Customer Service, Passenger Facilitation & Border Control

Customer Service, Passenger Facilitation & Border Control

Passenger Facilitation is a series of processes, which can begin as soon as a passenger buys their ticket, designed to make the journey through an airport as smooth as is possible. Customer service is one component of this. Airports strive to make their customers’ experience of the airport a pleasant one. Our members regularly come together within ACI EUROPE to discuss and address a range of issues which impact this. European and national regulations are central. For example, some security regulations can inconvenience passengers. Air Passenger Rights – specifically the rights of People with Reduced Mobility (PRMs) - must be upheld at all times. And in addition to regulations, airports have specific operational and technical passenger facilitation issues, such as wayfinding, baggage sorting equipment, intermodality solutions and more. Airports are also concerned with border control. While airports are rarely primarily responsible for border control, the activities of those who are responsible can have a major impact on passenger facilitation. A key issue at present is that of Automated Border Control. If implemented as ACI EUROPE advocates, with a harmonised approach, using interoperable equipment and common international standards, the traveling public stands to benefit hugely.

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Relevant documentation (studies, reports, brochures, etc.)

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