuminating Engineering Society
of North America (IES) standards. {H}
20.1.7 Preventative maintenance of facilities, cleaning, or other routine activities shall be performed so as to not
interfere with primary public circulation paths. {R}
20.1.8 Provide and maintain adequate way finding to promote efficient public circulation. {R}
20.1.9 Objects shall not interfere with the publics visual field so as to affect public orientation and
understanding of designated flow paths. {R}
20.2 Standards for Managing Passenger Queuing Areas
20.2.1 Organized queuing procedures shall be developed and formalized queuing areas shall be provided in
locations where public queuing is likely to result in unsafe conditions, service stoppage, or an
impediment to adjacent passenger flows. {R}
20.2.2 Designated queuing areas shall be properly sized based on anticipated passenger use in each terminal
and shall be maintained to accommodate future public circulation and queuing demands. {R}
20.2.3 Public queues for a facility shall not extend beyond the tenants designated lease area unless authorized
by the Port Authority. {R}
20.2.4 The Port Authority or terminal operators shall be notified if public queues are anticipated to obstruct or
are actually obstructing adjacent passenger flows in a manner that decreases public mobility or results in
an unsafe condition. {R}
20.2.5 The tenant shall actively manage public queues at locations where the massing of people could result in
an unsafe condition (e.g., adjacent to an escalator deboarding areas or curbside roadways) or impede
primary public flow patterns. {R}
20.2.6 Public queues shall not extend or be formed outside a terminal building where shelter is not available.
{H}

20.0 - Public Circulation and Queue Management (continued)
20.3 Stanchion Appearance and Locations
20.3.1 Placement of floor stanchions shall not interfere with public circulation, queuing or wayfinding. {R}
20.3.2 Stanchion belts should not exceed 7 in length between posts, be less than 2 in width, be less than
0.0275 thick and the post should not be less than 2 in diameter. {R}
20.3.3 Stanchion posts shall not exceed 40 in height, the bases shall not exceed 14 in diameter and any
stanchion post weight shall not exceed 28 lbs. {R}
20.3.4 Stanchion belts and posts shall match in color, type and quality. The use of a combination of various
stanchions, ropes, belts, etc. is not permitted. {R}
20.3.5 Stanchion belts or ropes should never be tied together. {R}
20.3.6 Stanchions, ropes, tensa barriers shall be well maintained and in good repair. {R}
20.3.7 Stanchions, ropes, tensa barriers shall be arranged in a neat and orderly fashion and not stored in
public view. {R}
20.3.8 Stanchions, ropes, tensa barriers shall be clean and free of dust, tape and smudges. {R}

21.0 - Orderly Evacuation and Resumption of Services
Definition of Emergency Situation
a. An emergency situation is defined as any event that threatens, or has the potential to threaten, the life,
health, and safety of individuals at the airport. Emergency situations include, but are not limited to,
(a) fire, (b) security, (c) power outage, and (d) natural disaster.
b. Security emergencies include, but are not limited to, security breaches, threats against a specific facility
or airline, acts of violence in pre- or post-security areas, bomb threats, unattended baggage or parcels
and biological or chemical threats.
21.1 Airline Assistance
21.1.1 All airline employees and airline contractors shall be knowledgeable in terminal emergency and
evacuation procedures.
21.1.2 All airline employees shall be familiar with airport emergency procedures.
21.1.3 In case of fire, power outage or natural disaster emergency, airline employees shall follow terminal
operator and Port Authority Police instructions for emergency procedures.
21.1.4 In case of a security emergency, airline employees and contract employees shall at the direction of the
Port Authority Police and the Transportation Security Administration (TSA) clear gates, boarding areas,
and holding areas of all people (passengers, employees and other airport visitors) in a safe orderly, and
efficient manner, and direct them to the nearest security checkpoint exit (or to the nearest emergency
exit in the event of a fire emergency).
21.1.5 In case of a gate emergency involving an aircraft with passengers on board, airlines and FAA emergency
procedures shall apply.
21.1.6 Airlines shall at all times have an on-duty employee designated as an Emergency Representative who
shall communicate effectively with the Port Authority Police, the TSA, the terminal operator and
customers and as applicable with Customs and Border Protection (CBP) to coordinate a safe orderly and
efficient evacuation in the event of an emergency situation.
21.1.7 The Emergency Representative shall communicate and coordinate effectively with the TSA, CBP, terminal
operators, and the Port Authority Police to inform airport customers of the nature of the emergency and
to ensure airport customer essential needs are met.
21.1.8 After a departure emergency situation subsides, the Emergency Representative shall provide the Port
Authority Police and the TSA flight departure information to effectuate an orderly and efficient re-
screening of passengers according to the priority of departing flights.

