241 - Toward A Touchless Airport Journey

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Toward a Touchless Airport Journey (2022)
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ISBN 978-0-309-68715-7 | DOI 10.17226/26665
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Frank Barich, Leslie Ruiz, Rob Linstrum, Martin Leprohon, Patricia Ryan, Ron
Hiscox, Wayne McCutcheon; Airport Cooperative Research Program; Transportation
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Toward a Touchless Airport Journey
AIRPORT COOPERATIVE RESEARCH PROGRAM
ACRP RESEARCH REPORT 241

Frank Barich
Leslie Ruiz
Rob Linstrum
Barich, Inc.
Chandler, AZ
Martin Leprohon
Airbiz Aviation Strategies, Ltd.
Montreal, QC
Patricia Ryan
Decision Services International, LLC
Melbourne, FL
Ron Hiscox
Airport Process Design, Ltd.
Grenville-sur-la-Rouge, QC
Wayne McCutcheon
Entro Communications, Inc.
Toronto, ON
Subscriber Categories
Aviation • Passenger Transportation • Terminals and Facilities
Research sponsored by the Federal Aviation Administration
2022
Copyright National Academy of Sciences. All rights reserved.

AIRPORT COOPERATIVE RESEARCH PROGRAM ACRP RESEARCH REPORT 241
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other modes of transportation and where federal responsibility for man- ISBN 978-0-309-68715-7
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© 2022 by the National Academy of Sciences. National Academies of
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COOPERATIVE RESEARCH PROGRAMS
CRP STAFF FOR ACRP RESEARCH REPORT 241

Christopher J. Hedges, Director, Cooperative Research Programs
Lori L. Sundstrom, Deputy Director, Cooperative Research Programs
Marci A. Greenberger, Manager, Airport Cooperative Research Program
Theresia H. Schatz, Senior Program Officer (retired)
Demisha Williams, Senior Program Assistant
Natalie Barnes, Director of Publications
Heather DiAngelis, Associate Director of Publications
ACRP PROJECT 11-02/TASK 41 PANEL

Field of Special Projects
Dawson Frank, Port of Seattle, Seattle, WA (Chair)
Antonio Correas, Skymantics, Melbourne, FL
Timothy Neal Haizlip, Cincinnati-Northern Kentucky International Airport, Cincinnati, OH
Danielle J. Rinsler, Amazon, Arlington, VA
Tiffany Sanders, Ontario International Airport Authority, Ontario, CA
Houbing Song, Embry Riddle Aeronautical University, Daytona Beach, FL
Aneil Patel, Airports Council International–North America Liaison
Todd McKeever, FAA Liaison
Christine L. Gerencher, TRB Liaison
AUTHOR ACKNOWLEDGMENTS
This quick reference guide was produced under ACRP Project 11-02, Task 41, “Toward a Touchless
Airport Journey” by the Barich, Inc., team, including the following members:
• Barich, Inc.—Frank Barich (Principal Investigator, Chandler, AZ), Leslie Ruiz (Lead Researcher,
Chandler, AZ), Rob Linstrum (Research and Deliverables Producer, Chandler, AZ), Phuong Parenzan
(Administrative Officer, Cypress, TX).
• Airbiz Aviation Strategies, Ltd.—Martin Leprohon (Researcher, Montreal, QC), Kerr Lammie
(Subject Matter Expert [SME], Vancouver, BC).
• Decision Services International, LLC—Dr. Patricia Ryan (SME, Melbourne, FL).
• Airport Process Design, Ltd.—Ron Hiscox (SME, Grenville-sur-la-Rouge, QC).
• Entro Communications, Inc.—Wayne McCutcheon (SME, Toronto, ON).

FOREWORD
By Theresia H. Schatz
Staff Officer
Transportation Research Board
ACRP Research Report 241: Toward a Touchless Airport Journey is a quick reference guide
for all types and sizes of airports, including their third-party vendors, and identifies readily
available touchless technology features with near-term solutions and best practices to
allow a safe and efficient journey. The Guide presents solutions from emerging and exist-
ing technologies to nontechnological solutions. For each solution, the Guide describes the
current level of readiness, barriers to expect in implementation, and specific tips on getting
started. It also looks at technology gaps and the need for medium- and long-term solutions
with further development opportunities that could minimize touchpoints. This Guide
suggests mitigation strategies and solutions for processes that cannot be touchless, such as
wheelchair service providers and baggage tags.
The research included current best practices of airports, airlines, associations and gov-
erning bodies, service providers, concessionaires, parking and ground transportation
providers, etc., and cost-effective solutions, including nonaeronautical revenue opportunities,
passenger-centric smartphone and sensor technologies and applications along with their
associated barriers to adoption. The Guide includes signage and wayfinding opportunities to
facilitate the touchless experience and the use of technology to reduce dwell times through
shorter queue lines. It looks at the customer experience and different forms of commu-
nication and the accommodation of passengers with disabilities, including those with an
intellectual or developmental disability. The Guide also includes techniques for continuous
disinfectant processes and global practices and innovations within and outside of the avia-
tion sector that have been effective in making processes more efficient and touchless.
As technology continues to evolve, airports are seeking opportunities to create a touch-

less experience along the passenger journey. The COVID-19 pandemic has accelerated the
need to eliminate many common touchpoints, which are potential points of disease trans-
mission. This research examined the airport processes and functions that could potentially
benefit from touchless technologies.
ACRP Project 11-02/Task 41 was led by Barich, Inc., in association with Airbiz Aviation
Strategies, Ltd.; Decision Services International, LLC; Airport Process Design, Ltd.; and
Entro Communications, Inc. The research was completed quickly to address ways an airport
can be a touchless or frictionless and seamless journey experience.
Accompanying the Guide is a solution worksheet called “Taking Action,” which is orga-
nized by varying points in an airport journey that an airport can use to help decide which
solution to consider and implement. The worksheet is available at the National Academies
Press website (www.nap.edu) by searching for ACRP Research Report 241: Toward a Touchless
Airport Journey.


CONTENTS
1 Chapter 1 Setting the Stage

1 Introduction and Purpose
2 Research Summary
3 State of the Industry
4 Trend Area 1: Providing a Seamless or Frictionless Airport Journey
5 Trend Area 2: Enabling Passengers to Take Control of Their Journey
6 Trend Area 3: Providing Cleaner and More Modern Airport Facilities
7 What It Means to Go Touchless
7 Best Practices and Lessons Learned
8 What Factors to Consider
9 The Value of Touchless Solutions
10 Chapter 2 Touchless Solutions Across the Airport
Journey Areas
10 Airport Journey Areas
11 Summary of Solutions Along the Airport Journey Areas
12 Walkthrough of the Airport Journey Areas
12 Pre-Airport
17 On-Airport
24 Parking, Arrival, and Exit
28 Landside
32 Back of House
33 Security
36 Immigration Control
38 Airside
40 Airfield
41 Post-Airport
42 Chapter 3 Taking Action
43 Endnotes
48 Appendix A Helping the Passenger
54 Appendix B Communicate with the Passenger
Note: Photographs, figures, and tables in this report may have been converted from color to grayscale for printing.
The electronic version of the report (posted on the web at www.nap.edu) retains the color versions.


CHAPTER 1
Setting the Stage
Introduction and Purpose

The world seems a lot smaller these days. Especially within the United States, air travel is so
readily available and relatively affordable that, over the last few years, airports and air carriers
have experienced higher passenger numbers than they have ever experienced. At the same time,
technology adoption and customer service capabilities have grown to such a degree that even the
average consumer expects a top-notch, seamless experience throughout their buyer journey—
or in this case, their airport journey. As things continue to progress, any step that can potentially
be automated or eliminated is up for consideration.
Enter the COVID-19 pandemic; things changed dramatically within the aviation industry.
Because the virus spread so easily in groups of people, air travel drastically decreased in a very
short span of time. Airports, air carriers, regulatory agencies, and solution providers began
scrambling and working together to identify solutions that could protect their customers—
passengers and employees alike—and prove that air travel was still a very safe mode of trans-
portation. Any step that required customers to touch a surface, interact with another person, or
spend extended periods in congested areas was now under consideration and heavy scrutiny.
But is this all that new? Anyone in the aviation industry for the last 20 years has heard
of or even participated in efforts to provide a “seamless” or “frictionless” experience along
the passenger journey. These efforts prioritized minimizing touched surfaces, eliminating
or streamlining interactions with staff members, and reducing crowds in queuing areas.
What changed is the addition of a business driver (customer health) and a higher level of
urgency (reacting to an ongoing pandemic and record-low passenger numbers). Most entities
interviewed for this quick reference guide stated that, for the most part, the pandemic only
accelerated the need for solutions toward which they were already moving. Seamless and
frictionless now include “contactless” and “touchless,” and customer safety initiatives now
include customer health measures.
This quick reference guide identifies readily available touchless solutions that airports and
their stakeholders can implement to move further toward a touchless airport journey. The
guide presents these solutions along the areas of the airport journey, and it includes a range
of solutions from emerging and existing technologies to nontechnological solutions. For each
solution, the guide describes the current level of readiness, barriers to expect in implementation,
and specific tips on how to get started at your airport. The guide also presents a series of overall
best practices and lessons learned compiled from airports that have already made progress.
The goal is to offer tangible tactics for the aviation industry today, knowing the industry will
continue to fill the gaps in readiness and overcome the barriers to move closer to a fully touch-
less airport journey.

2 Toward a Touchless Airport Journey
Research Summary
This guide is based on the efforts of a research team who reviewed literature and conducted
case study interviews with large airports and airlines, medium to small airports, airport stake-
holders, and relevant solutions providers. The literature research encompassed existing aviation
research guidance, industry reports and white papers, news and web articles, and presentations.
However, as a quick reference guide, a comprehensive U.S. airport survey that would provide
a fully exhaustive look at solutions across the industry is not included.
The case study interview effort touched the following entities:
• Airports Council International – North • Johnson Controls
America Business Information Technology • Louisville Muhammad Ali International
(ACI-NA BIT) Touchless Working Group Airport (SDF)
• Alaska Airlines (AS) • Lyft
• Carnival Cruise Line • Materna
• Delta Air Lines (DL) • Minneapolis-St. Paul International Airport
• Digital Aviation Research and Technology (MSP)
Center (DARTeC) at Cranfield University • NEC
• dormakaba • Newark Liberty International Airport
• EASIER (EWR)
• Embross • Park Assist
• Flagship Facility Services • Pittsburgh International Airport (PIT)
• Gatekeeper Systems Inc. • Raleigh-Durham International Airport
• Gerald R. Ford International Airport (RDU)
(GRR) • Seattle-Tacoma International Airport
• Golden Triangle Regional Airport (GTR) (SEA)
• HMSHost • Spirit Airlines (NK)
• Hong Kong International Airport (HKG) • Transportation Security Administration
• ICM Airport Technics (TSA)
• Idemia • United Airlines (UA)
• Immune Gloves • U.S. Customs and Border Protection (CBP)
• International Air Transport Association • Vision-Box
(IATA) and the IATA Passenger Accessi- • Winnipeg Richardson International Airport
bility Process Task Force (PAPTF) (Canada) (YWG)
In addition to these entries, the literature review uncovered information about touchless
technology practices from solution-provider Bags Inc. and airports (listed alphabetically by
IATA airport code) including the following:
• Hartsfield-Jackson Atlanta International • Dallas Love Field Airport (DAL)
(ATL) • Ronald Reagan Washington National Air-
• Abu Dhabi International Airport (AUH) port (DCA)
• Boston Logan International Airport (BOS) • Denver International Airport (DEN)
• Bristol International Airport (United King- • Dallas Fort Worth International Airport
dom) (BRS) (DFW)
• Baltimore/Washington Thurgood Marshall • Detroit Metropolitan Airport (DTW)
International Airport (BWI) • Dusseldorf Airport (Germany) (DUS)
• Charles de Gaulle Airport (CDG) • Key West International Airport (EYW)
• Charlotte Douglas International Airport • Fort Lauderdale-Hollywood International
(CLT) Airport (FLL)
• Cincinnati/Northern Kentucky International • Haneda Airport (Japan) (HND)
Airport (CVG) • William P. Hobby Airport (HOU)

Setting the Stage 3
• Dulles International Airport (IAD) • Philadelphia International Airport (PHL)

• George Bush Intercontinental Airport (IAH) • Phoenix Sky Harbor International Airport
• Indianapolis International Airport (IND) (PHX)
• John F. Kennedy International Airport (JFK) • Reno-Tahoe International Airport (RNO)
• Kansas City International Airport (KCI) • San Diego International Airport (SAN)
• Harry Reid International Airport (formerly • San Antonio International Airport (SAT)
McCarran International Airport) (LAS) • San Francisco International Airport (SFO)
• Los Angeles International Airport (LAX) • Singapore Changi Airport (SIN)
• LaGuardia Airport (LGA) • Norman Y. Mineta San Jose International
• Gatwick Airport (United Kingdom) (LGW) Airport (SJC)
• Heathrow Airport (United Kingdom) (LHR) • Salt Lake City International Airport (SLC)
• Lyon Airport (France) (LYS) • Sacramento International Airport (SMF)
• Manchester Airport (United Kingdom) • St. Louis Lambert International Airport
(MAN) (STL)
• Orlando International Airport (MCO) • Stuttgart Airport (Germany) (STR)
• Chicago Midway International Airport • Tampa International Airport (TPA)
(MDW) • Tucson International Airport (TUS)
• Miami International Airport (MIA) • Edmonton International Airport (Canada)
• Milwaukee Mitchell International Airport (YEG)
(MKE) • Montreal-Trudeau International Airport
• Melbourne Orlando International Airport (Canada) (YUL)
(MLB) • Winnipeg Richardson International Air-
• Myrtle Beach International Airport (MYR) port (Canada) (YWG)
• Oakland International Airport (OAK) • Toronto Pearson International Airport
• O’Hare International Airport (ORD) (Canada) (YYZ)
• Narita International Airport (Japan) (NRT) • Zurich Airport (Switzerland) (ZRH)
For airports reviewed in the literature research, the guide only references the specific solu-
tions noted in respective pieces of literature and, therefore, may not provide a full listing of all
solutions at each of these airports.
State of the Industry

The colossal effect of the COVID-19 pandemic on passenger numbers and revenue cannot be
overstated; however, most organizations interviewed noted that not much has changed within
their overall strategy relative to touchless solutions. That is not to say they made no changes
in response to the pandemic—all airports implemented measures such as social distancing
stickers, signage, and health-related announcements over public address systems. It is to say
that organizations have realized that the trends across what they were already pursuing aligned
very well with the need for touchless solutions.
Three overall trends, displayed in Figure 1, rise to the surface when reviewing individual
initiatives on touchless solutions by airports across the world.
Figure 1. Trends in aviation industry initiatives.

