Implementing Integrated Self-Service at Airports (2015)

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A I R P O R T C O O P E R A T I V E R E S E A R C H P R O G R A M ACRP REPORT 136 TRANSPORTAT ION RESEARCH BOARD WASHINGTON, D.C. 2015 www.TRB.org Research sponsored by the Federal Aviation Administration Subscriber Categories Aviation • Data and Information Technology • Terminals and Facilities Implementing Integrated Self-Service at Airports Barich, Inc. Richmond, TX

AIRPORT COOPERATIVE RESEARCH PROGRAM Airports are vital national resources. They serve a key role in trans­ portation of people and goods and in regional, national, and inter­ national commerce. They are where the nation’s aviation system connects with other modes of transportation and where federal respon­ sibility for managing and regulating air traffic operations intersects with the role of state and local governments that own and operate most airports. Research is necessary to solve common operating problems, to adapt appropriate new technologies from other industries, and to introduce innovations into the airport industry. The Airport Coopera­ tive Research Program (ACRP) serves as one of the principal means by which the airport industry can develop innovative near­term solutions to meet demands placed on it. The need for ACRP was identified in TRB Special Report 272: Airport Research Needs: Cooperative Solutions in 2003, based on a study spon­ sored by the Federal Aviation Administration (FAA). The ACRP carries out applied research on problems that are shared by airport operating agencies and are not being adequately addressed by existing federal research programs. It is modeled after the successful National Coopera­ tive Highway Research Program and Transit Cooperative Research Pro­ gram. The ACRP undertakes research and other technical activities in a variety of airport subject areas, including design, construction, mainte­ nance, operations, safety, security, policy, planning, human resources, and administration. The ACRP provides a forum where airport opera­ tors can cooperatively address common operational problems. The ACRP was authorized in December 2003 as part of the Vision 100­Century of Aviation Reauthorization Act. The primary participants in the ACRP are (1) an independent governing board, the ACRP Oversight Committee (AOC), appointed by the Secretary of the U.S. Department of Transportation with representation from airport operating agencies, other stakeholders, and relevant industry organizations such as the Airports Council International­North America (ACI­NA), the American Associa­ tion of Airport Executives (AAAE), the National Association of State Aviation Officials (NASAO), Airlines for America (A4A), and the Airport Consultants Council (ACC) as vital links to the airport community; (2) the TRB as program manager and secretariat for the governing board; and (3) the FAA as program sponsor. In October 2005, the FAA executed a contract with the National Academies formally initiating the program. The ACRP benefits from the cooperation and participation of airport professionals, air carriers, shippers, state and local government officials, equipment and service suppliers, other airport users, and research orga­ nizations. Each of these participants has different interests and respon­ sibilities, and each is an integral part of this cooperative research effort. Research problem statements for the ACRP are solicited periodically but may be submitted to the TRB by anyone at any time. It is the responsibility of the AOC to formulate the research program by iden­ tifying the highest priority projects and defining funding levels and expected products. Once selected, each ACRP project is assigned to an expert panel, appointed by the TRB. Panels include experienced practitioners and research specialists; heavy emphasis is placed on including airport pro­ fessionals, the intended users of the research products. The panels pre­ pare project statements (requests for proposals), select contractors, and provide technical guidance and counsel throughout the life of the project. The process for developing research problem statements and selecting research agencies has been used by TRB in managing cooper­ ative research programs since 1962. As in other TRB activities, ACRP project panels serve voluntarily without compensation. Primary emphasis is placed on disseminating ACRP results to the intended end­users of the research: airport operating agencies, service providers, and suppliers. The ACRP produces a series of research reports for use by airport operators, local agencies, the FAA, and other interested parties, and industry associations may arrange for work­ shops, training aids, field visits, and other activities to ensure that results are implemented by airport­industry practitioners. ACRP REPORT 136 Project 10­17 ISSN 1935­9802 ISBN 978­0­309­30878­6 Library of Congress Control Number 2015941738 © 2015 National Academy of Sciences. All rights reserved. COPYRIGHT INFORMATION Authors herein are responsible for the authenticity of their materials and for obtaining written permissions from publishers or persons who own the copyright to any previously published or copyrighted material used herein. Cooperative Research Programs (CRP) grants permission to reproduce material in this publication for classroom and not­for­profit purposes. Permission is given with the understanding that none of the material will be used to imply TRB or FAA endorsement of a particular product, method, or practice. It is expected that those reproducing the material in this document for educational and not­for­profit uses will give appropriate acknowledgment of the source of any reprinted or reproduced material. For other uses of the material, request permission from CRP. NOTICE The project that is the subject of this report was a part of the Airport Cooperative Research Program, conducted by the Transportation Research Board with the approval of the Governing Board of the National Research Council. The members of the technical panel selected to monitor this project and to review this report were chosen for their special competencies and with regard for appropriate balance. The report was reviewed by the technical panel and accepted for publication according to procedures established and overseen by the Transportation Research Board and approved by the Governing Board of the National Research Council. The opinions and conclusions expressed or implied in this report are those of the researchers who performed the research and are not necessarily those of the Transportation Research Board, the National Research Council, or the program sponsors. The Transportation Research Board of the National Academies, the National Research Council, and the sponsors of the Airport Cooperative Research Program do not endorse products or manufacturers. Trade or manufacturers’ names appear herein solely because they are considered essential to the object of the report. Published reports of the AIRPORT COOPERATIVE RESEARCH PROGRAM are available from: Transportation Research Board Business Office 500 Fifth Street, NW Washington, DC 20001 and can be ordered through the Internet at http://www.national­academies.org/trb/bookstore Printed in the United States of America

