United Airlines' Redeveloped Terminals at LAX Focus on Creating

DESIGNBETTER BY DESIGN United Airlines’ redeveloped Terminals at LAX focus on creating a superior passenger experience After years of heavy use at Los Angeles International Airport, the nation’s second- busiest airport, United Airlines’ international hub in Terminals 7 and 8 had grown tired. The aging space had seen no substantial design or infrastructure improvements since the 1980s, even as the industry experienced dramatic changes in traveler expectations, passenger processing standards and technology. The terminals had three security screening areas, rather than the airline and Transportation Security Administration preferred consolidated checkpoint. The primary screening area was crowded into a confined, cramped space that created congestion and stress among travelers who had to change direction several times just to get into the queue. United also had begun a rebranding process at select terminals. It viewed LAX — the airline system’s main U.S. entry and departure point for the east and far east — as a place to implement the new brand in a signature redevelopment project. Among its goals was an expanded and upgraded United Club, the airline’s members-only passenger lounge. United selected HNTB as the prime designer, architect and engineer of record for the redevelopment and expansion of the hub. Replacing darkness with light “The United Airlines terminal redevelopment started as a straightforward project with multiple consultants,” said Tony Gonzales, HNTB principal in charge. “But United reassessed the preliminary concepts early in the project, and that effort quickly recalibrated the scope of work. The result was that HNTB’s assignment became much more comprehensive, more than doubling during the course of the contract.” The airline’s recasting process created a clear definition of the project scope, giving HNTB a firm foundation for determining the functional aspects of its architectural approach. HNTB project director Allen Berentes and his team took a fresh look at how the terminal could incorporate new TSA standards, streamline the overall passenger processing experience and create a cleaner flow of traffic throughout the terminal. Although improved passenger circulation was a focus from the beginning of the project, United and HNTB had other goals for the terminal overhaul. “The whole terminal was dim and uninviting,” Berentes said. “The baggage claim was dark, with low ceilings and baggage carousels that claimed too much> floor> space. LOS ANGELES, CALIFORNIA PUSH 5 4 3 2 1 Security considerations in the new terminals Passenger departure hold rooms were poorly organized, with HNTB worked closely with United and the congestion, the change, along with new Los Angeles World Airports, the City of Los Angeles, inspectors There were significant challenges with the introduction of Serving passengers was top priority furniture layouts and a boarding queue system that limited the Transportation Security Administration supervisor stations, helped meet the and contractors, to develop a construction phasing plan. The plan automated screening lanes and the resulting changes to power, data, space available for travelers to move about. The ticketing area was to design a single security screening TSA’s visibility guidelines. identified active terminal areas at any given time, defined how CCTV and numerous other last-minute changes. Deployment of Terminals 7 and 8 had to remain open to planes and passengers throughout congested. United wanted to fix those problems and also create area in renovated LAX Terminals 7 and Implementation of new automated passengers would be routed around those areas and addressed automated screening lanes are significantly more complicated than the redevelopment project. HNTB distinct ticketing areas for economy, Premier and elite Global 8. Before the terminals were redesigned, screening lanes came about through the fire and life safety issues and code compliance for each work your average security screening checkpoint equipment installations. worked with multiple stakeholders to passengers had to go up a set of TSA’s Innovation Task Force, formed in develop a construction phasing plan Services passengers.” zone. Throughout construction, HNTB held weekly stakeholder Despite these challenges, the HNTB team made the required to achieve that goal. HNTB themed its design “United by Light,” reflecting its goal escalators to reach one of three security 2016 to help identify and pilot exceptional meetings to review the phasing plan and ensure it continued to modifications, and the facility opened on time. to brighten passenger spaces and use light to help guide people screening areas after checking in. During security technologies. United elected to meet project requirements. “The new security screening area creates an open, inviting space throughout the terminal. busy periods, the security queue could install the system at three major hubs, A building addition allowed for a new United Club to be built on that reduces stress for passengers in one of the most stressful travel back up at the escalators, an untenable including LAX. HNTB worked with the Terminal 7’s upper level, above a consolidated security screening processes,” Berentes said. “The design emphasized customer service Renovating in a dynamic environment situation that frustrated passengers, product vendor, United and TSA during area that would be on the same level and directly accessible from and the passenger experience. The result functions better not only Considering the 24/7 requirements of an active major-hub airport, placed extra demand on United personnel construction to accommodate the new the concourse areas. The challenge, however, was that the existing for passengers but also for the airport, the airline, TSA and the Terminals 7 and 8 had to remain operational throughout the and heightened security concerns. equipment, which has a bigger footprint United Club had to remain open while the new club was being built, building itself.” redevelopment project, with no more than two gates closed at any In the redeveloped terminal, ticketing and more power and data requirements despite the fact that part of the existing club had been appropriated To address the myriad of project challenges and accommodate one time. That fact required the team to demolish older areas and and the security checkpoint are on than did the standard TSA equipment to accommodate initial construction of the new security checkpoint. the demanding phasing schedule, HNTB co-located with United the same floor. After clearing security, originally planned for use in the build the terminal enhancements without disrupting travelers or HNTB created an adequate space for a temporary United Club by personnel and the contractor in a project office adjacent to the airport. passengers go up the escalators to screening area. security, or affecting passengers’ or airport workers’ safety. expanding it into an adjacent passenger hold area. HNTB also provided hands-on design leadership during LAX’s reach the concourse. Besides reducing The automated screening lanes allow “Achieving seamless coordination between operating functions “Completion of the new United Club was a priority,” Gonzales said. complex design review process, managing numerous competing as many as five passengers to place their and construction was a bit of a dance,” Gonzales said. “When it was complete, we were able to remove the temporary club design drivers from LAWA, United and other stakeholders. items in trays simultaneously and submit To successfully deliver in this dynamic operational environment, and phase construction of the rest of the security checkpoint area.” them for screening without waiting on HNTB worked with multiple stakeholders, including United, Among the biggest project challenges were the unforeseen Reimagining a terminal’s the first person in line to complete the conditions stemming from about $100 million of deferred best use “The design emphasized customer process. The new technology provides maintenance in the terminals. Abandoned systems and current Now complete, the $480-million faster processing times and a superior service and the passenger systems that had never been improved lurked behind the walls and phased reconstruction and expansion customer experience. United’s Terminal 7 experience. The end result functions above the ceilings. The team successfully renovated or replaced the project totals 305,000 square feet Ten was the first use of automated service security lanes are now open, with better not only for passengers but lanes at LAX. building’s mechanical, structural, electrical and support systems, an upgrade that gives United a more efficient and sustainable built capacity for two more to be added. also for the airport, the airline, TSA environment and meets stringent requirements the Los Angeles Most facilities didn’t change in and the building itself.” Building Department imposes on all new construction. size, but use of space was improved, The new checkpoint already had been designed and was under Berentes said. In the baggage claim — ALLEN BERENTES HNTB PROJECT DIRECTOR construction when United decided it wanted to use a new TSA area, for example, HNTB moved some security processing system being rolled out in the United States. mechanical systems from the ceiling Working closely with TSA officials, HNTB modified the screening to open the space with higher ceilings and changed the baggage area’s infrastructure design, meeting the new data and power delivery system to flat-plate

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