The following pages dive into each of these areas, describing these trends, along with
COVID-19 changes, collective industry initiatives, and industry directives. However, for a full
description of touchless solutions, see Chapter 2: “Touchless Solutions Across the Airport
Journey Areas.”
Trend Area 1: Providing a Seamless or Frictionless Airport Journey

This trend includes airport implementations of solutions such as advance reservation systems,
enhanced check-in and bag-drop kiosks, facial recognition at check-in and bag drop, security,
and immigration control.
What COVID-19 Changed

For most of these solutions, the change generated by the COVID-19 pandemic was more of
one to repackage existing solutions as “touchless.” For example, parking reservation systems are
not just important because they ensure you have a spot: they are also important because many
enable you to scan a quick response (QR) code to open parking gates instead of touching a
button that is infrequently cleaned. They may also eliminate the need for staff interaction when
leaving the garage.
Another change was that airports had increased urgency for accelerating initiatives. For
example, touch-free kiosk solutions have been discussed for some time; however, new initia-
tives to move all touch-related actions to the passenger’s mobile phone were accelerated by the
vendor community. These solutions are now deployed in several U.S. airports.
Collective Industry Initiatives

The aviation industry does very well coming together to solve the challenges that individual
airports are facing and then to develop best practices and guidance that the entire industry can
use. The industry has come together in several ways to identify how to develop an integrated
and frictionless approach across the entire passenger journey—from home to destination.
End-to-End Passenger Journey Initiatives: One example is the International Air Transport
Association’s (IATA) One ID initiative (https://www.iata.org/en/programs/passenger/one-id/).
This uses a single identification to eliminate repetitive processes across the passenger journey,
relying on a growing suite of technologies that are interoperable and scalable. Another example
is New Experience Travel Technologies (NEXTT), a joint initiative between the Airports
Council International (ACI) and the IATA focused on off-airport activities, advanced processing
technology, and the use of interactive decision-making. This includes increased use of bio-
metrics and mobile solutions. The goal is “to ensure the transport of passengers, baggage & cargo
benefits from the latest technology developments to improve customer experience, reliability
and efficiency” (1).
Reacting Specifically to the COVID-19 Pandemic: The focus is to leverage existing initiatives
with new technologies to share travel health requirements (e.g., quarantine, vaccination, testing)
using a health pass (i.e., Travel Pass, CommonPass, and smart vaccination certificates).
Industry Directives
There are several relevant industry directives (e.g., guidelines or regulations) that relate to
the nature of the touchpoint and to what extent it can be completed without a human interface.
Entry/Exit Initiatives: U.S. Customs and Border Protection (CBP) was instructed to bio-
metrically confirm visitors in and out of the United States. As technologies evolved, facial
comparison—now known as the Traveler Verification Service (TVS)—has become the preferred
solution. As a result of the pandemic, the CBP expanded the vision to adopt an end-to-end,

Setting the Stage 5
seamless passenger journey, including self-bag-drop and security checkpoints. Canada Border
Services Agency (CBSA) also introduced a primary inspection kiosk (PIK) using facial matching
with an ePassport and fingerprint for pre-enrolled travel visa holders. Biometrics at immigra-
tion (and emigration) have been deployed for over a decade in some countries with the process
becoming increasingly touchless with the preferred use of facial recognition technology.
Reacting Specifically to the COVID-19 Pandemic: The focus was to promote existing touch-
less facilities in guidance from the Centers for Disease Control and Prevention (CDC) and
other airport health guidelines.
Trend Area 2: Enabling Passengers to Take Control

of Their Journey
This trend encompasses solutions such as pre-airport check-in, prepayment for checked
baggage, self-bag tagging, self-bag-drop, self-ordering kiosks for dining and concessions, and
food and beverage mobile ordering and delivery. The use of mobile devices has increased the
number of passengers wanting to make reservations online or use their mobile app to reduce the
printing of boarding passes or other documents. Airports and airlines have improved their
websites and apps to provide information that passengers need to make their decisions pre-
arrival or by using self-service functionality. This trend also includes concepts related to passenger
data sharing, specifically that passengers should be in control of the data they would like to share
in return for more seamless service options.

Airports repackaged several of these solutions as “touchless.” For example, because self-
service and mobile solutions can reduce the number of interactions between people, airports
that had those solutions quickly produced marketing messaging and signage to show their
customers that they had these solutions available. Many who were already considering these
solutions but were not yet able to implement them sought to move more quickly.
New solutions have come about, such as virtual queuing and lights to indicate congestion
of areas such as holdrooms. Both give passengers more decision-making power. Though these
solutions existed in other industries, specific uses in aviation have come to the forefront since
early 2020.

The collective industry focus is to identify solutions that provide passengers with greater
control over their journey without privacy and safety trade-offs as well as more options to
manage exceptions and remove barriers.
Digital Identity: Digital travel credentials allow an individual to assert their identity, online or in
person, to the required level at every process step while maintaining the privacy of personal data.
Accessibility Initiatives: In an airport environment, assisting passengers with disabilities usually
implies close physical contact between the assistance agent and the passenger. Autonomous wheel-
chairs and other accessible touchless features such as wayfinding apps, pet relief areas access, and
touchless/intelligent lift call buttons are examples of measures aimed at removing barriers.
Reacting Specifically to the COVID-19 Pandemic:
• On accessibility, the IATA Passenger Accessibility Process Task Force (PAPTF) drafted the
IATA Guidance on Accessible Air Travel in Response to COVID-19 to give coordinated
guidance to airline members.
• ACI-NA established several working groups to focus on specific topics of interest in response
to the pandemic. As such, two working groups that directly relate to the touchless journey

include the Virtual Queue Working Group and the Touchless Working Group. The Virtual
Queue Working Group was formed to determine a set of business cases and associated
requirements that airports could use as a guide if they wanted to implement a virtual queue.
The Touchless Working Group is tasked with collaborating to discuss potential touchless
solutions and the associated business cases.
Industry Directives
An enhanced passenger journey is often associated with an exchange of information. This infor-
mation can be delivered upstream or off-airport and is protected by data privacy regulations.
Digital Identity: Privacy regulations, such as General Data Protection Regulation and data
protection provisions, are key considerations and constraints in the implementation of identity
management platforms.
Mobile Processing: The CBP released the CBP One mobile app in 2020, which allows travelers
the ability to apply for an I-94 (arrival/departure record), view an existing I-94, and check wait
times from their mobile device. The new app eliminates the need to fill out a paper I-94 form.
CBSA introduced a mobile app to prefill customs questions ahead of accessing PIK kiosks.
Reacting Specifically to the COVID-19 Pandemic: CBSA expanded the use of its mobile app,
ArriveCAN, to enable passengers to share their quarantine plans, test results, and vaccine
certificates.
Trend Area 3: Providing Cleaner and More Modern

Airport Facilities
This trend encompasses solutions such as touchless restroom fixtures, robotic floor cleaners,
improved air filtration and ventilation, monolithic floor and wall surfaces that clearly show
when they are clean, wider restroom entrance hallways, and wider open common areas that
provide more natural light.

These solutions naturally support a touchless approach, which led airports to repackage
them as “touchless” and put effort into making sure their customers knew they existed. For some
airports, urgency for existing initiatives increased, such as autonomous cleaning robots and
ultraviolet (UV-C) light for disinfection. Not only did the pandemic force airports to make
progress, but it also eased the introduction of these sorts of solutions to an industry that may have
been hesitant about the possibility of bad press for “replacing cleaning staff with technology.”
New solutions in this trend area include the following:
• More frequent and visible cleaning procedures (whereas, before the pandemic, the goal was
to clean when the buildings were less occupied).
• Monitoring solutions that count the number of people using restrooms to indicate when the
restrooms will likely need to be cleaned.
• Alternative elevator approaches (e.g., wave-to-call buttons).
• Alternatives to touching screens, such as interaction with kiosks through the mobile phone.
• Automatic escalator handrail cleaning solutions or antimicrobial coatings for fixed handrails.

The collective industry focus in this area has been more of one in reaction to the COVID-19
pandemic in the following examples:
• ACI’s Airport Health Accreditation program is based on guidance from the International Civil
Aviation Organization’s (ICAO) Council Aviation Recovery Task Force (CART) Take-off

Setting the Stage 7
guidance and ACI’s report Aviation Operations during COVID-19 – Business Restart and
Recovery, which are consistent with Collaborative Arrangement for the Prevention and
Management of Public Health Events in Civil Aviation (CAPSCA) recommendations for states.
• The Global Biorisk Advisory Council STAR facility accreditation from the International
Sanitary Supply Association is based on a demonstration of outbreak prevention, response,
and recovery.
Industry Directives
Directives on safety and health requirements are at the core of aviation. The pandemic has
created a rapidly changing environment where directives are constantly updated to reflect the
latest research and data.
Reacting Specifically to the COVID-19 Pandemic: ICAO’s CART, ACI’s Airport Industry
Recovery Advisory Panel, and the U.S. Department of Transportation (Runway to Recovery) led
the development of best practices, recommended guidelines, and associated audit programs. The
use of existing and emerging touchless technology is one of the pillars of the proposed guidelines.
All three of these trends have carried into and through the COVID-19 pandemic. It will be
important to observe which of these newer or modified solutions will stand the test of time and
simply become part of how the industry operates.
What It Means to Go Touchless

Moving toward a touchless airport journey encompasses reducing the three touchpoint types
illustrated in Figure 2.
Interactions Interactions Congestion

with People with Surfaces of People
Figure 2. Touchpoint types.
Any solution that can (a) eliminate the need for a touchpoint or (b) mitigate the duration or
extent of a touchpoint is considered a touchless solution. For example, SEA has implemented
a virtual queue solution called the SEA Spot Saver program. This program allows passengers
to prebook an appointment in advance on the website or at the airport using a QR code. The
appointment allows the passenger to have a specific time to go through security, which helps
reduce the time spent in congested security queues.
Best Practices and Lessons Learned

When implementing touchless solutions, airport operators should consider the following best
practices and lessons learned:
Connect with Airport Strategy Understand the Importance of Strong Leadership

or Technology Direction The complexities of implementing change combined with the
Implementing touchless solutions financial challenges currently facing the industry require strong
should be closely linked to the leadership by airports. Leadership should outline a clear
airport’s overall strategy on corporate strategy that will be supported by internal and external
passenger facilitation and stakeholders alike. In the context of COVID-19, adaptability and
technology implementation. flexibility will be the keys to ensure the seamless implementation
of new and evolving travel and health requirements.

Collaborate with Your Stakeholders Focus on Helping the Passenger

The airport journey involves various Most airports interviewed highlighted the importance
stakeholders, each looking at implementing of looking at touchless solutions from the
touchless solutions. Collaboration is essential perspectives of passengers or staff members rather
to promote the use of consistent and holistic than through a technical lens. The use of personas
touchless solutions rather than a succession by airports emphasizes the need to help different
of standalone products. types of passengers along their journeys. Helping
travelers with disabilities is especially important.
Communicate with the Passenger Leverage Additional Resources in the

The success of touchless initiatives is largely Community and Beyond
dependent on passenger (and staff) buy-in. Since the airport is an extension of the community,
Measures that require a significant shift in a key to the success of touchless solutions is to
passenger behaviors should be introduced with ensure that they are also consistent with practices
a clear communication plan to promote beyond the airport. For example, resources from
adoption. While COVID-19 provided a advocacy groups should be used to ensure that
significant argument for change, this passengers with disabilities, reduced mobility, or
opportunity may lapse as we exit the service animals can experience a similar or
pandemic and health measures are enhanced level of service as that experienced by
progressively phased-out. passengers without disabilities, reduced mobility,
or service animals.
Understand the Importance of Data

Qualitative and quantitative data provide important feedback on the issues to be resolved and
the efficiency of touchless solutions. The use of data is also key to managing demand and
maintaining appropriate occupancy levels at each touchpoint by adjusting resourcing in real time
where possible.
For more detail, see Appendix A “Helping the Passenger,” which provides mitigation strategies
for travelers who need additional assistance. See Appendix B “Communicate with the Passenger,”
which discusses signage best practices.
What Factors to Consider

Airport operators should consider the following factors when implementing touchless
solutions:
Cost
The cost of the solution will be key in terms of the capital costs for the solution itself and the
enabling works that might be required to support it or operating costs to maintain this solution.
On the other hand, benefits such as reduced operating costs, delayed capital costs, or
additional revenues should be tallied to provide a full picture of the effects of touchless
’ line.
Support and Maintenance Requirements

Throughout the implementation, the airport should address the ongoing maintenance of the
touchless product or service and the associated need for support through internal resourcing or
external contracting.

Setting the Stage 9
Alternative Solutions
The implementation of touchless solutions should focus on the effect on the passenger journey
rather than on the solution itself. As such, alternative solutions using different enabling
technologies and with different costs, benefits, and constraints should be assessed.
Readiness
Readiness for implementation should be assessed against the airport’s existing layout and
systems to identify any gaps. Solutions should also consider regulatory barriers that may
prevent the full leverage of some technologies based on local or international regulations.
The Value of Touchless Solutions

The assessment of touchless solutions should consider various factors including the following
qualitative and quantitative value propositions:
Health and Safety

Because of the COVID-19 pandemic, the priority of taking measures to ensure the health of
passengers and employees is more front and center than before. Touchless solutions should
demonstrate that they enhance the health and safety of passengers.
Customer Experience
Touchless solutions should maintain, but ideally enhance, the passenger experience at the
airport.
Revenue Generation
As mentioned, when assessing cost-benefit, the potential for revenue generation should be
investigated as part of the implementation of touchless solutions. While this may be driven by
new touchless commercial opportunities, this could also be because of increased dwell time in
commercial areas due to reduced wait time induced by touchless solutions in other areas such
as check-in and the security checkpoint.
Operational Efficiency
The investments in touchless solutions may also yield operational benefits that should be
assessed and quantified where possible to support a cost-benefit assessment when comparing
options.
Customer Accessibility
Touchless solutions should be equitable and accessible to all. Where adaptation is required,
touchless solutions should demonstrate that they maintain or improve access for all
passengers, rather than create additional segregation.
Space Optimization
Many touchless solutions are aimed at optimizing spatial requirements by eliminating queues
and touchpoints. The extent of space savings or delayed expansion requirements should be
quantified to support a thorough cost-benefit assessment.
Continue to Chapter 2 to view solutions that align with these value propositions.

CHAPTER 2
Touchless Solutions Across

the Airport Journey Areas
Airport Journey Areas

Operators of airports of all sizes have found strong value in walking through the passenger and
employee journey across their airport while seeking ways to improve efficiency or the customers’
experience. Several operators interviewed for this guide went through this exercise specifically to
identify touchpoints and opportunities to provide a more touchless journey. Some went a step
further, identifying “personas” (such as business travelers versus leisure travelers) using their
overall customer demographics and mapping several distinct journey profiles for each.
Airport journey areas, identified in Figure 3, consist of several touchpoints for passengers,
employees, and other airport patrons.
Figure 3. Airport journey areas.
10

Touchless Solutions Across the Airport Journey Areas 11
Summary of Solutions Along the Airport

Journey Areas
There are many ways to break down the airport journey. Figure 4 provides the illustrations that
represent all areas of the airport journey that customers may encounter, accommodating for both
passengers and employees. Number 1 indicates the Pre-Airport, number 2 indicates On-Airport
areas, and number 3 is for Post-Airport. Table 1 then presents a summary of solutions that can
apply to each area.
Figure 4. Illustrations representing the airport journey areas.
Table 1. Solutions along the airport journey areas (ordered alphabetically).
Journey Areas
Solution Name
Access Control Systems • • •

Automated Access Systems • • •
Automated Car Park Systems •
Autonomous Wheelchairs •
Baggage Divesting Solutions • •
Baggage Prepping Solutions •
Baggage Screening Systems • •
Biometric Technology • • • • • • •
Elevator-Related Solutions • • • • • • • •
Enhanced Surface-Cleaning- • • • • • • • •
Related Solutions
Feedback Devices • • • • •
Food Ordering and Delivery • •
License Plate Recognition •
Online Service Booking • •
Parking Entry and Exit Kiosks •
Parking Pay-on-Foot Kiosks •
Parking Reservation Systems • •
Passenger-Assistance-Related • • • • • • • •
Solutions
Personal Hygiene and Health- • • • • • • • •
Related Solutions
Queue Management Systems • • • • • •
Remote Bag Drop • •
Restroom-Related Solutions • • • • • • •
Retail Ordering and Delivery • • •
Self-Service Bag-Drop •
Self-Service Kiosks • • • •
Signage • • • • • • •
Smart Building Systems • • • • • • •
Travel Reservation (TNC, Taxi,
•
GT, Rail)
Travel Health-Related
•
Solutions
(continued on next page)

Table 1. (Continued).
Journey Areas
Solution Name
TSA Credential Authentication

•
Technology
TSA Enhanced Advanced
•
Imaging Technology
Virtual/Digital Queue Solutions • • • • •
Water Bottle Filling Stations • • • • • • • •
NOTE: TNC = transportation network companies (e.g., Lyft and Uber); GT = ground transportation; TSA = Transportation
Security Administration.
Walkthrough of the Airport Journey Areas

Expanding on Table 1, the following provides a walkthrough of each airport journey area
and identifies which touchless solutions apply to each. This section also aligns solutions with
the value areas (Figure 5) discussed in Chapter 1. Each section uses the icons in shown in
Figure 5 to identify the value areas addressed by the solution.
Health and Revenue