The National Academy of Sciences is a private, nonprofit, self-perpetuating society of distinguished scholars engaged in scientific and engineering research, dedicated to the furtherance of science and technology and to their use for the general welfare. Upon the authority of the charter granted to it by the Congress in 1863, the Academy has a mandate that requires it to advise the federal government on scientific and technical matters. Dr. Ralph J. Cicerone is president of the National Academy of Sciences. The National Academy of Engineering was established in 1964, under the charter of the National Academy of Sciences, as a parallel organization of outstanding engineers. It is autonomous in its administration and in the selection of its members, sharing with the National Academy of Sciences the responsibility for advising the federal government. The National Academy of Engineering also sponsors engineering programs aimed at meeting national needs, encourages education and research, and recognizes the superior achievements of engineers. Dr. C. D. Mote, Jr., is president of the National Academy of Engineering. The Institute of Medicine was established in 1970 by the National Academy of Sciences to secure the services of eminent members of appropriate professions in the examination of policy matters pertaining to the health of the public. The Institute acts under the responsibility given to the National Academy of Sciences by its congressional charter to be an adviser to the federal government and, upon its own initiative, to identify issues of medical care, research, and education. Dr. Victor J. Dzau is president of the Institute of Medicine. The National Research Council was organized by the National Academy of Sciences in 1916 to associate the broad community of science and technology with the Academy’s purposes of furthering knowledge and advising the federal government. Functioning in accordance with general policies determined by the Academy, the Council has become the principal operating agency of both the National Academy of Sciences and the National Academy of Engineering in providing services to the government, the public, and the scientific and engineering communities. The Council is administered jointly by both Academies and the Institute of Medicine. Dr. Ralph J. Cicerone and Dr. C. D. Mote, Jr., are chair and vice chair, respectively, of the National Research Council. The Transportation Research Board is one of six major divisions of the National Research Council. The mission of the Transporta- tion Research Board is to provide leadership in transportation innovation and progress through research and information exchange, conducted within a setting that is objective, interdisciplinary, and multimodal. The Board’s varied activities annually engage about 7,000 engineers, scientists, and other transportation researchers and practitioners from the public and private sectors and academia, all of whom contribute their expertise in the public interest. The program is supported by state transportation departments, federal agencies including the component administrations of the U.S. Department of Transportation, and other organizations and individu- als interested in the development of transportation. www.TRB.org www.national-academies.org

C O O P E R A T I V E R E S E A R C H P R O G R A M S AUTHOR ACKNOWLEDGMENTS The research presented herein was performed under ACRP Project 10­17, “Implementing Integrated Self­Service at Airports.” Barich, Inc., was the primary research consultant. Justin Phy, president of Barich, Inc., was the principal investigator. The research team was composed of Frank Barich, Peter Longoria, and Marc Gartenfeld, all of Barich, Inc.; Ron Hiscox of Airport Process Design; Trevor Clark, an independent consultant; Carolyn Binder CPA, LLC; and Scott Hyde of Ricondo & Associates. Graphics were provided by David Van Akkeren of DaSaR Productions. The research team would like to thank the following airports, airport authorities, and airlines for providing key contributions through case studies and interviews: Amsterdam Airport Schiphol (AMS) WestJet Airlines (WS) Denver International Airport (DEN) Frankfurt Airport (FRA) Copenhagen Airport (CPH) London Heathrow Airport (LHR) McCarran International Airport (LAS) Genève Aéroport (GVA) Miami International Airport (MIA) Montréal–Pierre Elliott Trudeau International Airport (YUL) Madrid­Barajas Airport (MAD) Munich Airport (MUC) Seattle­Tacoma International Airport (SEA) American Airlines (AA) KLM Royal Dutch Airlines (KL) Orlando International Airport (ORL) Tokyo Narita Airport (NRT) Iberia Airlines (IB) Lufthansa (LH) Port Authority of New York/ New Jersey (PANYNJ) Tokyo Haneda Airport (HND) Japan Airlines (JL) In addition, the research team extends its gratitude towards the following organizations and associations, for providing a platform and exposure for the project and the research topic: the International Air Transport Association (IATA), including its Passenger Facilitation Program, Passenger Experience Management Group (PEMG), and Common Use Working Group (CUWG), and Airports Council International (ACI), including its Airport Community Recommended Information Services (ACRIS) Working Group and ACI–North America Business Information Technology (ACI­NA BIT) Committee. CRP STAFF FOR ACRP REPORT 136 Christopher W. Jenks, Director, Cooperative Research Programs Michael R. Salamone, ACRP Manager Theresia H. Schatz, Senior Program Officer Terri Baker, Senior Program Assistant Eileen P. Delaney, Director of Publications Ellen M. Chafee, Editor ACRP PROJECT 10-17 PANEL Field of Operations Joan C. Zatopek, Port of Oakland, Oakland, CA (Chair) Peter Aarons, HNTB Corporation, Los Angeles, CA Siegfried C. Adler, SC Adler & Associates, Inc., Long Beach, NY Thomas Gagne, United Airlines, Houston, TX Nathalie Martel, LAVAL, Montreal, QC John Bruce Vinelli, Greater Orlando Aviation Authority (Orlando International Airport), Orlando, FL Danielle J. Rinsler, FAA Liaison Aneil Patel, Airports Council International–North America Liaison Gretchen L. Snoey, U.S. Government Accountability Office Liaison Christine Gerencher, TRB Liaison

