455th EAPS keeps passengers moving

Passengers check in at the 455th Expeditionary Aerial Port Squadron passenger terminal on Bagram Airfield, Afghanistan, April 16, 2013. The 455th EAPS recently added a new customer service desk and rearranged the terminal layout to offer better security for restricted areas and improve the flow of foot traffic. (U.S. Air Force photo/Staff Sgt. David Dobrydney)

455th EAPS keeps passengers moving

Staff Sgt. David Ramos, 455th Expeditionary Aerial Port Squadron passenger service agent, helps a customer at the passenger terminal on Bagram Airfield, Afghanistan, April 19, 2013. The 455th EAPS recently installed a customer service desk in the terminal to aid passengers who have general questions about flights. (U.S. Air Force photo/Staff Sgt. David Dobrydney)

455th EAPS keeps passengers moving

455th Expeditionary Aerial Port Squadron Airmen help passengers at the 455th EAPS passenger terminal on Bagram Airfield, Afghanistan, April 17, 2013. The terminal, the busiest in the Department of Defense, was recently reorganized to enhance security and improve customer service. (U.S. Air Force photo/Staff Sgt. David Dobrydney)

455th EAPS keeps passengers moving

Staff Sgt. Genie Spencer, 455th Expeditionary Aerial Port Squadron passenger service superintendent, screens passengers for a flight at the passenger terminal on Bagram Airfield, Afghanistan, April 19, 2013. The 455th EAPS recently rearranged the terminal layout to bolster the security process. (U.S. Air Force photo/Staff Sgt. David Dobrydney)

455th EAPS keeps passengers moving

Published April 20, 2013
By Staff Sgt. David Dobrydney
455th Air Expeditionary Wing Public Affairs

BAGRAM Airfield, Afghanistan -- With a few simple moves, the 455th Expeditionary Aerial Port Squadron bolstered security and efficiency at the Department of Defense's busiest air terminal.

Airmen rearranged the check-in and screening area to better separate the secure and unsecure waiting areas and added customer service desks to assist the nearly 1,200 passengers that travel through Bagram every day.

"We have not only U.S. military, but also contractors from all different countries, Coalition forces and even local nationals," said Capt. Heather Higley, 455th EAPS passenger services officer in charge. "This new set up will protect passengers' safety and ensure they can find the right person to answer their questions."

Previously, the check-in counters and x-ray machines were positioned so that the entrances to the secure waiting area were accessible to people who had not been screened.

"It allowed people access to the doors that led directly to the flightline," said Master Sgt. Adam Dytrych, 455th EAPS passenger terminal superintendent.

To counteract this, the counters were moved into an L-shape, blocking off the restricted area and ensuring that all passengers and their carry-on bags are screened for unauthorized items before being admitted to the secure waiting area.

In addition to the rearranged screening area, new customer service desks were placed in the terminal. Higley said these aid both passengers and 455th EAPS staff by making it easier for passengers to see where to go to either check-in or ask general questions. A service desk was also installed in the secure waiting area to answer questions about delayed or cancelled flights as well as assist in gathering passengers about to depart.

Higley compared the new process to that seen at a civilian airport.

"People who haven't travelled through here before won't notice the difference, but for those who are familiar with this passenger terminal, it's a big change in terms of customer service," said Higley.

The people closest to the process typically have the best solutions, said Lt. Col Luther King, 455th EAPS commander.

"I was thrilled to hear of the initiative and wowed when I saw the final product. As an expeditionary unit, our squadron is comprised of personnel from across the Air Force. I challenge each Airman that arrives for their six month tour to strive to leave Bagram Airfield and our squadron better than they found it," King said. "The Airmen involved with this initiative accepted the challenge and they delivered."

Dytrych said the redesign was rapidly completed thanks to the hard word of Airmen from the 455th Expeditionary Communications and Civil Engineer squadrons, who expedited the moving of furniture and network connections.

"Their can-do attitudes helped us make this a reality," Dytrych said, "they deserve a huge thanks."