Safety Generation
Customer Operational
Accessibility Efficiency
Customer Space
Experience Optimization
Figure 5. Value areas of touchless

solutions.
Note that some technology solutions may appear multiple times in different journey areas
(e.g., self-service kiosks) because although they are the same basic technology, they have varying
functions in different portions of the journey. Also, note that Implementation Highlights
came from interviews with stakeholders unless indicated otherwise through endnotes.
Solutions that specifically apply to when a passenger is at home

or work, in a car, at the train station, or other areas leading to their
arrival to the airport property.
The pre-airport stage is a critical area contributing to a touchless experience that is only
growing as technology and service models mature and passengers grow more accustomed to
pre-airport activities. Solutions enable passengers to either remotely complete airport processes

or take steps ahead of traveling to reduce or eliminate touchpoints once at the airport. Many
solutions involve providing information about services and products available at the airport
that can improve guest experience and generate revenue.
Parking Reservation Systems

(Pre-Airport Registration)
Parking reservation systems enable passengers to prebook and pay for parking before they
arrive, eliminating the need for a payment interaction with a cashier or kiosk at the airport.
Additional functionality allows the passenger to select the type of parking (e.g., standard,
premier, electric), receive prebooking discounts, and reserve additional services such as car
washing and detailing.
Technology Readiness: Existing and mature technology.
Barriers: It is necessary to educate the public that the technology is available to reserve
their parking spot before arriving at the airport.
Implementation Highlights: MSP implemented this system to lower the number of
parking kiosk touches and agent interactions. PHX began implementing the parking
reservation system before COVID-19 to simplify operations in the parking facility; now,
all facilities are included in the reservation system. Airports such as RDU, PIT, SFO,
and SEA have also implemented these systems.
Getting Started: For airports wanting to get started but needing to consider a tight
budget, the first suggested step is to have a conversation with your parking management
firm. Laying out a long-term strategy can help justify costs and a strategy for purchasing
a base system with room to grow. At a minimum, users should be able to reserve a spot in
the parking facility and receive a QR code to use when entering and exiting the parking
facility. If your airport has an installed parking and revenue control system, the infra-
structure costs are minimal. Most of the costs are system and configuration services.
Virtual/Digital Queue Solutions

(Pre-Airport Registration)
Virtual queue (VQ) solutions can be used to turn any physical queue into a digital queue.
To date, VQ solutions are most notably applicable to queues for security; however, they can be
useful at all queuing locations throughout the airport facility, such as check-in or immigration.
Solutions that allow for entry into the VQ before airport arrival can reduce the amount of time
a passenger must stand in a physical line, which eases congestion at the checkpoint.
Technology Readiness: Existing and emerging technology.
Barriers: It is necessary to educate the public that technology is available to reserve their
time to go through security before arriving at the airport. VQ technology is not new;
however, its usage in airports is new. You should expect “bumps in the road” as you
begin to deploy.
Implementation Highlights: SEA (2) and LAX (3) have recently trialed virtual queu-
ing solutions that offer online reservations for their security checkpoints, and SEA has
funded theirs as a concept through 2022. DEN (4) piloted VeriFLY, which allowed
health-conscious passengers to prebook time online for a separate screening lane. Most
recently, CLEAR allows passengers to reserve a time slot online for security at MCO (5).
Although it is currently on hold due to the pandemic, YUL was the first airport to offer
online reservations for security in 2014.

Getting Started: Start by opening discussions with airline stakeholders. Pre-airport

entry into a VQ will most likely begin with an airline. So far, only a handful of airlines
have participated in airport pilots, including AS and DL. Of those that have, all have
come back to say this is the way of the future. Understanding your key airline directives
will help you get started more quickly. Initial VQ systems impact the user’s mobile
device and the airport or airline websites. Since the systems will be driven by applications
that link the user to information (APIs), most of the costs are system and configuration
services. However, early deployments require airport staff to manage entry to the physical
queue; automation of this process will require technology solutions such as eGates
and biometrics, which increase airport infrastructure and system costs. Additionally,
a VQ solution improves its efficiency as queuing data are integrated; if your airport does
not have a queue management system, this too may be an additional cost item.
See the “Security” section of the journey for more information on VQ technology.
Baggage Divesting Solutions
Remote Bag Drop Baggage Pickup or Delivery
Some solutions allow passengers to check baggage before airport arrival. This includes using a
baggage delivery service or dropping off bags at remote bag-drop locations, allowing passengers
to streamline the check-in process or bypass the check-in lobby altogether.
Technology Readiness: Existing technology.
Barriers: While baggage delivery services are convenient, most require pick up as much
as 24 hours in advance for a fee.
Implementation Highlights: Passengers going to HKG can check their bags using the
In-Town Check-In Service at the Mass Transit Railway. Bags, Inc. allows passengers to
check luggage directly from the pier of their cruise ship, meaning they can travel to the
airport without the burden of baggage.
Getting Started: Baggage divestment before airport arrival is an option that can be
tailored based on passenger needs. For example, a remote bag drop at a nearby airport hotel
frequently used by passengers may be a good location to focus on initially. Remote bag
drop has also been used in locations such as cruise ports, resorts, and convention centers.
Biometric Technology
(Pre-Enrollment)
Airports and jurisdictional agencies have been considering and trialing several use cases
for biometric technologies to remove some of the physical and manual airport processes.
Biometrics can be obtained from a passenger’s face, eyes, or finger; however, the facial biometric
is most often used in the United States. Most of these technologies involve some level of pre-
airport enrollment from the passenger. The technology behind the facial biometric enrollment
captures an image of the passenger’s face, creates what is called a “digital identity” that is not an
actual image of the person, then destroys the initial image taken—all in a process that can take
only a handful of seconds.
This digital identity can be used throughout the passenger’s journey to automate several
manual processes to improve the customer experience and remove touchpoints. For example,
by scanning the facial biometric, a check-in kiosk could retrieve a passenger’s reservation, a coffee
shop could access the passenger’s payment method, and the airline could automatically board

a passenger without scanning a boarding pass. All of this supports a touchless experience, and
it would start at the pre-airport stage of passenger enrollment into the program.
However, it is important to note the following barriers to a fully seamless biometric airport
journey experience.
• First, since there is not yet a common industry-wide standard for creating and storing the
digital identity, solution providers in this space have created proprietary methods that do
not automatically align with each other. On the jurisdictional front, the CBP has estab-
lished its TVS as its means for biometric identity. Although the Transportation Security
Administration (TSA) and the CBP have discussed potential shared uses, no decisions
have been made. For other airport and airline implementations, solution providers each have
their own means of producing the biometric identity. This creates the potential challenge of
passengers needing to enroll in several similar programs to experience the full set of services
offered at an airport.
• Second, there are regulatory barriers related to privacy concerns at the federal level and in
many states. Some regulations were developed with conventional processes in mind that do
not necessarily align with biometric processes.
Though the aviation industry has several challenges to overcome, this guide presents potential
solutions that airports that are willing to lead can consider. The guide also mentions several pilot
programs that are currently seeking to identify solutions to common challenges.
Barriers: Detailed above.
Implementation Highlights: ATL, DL, and TSA (6) are currently running a facial
biometrics trial that allows an end-to-end digital identity experience for a touchless
experience at bag drop, security, and boarding. Passengers must have TSA PreCheck,
be a Delta SkyMiles member, check in online, and provide passport information before
heading to the airport. Other Implementation Highlights for later areas of the journey
are noted in corresponding sections of this guide.
Getting Started: An ePassport provides a means to use biometric processes without
additional pre-airport steps. Regardless of where an airport may have a priority con-
sideration for using biometrics (e.g., self-bag-drop, security, or boarding), it is recom-
mended to have a conversation with prospective solution providers and key stakeholders
to discuss the long-term potential of an end-to-end journey as well as how the means
of capturing the biometric identity will hinder or promote such a journey process.
Online Service Booking
Meeting Traveler with Disabilities Business

Club/Lounge Wheelchair Car Detailing
Space Registration Center
Online booking of these services can streamline the passenger’s experience at the airport. Some
services apply more to the airline, but some could also be provided by the airport. For example,
those who need wheelchair service and assistance from the entry to the aircraft can benefit by
booking this on the airline’s website. Airport operators can offer lanyards for travelers with dis-
abilities or who need additional assistance through online reservations and communications
through emails and phone calls to the airport. Recently, some airport operators have made food and
beverage, retail, and duty-free purchases available online or via a mobile app to allow passengers
to pick up items on the way to the gate or have items delivered to their gate upon arrival.

Barriers: Educating the public that these technologies are available.
Implementation Highlights: MLB has implemented sunflower lanyards that recognize

travelers who may have cognitive issues. PHX and SEA have implemented a similar
service. Airports such as MCO have a program that allows travelers who need assis-
tance to experience traveling in advance of their actual travel plans. Related to food and
beverage, HMSHost (7) is working with partners to enable passengers to order food
before they get to the airport.
Getting Started: Airports can initially target specific services and include reservation
alternatives through their website for passengers and/or their airport apps. Airports
need to review their existing websites to create links for easy access to reservation alter-
natives for these services.
Passenger-Assistance-Related Solutions
Website Chatbots Mobile Apps Social Media
These tools are great ways to share information on the touchless options an airport operator
can offer to its customers. For example, recently, airport operators and airlines have used social
media to broadcast new programs such as cleaning protocols, travel requirements, and real-time
construction and traffic information
Barriers: There are no general barriers to these solutions. However, regarding messaging,
it is important to say only what needs to be said to ensure that the message is communi-
cated to a diverse audience properly. One potential regulatory barrier relates to freedom
of speech through social media if the airport monitors comments and removes offensive
or inappropriate remarks.
Implementation Highlights: MSP and several other airports have used social media
to communicate changes in the terminal (including touchless options) and respond to
customer questions.
Getting Started: Airports should initially set up a system of monitoring websites,
apps, and social media to determine whether the information is being heard by the
traveler and if the message is clearly communicated. Airports have developed specialists
who review social media comments, respond, and create social media campaigns for
specific issues. Most airports have most of the technology in place. However, the
ongoing responsibility for monitoring specific communication technology sites must
be acknowledged, and the division held responsible for managing the comments and
ensuring the communication is effective.
Travel Health-Related Solutions
The IATA (8) offers the Travel Pass app to allow passengers to create a digital passport that
provides a digital version of verified COVID-19 test results and vaccine information. It allows
passengers to get information on where they can get tested and vaccinated and securely sends

the results to the airlines and border authorities, reducing the need to stand in long queues to
have paper documents verified by an agent. CBP’s Mobile Passport Control (MPC) (9) app
allows passengers to submit passport and customs declaration forms, which eliminates the
need for a paper form or the use of an Automated Passport Control (APC) kiosk.
Barriers: Rapidly evolving domestic and international regulatory requirements may

impact solution implementation.
Implementation Highlights: The IATA Travel Pass is being trialed by over 50 airlines
outside of the United States. MPC is in use at 30 airports with recent pilots at IAD, PHL,
and FLL (10) this year.
Getting Started: Since this topic is rapidly evolving, airport operators should monitor U.S.
and international initiatives aimed at streamlining travel and health checks. CBP’s MPC
is an app that was launched in 2014 and is available nationwide at international airports.
Honorable Mention Solutions

The following solutions may not be as valuable as those already mentioned, or they may
already be ubiquitous across the industry.
• Home-printed bag tags and electronic bag tags are great opportunities for passengers to
simplify the onsite check-in process. AS offers online self-tagging where the passengers can
print baggage tags from home. British Airways offers a reusable digital bag tag that allows
passengers to skip the lines at check-in.
• Baggage prepayment has become an expanded function of online check-in for most airlines,
allowing passengers to pay for checked baggage at the same time they check in online.
• Baggage wrapping services may be used to reduce the number of touches by others.
• Transportation network companies (TNCs), taxi, ground transportation, and rail services
allow passengers to prebook reservations from home. While the airports may not directly
implement these solutions, they may facilitate an on-airport interface by identifying pickup/
drop-off points, providing geofenced staging areas, or offering other tools to enhance the
passenger experience.
These solutions bring up an important best practice for airports to consider that apply to
any touchless initiative: collaborate with your stakeholders! Being 100 percent in step with the
options stakeholders are offering enables you to communicate these options to your customers.
Solutions that generally apply to all common areas located on the

airport campus.
This section includes solutions that can generally be found in multiple areas of the airport
journey (e.g., elevators and restrooms). Instead of repeatedly identifying them in each area, they
are described once here.

Elevator-Related Solutions
Homing Automatic Scheduling Remote Calling Touchless Buttons Foot Pedal Buttons
Since elevators require users to interact with physical buttons, some airports have implemented
solutions that reduce or eliminate required touchpoints. One way to do this is to alter the
elevator’s operating patterns through homing or automatic scheduling. Homing entails setting
some elevators to always return to a certain floor with the doors open so passengers do not have
to use the elevator call buttons. Automatic scheduling is programming an elevator to continu-
ously run from floor to floor on an automatic schedule. The other way to reduce touchpoints is
through alternative buttons such as remote calling, touchless buttons, or foot pedals. Remote
calling features use Bluetooth or a QR code to enable a passenger to view the elevator control
interface on their mobile phone. For QR code solutions, the code is placed above the elevator
buttons, and when scanned, it sends users to a website on which they can interact with the
elevator. Touchless buttons contain motion sensors to recognize when a user waves their hand
in front of the button (Figure 6).
Barriers: Some solutions may not be intuitive. Others require a personal device, which
not all users have.
Implementation Highlights: PIT (11) installed wave-to-call features for outside their
elevators with options for “wave for up” and “wave for down.” Inside the elevators were
options to wave for each floor; however, they did not remove the option to touch the
standard elevator buttons. YWG is considering the remote elevator feature calling not only
for the touchless benefits but also to aid travelers with disabilities. MSP implemented
the elevator homing approach. LHR has installed elevator button covers. These covers
are self-cleaning and use an antibacterial formula.
Getting Started: Airports can initially implement elevator homing or automatic
scheduling as a low-tech alternative. For any option, it is important to clearly commu-
nicate these changes through signage placed on doors, walls, and stanchions in elevator
waiting areas.
Figure 6. PIT wave-to-call touchless elevator buttons (photos by Pittsburgh International Airport).

