Advanced Efforts to Improve the Customer Experience at U.S. and European Airports - Part 2

Sep 18, 2026

Advanced Efforts to Improve the Customer Experience at U.S. and European Airports outlines how rising aviation demand challenges airport operations while safety, capacity, immigration control, and staffing constraints can reduce customer satisfaction. It defines customer experience (CX) across touchpoints before, during, and after travel, then reviews airport responsibility divisions for U.S., Europe, and Japan. The report focuses on using facial recognition to streamline check-in, security checks, and CIQ, discusses the transition toward “Face Pass,” and highlights post-COVID service needs such as hygiene, social distancing, and congestion avoidance.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages35

Reading Time1 h 28 min

AccessFree to download

Introduction

Projected Global Aviation Demand

Challenges Facing Airports as Demand Increases

What is Customer Experience (CX)?

Basic Division of Responsibilities at Airports

Discussion Objectives

Table of Contents

1. Use of Facial Recognition Technology

Check-in

Security check

CIQ

Boarding

2. Advances in the Field of Security Checks

Security check

3. Conclusion

History of the Adoption of Facial Recognition Technology in the U.S.

Advantages of Facial Recognition

Towards “Face Pass” Enabled by Facial Recognition Technology

Part 2 Advanced Efforts to Improve the Customer Experience at U.S. and European Airports The 151st Transport Policy Colloquium Washington Report XV June 22, 2022 0 Introduction Projected Global Aviation Demand 2017 2037 Passengers A4ppr1 bioxllio.n No. of flights A40ppmrioxllio.n Approx. 8.2 billion Approx. 80 million *Based on 2018 IATA projections 1 Challenges Facing Airports as Demand Increases Area Challenges Risks Safety/ Immigration control Capacity Threat of terrorism, etc. Illegal immigration, maintaining strict immigration control Facility size limitation Labor shortages Diversification of needs Example: Hygiene measures and avoiding crowding during COVID-19 Decreased safety Delays and cancellations due to congestion Human error Decreased customer satisfaction Poor customer experience in air travel 2 What is Customer Experience (CX)? “The value or experience that users receive when using a product or service.” CX refers to all of the experiences that a customer has while interacting with a product or service, including before use, during use, and after use. It also includes the opinion that customers have of a company as a result of their experience. Departure Arrival Customs/Quarantine Flight Customs Immigration control Quarantine CIQ (Entry) CIQ (Customs/ Quarantine) 3 Basic Division of Responsibilities at Airports Departure Arrival | | | Check-in |
Security check | CIQ (Departure) |
Boarding | CIQ (Entry) | CIQ (Customs/ Quarantine) | | --- | --- | --- | --- | --- | --- | --- | --- | | U.S. | Public
sector | | TSA *1
*1 Transportation Secu | CBP *2
rity Administration: In char | ge of safety management f | CBP
or public transportation | | | | Private
sector | Airline | *2 Customs and Borde | r Protection: Combines cus | toms, immigration, quaran
Airline | tine, and other functions | | | Europe | Public
sector | | | Immigration authorities *3 | | Immigration authorities | Customs /
Quarantine
authorities | | | Private
sector | Airline | Airport company (Outsourced to
security companies) | | Airline | | | | Japan | Public
sector | | | Ministry of
Justice | | Ministry of
Justice | Ministry of Finance/ Ministry of Health, Labour and Welfare | | | Private
sector | Airline | Airline
(Outsourced to security companies) | | Airline | | | 4 Discussion Objectives 􀂄 In anticipation of future increases in demand, airports will need to further enhance safety, improve operational efficiency, optimize resources, etc. 􀂄 In addition, passengers’ needs are changing , such as hygiene measures and social distancing amid the COVID-19 pandemic, and there is a pressing need for touchless (non-contact, non-face-to-face) services and congestion avoidance efforts. 􀂄 These efforts are important for the recovery of international travel in the post-COVIDera. To improve the passenger experience, we will present advanced examples from airports in Europe and the U.S. , focusing on the use of facial recognition technology in the following processes and advances in the field of security checks. 5 TABLE OF CONTENTS 1 . Use of Facial Recognition Technology Check-in Security check CIQ Boarding 2. Advances in the Field of Security Checks Security check 3 . Conclusion 6 TABLE OF CONTENTS 1 . Use of Facial Recognition Technology Check-in Security check CIQ Boarding 2. Advances in the Field of Security Checks Security check 3 . Conclusion 7 History of the Adoption of Facial Recognition Technology in the U.S. 􀂄 Stricter border controls are introduced in the U.S. after the 9/11 terrorist attacks in 2001. 􀂄 Congress mandates that the Department of Homeland Security (DHS) and its component Customs and Border Protection (CBP) obtain biometric data for immigration purposes. 􀂄 In 2004, CBP begins taking f

FAQs

What challenges do airports face as global aviation demand increases?

The report links demand growth to constraints in safety and immigration control, capacity limits, facility size, and labor shortages, which can lead to decreased safety and delays or cancellations. It also notes that poor customer experience follows congestion and human error.

How does the document define customer experience (CX) in air travel?

CX is defined as the value or experience users receive when using a service. It includes experiences before use, during use, and after use, as well as customers’ opinions about the company formed through these interactions across travel touchpoints.

What is the concept of “Face Pass” and why is it being pursued?

“Face Pass” refers to facial recognition without the need for ID documents, aiming to reduce the need to present passports or boarding passes at multiple points. The report states that industry organizations like IATA and ACI are promoting efforts to enable seamless movement through airport processes, especially for departure and security-related checkpoints.

Sep 18, 2026

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