How can you improve passenger screening at airports?

1 Adopt advanced technology

One of the most obvious ways to improve passenger screening is to use advanced technology that can detect threats faster, more accurately, and more conveniently. For example, biometric systems can verify the identity and eligibility of passengers using facial recognition, fingerprint, or iris scanning, reducing the need for manual checks and documents. Similarly, automated screening lanes can speed up the baggage screening process by using RFID tags, conveyor belts, and multiple bins, allowing passengers to move through the checkpoint more smoothly. Additionally, explosive detection systems can scan for explosives in liquids, aerosols, and gels, eliminating the need to remove them from carry-on bags.

2 Train and empower staff

Another way to improve passenger screening is to train and empower staff to perform their duties professionally, courteously, and confidently. Staff should be well-versed in the screening procedures, protocols, and regulations, as well as the latest technology and equipment. They should also be able to communicate clearly and effectively with passengers, explaining the screening process and addressing any questions or concerns. Moreover, staff should be empowered to make decisions and resolve issues on the spot, without compromising security or customer service. For example, staff should be able to expedite the screening of passengers with special needs, medical conditions, or urgent situations, as well as to handle complaints or disputes in a respectful and constructive manner.

3 Segment and prioritize passengers

A third way to improve passenger screening is to segment and prioritize passengers based on their risk profile, travel purpose, or loyalty status. This can help optimize the allocation of resources and reduce the waiting time and inconvenience for different types of passengers. For example, airports can implement pre-check programs that allow low-risk passengers who have undergone background checks and security interviews to access expedited screening lanes, where they do not have to remove their shoes, belts, or laptops. Alternatively, airports can offer premium screening services that allow high-value passengers who pay a fee or belong to a frequent flyer program to enjoy faster and more personalized screening.

4 Educate and engage passengers

A fourth way to improve passenger screening is to educate and engage passengers about the screening process and their role in it. Passengers should be informed about the screening requirements, procedures, and expectations before they arrive at the airport, through various channels such as websites, apps, social media, or email. They should also be reminded about the screening rules and tips at the airport, through signage, announcements, or flyers. Furthermore, passengers should be engaged in the screening process and encouraged to cooperate and comply with the staff and the technology. For example, passengers should be asked to prepare their bags and belongings for screening, to follow the instructions and directions of the staff and the equipment, and to provide feedback and suggestions for improvement.

5 Monitor and evaluate performance

A fifth way to improve passenger screening is to monitor and evaluate the performance of the screening process and identify areas for improvement. Airports should collect and analyze data on the screening outcomes, such as the number of passengers screened, the screening time, the detection rate, the false alarm rate, the customer satisfaction, and the staff productivity. They should also benchmark their performance against industry standards and best practices, and learn from the experiences and innovations of other airports. Moreover, airports should conduct regular audits and inspections of the screening process and equipment, and address any issues or gaps that may affect the quality or efficiency of the screening.

6 Innovate and experiment

A sixth way to improve passenger screening is to innovate and experiment with new ideas and solutions that can enhance the screening process and experience. Airports should foster a culture of innovation and experimentation among their staff, partners, and stakeholders, and encourage them to propose and test new concepts and technologies that can improve passenger screening. They should also collaborate with other airports, regulators, researchers, and vendors to share knowledge and insights, and to pilot and scale up promising innovations. For example, airports can explore the use of artificial intelligence, machine learning, or blockchain to improve the accuracy, speed, or security of passenger screening.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?