Restroom-Related Solutions
Touchless Fixtures Increased Circulation Areas One-Way Airflow Restroom Use Monitoring
Restroom remodeling has long been on the roadmap for most airports. In addition to installing
touchless fixtures, toilets, and dispensers, airport operators have looked for ways to present a
cleaner environment. Recent efforts include enlarging the entryways to allow for physical dis-
tancing, improving air ventilation, and adding monolithic walls and floors (little-to-no seams)
that make areas easier to clean and more clearly reflect that they are clean. Others include larger
stalls with increased physical space as well as a “one way in, another way out” approach to
eliminate bottlenecks and reduce interactions among passengers.
Some airport operators have added sensors to monitor restroom usage and alert staff when
areas need to be cleaned as well as sensors that measure the levels in dispensers or trash cans.
Additional modifications include gesture control door handles and dynamic signage outside the
restroom to indicate occupancy levels.
Barriers: There may be challenges opening the architecture of older facilities to add
infrastructure.
Implementation Highlights: MSP increased the size of their entryways, improved air
ventilation, and added monolithic walls and floors to give a clean look. SEA and DFW
(12) have installed stall-use lights and digital screens at restroom entries that display
restroom availability. Flagship, an airport maintenance service provider, is beginning
to look at restroom throughput, stall indicator lights, and sensors for trash cans, paper
towel, tissue, and soap dispensers. MSP is using an improved ventilation approach,
so the air is not shared with air in the hallways. DFW (13) has added heating, ventila-
tion, and air conditioning (HVAC) system upgrades and UV technology to improve the
air quality within the facility. PIT installed sensors to count people using the restroom.
They are using artificial intelligence (AI) to look at the optimal cleaning schedules. YWG
is testing and considering an AI solution with video cameras to alert staff when a certain
number of people have gone into the restrooms. These tools, also being considered by
Flagship, can be used to build cleaning schedules based on actual facility usage instead
of simply the passage of time.
Getting Started: Most airports are minimally installing touchless faucets, soap dis-
pensers, paper towel dispensers, and hand dryers. If an airport is already planning for
a remodel or new facility construction, the more extensive options noted here become
much more feasible.
Enhanced Surface-Cleaning-Related Solutions
Escalator and People

Antimicrobial Cleaning Disinfectant Visible Cleaning
Mover Automatic
Coatings Accreditation Sprays Procedures
Cleaning
UV-C Pod for
UV-C Autonomous Other UV-C-Related
UV-C Footwear Sanitization Wheelchairs and
Cleaning Robots Solutions
Trolleys

Since there are still several surfaces that passengers and employees are required to touch
throughout the airport campus, cleaning standards have been enhanced, and several technolo-
gies have been introduced to mitigate the effects of required touchpoints. Cleaning protocols vary
greatly across airports, but all have the intention of reducing germs on high-touch surfaces. The
solutions noted here can have a large impact on the efficiency and effectiveness of an airport’s
cleaning efforts.
Barriers: Health guidance and regulations seem to be regularly evolving.
Implementation Highlights: LHR has added antimicrobial coatings across all key
passenger touchpoints including door handles, handrails, self-service check-in kiosks,
and bag-drop machines.
PHX (14) added seven UV-C light sterilizers to presecurity escalators’ handrails. The
sterilizers were placed out of sight underneath the escalators, so large signage was added
to let passengers know the escalators’ handrails were clean. The airport then put in plans
to add the sterilizers to all escalators. MSP has started using UV-C light for ventilation,
handrails, and bin return. TSA in LAS (15) is testing an integrated UV-C sanitization for
the bins as they pass through an automated bin return system. GRR (16) tested several
UV-C light use cases including pods to sanitize wheelchairs and baggage trolleys, foot-
wear sanitization stations, and a personal item chamber.
EWR added a self-service bin cleaning station at security so passengers could clean bins
themselves. The cleaning station included hand sanitizer, wipes, and a trash can.
GRR was one of the first airports to test the UV-C robot in baggage claim and the security
checkpoint. Although it could disinfect a room without chemicals, they did not implement
the technology beyond the pilot. EYW deployed their autonomous robot, R-Two-Key-
Two, to clean the interior of the airport. EWR considered using autonomous robots but
did not move forward with them due to cost. Instead of implementing newer technologies,
YWG chose to shift their cleaning to be more visible to the passengers.
GRR, SEA, and EWR received the GBAC STAR facility accreditation. Flagship helped
seven of their airports go through GBAC STAR facility accreditation. DL started
Adenosine Triphosphate (ATP) testing and has a global cleanliness team. Over 400 air-
ports have received the ACI Airport Health Accreditation for health and safety, such as
MSP, YWG, EWR, SEA, and PHX.
Getting Started: Minimally, airports should seek to increase the frequency and vis-
ibility of existing cleaning procedures. Several airports have formalized their cleaning
procedures and achieved accreditation to reassure passengers.
Passenger-Assistance-Related Solutions
Augmented Reality Wayfinding

Ambassadors Social Media Virtual Ambassadors
Wayfinding Beacons
These solutions help passengers navigate the airport, get real-time assistance, or provide
feedback without having direct contact with an agent or staff member. See Appendix A for more
information regarding how to assist travelers with disabilities at your airport.

Barriers: It is necessary to inform the public that these technologies are available.
Passengers may be hesitant to use virtual information booths if they think they are
bothering the assistant with a trivial question.
Implementation Highlights: SDF (17) opened a virtual information booth that allows
passengers to connect to a live video feed of a volunteer airport ambassador (Figure 7).
The staff member is onsite but located in another place in the airport to reduce direct
interaction with the user. LAX (18) launched a pilot program in Terminal 2 that
provided users access to a guest experience member via a touch-free tablet with
a two-way video feed. DEN and BWI (19) also have virtual information desks. UA
passengers at ORD and IAH (20) can scan a QR code to launch a virtual agent for
real-time assistance over their mobile devices. RDU uses a guest experience team to
help communicate changes or provide help in the terminal. They are working on a
program that would include screens located throughout the airport similar to the
other airports noted.
HKG and MIA (21) use their beacon-enabled apps to provide interactive navigation
maps or trigger location-relevant messages. SFO (22) has a beacon-enabled app that also
uses Apple’s voiceover technology to give voice-based directions in real time.
LGW (23) and ZRH (24) have released wayfinding using an augmented reality view on
a passenger’s mobile device.
Getting Started: Passenger assistance solutions should start by identifying the most
common needs and periodically emerging needs (such as those associated with trav-
eling during a pandemic) of the passengers. Initial solutions can be low tech and prog-
ressively developed into touchless and seamless solutions. MSP uses volunteers
to help share information and direct passengers to less-congested areas or shorter
lines. TSA (25) launched “@AskTSA” on Twitter and Facebook Messenger to help
passengers locate lost items and ask about prohibited items or screening policies in
real time.
Figure 7. SDF Virtual Information Booth (photo by Louisville Muhammad Ali International Airport).

Smart Building Systems
Lighting Ventilation Heating and Cooling
The use of smart building systems can regulate various components, including lighting and
ventilation, without users needing to continually interact with controls. Lighting is controlled
based on occupancy and outdoor natural light levels; ventilation is driven by CO2 sensors
and outdoor temperature to modulate indoor air requirements. While the adaptive nature of
smart controls reduces touchpoints, the main drivers for these systems are energy efficiency,
cost reductions, emissions reductions, and passenger comfort.
Barriers: Complexity of the spaces and passenger flows may be complicating factors.
Implementation Highlights: SEA implemented touchless lights in conference rooms

and have daylight sensors control the lights in the terminal. Flagship is looking to add
indoor air quality sensors.
Getting Started: This solution provides opportunities to improve energy efficiency
and should therefore be reviewed as part of a holistic approach to building design and
operations. Some standalone initiatives for specific rooms or areas could initially be
deployed locally.
Signage
The onset of the pandemic drastically changed airport processes and how passengers and
employees move through the airport campus. Signage has played a critical role in helping to
communicate closures within the building, new processes, or room capacity. See Appendix B
for more detail regarding the signage strategy at airports.
Barriers: Static signage is easy and cost-effective to implement, but it takes effort and
additional cost to reprint and hang static signage when conditions change. Dynamic
signage makes it easier to implement real-time changes; however, there are additional
upfront infrastructure costs and optional ongoing content costs.
Implementation Highlights: MCO (26) combined digital signage with crowd moni-
toring technology to provide a visual indicator of the current capacity of holdrooms
(see Figure 8). Passengers can choose a less crowded place to sit based on the visual
guidance. PIT changed digital signage by the trains to let passengers know when the
next train is coming. Knowing that a train is coming shortly after the current train
enables passengers to make the decision that they do not need to pack onto the current
train. MSP used dynamic signage to communicate security wait times to help passen-
gers choose the least congested checkpoint. PIT and SEA used light and humorous
signage with a local-centric feel and flavor to communicate their messaging regarding
new processes.

Getting Started: Airports can add static signage on the floors, walls, and overhead. As
signage is used in all areas of the airport, consider developing a signage plan to help identify
priority areas and to establish a means of considering new signage points. However,
be aware of and plan for any permanent impacts of signage installations to surfaces.
Figure 8. MCO Airport: Synect’s Evenflow Crowd Radar and ReadySeeGo (photos by Synect).
Queue Management Systems
Behind the scenes, queue management systems allow airport operators to analyze their queue
levels and view real-time data. These solutions allow for advanced data analysis that can be used
to make changes in staffing levels, queue layouts, and airport schedules to reduce queue peaks.
Additional features allow for real-time and predictive wait time metrics that can be shared with
passengers via a website, an app, or dynamic signage. At the height of a pandemic, it is important to
ensure the traveling public is maintaining a safe distance and areas are not overly populated. Queue
management systems provide airport operators with the capabilities to manage crowd density,
monitor social distancing metrics, and apply business rules to help with mask detection (as needed).
Barriers: Queue management systems need cameras or sensors to capture the queue.
The height of the ceiling in an area can often pose issues with the viewing angle or dis-
tance. In addition, there may be some difficulty configuring areas in the software if the
queue lanes change often.
Implementation Highlights: GRR has a queue management system that can report
the number of passengers in the queuing areas and measure the distance between
passengers. They were able to use this data to better manage their queue lines, inform
TSA of times when they should staff up, and inform airlines coming in of the more
crowded times. MSP uses analytics to see where they can monitor and improve utiliza-
tion to enhance the experience. They noted business intelligence and the ability to look
ahead at flight schedules and passenger flows, ticket counters, and checkpoints. MIA
(27) uses motion analytics technology to measure the distance between passengers
and gather data about passenger movements while in the queue. SEA is in the process
of integrating their queue management system with the new virtual queuing system.
Getting Started: Advertising waiting times based on manual time keeping or assessing
the time between a boarding pass scan at the beginning and the end of the queue can be
an initial solution for those unable to implement a full system.


The following solutions may not be as valuable as those already mentioned, or they may
already be ubiquitous across the industry.
• Personal hygiene and health-related solutions: In response to the pandemic, most airports
began to add personal hygiene and health-related solutions around the terminal. For example,
EWR added plexiglass across all concessions, check-in, and gate podiums to minimize the
direct interaction between passengers and staff. In place of other solutions such as UV light
or antimicrobial coatings, PIT positioned hand sanitizer stations on both sides of doors and
near anywhere there would be food handling. In addition, they placed automatic hand wash-
ing stations outside the train (see Figure 9).
• Touchless water bottle filling stations: Water bottle filling stations support the importance
of drinking water during air travel and promote sustainable behaviors. Touchless stations use
sensor technology that is identical to that of water faucets used in restrooms and allows users
to refill their bottles without touching the drinking fountain. These stations were especially
important during the beginning of the pandemic when most drinking fountains were turned
off for safety. Airports such as SDF, SFO, and MKE offer touchless water bottle filling stations.
• Feedback devices: Capturing passenger feedback within the terminal is a critical piece of
assessing operational efficiency and customer satisfaction. ATL (28) trialed touchless feed-
back devices that allow the passenger to give a thumbs up or thumbs down gesture instead of
pushing a button on a device. Other solutions employ a QR code that sends a user to a website
on their mobile phone to give feedback.
Figure 9. PIT automatic hand washing station (photo by Pittsburgh International Airport).
Solutions that specifically apply to parking garages and lots, entry

roadways, intermodal facilities, curbside, or other related areas.
Every airport has a unique series of roadways, parking areas, and intermodal facilities. The
airport’s parking and arrival and exit areas involve a transportation mode transfer, often from a
private car. The focus in this area of the journey is on minimizing touchpoints and interactions

with people to complete the intermodal transfer, whether through a prebooked car parking
reservation and payment or prebooked public or private transit options. The following solutions
can help make these areas more touchless.
Parking Reservation Systems
These systems enable users who have prebooked a parking reservation to present a QR code
to gain entrance to a parking facility. Users are later able to exit the facility by scanning the
same QR code, which allows them to bypass the payment kiosk or cashier. An emerging trend
is combining the parking reservation system with license plate recognition (LPR) technology.
This allows users to skip scanning a QR code upon exit. See the later section regarding LPR for
more detail.
Barriers: Clear guidance for exception management is required in the case of a lost or
unreadable QR code.
Implementation Highlights: MSP implemented this system to lower the number of
parking kiosk touches and agent interactions. PHX and SDF began implementing
the parking reservation system before COVID-19 to simplify operations in the parking
facility, but during the initial months of the pandemic, they recognized many of these
simplified operations were touchless enhancements; now, all facilities are included in the
reservation system. Airports such as RDU, PIT, SFO, and SEA have also implemented
these systems.
Getting Started: A first step is to have a conversation with your parking management
firm and identify quick wins that could enable passengers to prepay parking and get a
confirmation/code that provides seamless access once at the airport.
Parking Entry and Exit Kiosks
Many airports have already implemented ticket kiosks at the parking facility entrance and
payment kiosks at the exit, which eliminate the need for passengers to interact with a cashier.
unreadable ticket.
Implementation Highlights: GTR recently implemented this approach, noting that,
in addition to the touchless benefits, they were also able to recover revenue.
Getting Started: A first step is to discuss with your parking management firm any
quick wins that could enable passengers to pay for parking without seeing the staff.
Parking Pay-on-Foot Kiosks
Parking pay-on-foot kiosks allow customers to stop at a kiosk and pay for their parking fees
before approaching the exit. Although many of these kiosks do not offer touchless or contactless
payments yet, they do reduce interactions with the cashiers.
unreadable ticket.

Implementation Highlights: Airports such as SFO, RNO, SMF, ATL, SEA, and TUS
have implemented parking pay-on-foot kiosks. RDU customers have the option of
contactless payments using their smart phone and watches.
Getting Started: A first step is to discuss with your parking management firm any
quick wins that could enable passengers to pay for parking without seeing staff, such as
through payment at a kiosk before exiting.
License Plate Recognition
LPR technology can be used to capture the customer’s license plate on arrival and connect it
to their reservation or parking ticket. Then, upon exit, LPR technology reads the plate, retrieves
the customer record, and either (a) displays the fee total on the screen without requiring inter-
action or (b) automatically opens the exit gate (for users who have already provided payment
information). Optionally, users can find their cars using a kiosk that uses LPR technology within
the parking facility. This eliminates the need to call an attendant to help locate lost vehicles.
Barriers: Privacy and consumer protection regulations may be applicable. License plate
covers or bad lighting may prevent the system from getting a good read.
Implementation Highlights: RDU (29) has implemented LPR that automatically
displays the fee for those who need to make payment and opens the exit gate for
those who used the parking reservation system. SLC (30) is using LPR to offer find-
your-car functionality as an extension of the parking guidance system. Other uses for
LPR include ATL (31) using LPR for inventory and audit purposes, and DFW (32)
utilizing LPR to help prevent fraud. YWG is considering a pay-by-plate technology.
Getting Started: Airports will likely already have parking solutions implemented and
should therefore reach out to their parking management provider to identify whether
they have LPR functionality.
Virtual/Digital Queue Solutions
VQ solutions can be used to turn any physical queue into a digital queue. In this portion of
the journey, QR codes can be posted in the parking facility to allow passengers to scan and join
a VQ in real time as they head to the airport terminal. Another way for passengers to join the
queue can be done through the integration of applications such as TNCs and parking systems
with the VQ system.
A variation of the VQ is available for taxi drivers that allows drivers to join a digital queue
without being in a physical queue. Very similar to the functionality provided for TNCs, this
functionality alerts drivers when it is time to return to the airport for a pickup. This can reduce
the need for taxi drivers to interact with a parking attendant, as well as reduce congestion in the
staging area.
Barriers: It is necessary to educate the public that this technology is available to reserve
a spot in the taxi queue before arriving at the airport terminal.
Implementation Highlights: MSP deployed “eDispatch” in 2019 to allow drivers to
join a VQ from their smartphones. PANYNJ is currently deploying a virtual dispatch

system that eliminates the need for large holding areas at JFK, LGA, and EWR. SFO
(33) utilizes the “TaxiQ” phone application which allows drivers head of the line queue
privileges after a short trip.
Getting Started: As with the indoor VQ solution, airport operators could have drivers
join the queue using a QR code located in specific portions of the airport.
Remote Baggage Drop
Remote baggage drop allows passengers to check baggage before they arrive at the main
airport terminal. In this step of the journey, remote bag-drop locations allow passengers to
streamline their check-in process or bypass the check-in lobby altogether.
Barriers: There are regulatory requirements for bag acceptance, bonding, and screening.
Implementation Highlights: TPA (34) allows passengers to check their bags at the
rental car center so they can skip the queues at the main terminal. Airports such as
BOS (35), LAS, SFO, and PHX have also implemented remote bag drop.
Getting Started: This solution should be reviewed as part of a broader assessment of
check-in demand and capacity to highlight locations in car parking and drop-off areas
that would specifically benefit from a bag drop-off facility.
Self-Service Kiosks
Mobile Screen Control Key Fobs Hover Screen Control
Self-service kiosks allow users to complete functions without the direct assistance of an
employee or agent. In this portion of the journey, self-service check-in kiosks can be used to
allow passengers to check-in for their flight, purchase seat upgrades, change seat assignments,
and print baggage tags (see the “Landside” section for additional technology details). These
kiosks are typically located in the main airport terminal; however, many airports have kiosks
located in the rental car center, parking garage, or other remote locations.
Barriers: Regulatory requirements related to identity checks, bag tag activation, and
travel health checks may impact kiosk features or subsequent processes.
Implementation Highlights: MCO has kiosks located in their intermodal facility to
help passengers prepare for their journey before arriving at the main terminal.
Getting Started: This solution should be reviewed as part of a broader assessment of
check-in demand and capacity to highlight locations in car parking and drop-off areas
that would specifically benefit from the deployment of check-in kiosks. Also, consider any
potential issues in placing these kiosks outdoors in the humidity and exposure to rain.
Automated Car Park Systems
Airport operators are testing several applications of automated car park systems for passenger
vehicles and rental car fleets. The potential of this solution is growing as AI and automation are
enhanced.

