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Airport data sharing and collaboration key to improving passenger satisfaction

New ACI handbook explores how to identify, measure and best use real-time data

Montreal, 27 January 2020 – Airports Council International (ACI) World has today published new guidance for airports collecting data to improve passenger satisfaction and operational efficiency.

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.

“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,” ACI World Director General Angela Gittens said. “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 realize benefits for everyone.”

“Airbiz appreciated the opportunity to work with ACI, airport members and World Business Partners on this progressive handbook. The comprehensive research, best practices, surveys, and case studies provide a thorough guide for airports to develop a passenger facilitation performance monitoring system holistically or for specific applications,” Airbiz Analytics and Modelling Manager Martin Leprohon said.

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.

A list of metrics and measurement tools related to service quality as well as an overview of recent research undertaken on the use of facilitation performance metrics can be found in the appendix section of the report.

Notes for editors

    1. Airports Council International (ACI), the trade association of the world’s airports, was founded in 1991 with the objective of fostering cooperation among its member airports and other partners in world aviation, including the International Civil Aviation Organization, the International Air Transport Association and the Civil Air Navigation Services Organization. In representing the best interests of airports during key phases of policy development, ACI makes a significant contribution toward ensuring a global air transport system that is safe, secure, efficient and environmentally sustainable. As of January 2020, ACI serves 668 members, operating 1979 airports in 176 countries.
    2. Find more information on the Passenger Facilitation Performance Metrics Handbook.

Media contacts

Bojana Jeremic
Manager, External Relations and Special Events
ACI World
Telephone: +1 514 373 1254

Sabrina Guerrieri
Manager, Communications
ACI World
Telephone: +1 514 373 1200