21.0 - Orderly Evacuation and Resumption of Services (continued)
21.1.9 After an arrival emergency situation subsides, the Emergency Representative shall provide the Port
Authority Police, terminal operator and as applicable Custom and Border Protection, arrival information to
effectuate an orderly and efficient deboarding and clearance of passengers, and what is being
communicated to other airport customers waiting in the baggage claim area.
21.1.10 International arriving passengers and flight crewmembers that have been cleared through Federal
Inspection Services (FIS), shall be directed to proceed with all other customers and employees when
evacuating the premises, as established in the CBP Continuity of Operations Plan. (COOP).
21.1.11 International arriving passengers and flight crewmembers that have not yet been cleared through FIS,
shall be evacuated in a manner established by the CBPs COOP. The Port Authority will be provided
with such plans, by the CBP, on an annual basis.
21.2 Airport Tenant Responsibilities
21.2.1 All airport tenants shall be knowledgeable in terminal emergency and evacuation procedures.
21.2.2 All employees of airport tenants shall be familiar with airport emergency procedures.
21.2.3 In case of fire, power outage or natural disaster emergency, airport tenant employees shall follow Port
Authority Police, or terminal operator instructions for emergency procedures.
21.2.4 In case of a security emergency situation, airport tenants shall clear their leased space of all customers
and employees in a safe, orderly, and efficient manner, and direct them to nearest security checkpoint
exit (or to the nearest emergency exit in the event of a fire emergency).
21.2.5 Airport tenants shall at all times have an on-duty employee designated as an Emergency
Representative who will communicate effectively with Port Authority Police, TSA, CBP, the terminal
operator and airport customers to coordinate a safe, orderly, and efficient evacuation of the airport
tenants leased space in the event of an emergency situation.
21.3 TSA Responsibilities
21.3.1 The TSA employees shall be knowledgeable in terminal emergency procedures.
21.3.2 All TSA employees shall be knowledgeable of all airport emergency procedures. Given that TSA
employees may work at a number of security checkpoints throughout the Port Authority Airport system,
TSA employees must be familiar with the airport emergency procedures at all terminals for each airport.
21.3.3 In case of a security emergency situation, TSA employees shall coordinate with the Port Authority Police
and direct all airport customers and employees through the security checkpoint exit (or to the nearest
emergency exit in the event of a fire emergency) in a safe, orderly, and efficient manner.

21.3.4 In case of fire, power outage or natural disaster emergency, the TSA shall coordinate emergency
procedures with the Port Authority Police and the terminal operator to ensure an efficient and orderly
evacuation and re-screening of airport customers and employees and follow departure service
resumption process. (See Standard 21.8)
21.3.5 TSA employees shall communicate effectively with airlines, terminal operators, and the Port Authority
Police to inform airport customers of the nature of the emergency and to ensure airport customer
essential needs are met.
21.3.6 After the emergency situation subsides, TSA employees shall communicate effectively with airline
Emergency Representatives, terminal operators, and the Port Authority Police to effectuate an orderly
and efficient security checkpoint re-screening process according to the priority of departing flights.
21.4 Terminal Operator Responsibility
21.4.1 All terminal operator and Port Authority employees shall be knowledgeable with terminal emergency
procedures.
21.4.2 All terminal operator and Port Authority employees shall be knowledgeable with airport emergency
procedures relating to their terminal.
21.4.3 In case of fire emergency, power outage or natural disaster emergency, the terminal operator and Port
Authority employees shall coordinate evacuation procedures with Port Authority Police, airlines, TSA,
airport tenants, CBP to ensure an efficient and orderly evacuation and resumption of services.
21.4.4 In the event of extended terminal services disruption caused by fire, power outage or natural disaster,
the terminal operator and the Port Authority shall implement contingency plans in coordination with Port
Authority Police, TSA, airlines, CBP and airport tenants.
21.4.5 In case of a security emergency situation, terminal operator and Port Authority employees shall at the
direction of the Port Authority Police direct all airport customers and employees through the security
checkpoint exit (or to the nearest emergency exit in the event of a fire emergency) in a safe, orderly, and
efficient manner.
21.4.6 The terminal operator or Port Authority shall at all times have an on-duty employee designated as the
Emergency Representative who will coordinate with Port Authority Police, TSA, airline, CPB and airport
tenant emergency representatives during an emergency situation.
21.4.7 The terminal operator shall make frequent public announcements using the public address system (or
an alternative method if a public address system is unavailable) to inform airport customers of the
nature of the emergency and the steps airport customers must take to remain safe during the
emergency period.