Barriers: Barriers exist in the areas of cost-benefit, technology readiness, and buy-in
from users.
Implementation Highlights: Airports such as CDG, LYS, LGW (36), and DUS (37)
are using automated car valets that use autonomous robot valets to park cars. STR (38)
is testing another variation of the automated car park system that will allow drivers to
use their smartphone to tell their car where to park.
Getting Started: These systems are complex and costly. Airports should initially identify
a specific application and location where such a system would solve operational issues
or maximize the use of a constrained area.
See the “On-Airport” section of this guide for additional solutions that may apply to this area,
depending on the specifics of your airport.
Solutions that specifically apply to the check-in lobby, landside

concessions and shopping areas, and baggage claim.
Landside relates to all processes, touchpoints, and discretionary actions that a passenger
and staff can undertake prior to security screening or after arriving on a flight and clearing
relevant border processes if applicable. The following solutions apply specifically to this area of
the journey.
Autonomous Wheelchairs
Autonomous wheelchairs help those with reduced mobility get through the airport without
close contact with an attendant and without the wait for an available attendant. These wheel-
chairs have anti-collision capabilities using sensor technology and automatic brakes as they
navigate through the building. After delivering passengers to their destination, the wheelchair
drives itself back to the docking station.
Technology Readiness: Emerging technology.
Barriers: Regulations around automation evolve as trials are pursued. There are also
navigation issues in crowded concourses and multilevel facilities.
Implementation Highlights: YWG has piloted autonomous wheelchairs in the parking
lot, at the curb, and at the check-in counter. Other pilots include TPA (39), DFW (40),
JFK (41), HND (42), and AUH (43).
Getting Started: Existing wheelchair operations should be reviewed to identify appli-
cations or locations where the implementation of an autonomous wheelchair could be
considered.

Self-Service Kiosks
Mobile Screen Control Key Fobs Hover Screen Control
Self-service kiosks allow users to complete functions without the direct assistance of an employee
or agent. In this portion of the journey, self-service kiosks can allow passengers to check-in for their
flight, purchase seat upgrades, change seat assignments, and print baggage tags. In response to the
pandemic, several solutions have emerged to reduce passenger interaction with the kiosk, including
hover technology or mobile control using either Bluetooth or a QR code. Separate from check-in
kiosks, quick bag tag printing kiosks provide another option to quickly print bag tags.
Barriers: Regulatory requirements related to identity checks, bag tag activation, and
travel health checks may impact kiosk features or subsequent processes. Passenger
adoption varied greatly across airports.
Implementation Highlights: PIT check-in kiosks display a QR code that passengers can
scan to (a) select options on the screen or (b) drive a mouse pointer. MSP is exploring the
touchless kiosk solution, which utilizes a QR code and allows the passenger to complete
all transactions on their phone. EWR is looking into using the mobile phone as a mouse
on the kiosk. RDU is exploring adding touchless capabilities on their kiosks directly using
the airline apps. SEA piloted a “happyhover” overlay on the kiosk that allows the passenger
to select options available at the kiosks without direct touch; however, they noted that
passenger adoption was low. Similarly, HKG added proximity sensors for check-in kiosks
that allowed passengers to interact with the screen by hovering over it without touching it.
Getting Started: Airports can provide low-cost key fob or stylus tools to give passengers
the option to touch the screen with a separate object. Another obvious solution is to
place hand sanitizer stations near the kiosk. Additional options and features should
be reviewed with manufacturers and should focus on solutions that can easily be
implemented and adopted by passengers.
Self-Service Bag Drop
Self-service bag-drop systems allow passengers to induct baggage into the baggage handling
system without direct interaction with an agent. These units perform the following functions:
(a) verify the passenger’s identity, (b) print the bag tag(s), (c) measure and weigh the bag,
(d) optionally accept payment for extra or overweight baggage, and (e) accept the bag into the
baggage handling system. Recent pilot projects have incorporated the use of facial biometrics
and the TSA’s database to verify the passenger’s identity to make it a touchless, seamless expe-
rience. Self-service bag-drop systems can be installed in a one-step (all passenger functions at
the unit) or two-step (check-in and bag tagging at a self-service kiosk first) fashion, depending
on airport and airline preferences.
Barriers: There are barriers in regulatory requirements around baggage acceptance and
use of biometrics as well as the need for user buy-in.
Implementation Highlights: ATL (44) features a biometric, touchless, end-to-end
experience that starts in a dedicated space called the Delta-TSA PreCheck Express Lobby
and Bag Drop (see Figure 10). Passengers who check in on the Delta mobile app and who

are members of Delta’s SkyMiles program and TSA PreCheck can use their face to com-
plete the self-service bag-drop process. Other airports with self-service bag-drop units
include DEN (45), HKG (46), LGA (47), LHR (48), ORD (49), LAS (50), HND (51), and
SIN (52). Previous self-bag-drop pilots have been completed at MSP (53) and LAX (54).
Getting Started: Bag-drop units should be assessed as part of a broader check-in
strategy. Some models can be retrofitted into existing counters to minimize infrastruc-
ture requirements.
Figure 10. ATL self-service bag drop (photos by Delta Air Lines).
Virtual/Digital Queue
Solutions
VQ solutions can be used to turn any physical queue into a digital queue. In this landside portion
of the journey, QR codes can be posted around the terminal to allow passengers to scan and
join any VQ that the airport is offering. Although the recent VQ uses in airports have focused on
security, it could be very beneficial to use VQ for landside queues such as those in the check-in hall.
Barriers: It is necessary to inform the public that this technology is available. VQ tech-
nology is not new; however, its usage in airports is new. Currently, the total cost of this
solution is still unknown.
Implementation Highlights: Passengers who wanted to use the VQ pilot in BOS
scanned QR codes located near the airport entrance. In addition to online reservations,
passengers can scan onsite QR codes to join the VQ in real time at SEA and LAX.
Getting Started: Alternate methods to join the VQ include providing onsite kiosks or
posting a phone number so users can text to join the queue.
Biometric technology solutions can be added to self-service kiosks and self-bag-drop units to
automate identity verification during the passenger journey. Biometrics can be obtained from a
passenger’s face, eyes, or finger; however, the facial biometric is most often used in the United
States. In this portion of the journey, if the passenger has not yet enrolled their biometrics
into the program, the passenger would do so before their biometrics could be validated. More
recently, biometrics are also being discussed as an addition to VQ solutions.

Technology Readiness: Existing and emerging technology
Barriers: There are barriers in privacy regulations, the need for user buy-in, and a seam-
less opt-in process. See the “Pre-Airport” section of this guide for more detail.
Implementation Highlights: HKG currently has facial recognition enrollment at the
check-in kiosks, which is stored as the passenger “single token.” The IATA One ID uses
your face as your identity, looking at biometrics to remove the need to stop at every
point to show documents. IATA is trying to design how this technology will be used
to improve the passenger process, not only for airline touchpoints but also for border
patrol and security. DL has launched the first fully biometric terminal, which offers a
curb-to-gate biometric experience for international customers. SFO (55) is trialing a
biometric-enabled airport experience in which passengers link their driver’s license
to their facial biometric at check-in. The passenger then scans their face to complete
check-in, bag drop, and boarding.
Getting Started: The use of biometrics should be assessed across the entire passenger
journey. Standalone applications using the ePassport may initially be easier to imple-
ment as its use does not require pre-enrollment.
Automated Access Systems
Electronic gates (eGates) are automated barriers that allow passengers to manually scan a
boarding pass or undergo biometric verification to gain access to another area (see the “Security”
section for additional technology details.) eGates have typically been utilized at boarding gates
in the United States and are beginning to see wider adoption in other portions of the airport.
Barriers: Gates must demonstrate an equivalent level of compliance to a manual check.
Implementation Highlights: TPA (56) recently added eGates to ensure passengers

board the correct shuttle to the airside (see Figure 11). Passengers scan their boarding
pass; the system checks to make sure they are going to the correct airside, then they are
granted access to board the shuttle.
Getting Started: Regulatory requirements should be reviewed in detail to ensure the
eGates specifications meet the required outcome.
Figure 11. TPA eGates (photos by EASIER).


Honorable mention should be made for the following solutions in this area of the journey:
• Spirit Airlines’ virtual assistance implementation of the baggage service office: Instead of
staffing agents in a small baggage service office, Spirit has added QR codes on signage and
allowed passengers to interact with virtual agents to make a claim for lost baggage.
• Retail, food and beverage purchase, and delivery options should also be considered for this
portion of the journey (see the “Airside” section for additional technology details).
• Access control systems help secure sensitive areas of the airport from the traveling public
(see the “Back of House” section for additional technology details).
Solutions that apply to staff-specific areas such as baggage

processing and airport management offices.
Back of house is a staff-specific environment with workplace measures like those available to
passengers to minimize touchpoints.
Access Control Systems
Access control systems help secure sensitive areas of the airport from the traveling public.
These systems traditionally allow access using a badge, pin code, or both. Conventional access
control is being improved by enhanced biometric features for a more touchless experience.
Barriers: Access control to sterile or restricted areas is regulated. The solution must
meet regulatory requirements. There are also privacy regulations around biometrics.
Implementation Highlights: All airports deploy access control systems. Interviews did
not draw out specific insights on how these airports are moving to touchless opera-
tions. Some solution providers offer technology that marries video sensors with an AI
algorithm to quickly recognize the face before a user approaches a door. The Canadian
Air Transport Security Authority (57) uses Restricted Area Identity Cards with dual
biometric access control (iris and fingerprint).
Getting Started: Access control is driven by regulations applicable to the airport and
must be minimally met.
Honorable Mention Solution

Honorable mention should be made for checked baggage screening systems, specifically com-
puterized axial tomography (CT) x-ray baggage screening systems that provide 3D images that
can be rotated on three axes for a complete image analysis. The unit analyzes the 3D images using

sophisticated algorithms that can detect explosives, weapons, and other prohibited items in checked
baggage. The CT scanners reduce the need for baggage to be manually checked by a TSA agent.
See the “On-Airport” section of this guide for additional solutions that may apply to this
area, depending on the specifics of your airport. Examples for back of house include restrooms,
elevators, surface cleaning, automated water bottle filling stations, and smart building systems.
Solutions that specifically apply to the security screening areas

managed by the Transportation Security Administration.
The security screening process is historically a manual process with several steps of staff inter-
action. Increasingly, technology and process enhancements are enabling reduced touchpoints
and interactions.
Virtual/Digital Queue
Solutions
VQ solutions can be used to turn any physical queue into a digital queue. Users can join the
queue before arriving or once they have arrived at the airport terminal (see the “Pre-Airport”
and “Landside” sections). In this area of the journey, passengers present their QR code to enter
the screening area at their designated time. This allows for an expedited process and reduces the
amount of time the passenger stands in the physical queue. A VQ can improve the customer
experience, help reduce congestion, and ultimately be used to assist with load distribution during
busy periods. VQ can also indirectly increase revenue by giving passengers more time to shop
as well as reduce their level of stress.
Barriers: There is a complexity of process to getting through security when it is a

passenger’s turn. There also need to be sufficient presecurity dwell areas.
Implementation Highlights: SEA (58) has had great success with the Spot Saver VQ
and moved it from pilot to full deployment in September 2021 (see Figure 12). Sixty-
three percent of surveyed passengers using SEA Spot Saver said they were able to relax
or purchase something because they were not standing in line. BOS and LAX (59) are
additional trial locations. Based on conversations with BOS and SEA, the pilots in 2021
showed great opportunity for VQ to flatten or reduce key peaks at screening checkpoints,
encouraging infrequent or nervous travelers who would usually arrive 3 to 4 hours
early—increasing congestion at the busiest hours—to feel more comfortable having
a reservation and allowing the airport to suggest the time they arrive.
Health-conscious passengers who opted into the VerfiFLY VQ pilot in DEN (60) accessed
a separate screening lane and limited-capacity tram to travel to their gate. PIT is work-
ing on a mobile platform that would include digital queuing technology. Although it
is currently on hold due to the pandemic, YUL (61) was the first airport to offer VQ
functionality, called SecurXpress, to passengers in 2014.

Getting Started: VQ solutions at the checkpoint involved the airport, airline, and TSA.
To get started, discuss the options and desires of your stakeholders. To save money,
use staff to assist with the VQ-to-physical queue entry instead of fully automated
eGates. According to VQ pilot program participants, gathering a baseline of the airport
operator’s and TSA’s current passenger wait times, queue lengths, and other key metrics
is very helpful. An assessment will be needed to understand how many passengers per
time or slot can be managed in the VQ without significant impacts on general screen-
ing queues.
Figure 12. SEA Spot Saver (photos courtesy of Port of Seattle/Seattle-Tacoma International Airport).
TSA Credential Authentication

Technology
Credential Authentication Technology (CAT) verifies identification documents (driver’s
license or passport) presented at the TSA security checkpoint. The CAT machine is linked
electronically to TSA’s Secure Flight database. This confirms travelers’ flight details, ensuring
they are ticketed for travel that day. CAT also displays any eligible prescreening status such
as TSA PreCheck. These machines eliminate the need for passengers to hand a boarding pass
to a TSA agent. In many cases, the CAT machine is turned to face the passenger so they can
directly insert their driver’s license, eliminating the need for the agent to handle the document.
A recent enhancement pairs the CAT with a camera to validate that the identity presented to
the CAT machine matches the person by capturing a live facial image, providing a biometric
one-to-one match.
Barriers: Barriers may include ID check regulations as well as the additional infrastruc-
ture that is needed at the podium location.
Implementation Highlights: CAT (62) is now implemented at over 120 U.S. airports
including GRR, MSP, PIT, RDU, SDF, and SEA. Biometric one-to-one matching with
CAT has been trialed at LAS (63) in 2019 and more recently at DCA (64).
Getting Started: Airport operators should begin talks with the TSA or join TSA’s
Innovation Task Force (see https://www.tsa.gov/itf for more information) to receive
new features more quickly.

Baggage Screening Systems
Like the larger CT x-ray baggage screening systems, smaller versions of the CT are used at the
TSA checkpoint to screen carry-on baggage. The systems provide 3D images that can be rotated
on three axes for complete image analysis. The unit analyzes the 3D images using algorithms
that can detect explosives, weapons, and other prohibited items in carry-on baggage. These CT
systems allow passengers to keep laptops and electronics in bags, which reduces the direct
handling by the TSA agent and expedites the screening process.
Barriers: Preboard screening is regulated. The solution must meet regulatory

requirements.
Implementation Highlights: Over 130 airports have implemented CT systems at pas-
senger security checkpoints, including BOS, BWI, CVG, HOU, IAD, IND, JFK, LAS,
LAX, MIA, OAK, ORD, PHL, PHX, SAN, and STL.
Getting Started: Airport operators should begin talks with the TSA or join the Inno-
vation Task Force to receive new features more quickly. Also, be aware of the space
requirements of newer technology and reference the TSA Checkpoint Requirements
and Planning Guide for details on the larger CT machines and the future Checkpoint
Property Screening System.
Electronic gates (eGates) are automated barriers that allow passengers to manually scan a
boarding pass or undergo biometric verification to gain access to another area. In this portion of
the journey, eGates can be used to verify identity and ensure the passenger is eligible to fly, and
they can be deployed using a one-step or two-step process. Currently, this is primarily available
for international travel. In the one-step process, the biometric is captured and identity is verified
by the TSA or CBP, and the passenger is checked using the airline’s departure control system
(DCS) and allowed to pass. In the two-step process, the biometric is captured and identity is
verified by the TSA or CBP. The passenger then scans the boarding pass, is checked using the
airline’s DCS, and allowed to pass.
Technology Readiness: Emerging technology.
Barriers: eGates need to demonstrate an equivalent level of compliance to a manual

check.
Implementation Highlights: HKG implemented biometric eGates at the security
checkpoint in 2018. Passengers can validate their facial biometrics compared to a pre-
viously created “single token” to gain entry. Alternatively, passengers can have their
picture taken to capture their facial biometrics to create a single token at that time and
gain entry. TSA at DTW, in cooperation with CBP and DL (65), began a round of testing
facial comparison. This used the CBP’s TVS to enhance passenger identity verification at
the TSA checkpoint. Participation in the pilot is limited to SkyMiles passengers who use
Delta’s mobile app check-in process and who participate in the Trusted Travelers pro-
gram. A similar pilot started in ATL (66) in October 2021 and features facial biometric
checks at check-in, security, and boarding. NRT and HND (67) use facial recognition
to allow international travelers to check baggage and pass security without showing
passports or tickets. Passengers at YEG (68) and BRS scan their boarding pass for entry.

