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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 Operations team focuses on delivering Baggage standards, projects, products and services to enable IATA members delivering transparent, efficient and optimal cost baggage operations, so that their passengers are able to trust the airline to deliver bags.  

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. 
  • The IATA baggage projects are grouped under the End to End Baggage Program. This program has 3 key projects - RFID implementation, XML implementation and the 753 platform. 
    1. RFID uses radio-frequency electromagnetic fields to transfer data and automatically identify and track baggage tags. RFID technology enables many bags to be identified and tracked without the need for human intervention. 
    2. XML is a messaging standard with an intelligently designed information model. XML is standardized, easily read by devices and people and allows greater integration of information between airline operations. Baggage XML Messaging
    3. 753 Platform is a tracking and recording opportunity to measure the direct tracking of bags by receiving and interpreting the XML baggage tracking messages. Reporting will be done by IATA to share information on capabilities for recording bags at specific locations at airports, and these reports will be provided back to airlines to support their implementation and baggage operations. Baggage Tracking

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.

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