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From page 10... ... 10 Touchless Solutions Across the Airport Journey Areas Airport Journey Areas Operators of airports of all sizes have found strong value in walking through the passenger and employee journey across their airport while seeking ways to improve efficiency or the customers' experience. Several operators interviewed for this guide went through this exercise specifically to identify touchpoints and opportunities to provide a more touchless journey. Read the entire page →
From page 11... ... Touchless Solutions Across the Airport Journey Areas 11 Figure 4. Illustrations representing the airport journey areas. Read the entire page →
From page 12... ... 12 Toward a Touchless Airport Journey Health and Safety Revenue Generation Customer Accessibility Operational Efficiency Customer Experience Space Optimization Figure 5. Value areas of touchless solutions. Read the entire page →
From page 13... ... Touchless Solutions Across the Airport Journey Areas 13 or take steps ahead of traveling to reduce or eliminate touchpoints once at the airport. Many solutions involve providing information about services and products available at the airport that can improve guest experience and generate revenue. Read the entire page →
From page 14... ... 14 Toward a Touchless Airport Journey Getting Started: Start by opening discussions with airline stakeholders. Pre-airport entry into a VQ will most likely begin with an airline. Read the entire page →
From page 15... ... Touchless Solutions Across the Airport Journey Areas 15 a passenger without scanning a boarding pass. All of this supports a touchless experience, and it would start at the pre-airport stage of passenger enrollment into the program. Read the entire page →
From page 16... ... 16 Toward a Touchless Airport Journey Technology Readiness: Existing and mature technology. Barriers: Educating the public that these technologies are available. Read the entire page →
From page 17... ... Touchless Solutions Across the Airport Journey Areas 17 the results to the airlines and border authorities, reducing the need to stand in long queues to have paper documents veried by an agent. CBP's Mobile Passport Control (MPC) Read the entire page →
From page 18... ... 18 Toward a Touchless Airport Journey Elevator-Related Solutions Homing Automatic Scheduling Remote Calling Touchless Buttons Foot Pedal Buttons Since elevators require users to interact with physical buttons, some airports have implemented solutions that reduce or eliminate required touchpoints. One way to do this is to alter the elevator's operating patterns through homing or automatic scheduling. Read the entire page →
From page 19... ... Touchless Solutions Across the Airport Journey Areas 19 Restroom-Related Solutions Touchless Fixtures Increased Circulation Areas One-Way Airflow Restroom Use Monitoring Restroom remodeling has long been on the roadmap for most airports. In addition to installing touchless xtures, toilets, and dispensers, airport operators have looked for ways to present a cleaner environment. Read the entire page →
From page 20... ... 20 Toward a Touchless Airport Journey Since there are still several surfaces that passengers and employees are required to touch throughout the airport campus, cleaning standards have been enhanced, and several technologies have been introduced to mitigate the eects of required touchpoints. Cleaning protocols vary greatly across airports, but all have the intention of reducing germs on high-touch surfaces. Read the entire page →
From page 21... ... Touchless Solutions Across the Airport Journey Areas 21 Technology Readiness: Existing and emerging technology. Barriers: It is necessary to inform the public that these technologies are available. Read the entire page →
From page 22... ... 22 Toward a Touchless Airport Journey Smart Building Systems Lighting Ventilation Heating and Cooling e use of smart building systems can regulate various components, including lighting and ventilation, without users needing to continually interact with controls. Lighting is controlled based on occupancy and outdoor natural light levels; ventilation is driven by CO2 sensors and outdoor temperature to modulate indoor air requirements. Read the entire page →
From page 23... ... Touchless Solutions Across the Airport Journey Areas 23 Getting Started: Airports can add static signage on the oors, walls, and overhead. As signage is used in all areas of the airport, consider developing a signage plan to help identify priority areas and to establish a means of considering new signage points. Read the entire page →
From page 24... ... 24 Toward a Touchless Airport Journey Honorable Mention Solutions e following solutions may not be as valuable as those already mentioned, or they may already be ubiquitous across the industry. • Personal hygiene and health-related solutions: In response to the pandemic, most airports began to add personal hygiene and health-related solutions around the terminal. Read the entire page →
From page 25... ... Touchless Solutions Across the Airport Journey Areas 25 with people to complete the intermodal transfer, whether through a prebooked car parking reservation and payment or prebooked public or private transit options. e following solutions can help make these areas more touchless. Read the entire page →
From page 26... ... 26 Toward a Touchless Airport Journey Implementation Highlights: Airports such as SFO, RNO, SMF, ATL, SEA, and TUS have implemented parking pay-on-foot kiosks. RDU customers have the option of contactless payments using their smart phone and watches. Read the entire page →
