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 latest handbooks and data-driven recommendations
Facilitation-focused courses and training programs
Resources through ACI’s publications library
Expert insights through the ACI World blog
In-person and online events and learning opportunities

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.

Focus Areas
Airport accessibility for passengers with disabilities and reduced mobility
Application of biometrics to border control and airline processes
Airport preparedness for outbreaks of infectious diseases
Airport business continuity management plans
Airport infrastructure
Customer satisfaction and service quality benchmarking (ASQ)

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’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.

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.

To address and plan for health-related disruptions and operational threats at airports worldwide, ACI offers a business-driven, process-based framework for establishing a Business Continuity Management System.

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.

ACI Insights

by Jean-Sebastien Pard
Sep 07, 2021
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by Hannah Meredith
Aug 20, 2021
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by Hannah Meredith
Jun 03, 2021
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