Every day, a complex network of people, companies, organizations and authorities work together to facilitate the flow of passengers and goods worldwide. Crossing borders requires various checks and controls and these controls and touchpoints must be as efficient and seamless as possible. From the time of booking to the final destination, facilitation ensures the flow of passengers, baggage, cargo, and mail is efficient and delivered in a healthy, safe, and secure environment.
To guarantee the best possible passenger experience, airports continue to implement new technologies, information management systems, infrastructure, and best practices that improve terminal flows, processes, accessibility, and their capacity to adapt to flight disruptions.
Through advice, handbooks, recommendations, and training, ACI World provides expertise and tools to help airports deliver a better experience for passengers and industry stakeholders alike.
ACI World’s Facilitation Experts Provide
The NEXTT Vision in a Post-COVID-19 World
This new report, researched during the current crisis, shows that the COVID-19 impacts on travel, passenger trust and airport operations have further confirmed the validity of and the need for the concepts of NEXTT.
Explore the emerging concepts of NEXTT that support the industry restart with new health risk mitigations that must be accommodated.
ACI World Facilitation and Services Standing Committee
The ACI World Facilitation and Services Standing Committee advocates on behalf of ACI members to ensure policies and regulations help airports improve terminal flows and take into account passenger growth and its impact on airport facilities.
With a focus on ensuring sustainable airport processes and infrastructure, preparing airports for increasing process complexity and irregularity of operations while providing excellent customer experience, the Committee advocates with decision makers, ensures that partner’s programs bring benefits to airports, recognizes leading airports while issuing guidance and capacity building.
ACI experts and members help shape global facilitation development by participating in industry events and working closely with international partners, including ICAO, the World Customs Organization, the World Economic Forum, the World Travel and Tourism Council, IATA, and the World Health Organization.
Discover our Airport Service Quality Program
To foster best practices worldwide, ACI’s Airport Service Quality (ASQ) program provides airports with resources and benchmarking tools to measure and enhance passenger satisfaction.
Airport Facilitation Initiatives
We work with IATA to examine how the customer experience will be transformed by new technologies over the next 20 years and find ways to ensure new developments enhance the passenger experience.
ACI aspires to make sure airports’ processes and infrastructure are inclusive and supportive for all abilities, preparing airports for the increase of elderly persons who travel, growing expectations for responsible business behaviors, while providing outstanding customer experience
ACI’s member airports play a critical role in the fight to suppress human trafficking activity through education, vigilance and a strong reporting culture. This can be accomplished by promoting awareness and training to the entire airport community.
The Future of Travel and Digital Identity at Airports report, developed by the ACI World Facilitation and Services Standing Committee, acknowledges the critical period during which the aviation industry finds itself today, looks at the importance placed on digital identity and biometrics in the future of travel and enables airport leaders to have meaningful discussions about digital identity.
ACI World works with industry stakeholders to explore how biometrics can improve passenger identification and streamline airport security.
Based on ACI's ASQ program, this document recommends a methodology for measuring passenger process times that airports worldwide can adopt to address passenger flows and bottlenecks.
A joint initiative between ACI’s Facilitation and Services and Economics Standing Committees, this document provides guidelines on the development of a contractual service-level agreement framework between airport owners, operators, regulators, and third-party service providers.
The potential for events to disrupt “normal business operations” at airports creates the need for robust business continuity management plans. Airport authorities develop appropriate plans that take account of a wide range of possible events, to enable them prepare and cope with disruptions, and to return to normal operations as soon as possible, making full use of business continuity planning.
ACI’s guidelines help airports improve their response to health-related emergencies and reduce exposure to communicable diseases at the airport by establishing mechanisms for rapid decision-making and action.
ACI has worked with Redwater Consulting Group to create a simple, excel based capacity tool in order for airports to plan for an increase in passenger numbers as the industry recovers from COVID-19 health restrictions. The tool covers all terminal process points and helps airports to optimize their operations.