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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.",{"@graph":14,"@context":73},[15,34,56],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/document/","Document",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/document/research-report/","Research & Report",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/document/advanced-efforts-to-improve-the-customer-experience-at-us-and-european-airports-part-2/297410/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/advanced-efforts-to-improve-the-customer-experience-at-us-and-european-airports-part-2/297410.png","ImageObject",300,407,{"name":42,"@type":43},"Evangeline","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/pdf","2026-10-29","2026-09-18",true,{"@type":52,"interactionType":53,"userInteractionCount":55},"InteractionCounter",{"@type":54},"ViewAction",12,{"@type":57,"mainEntity":58},"FAQPage",[59,65,69],{"name":60,"@type":61,"acceptedAnswer":62},"What challenges do airports face as global aviation demand increases?","Question",{"text":63,"@type":64},"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.","Answer",{"name":66,"@type":61,"acceptedAnswer":67},"How does the document define customer experience (CX) in air travel?",{"text":68,"@type":64},"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.",{"name":70,"@type":61,"acceptedAnswer":71},"What is the concept of “Face Pass” and why is it being pursued?",{"text":72,"@type":64},"“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.","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},297410,1789744291,{"code":4,"msg":82,"data":83},"success",{"doc_id":79,"user_id":84,"nickname":42,"user_avatar":85,"doc_module":4,"category_id":86,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":87,"file_id":88,"file_url":89,"file_type":90,"file_size":91,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":92,"language":93,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":94,"faqs":95,"seo_title":96,"seo_description":12,"update_tm":80,"read_time":97,"preview_page_count":4},13056703019662,"https://ap-avatar.wpscdn.com/avatar/be000253a8e92610077?_k=1778726343310543188",8,"Part 2  \nAdvanced Efforts to Improve the Customer Experience at U.S. and European Airports  \nThe 151st Transport Policy Colloquium Washington Report XV June 22, 2022  \n0  \nIntroduction  \nProjected Global Aviation Demand  \n2017 2037  \nPassengers A4ppr1 bioxllio.n   \nNo. of flights A40ppmrioxllio.n   \nApprox.  \n8.2 billion  \nApprox.  \n80 million  \n*Based on 2018 IATA projections  \n1  \nChallenges Facing Airports as Demand Increases   \nArea  \nChallenges  \nRisks  \nSafety/ Immigration control  \nCapacity  \nThreat of terrorism, etc. Illegal immigration, maintaining strict immigration control  \nFacility size limitation  \nLabor shortages  \nDiversification of needs Example: Hygiene measures and avoiding crowding during COVID-19  \nDecreased safety  \nDelays and cancellations due to congestion  \nHuman error  \nDecreased  \ncustomer satisfaction  \nPoor customer experience in air travel  \n2  \nWhat is Customer Experience (CX)?  \n“The value or experience that users receive when using a product or service.”  \nCX 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.  \n\u003CTouchpoints for air travel>  \nDeparture Arrival  \nCustoms/Quarantine  \nFlight  \nCustoms Immigration control Quarantine  \nCIQ (Entry)  \nCIQ (Customs/ Quarantine)  \n3  \nBasic Division of Responsibilities at Airports  \nDeparture Arrival  \n|  |  | Check-in | \u003Cbr>Security check | CIQ (Departure) | \u003Cbr>Boarding | CIQ (Entry) | CIQ (Customs/ Quarantine) |\n| --- | --- | --- | --- | --- | --- | --- | --- |\n| U.S. | Public\u003Cbr>sector |  | TSA *1\u003Cbr>*1 Transportation Secu | CBP *2\u003Cbr>rity Administration: In char | ge of safety management f | CBP\u003Cbr>or public transportation |  |\n|  | Private\u003Cbr>sector | Airline | *2 Customs and Borde | r Protection: Combines cus | toms, immigration, quaran\u003Cbr>Airline | tine, and other functions |  |\n| Europe | Public\u003Cbr>sector |  |  | Immigration authorities *3 |  | Immigration authorities | Customs /\u003Cbr>Quarantine\u003Cbr>authorities |\n|  | Private\u003Cbr>sector | Airline | Airport company (Outsourced to\u003Cbr>security companies) |  | Airline |  |  |\n| Japan | Public\u003Cbr>sector |  |  | Ministry of\u003Cbr>Justice |  | Ministry of\u003Cbr>Justice | Ministry of Finance/ Ministry of Health, Labour and Welfare |\n|  | Private\u003Cbr>sector | Airline | Airline\u003Cbr>(Outsourced to security companies) |  | Airline |  |  |\n\n4  \nDiscussion Objectives  \n􀂄 In anticipation of future increases in demand, airports will need to further enhance safety, improve operational efficiency, optimize resources, etc.  \n􀂄 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.  \n􀂄 These efforts are important for the recovery of international travel in the post-COVIDera.  \nTo 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  \nfield of security checks.  \n5  \nTABLE OF CONTENTS  \n1 . Use of Facial Recognition Technology  \nCheck-in  \nSecurity check  \nCIQ  \nBoarding  \n2. Advances in the Field of Security Checks  \nSecurity check  \n3 . Conclusion  \n6  \nTABLE OF CONTENTS  \n1 . Use of Facial Recognition Technology  \nCheck-in  \nSecurity check  \nCIQ  \nBoarding  \n2. Advances in the Field of Security Checks  \nSecurity check  \n3 . Conclusion  \n7  \nHistory of the Adoption of Facial Recognition  Technology in the U.S.   \n􀂄 Stricter border controls are introduced in the U.S. after the 9/11 terrorist attacks in 2001.  \n􀂄 Congress mandates that the Department of Homeland Security (DHS) and its component Customs and Border Protection (CBP) obtain biometric data for immigration purposes.  \n􀂄 In 2004, CBP begins taking f","cbCaieY0Bn8zF8QD","https://ap.wps.com/l/cbCaieY0Bn8zF8QD","pdf",3458930,35,"English","# Introduction\n## Projected Global Aviation Demand\n## Challenges Facing Airports as Demand Increases\n## What is Customer Experience (CX)?\n## Basic Division of Responsibilities at Airports\n## Discussion Objectives\n# Table of Contents\n## 1. Use of Facial Recognition Technology\n### Check-in\n### Security check\n### CIQ\n### Boarding\n## 2. Advances in the Field of Security Checks\n### Security check\n## 3. Conclusion\n# History of the Adoption of Facial Recognition Technology in the U.S.\n# Advantages of Facial Recognition\n# Towards “Face Pass” Enabled by Facial Recognition Technology","[{\"question\":\"What challenges do airports face as global aviation demand increases?\",\"answer\":\"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.\"},{\"question\":\"How does the document define customer experience (CX) in air travel?\",\"answer\":\"CX is defined as the value or experience users receive when using a service. 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