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Innovate the passenger security check experience at airports

The security screening experience at airports remains a high-ranking pain point for air passengers as confirmed by recent surveys such as IATA’s Passenger Survey 2016. The limitations in passenger terminal throughput and operational efficiency negatively impact service levels and journey experience mainly due to the overall perceived uncertainty, waiting and queueing times, duration and procedures of the control process itself and the checkpoint environment.

At airports around the globe stakeholders have initiated activities to improve processes, inspired by concepts put forward by the air transport industry’s associations IATA and ACI. The aim is to deliver improvements and satisfy passengers’ preferences. The most significant issues concern the preparation process (removal of belt, jacket, shoes, electronic devices), the simplification and consistency of the screening process and the multiple security checks required throughout journeys involving a connection.

What are the success drivers and key challenges in implementing the various measures and projects, whether minor adjustments of operating procedures or adaptations to the terminal building’s layout or infrastructure?

A concept development and implementation requires collaboration and buy-in of all parties at the respective local airport and state level. Effective passenger terminal operations enhance the passenger experience, therefore leading airlines are widely engaged in facilitating improvements at airports in their networks. In order to specify an action plan and deliver smart solutions it is essential to integrate both airline and airport perspectives from both the operational and commercial points of view.

The experience gained at Lufthansa Group hubs as well as at many of its destination airports can be applied to capacity-constrained capital and regional airports in other areas. Lufthansa Consulting supports your ideas or initiated efforts to optimize your terminal infrastructure and meet your airport’s strategic goals.

Our experts help you to develop or fine-tune your plans to streamline and simplify the security control of passengers and baggage in a technology-enabled, digitalized environment to achieve a successful overall passenger-empowered airport experience.

Contact us to discuss critical factors for successful delivery and related challenges facing airlines and airport operators.