Getting Started: Some implementations are achieved with a camera mounted on a

pole. Though it does not include a physical gate, it can be an effective way to verify
passengers.
Honorable Mention Solution

Honorable mention should be made for Enhanced Advanced Imaging Technology (eAIT),
which screens passengers for prohibited items such as weapons and explosives without physical
contact with a TSA agent. The open design body scanner does not produce an x-ray image
but has updated algorithms that can detect prohibited items under the passengers’ clothing.
This reduces the passengers’ interactions with agents and expedites the screening process.
DEN (69) was the first U.S. airport to operate eAIT. LAS (70) utilizes eAIT at their Innovation
Checkpoint.
Solutions that specifically apply to the immigration and passport

control area managed by U.S. Customs and Border Protection.
The immigration control process is increasingly becoming touchless with travel checks
occurring upstream using biometrics to confirm identity. The following solutions apply to
this area.
In this portion of the journey, eGates can be used to verify identity using different applications
of biometrics including ePassports, single token, or digital identity.
Barriers: Baseline requirements are driven by regulations, regardless of the technology

used.
Implementation Highlights: SIN (71) utilizes a single token biometrics process to
compare the passenger’s passport information and fingerprint biometrics. Passengers
in YWG and YYZ (72) provide a facial biometric that is compared to the information
on their scanned NEXUS card. Passengers from the United States can now provide facial
biometrics and scan their passport to gain entry at 13 airports in the UK including LGW,
LHR, and MAN (73).
Getting Started: Some implementations are achieved with a camera mounted on a
pole. Though it does not include a physical gate, it can be an effective way to verify
passengers.

Self-Service Kiosks
Self-service kiosks allow users to complete functions without the direct assistance of an
employee or agent. During this portion of the journey, passengers can use Global Entry self-
service kiosks, which allow eligible passengers to scan their passport, submit fingerprints
or facial biometrics, and complete their customs declaration. Although these kiosks are not
completely touchless, they do reduce the amount of direct exposure to CBP agents.
Barriers: Passengers may be reluctant to have their fingerprint or picture taken and
decide to bypass this self-service option. Airports with spatial constraints may not be
able to accommodate the kiosks and queues.
Implementation Highlights: Global Entry (74) kiosks can be found in over 70 inter-
national airports including MSP, EWR, PIT, RDU, SEA, LAX, and YWG.
Getting Started: Airports can provide low-cost, no-touch stylus tools to reduce touch-
points. Additional options and features should be reviewed with the manufacturer but
should focus on solutions that can easily be implemented and adopted by passengers.
Biometric technology solutions can be used to automate identity verification during the
passenger journey. Biometrics can be obtained from a passenger’s face, eyes, or finger; however,
the facial biometric is most often used in the United States. In this portion of the journey, the
passenger can use their biometrics to utilize CBP’s Simplified Arrival upon entry from inter-
national travel. This allows arriving passengers to submit their facial biometrics for identity
validation. If matched to an existing passport or visa photo, the passenger can bypass the tradi-
tional manual document processing.
Barriers: In this portion of the journey, barriers include not having a photo available to
compare to the in-person photo as well as privacy regulations, the need for user buy-in,
and a seamless opt-in or opt-out process.
Implementation Highlights: Simplified Arrival is deployed in LAX (75), MIA (76),
TPA (77), CLT (78), and KCI (79).
Getting Started: The use of biometrics should be assessed across the entire passenger
journey. Standalone immigration applications using the ePassport may initially be easier
to implement as its use does not require pre-enrollment.

• APC kiosks allow arriving passengers to expedite the customs entry process. These kiosks
are currently being replaced with the biometric-enabled CBP Simplified Arrival process
(see the immediately previous “Biometric Technology” solution in this section for addi-
tional technical details).
• Retail, food and beverage purchase, and delivery options should also be considered for
this portion of the journey (see the “Airside” section for additional technology details).
• VQ may be an additional technology utilized in this area to reduce congestion and improve
the customer experience (see the “Security” section for additional technology details).

Solutions that specifically apply to areas such as holdrooms, airside concessions

and shopping, and other amenities.
Airside relates to all processes or touchpoints that passengers and staff members encounter
after completing security screening or before completing border clearing processes upon arrival
on a flight. The following solutions apply to this area.
In this portion of the journey, eGates can be used to verify passenger identity and allow
access to the boarding bridge. See the description provided in the “Security” section of the
journey for more information on this technology.
Barriers: Baseline requirements are driven by regulations, regardless of the technology

used.
Implementation Highlights: MCO (80) was the first airport in the United States to
utilize eGates for biometric exit for all international flights. LAX (81) recently deployed
facial biometric eGates for boarding (see Figure 13). JetBlue released a fully integrated,
biometric, self-boarding eGate at JFK (82) after successful trials at JFK, BOS, and FLL
(83). Passengers in SEA (84), ATL (85), and DCA (86) can board using only their facial
biometric using a camera on a stick.
Getting Started: Some implementations are achieved with a camera mounted on a pole.
Though it does not include a physical gate, it can be an effective way to verify passengers.
Figure 13. LAX biometric eGates (photo by Los Angeles World Airports, ©2020 Joshua Sudock).

Food Ordering and Delivery
Contactless Self-Service Self-Service Online Purchase

Mobile App Delivery Robots
Payment Kiosks Tablets (Pickup or Delivery)
Although not fully touchless, food ordering kiosks or tablets enable passengers to bypass the
long lines and order food without staff interactions. Since the pandemic, food delivery options
have greatly increased in popularity. Many airports are giving passengers an option to order
from restaurants using a QR code, website, or mobile device. For passengers wanting to main-
tain physical distancing, airports are trying alternate delivery methods such as pick up lockers
or robotic delivery systems.
Barriers: It is necessary to inform the public that this technology is available. Another
barrier is changing concessionaires’ traditional methods from counter operations to
meet the ever-evolving passenger requirements.
Implementation Highlights: DFW (87) and MSP airports have deployed self-service
kiosks for food ordering. MSP has noted that they have seen approximately a 30 percent
increase in ordering totals when using a kiosk versus face-to-face purchases. Airports
such as MSP, SEA, LAX, PHL, MDW, and SAN (88) offer mobile food ordering and
delivery via a QR code, app, or website. Figure 14 shows a food delivery robot at SEA.
EWR (89) noted they can offer more concessions options and deliver food to satellite
terminals where concessions were not yet open. MSP, SEA, LAX, PHL, MDW, and
SAN (90) are also on the list of airports piloting contactless ordering systems featuring
robotic food delivery. YYZ and HMSHost (91) were the first to launch a mobile order
and pick up service in the airport using Uber Eats.
RDU is launching a virtual food hall or “ghost kitchen,” which allows restaurants
to operate from a central location and deliver food to a locker. This new concept will
increase customer options without taking up additional concession space. SAT (92)
just launched an automated food kiosk that prepares pizza. CLT (93) is one of the first
airports to offer a smart self-checkout kiosk. This kiosk contains items behind a door
that can be opened by scanning a QR code or swiping a credit card; a camera then tracks
the customer’s movements to charge for items removed from the kiosk. Once the door
is closed, a UV light is activated to sanitize the remaining items.
Airport operators are also looking to automate retail purchases. In addition to pre-
order options on mobile devices or websites, other emerging options include retail
kiosks, queueless checkout options, and contactless payments. Hudson is now offering
automated retail kiosks at MYR (94), MDW (95), and SJC. Amazon’s Just Walk Out
technology can be found at DAL (96) and MDW (97). Touchless self-checkout and
payment are available at KCI (98), CLT (99), and LAX. This option uses AI to detect
the items and display a price without human intervention.
Getting Started: Most airports agree that the use of self-service kiosks can increase
revenue. Airports have also shown good adoption of food delivery services; automation
can come later.

Figure 14. SEA robots for food delivery (photos courtesy of Port of Seattle/Seattle-Tacoma International Airport).

(see “Back of House” section below for additional technology details).
• Self-service kiosks can be used to allow passengers to change their flight, purchase seat
upgrades, change seat assignments, and print additional boarding passes (see the “Landside”
section for additional details on this technology).
See the “On-Airport” section of this guide for additional solutions that may apply to this
area, depending on the specifics of your airport. Examples for airside include restrooms, queue
management systems, passenger assistance, signage, elevators, surface cleaning, automated water
bottle filling stations, and smart building systems.
Solutions that specifically apply to airfield processes such as

baggage handling and ground support.
The airfield primarily relates to the work environment for staff; however, it may be used by
passengers being bused to another airside location or needing to walk to their gates. Though the
research did not uncover significant solution implementations in this area, the solutions noted
below are worth an honorable mention.

(see the “Back of House” section for additional technology details).

• MSP implementation of an automated solution for Part 139 Airport Certification inspections
required by the Federal Aviation Administration.
• Self-sanitizing gloves provide an innovative approach to eliminating the spread of contami-
nates in operating areas. The gloves spray disinfectant on themselves and the surface upon
contact.
Solutions that can move processes that typically occur on-airport

to a post-airport location.
The post-airport environment benefits from the steps taken upstream to reduce the number
of required touchpoints on the airport property. Though the research did not uncover signifi-
cant solution implementations in this area, there are potential solutions regarding meeting the
destination’s travel or health document requirements, receiving baggage delivery, or delivery
of goods and services ordered before getting to the passenger’s destination.

CHAPTER 3
Taking Action
Chapter 2 gave detailed descriptions of the solutions applicable to the areas along the airport
journey. Now you can use this section to help decide which solutions to consider and implement for
your airport. In addition, a downloadable solution worksheet, “Taking Action,” is available at
www.nap.edu by searching for ACRP Research Report 241: Toward a Touchless Airport Journey.
The worksheet will walk you through your airport journey areas in the same way as Chapter 2
of this guide, enabling you to do the following:
• Check off the solutions you have already implemented.
• Identify which solutions you will consider next and take note of your next actions for each.
• Review the overall cost and IT requirements for each solution.
In building your worksheet, use the best practices and lessons learned identified in Chapter 1
of this guide:
Connect with Airport Strategy or Understand the Importance of Strong

Technology Direction Leadership
Collaborate with Your Stakeholders Focus on Helping the Passenger
Leverage Additional Resources in

Communicate with the Passenger
the Community and Beyond
Understand the Importance of Data
42

Endnotes
1. “NEXTT.” IATA, Accessed February 25, 2022, https://www.iata.org/en/programs/ops-infra/airport-

infrastructure/nextt/.
2. “Spot Saver Is Here to Stay at SEA.” Port of Seattle, September 1, 2021, https://www.portseattle.org/blog/
spot-saver-here-stay-sea.
3. “LAX Fast Lane Reserves TSA Screening Times.” Business Traveler USA, October 26, 2021, https://www.
businesstravelerusa.com/business-traveler-usa-story/lax-fast-lane-reserves-tsa-screening-times/.
4. “Denver International Airport’s New VeriFLY App Provides Travelers with Socially Distanced Options.”
CBS Denver, September 17, 2020, https://denver.cbslocal.com/2020/09/17/verifly-app-denver-international-
airport-covid-social-distancing/.
5. “Exclusive: Clear Unveils New Timed Service to Speed You Through TSA.” Caroline Tanner, October 21,
2021, https://thepointsguy.com/news/clear-timed-airport-service/.
6. “Delta Reveals First-Ever Dedicated TSA PreCheck Lobby, Bag Drop.” Staff Writer, October 26, 2021,
https://news.delta.com/delta-reveals-first-ever-dedicated-tsa-precheckr-lobby-bag-drop.
7. “Toronto Pearson International and HMSHost Launch Uber Eats Order and Pickup Service.” Mark Lane,
April 19, 2021, https://www.moodiedavittreport.com/toronto-pearson-international-and-hmshost-launch-
uber-eats-order-and-pickup-service/.
8. “5 Things to Know About IATA’s Travel Pass App Right Now.” Victoria M. Walker, September 20, 2021,
https://thepointsguy.com/guide/iata-travel-pass-health-app/.
9. “CBP Launches New Mobile Passport Control App Pilot in Philadelphia, Fort Lauderdale.” U.S. CBP Public
Affairs, June 1, 2021, https://www.cbp.gov/newsroom/national-media-release/cbp-launches-new-mobile-
passport-control-app-pilot-philadelphia-fort.
10. “CBP Launches New Mobile Passport Control App Pilot in Philadelphia, Fort Lauderdale.” U.S. CBP Public
Affairs, June 1, 2021, https://www.cbp.gov/newsroom/national-media-release/cbp-launches-new-mobile-
passport-control-app-pilot-philadelphia-fort.
11. “Pittsburgh International Airport Installing Touchless ‘Wave to Call’ Elevator Buttons.” KDKA-TV Staff,
April 29, 2021, https://pittsburgh.cbslocal.com/2021/04/29/pittsburgh-international-airport-touchless-
elevator-buttons/.
12. “Building the Runway to Economic Growth: ACI-NA 2021 Infrastructure Report.” ACI-NA, March 2021,
https://airportscouncil.org/wp-content/uploads/2021/03/2021ACINAInfrastructureNeedsStudy.pdf.
13. “Building the Runway to Economic Growth: ACI-NA 2021 Infrastructure Report.” ACI-NA, March 2021,
https://airportscouncil.org/wp-content/uploads/2021/03/2021ACINAInfrastructureNeedsStudy.pdf.
14. “Ultraviolet Light Sterilizing Technology Comes to Sky Harbor International Airport.” Katelyn Keenehan,
https://www.azcentral.com/story/travel/arizona/2020/09/03/phoenix-sky-harbor-airport-uv-light-sanitizers-
kill-coronavirus-on-escalators/5683307002/.
15. “TSA Introduces Latest Aviation Security Technologies in Place at Las Vegas McCarran International
Airport’s Innovation Checkpoint.” TSA, June 7, 2021, https://www.tsa.gov/news/press/releases/2021/06/07/
tsa-introduces-latest-aviation-security-technologies-place-las-vegas.
16. “Grand Rapids Airport Tests UV Disinfectant Tools, Including Robot and Shoe Mat.” Samantha May,
August 12, 2020, https://wwmt.com/news/local/grand-rapids-airport-tests-first-in-the-country-robot-that-
disinfects-using-uv-technology.
17. “Virtual Information Booth Now Open.” Fly Louisville, May 7, 2020, https://www.flylouisville.com/virtual-
information-booth-now-open/.
18. “Virtual Help Desk at LAX Provides Passengers with Remote Assistance.” International Airport Review,
July 2, 2020, https://www.internationalairportreview.com/news/120122/virtual-help-desk-lax-remote-
assistance/.
43

