Passenger Experience Management Group (PEMG)

What is the IATA Passenger Experience Program

IATA's Passenger Experience program addresses the end to end passenger journey from ticket purchase through to arrival at destination. It comprises a range of projects to improve the travel experience and help reduce unnecessary operational costs to the industry. One of the primary delivery channels is self-service options for passengers where it makes sense. In process areas controlled by government authorities, such as Security, Immigration and Customs, Passenger Experience will improve the facilitation of these processes by harmonizing passenger data requirements and enhancing passenger preparedness to reduce queues and process times. 

Passenger Experience Management Group (PEMG)

The Passenger Experience Management Group (PEMG) was established by IATA Resolution 705.  

PEMG main functions:

• Set direction and policy for all areas within Passenger Experience
• Provide oversight and governance for the constituent working groups
• Review and approve proposed additions, changes and deletions to Standards within PEMG and the constituent working groups as well as any future products and/or PEMG activities 
• Submit an annual report of its activities to the JPSC meeting
• Liaise closely with other A4A and IATA Committees impacting on PEMG Standards
• The projects under Passenger Experience include:
• Fast Travel
• Passenger Facilitation
• Common Use

PEMG Membership

Membership of PEMG is open to IATA & A4A Members, IATA Strategic Partners and members of Airports Council International (ACI). In addition, membership of the Passenger Facilitation Working Group (PFWG) is open to government agencies.

Joining PEMG

PEMG is open to IATA and A4A member airlines, ACI Member Airports, IGHC Members and current members of the IATA Strategic Partnership programme. To request access to this site, you will need to register. Please see the IATA Strategic Partnership pages for more information.