21.4.8 When the emergency situation subsides and clearance has been given to terminal operator to re-enter
the terminal, the terminal operator shall immediately inform customers of the process to return safely to
the terminal areas.
21.4.9 When applicable, airlines, terminal operators, Port Authority and airport tenants shall keep airport
customers and employees informed by other communication methods, including but not limited to
Flight Information Display System (FIDS), website, emails and mobile phones.
21.4.10 By the end of January each year, terminal operators shall submit the most up-to-date safety and
evacuation plan for the terminal to the Port Authority, including the emergency contact listing, name,
phone and title.
21.4.11 Terminal operators safety and evacuation plans shall be terminal specific to meet the needs of
customers, employees, airlines and tenants operating in that facility.
21.5 Communication and Public Announcements
21.5.1 Terminal operators shall keep airport customers informed during emergency situations. Terminal
operators shall maintain clear and effective communication with airport customers during emergency
situations by, among other methods, frequent public announcements, FIDS and other communication
methods as to the nature and seriousness of the emergency, the steps airport customers must take to
get to safety, and the steps airport customers must take to reenter the building/terminal when the
emergency situation subsides.
21.6 Directions and Assembly Locations
21.6.1 Terminal operators and the Port Authority shall identify all entry and exit points in the terminals, parking
garages, and AirTrain stations where airport customers and employees are to assembly in case of an
emergency.
21.6.2 Emergency evacuation markings are to be consistent with Port Authority sign and building code
standards.
21.6.3 Airport employees shall be aware of emergency situation assembly locations as delineated in
emergency evacuation plans and shall give airport customers clear and concise directions to assembly
locations during emergency situations.
21.6.4 In the event of an alarm for fire, all customers and tenants must exit the terminal building as directed by
the appropriate emergency response representative until the arrival of the Port Authority Police incident
commander at the nearest terminal exit. It is noted that the nearest terminal exit may place passengers
and employees on the tarmac and Emergency Representatives should work with the Port Authority
Police to ensure that passengers and employees remain in a safe location on the airside.

21.6.5 If the nearest terminal exit places passengers and employees on public roadways, an Emergency
Representative should work with the Port Authority Police to ensure the assembly areas are safe for
passengers and employees to remain and allow for adequate access for emergency vehicles.
21.6.6 In the event of power outage or natural disaster requiring immediate evacuation of the terminal or a
portion thereof, clear and frequent instructions shall be communicated to the customers and employees
until the affected premises have been fully evacuated.
21.6.7 In the event of a security emergency, all customers and tenants must exit the sterile area. Customers
and tenants may therefore remain in non-secure areas such as ticketing and domestic baggage claim
areas rather than exiting the terminal building.
21.7 Departure Service Resumption Process
21.7.1 When the emergency situation subsides to the point where departure service resume, employees and
departing customers must be re-screened at the security checkpoint before re-entering the sterile area of
the terminal. Employees and passengers shall be re-screened n an orderly and efficient manner.
Employees that are essential for service to resume shall be re-screened according to the priority of
departing flights.
21.8 Departure Service Resumption Process
21.8.1 When the emergency situation subsides to the point where arrival service resumes, airline and airport
tenant employees should return immediately to their workstations to expedite the processing of arriving
passengers that could have been waiting for extended periods of time on an aircraft.
21.9 Passengers Needing Assistance
Persons with Reduced Mobility are defined in Standard 19.0
21.9.1 Airport employees shall give priority assistance to persons with reduced mobility while exiting the
terminal/airport during emergency situations and upon re-entry to the terminal/airport when the
emergency situation subsides.
21.9.2 When required, public announcements shall be made in foreign language(s) and all uniformed airport
employees should come to the assistance of Persons with Reduced Mobility in need of special
assistance during the evacuation and resumption of services.
21.10 First Aid Assistance
21.10.1 Airport employees shall give priority assistance to people requiring first aid and/or medical attention
outside the danger area.
21.10.2 Airport employees shall be knowledgeable of first aid stations in the terminal, and of medical facilities at
the airport and shall provide appropriate assistance to airport customers needing medical attention.