ACRP Report 136: Implementing Integrated Self-Service at Airports provides guidelines for considering, evaluating, and making strategic decisions for implementing and optimizing a comprehensive passenger self­service experience for a variety of sizes of U.S. airports and their stakeholders. These guidelines include an inventory of self­service applications and technologies with their respective benefits; establishment of a decision­making roadmap to implement self­service; identification of associated infrastructure and airport/airline/other stakeholder integration requirements of multiple self­service applications; guidance for developing business cases for various stakeholders; determination of operational require­ ments to include staffing and maintenance; consideration of regulatory requirements and industry standards; identification of potential integrations of other non­passenger self­ service applications to facilitate employee and tenant services; and demonstration of how various stakeholder technologies can combine into one cohesive system. Bound into the report is CRP-CD-168, which provides tools to assist the user in develop­ ing an integrated passenger self­service program. The tools include the Business Case Devel­ opment Guide, the Passenger Self­Service Inventory, the Passenger Self­Service Environment Map, and Summary Descriptions of Enabling Technologies. The commercial aviation industry has and will continue to rapidly adopt self­service mod­ els for passenger service functions, but this has been done largely in a case­by­case manner. Examples include remote check­in, baggage tagging and screening, off­site baggage check­in, mobile boarding passes, dynamic way­finding, self­boarding, parking payments, concession advance purchases, border clearance, and baggage tracking. With passenger traffic growing and funding sources shrinking, airports need a coordinated and strategic approach with their stakeholders to implement self­service processes to optimize overall efficiencies and satisfy individualized passenger preferences. Under ACRP Project 10­17, research was conducted by Barich, Inc., in association with Airport Process Design, Trevor Clark, Carolyn Binder, and Ricondo & Associates, with graph­ ics provided by DaSaR Productions. Key contributions were provided through several airport site visits including Amsterdam, Frankfurt, Geneva, Montreal, and Tokyo airports; The Port Authority of New York & New Jersey airports; Orlando International; and Seattle­Tacoma International among others. Several airlines and industry associations also contributed to the research effort. This report and accompanying tools are also available on the TRB website at www.TRB.org/main/blurbs/172418.aspx. F O R E W O R D By Theresia H. Schatz Staff Officer Transportation Research Board

Note: Photographs, figures, and tables in this report may have been converted from color to grayscale for printing. The electronic version of the report (posted on the web at www.trb.org) retains the color versions. 1 Summary P A R T I Overview P A R T I I Reference Guide 7 Chapter 1 The Passenger Self-Service Vision 7 Progression of Passenger Self­Service 19 Stage 4 Reality 23 The “Applying the Passenger Self­Service Vision” Roadmap 26 Chapter 2 Applying the Vision—Planning 26 Step 1: Understand Airport Perspective 32 Step 2: Obtain Management Support 37 Step 3: Develop IPSSP Delivery Organization/Steering Committee 48 Step 4: Define Performance Measurement 52 Step 5: Evaluate Factors for Consideration 57 Chapter 3 Applying the Vision—Implementation 57 Step 6: Address Fundamental Impacts 79 Step 7: Implement Initiatives 81 Step 8: Monitor and Report 83 Step 9: Assess Next Steps P A R T I I I Integrated Self-Service Tools 87 Chapter 4 Business Case Development Guide 87 Purpose 87 How to Use the Business Case Development Guide 90 Chapter 5 Passenger Self-Service Inventory 91 Chapter 6 Passenger Self-Service Environment Map 91 Purpose 91 Features and Functionalities 91 How to Use the Map P A R T I V Appendices 95 Appendix A Glossary of Terms 100 Appendix B Annotated Resource Guide 105 Appendix C Acronyms and Initialisms C O N T E N T S