From the time of booking to the final destination, airport and passenger facilitation ensures the flow of travelers, baggage, cargo, and mail is efficient and delivered in a healthy, safe, and secure environment on the ground and in the air. Every day, a complex network of people, companies, airlines, 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.
To guarantee the best possible customer experience and satisfaction, airports and airlines 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 and airlines deliver a better experience for passengers and industry stakeholders alike.
ACI World's Facilitation Experts provide:
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 airport and passenger 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.
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)
Airport and Passenger Facilitation Initiatives
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.
Facilitation News
Stay informed with the latest ACI World media releases and advisory bulletins.
Publications
Explore ACI World publications to access expert handbooks, in-depth reports and datasets, as well as comprehensive guidance. Empower your airport with global insights across all areas of the airport business, including economics, sustainability, customer experience, and operations.
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Airports and Accessible Travel: A Practical Guide -
Airport Operations and COVID-19 – Business Recovery (Version 3) -
The Future of Travel and Digital Identity at Airports
ACI World Insights
Access the latest expert opinions, global tends and data-driven insights on the ACI World Insights blog. Stay informed to make strategic decisions that drive innovation in the airport and wider aviation sector.
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Improving Airport Accessibility: Travel for EveryoneA traveller arrives at the airport terminal, their heart racing and their mind spinning, overwhelmed – not from pre-flight jitters, but from the uncertainty of navigating the airport independently. This scenario plays out thousands of times daily across airports worldwide. It affects not only people with visible disabilities, but also those with invisible disabilities, older adults, parents with young children, and many others. The question is: How are airports responding to this challenge? “Don’t be the reason someone feels insecure. Be the reason someone feels seen, heard, and supported.” Cleo Wade, American artist, poet, activist, and author. The conversation around...Read more -
Enhancing Digital Accessibility in Aviation: A Guide for AirportsWhat is digital accessibility in airports? Until recently ‘Digital Accessibility’ was understood to refer specifically to the accessibility of a company’s website, mobile applications or digital documents. Efforts concentrated on ensuring websites and their content could be accessed by everyone, including people with disabilities. Standards to aid this, known as the Web Content Accessibility Guidelines (WCAG) were developed by the World Wide Web Consortium (W3C). However, as technology has evolved, new devices have been introduced in aviation to improve passenger experience and operations. Most airport passengers interact with a plethora of public-facing digital assets such as self-service terminals, automatic gates, and information displays all of which should be accessible....Read more
