Narita Airport's journey for establishing an end-to-end biometric passenger experience

Hideharu Miyamoto
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Hideharu Miyamoto: Executive Director, Executive Divisional Director, Corporate Planning Division, Narita International Airport Corporation (NAA), Japan

Journal of Airport Management, 2022, vol. 17, issue 1, 27-43

Abstract: The paper shares the experience, challenges and efforts to introduce expedited pre-boarding passenger at Narita Airport through digital technology under the impact of COVID-19. The digitalised ‘Fast Travel’ processing enables more stringent ID checks with consistency, improved efficiency and customer experience using biometric and automation technology to achieve the following improvements in customer experience triggered by a survey conducted by the International Air Transport Association (IATA). The paper also covers pending issues, such as the lack of stress testing and identification of issues that require improvement to serve a larger mass traffic volume as cross-border travel restarts around the world. It is hoped that the contents of the paper may contribute to inspire airports and stakeholders around the world to jointly establish a digitalised pre-boarding procedure that is globally interoperable with a standardised processing and synchronisation of datasets that is protected by a holistic security framework.

Keywords: automation; boarding; biometric; customer experience; digital; passenger process (search for similar items in EconPapers)
JEL-codes: M1 M10 R4 R40 (search for similar items in EconPapers)
Date: 2022
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