API magazine
October 1, 2020
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‘The Passenger Facilitation Performance Metrics Handbook’ provides key tools for airports as they manage the flow of passengers and baggage in a safe and secure way, while meeting and exceeding passenger expectations. The handbook will help airports identify and employ different types of key performance metrics in passenger facilitation and will describe how they can benefit from emerging trends in the use of airport data to improve communication between airports, airlines, and government agencies. ACI World director general, Angela Gittens, commented: “With demand for air services expected to double by 2037, airports are faced with the challenge to increase operational efficiency and contain costs all while improving the passenger experience and maintaining security standards.” Gittens went on to comment: “Technology and data play a key role as an enabler to support airport business strategic objectives. 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. It is imperative that all aviation stakeholders share a common long-term vision in the areas of facilitation and innovation. Embracing the culture of collaboration and sharing of airport performance data amongst all stakeholders in the airport ecosystem is a critical factor to realise benefits for everyone.” The handbook provides examples of actions and best practices, as well as a comprehensive overview of the use of performance metrics through a diverse range of case studies from airports around the world.