From page 27... ... Touchless Solutions Across the Airport Journey Areas 27 system that eliminates the need for large holding areas at JFK, LGA, and EWR. Read the entire page →
From page 28... ... 28 Toward a Touchless Airport Journey Technology Readiness: Existing and emerging technology. Barriers: Barriers exist in the areas of cost-benet, technology readiness, and buy-in from users. Read the entire page →
From page 29... ... Touchless Solutions Across the Airport Journey Areas 29 Self-Service Kiosks Mobile Screen Control Key Fobs Hover Screen Control Self-service kiosks allow users to complete functions without the direct assistance of an employee or agent. In this portion of the journey, self-service kiosks can allow passengers to check-in for their ight, purchase seat upgrades, change seat assignments, and print baggage tags. Read the entire page →
From page 30... ... 30 Toward a Touchless Airport Journey are members of Delta's SkyMiles program and TSA PreCheck can use their face to complete the self-service bag-drop process. Other airports with self-service bag-drop units include DEN (45) Read the entire page →
From page 31... ... Touchless Solutions Across the Airport Journey Areas 31 Technology Readiness: Existing and emerging technology Barriers: ere are barriers in privacy regulations, the need for user buy-in, and a seamless opt-in process. See the "Pre-Airport" section of this guide for more detail. Read the entire page →
From page 32... ... 32 Toward a Touchless Airport Journey Honorable Mention Solutions Honorable mention should be made for the following solutions in this area of the journey: • Spirit Airlines' virtual assistance implementation of the baggage service oce: Instead of stang agents in a small baggage service oce, Spirit has added QR codes on signage and allowed passengers to interact with virtual agents to make a claim for lost baggage. • Retail, food and beverage purchase, and delivery options should also be considered for this portion of the journey (see the "Airside" section for additional technology details) Read the entire page →
From page 33... ... Touchless Solutions Across the Airport Journey Areas 33 sophisticated algorithms that can detect explosives, weapons, and other prohibited items in checked baggage. e CT scanners reduce the need for baggage to be manually checked by a TSA agent. Read the entire page →
From page 34... ... 34 Toward a Touchless Airport Journey Getting Started: VQ solutions at the checkpoint involved the airport, airline, and TSA. To get started, discuss the options and desires of your stakeholders. Read the entire page →
From page 35... ... Touchless Solutions Across the Airport Journey Areas 35 Baggage Screening Systems Like the larger CT x-ray baggage screening systems, smaller versions of the CT are used at the TSA checkpoint to screen carry-on baggage. e systems provide 3D images that can be rotated on three axes for complete image analysis. Read the entire page →
From page 36... ... 36 Toward a Touchless Airport Journey Getting Started: Some implementations are achieved with a camera mounted on a pole. ough it does not include a physical gate, it can be an eective way to verify passengers. Read the entire page →
From page 37... ... Touchless Solutions Across the Airport Journey Areas 37 Self-Service Kiosks Self-service kiosks allow users to complete functions without the direct assistance of an employee or agent. During this portion of the journey, passengers can use Global Entry selfservice kiosks, which allow eligible passengers to scan their passport, submit ngerprints or facial biometrics, and complete their customs declaration. Read the entire page →
From page 38... ... 38 Toward a Touchless Airport Journey See the "On-Airport" section of this guide for additional solutions that may apply to this area, depending on the specics of your airport. Solutions that specifically apply to areas such as holdrooms, airside concessions and shopping, and other amenities. Read the entire page →
From page 39... ... Touchless Solutions Across the Airport Journey Areas 39 Food Ordering and Delivery Contactless Payment Self-Service Kiosks Self-Service Tablets Mobile App Online Purchase (Pickup or Delivery) Delivery Robots Although not fully touchless, food ordering kiosks or tablets enable passengers to bypass the long lines and order food without sta interactions. Read the entire page →
From page 40... ... 40 Toward a Touchless Airport Journey Honorable Mention Solutions Honorable mention should be made for the following solutions in this area of the journey: • Access control systems help secure sensitive areas of the airport from the traveling public (see "Back of House" section below for additional technology details) Read the entire page →
From page 41... ... Touchless Solutions Across the Airport Journey Areas 41 • MSP implementation of an automated solution for Part 139 Airport Certication inspections required by the Federal Aviation Administration. • Self-sanitizing gloves provide an innovative approach to eliminating the spread of contaminates in operating areas. Read the entire page →

From page 10...

... 10 Touchless Solutions Across the Airport Journey Areas Airport Journey Areas Operators of airports of all sizes have found strong value in walking through the passenger and employee journey across their airport while seeking ways to improve efficiency or the customers' experience. Several operators interviewed for this guide went through this exercise specifically to identify touchpoints and opportunities to provide a more touchless journey.