An update to the Airport Council International’s (ACI) Passenger Facilitation Performance Metrics Handbook identifies key metrics that could help improve communication between airports, airlines, and government agencies while managing the flow of passengers and baggage.
Such updates are necessary to guarantee passenger satisfaction and continued efficiency, with the potential for air services to double by 2037, according to ACI World Director General Angela Gittens. Airports will be challenged by a need to do all this while managing costs and security standards as well.
“Technology and data play a key role as an enabler to support airport business strategic objectives,” Gittens said. “Availability of real-time data and the digital transformation of processes and operations will enable airports to actively tackle capacity challenges as this vast volume of information can be used effectively to increase productivity, efficiency and improve overall passenger experience through the airport journey.”
The handbook is built on research, best practices, surveys, and case studies. It offers examples and an overview of the use of performance metrics through a broad range of cases worldwide. Along the way, it lays out a path for airports to create a monitoring system for passenger facilitation performance either as a whole or for specific uses.
“It is imperative that all aviation stakeholders share a common long-term vision in the areas of facilitation and innovation,” Gittens said. “Embracing the culture of collaboration and sharing of airport performance data amongst all stakeholders in the airport ecosystem is a critical factor to realize benefits for everyone.”