22.0 - Cargo Services
In addition to the standards listed below, some elements of Ramp and Airside Areas, Standard 16.0 may apply to
the Cargo Services area.
22.1 Standards of Cargo Condition
22.1.1 All cargo, both import and export, must be adequately protected from weather-related elements during
the offloading process and subsequent drayage to the cargo warehouse. Plastic sheets are
recommended where applicable.
22.1.2 All import cargo must be delivered to the cargo warehouse and shall not remain on the ramp areas.
22.2 Standards of Equipment Functionality
22.2.1 Aircraft handling equipment should be positioned behind designated demarcation lines and safety areas
at least thirty (30) minutes prior to aircraft arrival on blocks.
22.2.2 All aircraft handling equipment should be in good working order.
22.3 Standards of Ramp Unit Load Device (ULD) Handling
22.3.1 All ULDs shall be stored off the tarmac, preferably on ULD storage racks in a designated cargo
equipment area.
22.3.2 ULDs shall never be directly fork lifted at any time.
22.3.3 Slave dollies and loading vehicles and equipment shall be used when transporting ULDs.
22.4 Import Warehouse Operations
22.4.1 All cargo shall be processed and made available for customer pick-up within designated time frames but
no longer than four hours.
22.4.2 All cargo shall be stored in designated areas that are monitored to ensure prevention of theft
or pilferage.
22.4.3 All cargo shall be stored in designated areas that will facilitate the expeditious delivery to consignees.

22.0 - Cargo Services (continued)
22.5. Export Warehouse Operations
22.5.1 All cargo must be checked-in and verified by supervisory staff.
22.5.2 All cargo must be staged or stored n areas designated for export cargo
22.5.3 Plastic sheets shall be used for export cargo loaded on non-structured ULDs to ensure protection from
weather related elements.
22.6 Dangerous Goods Handling
22.6.1 Warehouse dangerous goods areas shall be separated from other cargo handling areas.
22.6.2 Warehouse dangerous goods areas shall be clearly marked.
22.6.3 The handling of dangerous goods cargo shall be in accordance with IATA and ICAO current dangerous
goods regulations.
22.6.4 Designated dangerous goods areas should have sub-areas segregated by class of dangerous goods.
22.6.5 Qualified personnel shall perform the acceptance of dangerous goods.
22.7 Valuable Cargo Handling
22.7.1 Locked vaults and similar type facilities shall be designated for high value goods.
22.7.2 Valuable cargo shall require a minimum of one (1) supervisory warehouse staff and one (1) security
staff when handled for delivery, acceptance or handling.
22.7.3 Surveillance cameras or security staff shall monitor valuable cargo areas at all times.
22.7.4 Valuable cargo shall be handled in accordance with industry standards and best practices.
22.8 Vulnerable Cargo Handling
22.8.1 Locked cages and similar type facilities shall be designated for vulnerable cargo.
22.8.2 Vulnerable goods shall require a minimum of one (1) supervisory warehouse staff and one (1) security
staff when handled for delivery, acceptance or handling.
22.8.3 Surveillance cameras or security staff shall monitor vulnerable goods area at all times.

22.9 Perishable Cargo Handling
22.9.1 Perishable cargo shall be handled in accordance with IATA Perishable Handling Regulations.
22.9.2 Refrigeration and climate control specifications must be maintained according to shipper or consignee
requirements.
22.9.3 Perishable cargo shall be stored in designated areas of the cargo warehouse.
22.9.4 Qualified personnel shall perform the acceptance of perishable cargo.
22.10 Live Animal Handling
22.10.1 Live animals shall be handled in accordance with IATA Live Animal Handling Regulations.
22.10.2 Live animals shall be handled in designated areas of the cargo warehouse.
22.11 Import Operations
22.11.1 All documents shall be processed in a timely manner when picking up cargo but not later than fifteen
(15) minutes.
22.11.2 All irregularities shall be documented.
22.12 Export Operations
22.12.1 Documentation shall be accepted and checked-in a timely manner, but not longer than fifteen
(15) minutes.
22.12.2 Cargo shall be manifested according to specific instruction provided prior to flight manifesting time
frames.
22.13 Cargo Public Areas
22.13.1 All public areas shall be clean, well maintained and free of unpleasant odors.
22.13.2 All public areas shall be well lit with all light fixtures in working order with no visible parts.
22.13.3 Counters shall be neat, organized and clean.
22.13.4 Floors shall be clean and free of debris.