19. “Delivery Robots to Digital Health Apps: 5 Ways Your Next Airport Visit Could Be Contactless.” Harriet
Baskas, January 5, 2021, https://www.usatoday.com/story/travel/airline-news/2021/01/05/commonpass-
app-covid-testing-stations-how-airports-adapting/4126729001/.
20. “United Airlines Launches QR-Code Powered Virtual ‘Agent on Demand’ Services.” psfk, July 28, 2021,
https://www.psfk.com/2021/07/united-airlines-launches-qr-code-powered-virtual-agent-on-demand-
services.html.
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2021, https://blog.beaconstac.com/2016/03/10-airports-using-beacons-to-take-passenger-experience-to-
the-next-level/.
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2021, https://blog.beaconstac.com/2016/03/10-airports-using-beacons-to-take-passenger-experience-to-
the-next-level/.
23. “Gatwick Airport Uses Augmented Reality to Help Catching Flights.” Kathleen Villaluz, May 28, 2017,
https://interestingengineering.com/gatwick-airport-uses-augmented-reality-help-catching-flights.
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with-new-google-maps-live-view-feature/.
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Administration, September 20, 2021, https://www.tsa.gov/news/press/releases/2021/09/20/tsa-introduces-
spanish-language-asktsa-automated-virtual-assistant.
26. “Optimizing Passenger Behavior.” Synect Media, https://www.synectmedia.com/projects/optimizing-
passenger-behavior.
27. “Airports Are Embracing New Social Distancing Technology: An Exclusive Look at How It Tracks Travelers.”
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of-passengers-with-new-social-distancing-technology.
28. “Avius Launches Gestures – Touchless Customer Service Feedback Technology.” AviationPros, October 14,
2020, https://www.aviationpros.com/airports/airport-technology/press-release/21158365/avius-avius-
launches-gestures-touchless-customer-feedback-technology.
29. “Parking.” Raleigh-Durham International Airport, https://www.rdu.com/parking/.
30. “Salt Lake City International Airport Chooses Park Assist’s Parking Guidance System for Its New Develop-
ment.” Park Assist, April 28, 2020, https://www.parkassist.com/2020/salt-lake-city-international-airport-
chooses-park-assists-parking-guidance-system-for-its-new-development/.
31. “Hartsfield-Jackson Atlanta International Airport.” Hub Parking Technology, https://www.hubparking.com/
case-histories/case-study-hartsfield-jackson-atlanta-international-airport/.
32. “DFW Rolls Out New Parking & Revenue Control System.” Robert Nordstrom, September 2013, https://
airportimprovement.com/article/dfw-rolls-out-new-parking-revenue-control-system.
33. “New SFO TaxiQ.” AppAdvice, https://appadvice.com/app/new-sfo-taxiq/1469434083.
34. “Tampa Extends Remote Service.” Tara Craig, January 8, 2020, https://www.passengerterminaltoday.com/
news/airport/tampa-extends-remote-service.html.
35. “Bags Commences Remote Airline Check-In at Boston Logan International Airport to Support Rideshare
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logan-international-airport-to-support-rideshare-relocation/#:∼:text=In%20December%202019%2C%20
Boston%20Logan,from%20the%20main%20terminal%20curb.
36. “Parking Smart: How Smart Parking Technologies Benefit Airports.” WGI, September 9, 2020, https://
wginc.com/parking-smart-technology-benefiting-airports/.
37. “Next Generation Automated Parking System for Future Airport Operations.” Global Business Media,
https://www.parking-net.com/upload/AirportsTechnologyReport-Serva.pdf.
38. “Stuttgart Airport Set to Welcome Highly Automated and Driverless Parking with the New Mercedes-Benz
S-Class.” Mercedes-Benz Group Media, October 12, 2020, https://media.daimler.com/marsMediaSite/en/
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Mercedes-Benz-S-Class.xhtml?oid=47757313.
39. “Tampa International Airport Is Testing Self-Drive Wheelchairs This Week.” Harriet Baskas, December 5,
2021, https://thepointsguy.com/news/tampa-international-airport-testing-self-drive-wheelchairs/.
40. “WHILL Expands Airport Trails of Self-Driving Personal Mobility Devices to North America.” WHILL,
November 20, 2019, https://whill.inc/us/whill-expands-airport-trials-of-self-driving-personal-mobility-
devices-to-north-america/.
41. “British Airways Trials Autonomous Electric Wheelchairs at JFK.” Future Travel Experience, March 2020,
https://www.futuretravelexperience.com/2020/03/british-airways-trials-autonomous-electric-wheelchairs-
at-jfk/.

Endnotes 45
42. “Tokyo Haneda Airport to Introduce WHILL Self-Driving Wheelchairs.” Passenger Self Service, June 9,
2020, https://www.passengerselfservice.com/2020/06/tokyo-haneda-airport-to-introduce-whill-self-driving-
wheelchairs/.
43. “Etihad and Abu Dhabi to Trial Use of Autonomous Wheelchairs.” Passenger Self Service. September 17,
2019, https://www.passengerselfservice.com/2019/09/etihad-and-abu-dhabi-to-trial-use-of-autonomous-
wheelchairs/.
44. “Delta Reveals First-Ever Dedicated TSA PreCheck Lobby, Bag Drop.” Delta News Hub, Staff Writer,
October 26, 2021, https://news.delta.com/delta-reveals-first-ever-dedicated-tsa-precheckr-lobby-bag-drop.
45. “Denver International Airport Installs 86 Self-Bag-Drop Systems.” Elizabeth Baker, December 2, 2021,
https://www.passengerterminaltoday.com/news/self-service/denver-international-airport-installs-86-self-
bag-drop-systems.html.
46. “Self Bag Drop Service.” Hong Kong Airport, https://www.hongkongairport.com/en/passenger-guide/
airport-facilities-services/self-bag-drop-service.
47. “Spirit Introduces Self-Service Bag Check at New York LaGuardia.” Zach Wichter, January 14, 2020,
https://thepointsguy.com/news/spirit-airlines-self-service-bag-check-at-laguardia/.
48. “Contactless Bag-Drop Technology Trialled at Heathrow Airport.” Dan Symonds, September 10, 2021,
https://www.passengerterminaltoday.com/news/biometrics/contactless-bag-drop-technology-trialed-at-
heathrow-airport.html.
49. “Spirit Goes Self-Service and Biometric.” Passenger Self Service. September 6, 2020, https://www.passenger
selfservice.com/2020/09/spirit-airlines-goes-self-service-and-biometric/.
50. “Spirit Airlines Debuts Self-Service Bag Drop System at McCarran International Airport.” Future Travel
Experience, July 2019, https://www.futuretravelexperience.com/2019/07/spirit-airlines-self-service-bag-
drop-mccarran-international-airport/.
51. “Tokyo International Airport Haneda Implements New Self-Bag-Drop System.” International Airport
Review, July 17, 2020, https://www.internationalairportreview.com/news/121118/self-bag-drop-kiosks-
tokyo-haneda/.
52. “Fast and Seamless Travel (FAST).” Changi Airport, https://www.changiairport.com/en/airport-guide/
departing/checking-in/fast-check-in.html.
53. “Delta Opens First Biometric Self-Service Bag Drop in U.S.” Ashton Kang, Delta News Hub, June 19, 2017,
https://news.delta.com/delta-opens-first-biometric-self-service-bag-drop-us.
54. “Self-Service Bag-Drop System Trialled at LAX’s Tom Bradley Terminal.” International Airport Review,
February 26, 2020, https://www.internationalairportreview.com/news/112496/self-service-bag-drop-
los-angeles-airport/.
55. “SITA’s Biometric Solution Provides Fast Track for United Airlines’ Domestic Travels at SFO.” SITA, April 7,
2021, https://www.sita.aero/pressroom/news-releases/sitas-biometric-solution-provides-fast-track-for-
united-airlines-domestic-travelers-at-sfo/.
56. “Tampa Airport Automates Boarding Pass Checkpoints.” Haley Hinds, Fox13, February 5, 2020, https://
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57. “Restricted Area Identity Card (RAIC).” CATSA-ACSTA, https://www.catsa-acsta.gc.ca/en/restricted-area-
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58. “Spot Saver Is Here to Stay at SEA.” Rosa Johnson, September 1, 2021, https://www.portseattle.org/blog/
spot-saver-here-stay-sea.
59. “LAX Fast Lane Reserves TSA Screening Times.” Harvey Chipkin, Business Traveler, October 26, 2021,
https://www.businesstravelerusa.com/business-traveler-usa-story/lax-fast-lane-reserves-tsa-screening-
times/.
60. “Denver International Airport’s New VeriFLY App Provides Travelers with Socially Distanced Options.”
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international-airport-covid-social-distancing/.
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en/2019/07/30/yul-ambassadors-celebrates-its-1st-year/.
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travel/security-screening/credential-authentication-technology.
63. “TSA Launches Facial Recognition Pilot at Las Vegas Airport.” Brandi Vincent, August 27, 2019, https://www.
nextgov.com/emerging-tech/2019/08/tsa-launches-facial-recognition-pilot-las-vegas-airport/159479/.
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65. “TSA Pilots New Biometric Technology with CBP and Delta Air Lines.” Homeland Security Today, March 6,
2021, https://www.hstoday.us/subject-matter-areas/airport-aviation-security/tsa-pilots-new-biometric-
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67. “Japan’s Narita, Haneda Airports Start Facial Recognition in Full Scale.” Kyodo News, July 19, 2021, https://
english.kyodonews.net/news/2021/07/f104681f01b8-narita-haneda-airports-start-facial-recognition-in-
full-scale.html.
68. “Central Security Upgrades.” Edmonton International Airport, https://flyeia.com/flights/security/central-
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69. “TSA and Denver International Airport Unveil First of Its Kind eAIT Screening in the U.S.” Military &
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tsa-and-denver-international-airport-unveil-first-of-its-kind-eait-screening-in-the-us.
70. “TSA Introduces Latest Aviation Security Technologies in Place at Las Vegas McCarran International Airport’s
Innovation Checkpoint.” Transportation Security Administration, June 7, 2021, https://www.tsa.gov/news/
press/releases/2021/06/07/tsa-introduces-latest-aviation-security-technologies-place-las-vegas.
71. “How to Get Fast-Track Passport Clearance at Singapore’s Changi Airport.” Chris C., Executive Traveler,
October 28, 2015, https://www.executivetraveller.com/how-to-get-fast-track-passport-clearance-at-
singapore-s-changi-airport.
72. “NEXUS: Air.” Canada Border Services Agency, https://www.cbsa-asfc.gc.ca/prog/nexus/kiosk-eng.html.
73. “US Passport Holders Can Now Use ePassport Gates at UK Airports.” Ben Smithson, May 20, 2019,
https://thepointsguy.com/news/7-more-countries-uk-e-gates/.
74. “Airports with Global Entry Kiosks.” U.S. Customs and Border Protection, https://www.cbp.gov/travel/
trusted-traveler-programs/global-entry/locations.
75. “CBP Introduces Simplified Arrival at LAX.” U.S. Customs and Border Protection, October 29, 2020,
https://www.cbp.gov/newsroom/local-media-release/cbp-introduces-simplified-arrival-lax.
76. “CBP Introduces Simplified Arrival at MIA.” U.S. Customs and Border Protection. November 20, 2020,
https://www.cbp.gov/newsroom/national-media-release/cbp-introduces-simplified-arrival-mia.
77. “CBP Launches Simplified Arrival at Tampa Airport to Secure, Streamline International Travel.” U.S. Customs
and Border Protection, April 8, 2021, https://www.cbp.gov/newsroom/national-media-release/cbp-launches-
simplified-arrival-tampa-airport-secure-streamline.
78. “Simplified Arrival Biometric Process Introduced at Charlotte Douglas Airport.” International Airport
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79. “CBP Enables Simplified Arrival at Kansas City International Airport.” Airport Industry Review, August 3,
2021, https://www.airport-technology.com/news/cbp-simplified-arrival-kansas-city-airport/.
80. “Orlando Airport First in U.S. to Use Biometric Exit for All International Flights.” Mitra Sorrells, PhocusWire,
June 13, 2018, https://www.phocuswire.com/SITA-Orlando-biometric-exit.
81. “Idemia Face Biometrics Deployed at LAX for International Flights.” Chris Burt, Biometric Update, June 25,
2021, https://www.biometricupdate.com/202106/idemia-face-biometrics-deployed-at-lax-for-international-
flights.
82. “Your Face Is Your Boarding Pass: JetBlue Introduces Its First Integrated Biometric Self-Boarding Gate at
New York’s John F. Kennedy International Airport.” JetBlue, November 15, 2018, http://mediaroom.jetblue.com/
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83. “JetBlue Introduces Its First Integrated Biometric Self-Boarding Gate at JFK Airport.” Metropolitan Airport
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self-boarding-gate-at-jfk/.
84. “Port Commission Approves First-in-the-Nation Airport Biometrics Policies.” Port of Seattle, March 10,
2020, https://www.portseattle.org/news/first-nation-airport-biometrics-policies-enhance-traveler-awareness-
port-accountability-and.
85. “Delta Reveals First-Ever Dedicated TSA PreCheck Lobby, Bag Drop.” Staff Writer, Delta News Hub,
86. “One-Step Biometric Boarding Launched by JetBlue at Washington Reagan National Airport.” Reagan
National, November 15, 2018, https://www.flyreagan.com/news/one-step-biometric-boarding-launched-
jetblue-washington-reagan-national-airport.
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88. “Airports.” AtYOURGate, https://www.atyourgate.com/airports/.
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https://metroairportnews.com/ewr-food-delivery-service-order-via-app-atyourgate/.
90. “Airports.” AtYOURGate, https://www.atyourgate.com/airports/.
91. “YYZ Announces Food Delivery Partnership.” David Ward, Airport Experience News, April 22, 2021,
https://airportxnews.com/yyz-announces-food-delivery-partnership/.
92. “Automated Pizza Company Bringing Kiosks to San Antonio Airport.” Karly Williams, San Antonio Business
Journal, November 23, 2021, https://www.bizjournals.com/sanantonio/news/2021/11/22/automated-pizza-
kitchens.html.

Endnotes 47
93. “HMSHost Launches AI Smart Kiosks at CLT.” David Ward, Airport Experience News, February 24, 2021,
https://airportxnews.com/hmshost-launches-ai-smart-kiosks-clt/.
94. “Hudson Installing Contactless ‘Mini-Malls’ in Airports.” I-Chun Chen, New York Business Journal, April 1,
2021, https://www.bizjournals.com/newyork/news/2021/04/01/hudson-installing-contactless-minimalls-
in-airport.html.
95. “Hudson Nonstop Opens in Chicago Midway Airport with Amazon Just Walk Out Tech.” Future Travel
Experience, June 2021, https://www.futuretravelexperience.com/2021/06/hudson-nonstop-opens-in-
chicago-midway-airport-with-amazon-just-walk-out-tech/.
96. “Hudson Opens First Store with Amazon Just Walk Out Technology at Dallas Love Field Airport.” Future
Travel Experience, March 2021, https://www.futuretravelexperience.com/2021/03/hudson-opens-first-
store-with-amazon-just-walk-out-technology-at-dallas-love-field-airport/.
97. “Hudson Nonstop Opens in Chicago Midway Airport with Amazon Just Walk Out Tech.” Future Travel
Experience, June 2021, https://www.futuretravelexperience.com/2021/06/hudson-nonstop-opens-in-
chicago-midway-airport-with-amazon-just-walk-out-tech/.
98. “Touchless Checkout Using Artificial Intelligence Arrives at Kansas City International Airport.” HMSHost,
June 2, 2020, https://www.hmshost.com/news/press/touchless-checkout-using-artificial-intelligence-
arrives-at-kansas-city-international-airport.
99. “AI-Driven Self-Checkout Kiosk Greets Hungry Passengers at Charlotte Airport.” Elliot Maras, Vending
Times, April 21, 2021, https://www.vendingtimes.com/articles/ai-driven-self-checkout-kiosk-greets-hungry-
passengers-at-charlotte-airport/.

