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Passenger Experience & Facilitation

​Global passenger traffic is expected to double by 2037.  Accommodating this fascinating growth is a major challenge for the air transport industry and governments. It will require new standards, harmonized regulations and adequate infrastructure. IATA works with airlines, governments, industry associations and Strategic Partners towards an end-to-end passenger experience that is secure, seamless and efficient while lowering industry costs.

Current areas of activity in Passenger Experience & Facilitation

  • The FAST TRAVEL program focuses on a range of self-service options and development of standards to facilitate global implementation of six projects: check-in, bags ready to go, document check, flight rebooking, self-boarding and bag recovery. 
  • The FACILITATION program focuses on areas of the passenger journey related to border control management, identity management, travel authorizations, passenger data and other areas of compliance with Immigration and Customs regulations. 
  • The COMMON USE  working group focuses on developing industry standards in three specific areas pertaining to common use: self-service standards specifically relating to common use kiosks, overall common use passenger processing system standards in the area of platform architecture and standardized exchange through the use of web services technology.
  • The BAGGAGE working group focuses on delivering Baggage Services to the industry, including standards and baggage quality ensuring an efficient and hassle free journey.  

Current initiatives in Passenger Experience & Facilitation

  • The One ID project seeks to introduce a friction-free and passenger-centric process that allows an individual to streamline his/her journey with a document-free process based on identity management and biometric recognition. Passengers will be able to identify themselves at each airport touchpoint through a simple biometric recognition. The objective is to achieve a truly interoperable system coordination between airports, airlines and governments. 
  • The concept of Travel Communication introduces the possibility to personalize the passengers' travel experience by enabling multiple industry stakeholders to communicate with them across all touch points of their journey with up-to-date and accurate information that is provided through a trusted source. 
  • Baggage Tracking (linked to the implementation of IATA Resolution 753)
  • Baggage XML Messaging

Governance: towards and end-to-end passenger process 

The Passenger Experience Management Group , via its several industry working groups, supports the industry on standards and solutions aiming to enhancing the end-to-end passenger experience.


Our mission is to represent, lead and serve the airline industry

Additional information