Hoping MODs will let this sit here for a few days, as cross-posted in Cities/Sacramento. New terminal at SMF affects all SWA flyers.

Report: Sacramento New Terminal B “Passenger Simulation Test”

I attended as a volunteer on the Simulation Test run on WED 21 Sep, 9am-noon. I offer my observations and Top Five Action Items.

My background: UA 100k several years, international traveler, Sacramento resident since 1984, memories of flying commercial since 3yrs old (DC-9), single engine license at 18 (now expired), former ASRS (Aviation Safety Reporting System) contractor. I want to see this work!

Summary: Terminal is in a state of construction chaos. Reminds me of opening a new restaurant with the carpet-layers going out the back door, while the kitchen is cooking appetizers in a half-baked kitchen, for the glitterati arriving at the front door (I was in the kitchen for that one). So many elements of “normal” travel were missing that this was not really a Passenger Sim Test as much as an unguided tour of a construction site.

Log: Checked in at 8:55, ~200 people in the Test (~50%) were airport employees. (This was obvious as non-employees had been told to wear white shirts, which we did; airport emp had badges.) Four groups assigned/categorized by the color of one’s paper; each group had an assortment of assignments by: airline, destination.

Airlines in this new Terminal B (not to be confused with the old/existing Term B) include: Southwest (75+ flights per day), AA, B6, Frontier, Hawaiian, Alaska/Horizon, AeroMex.

We received an in-briefing and were sent by color-code to buses outside at the rental car bus area. My assignment was: AA to Jackson MS. Now, AA does not fly nonstop to Jackson from SMF, so totally a test situation. All other assignments however were to NS destinations. (I tried to trade for Hawaiian to HNL, to no avail!)

Bus dropped us after circuitous route that landed on the new roadway into the new Term B. First sign we saw said: East this way, West that way. Made no sense to anyone in my earshot, the older ladies across from me especially vocal about ‘what does East mean’?

Bus circumnavigated the entire Term B. Does Driver not know where we are going, or does all traffic go entirely around? Not clear to me even after three hours there.

Dropped on the side that is ‘all airlines not Southwest’. No guide from there, just follow the instructions on the sheet. “Go to Counter Check, get bag from middle area, check bag at counter, get BP, head to Gate”.

My interjection: Four things I want as a traveler: a) check bag/get BP b) find restroom c) goto/find Gate d) access to cash (ATM) (and wireless).
Entry into building is striking --- but no signs telling me - the harried traveler - WHERE is MY Check-in Counter?? Four long banks of terminals w people, no bloody signs saying who/where is what airlines! (Actually for checkin/bagcheck I personally prefer the Skycaps out in front. They can BP me, check bags, know the late flights, best eating, etc. To me, they are the smiling face of welcome - None today!)

Now, right now, I need a bathroom, no signs! Small placket on wall about 100’ away indicates one, after I wander within 20’ of it.

I ask around for the AA counter/checkin desk and am directed to it. Oh, this is efficient and intuitive, yes? (The asking around part I mean.) AA checks my bag, I get no bag tag (not today sir) and get no BP (another ‘not today sir’).

Next step on sheet – APM. The APM (acronym not explained on sheet) is the Auto People Mover. Moves folks from landside to airside; common around the world. I find my way up the escalator (of the four elevators, none working) and down the aisle to the APM. (Especially if I have carryons, I am frustrated here – no signs – so not sure I am headed in the right direction.)

APM consists of two tracks, one small car each way. (Small means maybe 50 people each?) Think Tampa-minus-three-cars. Hmm. 75 SWA flights per day, plus six other airlines, most flights stacked up in the AM. This seems not sufficient. Maybe engineered for the “average” but not for the “surge”. Over the course of the event, I express concern to several individuals who all defer to engineering. I HOPE there is a backup plan – just in case.

Arrive airside. BEAUTIFUL! Good signs to gates and restrooms, airy space, lots power at seats, gate agent reports ‘fast free Wi-Fi’. Can’t find ATM (my “Access to cash” thing above), but do find (one) later – see below.

All the nice restaurants seem to be out here. Need BP to get here.

We mill around the gates, waiting the instructions for the PA to tell us, by Gate, when to convert to Arrival Passengers and go the luggage area.

After 20 mins we get verbal instructions that the PA is not working and to go to luggage. All eight gates get up at once and proceed.

The escalator to the luggage area is three floors straight-and-steep shot down. My spouse would cringe at this – does not like heights. Two people nearby to me expressed this opinion without my asking. Architect?

Baggage is a disaster. NO signs for airlines or flight #. The only signs indicate TWO sides to this operation – East and West. What does THAT mean to an air arrival-tired-desperate-overloaded person??

I finally ASK a radio-equipped person ‘where is this AA flight’s bags’. He says quite candidly, ‘system is broken, your bag is probably in the AeroMex group’. It was. Along with three other airlines’ bags. (Oh, London T-5 revisited??)

From bags to transportation is equally sad. The East-West signage thing does NOT direct travelers to what they need to know: a) pickup area b) parking garage c) parking shuttle d) other trans (taxis, etc). I picked a ‘shuttle’ side for the instructed Super Shuttle, but it turned out to be the
parking shuttle side. LOOOONG trek across airport w heavy bags to find SS. I am p….. .

Deposited comment sheet w assigned person and spoke w Dir Ops. I hope
this works!

My ATM economic theory. ATMs essentially print money, like the US Treasury. If an airport squeezes travelers and tries to charge $4 to get $100, few will take up the offer. Since most airports make an over-ride on every transaction, it is in their self-interest to provide MAXIMUM access to cash. This new situation fails on this count. The procurement effort to maximize dollars-per-ATM-footprint will negatively affect the total cash flow in the
airport. BAD for the airport, BAD for travelers.

Top Five To-dos:
• Skycaps – the smiling welcome!
• Signs at entrance for: where are airlines, restrooms
• Sufficient APM to airside and back
• Variety of ATM selection (access to cash – no fees please, currently $4 to Chase)
• Luggage and egress signs tailored to travelers, not airport geography

Happy Travels!
-PEC