APPENDIX A
Helping the Passenger
Chapter 1 of this guide described six best practices: Connect with Airport Strategy or Technology
Direction, Understand the Importance of Strong Leadership, Collaborate with Your Stakeholders, Focus on
Helping the Passenger, Communicate with the Passenger, Leverage Additional Resources in the
Community and Beyond, and Understand the Importance of Data.
The following section provides additional detail on “Focus on Helping the Passenger.” This information
is not necessarily specific to touchless solutions; however, these considerations are highly relevant as you
consider the implementation of touchless solutions
This section identifies the typical barriers a passenger with disabilities or an older adult may experience
throughout their passenger airport journey. This section details the accessibility issue followed by
recommendations for mitigation. The information below is provided to enhance the touchless environment
effort, which can be useful for all passengers traveling through the airport. For additional information on
The Americans with Disabilities Act (ADA) visit www.ada.gov.
Pre-Arrival
Considerations
Passengers with disabilities often face challenges while preparing to arrive at the airport, including:
• Passengers may not know about assistance programs available at the airport.
• Contact information may not be available or easy to find on the airport website and/or mobile app.
• Passengers provide airlines with information about their need for assistance during their booking
process; however, the information provided to the airport operator is limited.
• Airport maps often do not include the roadway, entryway to parking, curbside drop-off, or TNC
drop-off points.
Mitigation Measures
• Provide education to the public that an assistance program, such as an identification program, is
available.
• Include contact information on the website and mobile app in an accessible manner for all forms of
disabilities. For example, consider requirements for those who are blind or have low vision.
48

Helping the Passenger 49
• Establish clear procedures for airlines to notify airport operators that they have a passenger who
needs assistance. Coordinate with the traveler on expected arrival and/or offer a phone number
that the passenger can call when they arrive.
• Ensure that airport maps are provided on the website and mobile app that include roadways, trains,
shuttles (such as hotel and rental cars), TNC drop-off points, train station drop-off, or bus drop-off
areas. The airport map should include a clear pathway to the terminal entryway, including specially
marked curbside entryways for passengers needing assistance.
Arrival at the Airport
Considerations
Passengers with disabilities often face challenges while arriving at the airport, including:
• Lack of a designated entryway with a method for the passenger to communicate with guest
services.
o Issues arise because of a lack of awareness by the provider. An example is a person who
is blind or has low vision and needs assistance from the door of the airport. Often there is
no one there to greet them and help them get to the check-in counter or kiosk.
o Some airports have courtesy assistance telephones or buttons that advise the passenger
is there and needs assistance.
• Lack of clear wayfinding signage for those needing assistance. Passengers who arrive at the
terminal must be assured of clear wayfinding signage when arriving at the entry point of the
terminal.
• Passengers should be educated via the airport website or mobile app so they know where to go for
services such as automated wheelchairs or identification lanyards.
o If automated wheelchairs are available, that information needs to be posted on the
website, along with a contact number to help the passenger identify where to park and get
help if needed.
o Passengers with cognitive disabilities may inform the airport customer experience of their
disabilities so that they may be identified upon arrival and assisted if needed.
Mitigation Measures
• Ensure that airport staff, airlines, volunteers, third-party providers, and business partners are
aware of designated entry points.
o Establish procedures to ensure communication devices are in good working condition.
o If communication devices are available, appropriate signage and/or auditory signal must be
clearly identified.
• Work with an ADA coordinator and a community/airport committee to ensure that signage is clear
for all types of disabilities and on all points of access. If you do not have an ADA coordinator, you
can locate one in your region (https://adata.org/find-your-region). Standards for accessible design
can be found at www.access-board.gov.
• Provide education to the public that services such as automated wheelchairs or identification
lanyards are available.
o Designate a specific point of entry for the individual traveling who has cognitive disabilities
to obtain a lanyard.
o Review the best location for posting signage for automated wheelchairs.

o Airport operators should coordinate with airlines, volunteers, airport staff, and third-party
providers to ensure that they know where automated wheelchairs are located, charged,
and returned.
Landside
Considerations
Passengers may face challenges in the landside area including:

• Needing assistance getting to the check-in area.
o If the passenger needs assistance to get to the check-in hall, the person assisting should
meet the passenger at the designated entryway door of the terminal.
o The kiosk(s) should be ADA accessible at a minimum, with auditory capability for the
passenger who is blind or has low vision.
o Gate information should be provided both in writing and verbally, so the passenger knows
where to go.
o Frequently, the wheelchair provider insists that the person sits in the wheelchair although
the person with vision impairment is mobile, or they will not convey them to the gate.
• Needing assistance locating the following facilities or amenities:
o Escalator and elevator access.
o Restroom facilities, especially those providing a family room and/or changing area.
o Service animal relief area.
o Visual paging displays.
Mitigation Measures
• Provide training for all those interacting with the passenger with disabilities so they understand
o How to best meet the needs of the passenger (e.g., wheelchair versus allowing the
passenger to walk on their own with directions) and
o The location of all vertical transitions, service animal relief areas, and accessible restroom
facilities.
• Ensure that wayfinding information is clearly identified within the terminal, on the airport website,
and in the airport app. Points of interest should include, at a minimum
o Escalator and elevator access;
o Restroom facilities, especially those providing a family room and/or changing area;
o Service animal relief area; and

Security
Considerations
• Older adults and infrequent travelers may need assistance understanding what they must do to
comply with security requirements.
• Upon check-in with the airline, passengers may be escorted through security to the airside by a
third-party provider, airport staff member, or volunteer.
Mitigation Measures
• Provide clear directions to lanes for entry for the different needs of the passengers.
• Collaborate with the TSA to ensure that their staff members have been trained and aware of
travelers with disabilities’ different needs and capabilities.
• Work with the ADA coordinator to test the signage and directions with a passenger who is willing to
test the system as a passenger when traveling through the airport.
• Offer an opportunity for the TSA staff to be trained along with the airport staff and business
partners on providing services for travelers with disabilities and older adults.
• Provide volunteers or staff to assist travelers who may need extra help getting through security.
Airside
Considerations
• Once travelers are through security and in the airside area, wayfinding and directories are required
to indicate the location of gates, food and beverage options, and retail locations. The information
should meet ADA requirements for the person with vision impairment, hearing loss, and mobility
issues. Standards for accessible design can be found at www.access-board.gov.
• Some passengers with disabilities may need assistance getting food before boarding their flight,
finding an adult changing room, or locating a service animal relief area.
• Passengers with mobility issues may need assistance being wheeled or escorted from the gate
area onto the plane.
• Passengers who are deaf or hard of hearing cannot hear announcements; therefore, the
passenger may identify themselves so that the airline attendant can advise them of gate changes
or delays either through mobile transmission or in person.
• Passengers who are blind or have low vision may need to identify themselves to the gate attendant
so they can go to the passenger or call them to the podium to advise of any gate changes or
delays.

Mitigation Measures
• Wayfinding, directories, and flight information display systems need to be created with persons with
disabilities in mind to ensure that the information is readable for all passengers. Flight Information
Display systems must be at the appropriate angle with a large enough font so that passengers in
wheelchairs can read the screens.
• Airport staff or third-party providers should not leave the passenger in a wheelchair with no contact
information. They must advise the airline’s gate attendant of the passenger’s disabilities so they
can assist the passenger as needed. Airport staff or third-party providers have a duty to assist the
passenger with food and beverage needs, retail access, and restroom access.
• Wayfinding information is clearly identified within the terminal, on the airport website, and in the
airport app. Points of interest should include, at a minimum
o Escalator and elevator access,
o Restroom facilities, especially those providing a family room and/or changing area,
o Service animal relief area, and
Return to Airport via Aircraft or Through Airside
Considerations
• Some displays indicating the connecting gate have a small font or change too fast for either older
adults or passengers with cognitive disabilities to read.
• Often passengers requiring wheelchair assistance are left on the plane waiting for someone to
assist. That may result in a long delay, which can be very stressful if the passenger has a close
connection or needs to use the restroom.
• Signage in the immediate gate area should indicate the location of baggage claim and should be
appropriate for those with a vision impairment. The airport map on the website or airport app
should include this information as well.
• Passengers with vision impairment may not be able to recognize their baggage. In addition, they
may need help lifting their bag off the baggage conveyor.

Mitigation Measures
• Assign staff or volunteers to gate areas for arriving flights to assist passengers in identifying
connecting gates or give directions to baggage claim.
• Airports should collaborate further with the airline and third-party providers to ensure passengers
who need wheelchairs are provided with them as soon as they arrive at the terminal. Airport staff
and volunteers may be able to assist with wheelchairs (depending upon the arrangement with the
airport, airline, and third-party providers) or guide passengers to the baggage claim.
• Ensure that wayfinding information is clearly identified within the terminal, on the airport website,
and in the airport app, showing the following:
o Escalator and elevator access.
o Restroom facilities, especially those providing a family room and/or changing area.
o Service animal relief area.
o Baggage claim.
• Assign staff or volunteers to the baggage claim area who can assist passengers to identify or lift
bags off the baggage carousel.
Departure from Airport
Considerations
• Signage for all forms of ground transportation must be clear for passengers who are being picked
up. Points of interest should include the location of car rentals, bus stops, train location, shuttle
locations, and TNC pickup points.
• Third-party wheelchair providers must coordinate with the person being served to understand how
they are leaving the airport.
Mitigation Measures
• Signage should be provided throughout the passenger’s journey immediately after exiting baggage
claim and at various points throughout the journey. Review the signage with the ADA coordinator
and/or a representative of the community of people with disabilities to ensure that the wayfinding
meets the traveler’s needs.
• Points of interest should be clearly identified through the airport website and mobile app.
• All staff, volunteers, and third-party providers receive training to understand how best to serve the
passenger and their needs as they depart the airport.

APPENDIX B
Communicate with the Passenger
The following section provides additional detail on the best practices for communicating with the
passenger. Consider this general guidance related to the use of communication methods as you consider the
implementation of specific touchless solutions.
Thinking about the airport journey from a wayfinding perspective, the journey really begins before the
traveler leaves home. The remote processing of boarding passes and the use of digital wayfinding tools to
anticipate the journey all contribute to the wayfinding experience. Once a traveler approaches the airport,
this moving from the preplanned journey transforms to the physical environment. Due to the dynamic nature
of environments that are changing due to modified passenger processing, travelers rely on communication
hubs that support each decision point. Below are some key elements of the journey.
Parking and Arrival
Approach Roads
Travelers approaching the airport make many decisions. Whether parking, returning a rental car,
dropping off or picking up, all require communication to the distinct routing. Considerations for dynamic
operational requirements supported by a flexible, digital communication system may become part of this
process. Overhead signs using full-matrix boards controlled by systems facilitate items such as queue
management and flexible airline counter assignment.
Minneapolis-St. Paul International Airport Roadways.
Parking
Decisions around parking can be considered on the roadway system. Long-term, short-term, premium,
and economy parking products all require users to make decisions before entering the garage. Within the
garage, drivers want to find a parking spot as quickly as possible, then be reminded of where they parked,
54

Communicate with the Passenger 55
followed by the most efficient directions to the terminal. The use of a “smart” garage wayfinding product
can accomplish the initial task with great efficiency.
Parking Signage (photo by TKH Jewel Changi Singapore Signage.

Security/Park Assist).
Curbside and Terminal Entrances

Like the approach roads, curbside dynamic signs can extend the flexible communication method needed
to allow for varying operations of the airport. This wayfinding element can effectively direct travelers to
the most appropriate entrance that suits the operational condition.
Minneapolis-St. Paul International

Airport Curb.
Landside
Check-In
At the airport check-in hall, being able to communicate information on queuing, baggage drop-off, and
other specific processes can be enabled in a wide variety of methods. A “ribbon” of communication can
provide linear orientation to the passengers. This, in collaboration with the dynamic roadway and curbside
systems, can create the greatest flexibility for communication. The integration of flight information, check-
in information, and sense of place can be accommodated within check-in structures in a compelling manner.

Harry Reid International Airport Signage Louis Armstrong New Orleans

(photo by Clark County Department of International Airport Signage
Aviation). [photo by Jonathan Cutrer on Flickr,
(CC BY-NC 2.0)].
Security
Identifying security points and informing travelers of wait times can help with queue management and
overall traveler expectations. These are also opportunities to communicate other operational messaging.
Orlando InternationalAirport West Harry Reid International Airport:

Checkpoint Video Wall (photo by Synect). Synect's ReadySeeGo at the Innovation
Checkpoint (photo by Synect).
Airside
Gates
Gate signs can go beyond simply identifying the gate number. These elements can also provide specific
destination information, weather, flight status, or sense of place imagery.

Communicate with the Passenger 57
Harry Reid International Airport Gate Signage

(photo by the Clark County Department of Aviation).
Flight Information
Flight information displays placed at key decision points and areas where passengers have dwell time
can be another method for clear communication. The scale of these elements can depend on the architectural
environment.
Calgary International Airport Flight Information

Displays.




Abbreviations and acronyms used without definitions in TRB publications:

A4A Airlines for America
AAAE American Association of Airport Executives
AASHO American Association of State Highway Officials
AASHTO American Association of State Highway and Transportation Officials
ACI–NA Airports Council International–North America
ACRP Airport Cooperative Research Program
ADA Americans with Disabilities Act
APTA American Public Transportation Association
ASCE American Society of Civil Engineers
ASME American Society of Mechanical Engineers
ASTM American Society for Testing and Materials
ATA American Trucking Associations
CTAA Community Transportation Association of America
CTBSSP Commercial Truck and Bus Safety Synthesis Program
DHS Department of Homeland Security
DOE Department of Energy
EPA Environmental Protection Agency
FAA Federal Aviation Administration
FAST Fixing America’s Surface Transportation Act (2015)
FHWA Federal Highway Administration
FMCSA Federal Motor Carrier Safety Administration
FRA Federal Railroad Administration
FTA Federal Transit Administration
GHSA Governors Highway Safety Association
HMCRP Hazardous Materials Cooperative Research Program
IEEE Institute of Electrical and Electronics Engineers
ISTEA Intermodal Surface Transportation Efficiency Act of 1991
ITE Institute of Transportation Engineers
MAP-21 Moving Ahead for Progress in the 21st Century Act (2012)
NASA National Aeronautics and Space Administration
NASAO National Association of State Aviation Officials
NCFRP National Cooperative Freight Research Program
NCHRP National Cooperative Highway Research Program
NHTSA National Highway Traffic Safety Administration
NTSB National Transportation Safety Board
PHMSA Pipeline and Hazardous Materials Safety Administration
RITA Research and Innovative Technology Administration
SAE Society of Automotive Engineers
SAFETEA-LU Safe, Accountable, Flexible, Efficient Transportation Equity Act:
A Legacy for Users (2005)
TCRP Transit Cooperative Research Program
TDC Transit Development Corporation
TEA-21 Transportation Equity Act for the 21st Century (1998)
TRB Transportation Research Board
TSA Transportation Security Administration
U.S. DOT United States Department of Transportation

Transportation Research Board

500 Fifth Street, NW
Washington, DC 20001
ADDRESS SERVICE REQUESTED
ISBN 978-0-309-68715-7
90000
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AIRPORT COOPERATIVE RESEARCH PROGRAM

ACRP RESEARCH REPORT 241

Research sponsored by the Federal Aviation Administration

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AIRPORT COOPERATIVE RESEARCH PROGRAM ACRP RESEARCH REPORT 241

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Learn more about the Transportation Research Board at www.TRB.org.

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COOPERATIVE RESEARCH PROGRAMS

CRP STAFF FOR ACRP RESEARCH REPORT 241

ACRP PROJECT 11-02/TASK 41 PANEL

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As technology continues to evolve, airports are seeking opportunities to create a touch-

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1 Chapter 1 Setting the Stage

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Copyright National Academy of Sciences. All rights reserved.

Setting the Stage

Introduction and Purpose

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2 Toward a Touchless Airport Journey

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Setting the Stage 3

• Dulles International Airport (IAD) • Philadelphia International Airport (PHL)

State of the Industry

Figure 1. Trends in aviation industry initiatives.

Copyright National Academy of Sciences. All rights reserved.

4 Toward a Touchless Airport Journey

Trend Area 1: Providing a Seamless or Frictionless Airport Journey

What COVID-19 Changed

Collective Industry Initiatives

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Setting the Stage 5

Trend Area 2: Enabling Passengers to Take Control

What COVID-19 Changed

Collective Industry Initiatives

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6 Toward a Touchless Airport Journey

Trend Area 3: Providing Cleaner and More Modern

What COVID-19 Changed

Collective Industry Initiatives

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Setting the Stage 7

What It Means to Go Touchless

Interactions Interactions Congestion

Figure 2. Touchpoint types.

Best Practices and Lessons Learned

Connect with Airport Strategy Understand the Importance of Strong Leadership

Copyright National Academy of Sciences. All rights reserved.

8 Toward a Touchless Airport Journey

Collaborate with Your Stakeholders Focus on Helping the Passenger

Communicate with the Passenger Leverage Additional Resources in the

Understand the Importance of Data

What Factors to Consider

Support and Maintenance Requirements