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Passenger Facilitation exceeds 2013 targets


Congratulations to all airports and governments for their great contribution in exceeding the 2013 targets.

Passenger Facilitation aims to provide an end-to-end passenger experience that is secure, seamless and efficient.  

The following airports have reached the green status by implementing at least one of the recommendations brought by the project:

  • Lima International Airport Jorge Chávez, Peru
  • Chubu Centrair International Airport, Nagoya, Japan
  • Punta Cana International Airport, Dominican Republic
  • Piarco International Airport, Port of Spain, Trinidad and Tobago
  • Kansai International Airport, Osaka, Japan
  • Rome Leonardo da Vinci Fiumicino Airport, Italy
  • Venice Marco Polo Airport, Italy
  • Aéroport Marseille de Provence, France
  • EuroAirport Basel-Mulhouse-Freiburg
  • Bucharest Henri Coandă Airport, Romania
  • Manila Ninoy Aquino Airport, Philippines

Airport's perspective

Riccardo Kustermann, President of Aeroporti di Roma details their continuous efforts in improving customer service at the security checkpoint:

“Roma Fiumicino is the largest airport in Italy with almost 37 million passengers per year. Terminal 3, the oldest terminal, was built in 1960. In the last 50 years, other terminals have been added and expanded to accommodate the growing number of passengers (4% compound average growth rate over the last 10 years). Roma Fiumicino is currently undergoing a heavy program of renovation to offer an enhanced level of service to its passengers,while a brand new Terminal is built on the north side of Fiumicino. Under the theme “Working to Progress” Aeroporti di Roma is focused on avoiding inconveniences for passengers while the airport undertakes this major renovation project.

Critical to the success of “Working To Progress” is the reduction of queuing time for passengers, particularly at the security checkpoint. A project was put in place to identify bottlenecks and potential solutions to improve the flows. Increasing roller beds length at divest (land side) and re-pack area (air side), aligning X-Ray machines, reducing the number of access points and improving the advance information to passengers, were some of the areas tackled. IATA helped us in May 2013 to perform a sanity check on the initiatives we had already started to implement and identified areas that we had not yet addressed.

The results are impressive: in 2011 the queuing time for 90% of passengers was over 13 minutes while now this has decreased to some 6 minutes. Passenger satisfaction has raised to 93,9% . This is the result of a major improvement, resulting from a full scale change management program in which we heavily leveraged the experience of IATA!”

Visit the dedicated Passenger Facilitaiton site for additional information.


Additional information

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