Improving operational excellence to create a best-in-class passenger experience at Oregon’s largest airport

Listening before launching

To inspire the best design and construction phasing ideas, the Port of Portland and key members of the design team toured airports in the United States and internationally. Talking with aviation officials in Los Angeles, Calgary, Oslo, Amsterdam-Schiphol, Newark, San Francisco, New York, Columbus, Tampa, Orlando, Charleston, and Boston, we gathered insights on major aviation redevelopment projects to identify what went well and what did not. This initial investment in time was invaluable — listening to airport authorities speaking with candor informed our optimal design process, as well as guiding construction phasing and temporary facility strategies for minimal impact to the passenger experience. 

Sustainability strategies

The Port of Portland had stringent energy and carbon requirements for the Airport. To improve performance and minimize emissions, the design team proposed an open-loop ground source heat exchange system, unusual for an airport of this size. The system uses the stable year-round groundwater temperature to make heating and cooling much more efficient than conventional boilers and chillers while eliminating the use of fossil fuels. Arup also produced computational fluid dynamics (CFD) models of the terminal spaces to get a more accurate understanding of temperature comfort based on area, activity, and solar heat gain through the glazed façade and roof. 

The entire TCORE area is covered by a new long-span mass timber roof, designed by ZGF in collaboration with Arup and KPFF and using materials responsibly sourced from locally managed forests. Arup’s sustainability consultants assisted with the procurement of locally sourced and sustainably harvested timber for the new roof structure. Beginning in Spring 2021, the 392,000ft2 roof was fabricated on-site and moved into place in sections, each the size of a football field, over the span of four months. The new roof highlights Oregon’s timber industry, the airport’s partnerships with the community, and the carbon benefits of sustainable forest management. 

We also helped select and specify healthy interior finish materials to avoid toxic substances and support the airport’s goals for health, wellness, and passenger experience.

Layers of logistics

Our logistics team found ways to reduce waste and increase efficiency with shortened routes within the terminals and between facilities. The team took a detailed look at the existing deliveries system, loading docks, and how goods are distributed and stored throughout the building to review operational parameters and suggest improvements. This analysis included the integration of a new employee security screening strategy, a major logistics challenge new to US-based airports of this size. This required changes to access control protocols and re-routing the delivery of goods and the removal of waste and recycling. 

As construction displaced the existing loading docks, Arup helped design and commission a consolidated receiving and distribution center (CRDC) away from the terminal complex, where goods were received, screened, sorted, and then delivered to the terminal using smaller trucks and vans. This was a first for the Port and allowed greater flexibility in delivery and waste operations as well as reducing the required number of full-size loading docks.

The latest in digital 

The Arup team provided best practice guidance in terms of passenger processing and security technology, analyzing examples from other airports while keeping up to speed on the latest TSA checkpoint standards. Arup demonstrated the more that common-use technology can be utilized, the more efficient the facility and spaces would be. Airlines and technology vendors have also been consulted in the process, resulting in hybrid solutions to meet future traveler needs. 

Passenger flows and wayfinding 

PDX strived to provide a better passenger experience by reducing stressful prolonged processes and creating an inviting, inspiring environment. Arup developed real time pedestrian simulation models in MassMotion to show how passengers could circulate through the terminal, with these models allowing stakeholders to ‘see’ passengers utilizing the active space. Pedestrian simulation validated queuing spaces and flows through temporary configurations, eliminating proposals that would result in excessive crowding.  

To facilitate pedestrian flows throughout, our Wayfinding specialists informed the design with intuitive navigation, positioning wayfinding messages, signage, and other visual cues to guide passengers through the terminal. 

Readiness for day one

To help the airport and its staff feel ready and confident to welcome the public on the first day of operations, Arup provided comprehensive ORAT services for the first phase of opening in 2024 and the second phase of opening in 2026. Arup managed the program, including developing an ORAT strategy and concept of operations; process mapping; training for over 1,000 frontline staff utilizing a range of delivery methods; and system activation tracking, testing, and trials. The team supported typically underrepresented operations groups by aiding a seamless transition to the new terminal footprint and instilling effective governance and stakeholder engagement throughout the project. 

Gearing up for a successful opening of the new main terminal, Arup’s ORAT specialists led two public volunteer “dress rehearsals.” Our team coordinated 600 airport friends and family plus 1,800 members of the public, simulating real-life operations over the course of two days. The trials included a simulation of an emergency evacuation to ensure operational readiness and confidence no matter the situation.