Aviation Signing and Wayfinding Standards.
22.14.2 Illuminated signs shall be in proper working order.
22.14.3 There shall be no unauthorized postings.
22.14.4 Airline and general tenant names shall be clearly posted and be consistent with the Port Authority
Aviation Signing and Wayfinding Standards.
22.15 Signs shall clearly identify location of services provided.
22.16 All signs shall be clearly visible to customers.
22.17 Landside Parking
22.17.1 An adequate number of customers parking shall be provided based on facility specifications.
22.17.2 All designated customer parking shall be well marked.
22.17.3 Customer parking areas shall be in good condition, free of potholes and debris.
22.17.4 All designated truck parking shall be well marked.
22.17.5 Truck parking areas shall be in good condition, free of potholes and debris.
22.17.6 Truck parking shall be free of object that may impede the flow of goods into the warehouse.
22.17.7 All striping demarcations shall be visible.
22.18 Landside Truck Docks
22.18.1 All truck dock doors shall be well list with all light fixtures in good working order with no visible broken
parts.
22.18.2 All truck dock doors shall be clearly marked.

22.19 Standards of Cargo Employees
In addition to the following standards, all employees shall conform to the same Employee Attitude, Appearance,
Awareness and Knowledge as outlined in Standard 1.0
22.20.1 Staff shall be fully trained in the applicable ramp handling and aircraft loading processes.
22.20.2 All aircraft handling equipment must be operated n a safe and secure manner consistent with Port
Authority Airport Rules and Regulations.
22.20.3 One (1) marshaller and two (2) wingwalkers shall be utilized for aircraft arrival and departure.
22.20.4 FOD checks shall be conducted thirty (30) minutes prior to aircraft arrival and thirty (30) minutes after
aircraft departure.

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What are the objectives of the Customer Care Program?

What are the objectives of the Customer Care Program?

What methods are used to monitor customer satisfaction?

What methods are used to monitor customer satisfaction?

Customer Care

Airport Standards Manual

Fifth Edition July 2008

To our Airport Partners:

John F. Kennedy International Airport

Newark Liberty International Airport

Stewart International Airport

Downtown Manhattan Heliport

Prepared and Published by

INTRODUCTION & PERFORMANCE MEASUREMENT PROGRAM

1.0 Employee Attitude, Appearance, Awareness and Knowledge 16

3.0 Flight Check-in Areas 21

4.0 Walkways, Corridors, Elevators & Escalators 24

5.0 Passenger & Baggage Screening Areas 26

7.0 Gate Areas 31

8.0 Retail Services 34

9.0 Food & Beverage Services 38

10.0 Baggage Claim 42

11.0 Ground Transportation & Welcome Centers 45

12.0 Taxi Dispatch Service 50

13.0 Parking Lots & Garage Services 51

15.0 Charter Operations 56

16.0 Ramp & Airside Areas 58

17.0 Assistance to Stranded Passengers 61

18.0 AirTrain Stations and Vehicles 63

19.0 Assistance to Passengers with Reduced Mobility (PRM) 69

20.0 Public Circulation & Queue Management 73

21.0 Orderly Evacuation & Resumption of Services 76

22.0 Cargo Services 81

Airport Standards Manual

Customer Care (including cargo);

II. THE STANDARDS

Separate publications promulgate several design-related standards, such as:

Customer Care Airport Standards Manual Fifth Edition July 2008 1

III. IMMEDIATE ACTION ITEMS

Safety and Security concerns

Customer Care Airport Standards Manual Fifth Edition July 2008 2

1) Recognize Satisfactory performance by Partners who continue to improve customer satisfaction.

3) Monitor actions taken to address deficiencies in a timely manner.

Customer Care Airport Standards Manual Fifth Edition July 2008 3

This section proposes a general framework for a quantitative strategy to:

(1) Measure Partners performance.

Security Regulations Standards &

Cost Benefit Other Programs

Customer Care Airport Standards Manual Fifth Edition July 2008 4

Customer Care Airport Standards Manual Fifth Edition July 2008 5

MYSTERY SHOP SUMMARY REPORT

Property Number: EWR-TO

Standards Standards Rolling Previous Gap to

TERMINAL 56 212 42.33 39 26%

CURBSIDE DEPARTURE 13 44 10.67 8 30%

Overall Cleanliness/ Conditions 7 6.00

Signs, Directions, and Information 0

Standards of Employee Attitude, 5 3.33

Customer Care Airport Standards Manual Fifth Edition July 2008 6