WP4 R&D Mobility Fund – SmartAccess | Technology and Pax Satisfaction

Technology has a prominent position when thinking about automation and digitalization of operational processes in airports. IoT makes it possible for smart devices to be an even greater asset to airports. Today this is taking place in security, an area of the airport that follows strict rules and regulations. The focus is on what this uprise in technology means for the passengers and their journey. The experience and level of satisfaction oftentimes determine if a passenger travels through a specific airport, hence, it is important to understand today’s passengers’ perception of the security screening process and how can technology be used to improve their overall experience and increase satisfaction.

In the first semester of this year, Ray Tanaka started the final phase of his bachelor's study at the University of Applied Sciences. For his bachelor thesis, his research was aimed at identifying and understanding the passenger experience and satisfaction with technology used within airports’ security checkpoint processes.

For this research, information was gathered through theoretical and empirical research to get an understanding of the security screening process and find solutions that help with the objective of the research. Through a set of surveys, structured data was collected to get a preliminary understanding of the experience of different types of passengers within the various sub-processes of airport security screening. Specifically, four technologies were investigated to identify the effect they have on passenger experience: facial recognition, contactless technology (NFC), smartphone applications, and self-service technology.

After analyzing the answers of 98 respondents. The gathered data indicated that all of the four technologies could be implemented at airport security to enhance the overall passenger experience and increase satisfaction. Facial recognition (56%), contactless technology (39%), smartphone applications (44%), self-service technology (58%).
It is worth mentioning that 60% of respondents are willing to share private information to enhance their experience with the use of technology.

Based on these findings, it is clear implementation of facial recognition, contactless technology, smartphone applications, and self-service technology has promising potential. Through devices that are already part of passengers’ daily use. However, it is important to consider the willingness of passengers to share private information. Airports can utilize this only if they strike a balance between enhanced security measures and maintaining individuals’ privacy. Ultimately, this study provides valuable insights on the integration of technology in airport security checkpoints creating opportunities to enhance security experience and increase passenger satisfaction.