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Boston Logan Goes Digital to Improve Customer Service

Thursday, October 17, 2013

Wayfinding and Countdown Signage Empower Passengers with Real-Time Information

BOSTON – Passengers using Boston Logan International Airport now have access to real-time information on airport wayfinding, ground transportation options with countdown information, and newly designed terminal maps displayed on digital signs that are being installed in terminals.

Massport, which owns and operates Boston Logan, has installed flat-screen digital signs in the Terminal B and Terminal C arrivals area, the new Rental Car Center, and 27 curbside countdown signs for ground transportation. In the next two years, flat-screen digital signs will be installed in the new Terminal B connector, Terminal E on the arrivals and departure level as well as the re-check area where arriving international passengers go to connect to domestic flights. In addition, the flat screens will be installed at all 20 baggage claim locations in the airport.

“Giving passengers current information on their location and their wait time for ground transportation will allow for our customers to make informed choices,’’ said Massport CEO Thomas P. Glynn. “We reached out to customers through focus groups and on-airport interviews to find out what information they value the most.’’

Because technology is advancing so quickly, Massport will be testing several elements of the digital signage in the coming year, including interactive “touchscreen’’ capability, security checkpoint wait times, and taxi queue wait times,  said Francis Anglin, Chief Information Officer, who briefed the Massport Board on the program today.

Another enhancement to be unveiled in early 2014 are passport control kiosks in Terminal E which will help keep Logan one of the nation’s quickest airports to clear US Customs.

Boston Logan, 15 minutes from the intersection of Route 128 and I-90 and five minutes from downtown Boston, serves as the gateway to the New England region and offers nonstop service to 76 domestic and 35 international destinations and in 2012 handled 29.3 million passengers. Boston Logan is served by two public transit lines and is the Air Line Pilot Association’s Airport of the Year for 2008 because of its commitment to safety. Over the past decade, the airport spent $4.5 billion on a modernization program that includes new terminals, public transportation access, parking facilities, roadways and airport concessions, and has been transformed into a world-class 21st Century facility.  The airport generates $7 billion in total economic impact each year.

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The Massachusetts Port Authority (Massport) owns and operates Boston Logan International Airport, public terminals in the Port of Boston, Hanscom Field and Worcester Regional Airport. Massport is a financially self-sustaining public authority whose premier transportation facilities generate more than $8 billion annually, and enhance and enable economic growth and vitality in New England. No state tax dollars are used to fund operations or capital improvements at Massport facilities.  For more information please visit