CE Squadron enhances passenger terminal experience

  • Published
  • By Staff Sgt. William Banton
  • 386th Air Expeditionary Wing Public Affairs
The 386th Expeditionary Logistics Readiness Squadron, in partnership with the 386th Expeditionary Civil Engineer Squadron, recently implemented new structural and processing changes to their passenger terminal.

The first phase of the multiphase project focused on increasing the capacity of processed passengers and the capability of the terminal to conduct multiple mission requirements simultaneously. Special attention was paid to changing the set-up and flow of the process to increase the safety and security of the passengers.

The second phase focused on enhancing the customer experience of those passing through the location. This phase included the introduction of scanner technology to reduce check-in time, the establishment of a help desk for Army passengers and the placement of a United Services Organization hospitality station.

The initiative will culminate with the third phase consisting of constructing outdoor shaded locations, pavement and sidewalk layouts between and around the facilities as well as paving the road leading to the terminal.

Major Herbert Gladwill, 386th ELRS, Aerial Port Flight commander said the improvements were required.
“It was working if you were doing a small group of folks,” said Gladwill about the old system. “With such a large volume of folks at one time the congestion slowed down the velocity of throughput. The numbers that were going through highlighted that there were some issues with the process.”

In 2017, the 386th ELRS supported the largest monthly passenger movement in the last five years. This movement included multiple unit transitions across theater and the president of the United States’ directed Afghanistan troop surge. The increased passenger movement through this location has highlighted the timeliness of squadron initiatives to improve the velocity and quality of passenger movement.

Gladwill said that ELRS constantly seeks ways to improve their process including updating the facilities when required. The goal is to provide a comfortable experience for the customer.

“The PAX processing is a very customer oriented focused type of job; when things go wrong for a passenger, just like a commercial passenger when their flight gets canceled, they aren’t happy,” said Gladwill. “It can be frustrating for the passengers, so anything we can do to improve the process and improve the comfort of the people being transported through here makes for happier customers and for happier employees.”

Capt. Adam Gorzkowski, 386th ECES, chief of operations engineering said the push to complete these particular projects required the reallocation of ECES personnel from other projects to ensure a timely completion.

“We don’t typically like to do bigger stuff in house because it takes away from some other things, taking one shop out for multiple days. But it’s a relatively easy decision when it will help smooth their processes out.”

Gladwill commended the 386th ECES support stating how crucial they were to not only the implementation of the bigger structural projects but also helping to provide manning and guidance in smaller upgrades, such as the addition of a tent to shade baggage and equipment from the summer heat.