The state of airport passenger processing and seamless journeys

While airports worldwide have implemented multiple systems to make the passenger journey smoother, the results are mixed. For most, numerous checks involving long queues and various ways to prove identity and the right to cross borders are still part of air travel.

Digital identity and biometrics are advancing, though international standards still pose a challenge. Technology can monitor passenger flows to help airports predict peak demand and allocate staff to address process bottlenecks before they happen. Artificial intelligence-powered platforms help airlines avoid costly border documentation errors and cloud computing allows airports to maximize their existing infrastructure. 

Maurice Jenkins, CIO of Miami International Airport (MIA), believes transforming the airport experience requires a strong focus on creating a culture of innovation and addressing the needs of all customers, which requires collaboration. “If we don’t collaborate, it’s going to be very hard to innovate and change,” he said.

Innovations at MIA include developing a “Smart Airport 2.0” framework. “We want to leverage AI, IoT, and advanced data analytics just to enhance operational efficiencies in the airport and enhance the passenger experience,” Jenkins said.

“As one of the few airports delving into private wireless networks, we see huge value — high availability, secure, mission-critical applications running on it. It’s a game-changer for the future.”

By developing a private wireless network, MIA enables process improvements, which could open up more opportunities to cut down lines. “I can take a common-use kiosk, make it battery-operated, so I don’t need power,” Jenkins said. “You could check in and get your boarding pass and bag tag from either the parking garage, moving walkway or maybe the rental car center.”

Jenkins believes that seamless travel is possible and deliverable by embracing technology. “If we don’t innovate and incorporate better workflow management, business process improvements and agile methodologies, traditional brick and mortar is not going to solve it,” he said.

Cloud developments

Cloud technology has opened new avenues for minimizing physical infrastructure, reducing costs and creating flexible environments for passenger processing. Amadeus has helped advance cloud adoption with its Airport Cloud Use Service live in more than 100 airports. It allows airports to replace fixed check-in desks with roaming agents, who can assist passengers anywhere in the terminal using tablets and communal printers.

“There is a clear trend towards ‘less is more,” said Holger Mattig, senior vice president of product management at Amadeus. “Whether servers in the traditional airport core room, physical networking equipment or passenger servicing infrastructure, most airports are seeking to slim down their physical infrastructure where possible.” 

At Norway’s Avinor airports, Amadeus is implementing mobile check-in solutions. Agents will personally serve passengers of multiple airlines using an app on a tablet or mobile. “Roaming agents will be able to capture passport or biometric data and easily print bag tags or boarding passes from any kiosk throughout the terminal,” Mattig said. 

Biometric technology expedites check-in, boarding, and security, allowing passengers to pass through checkpoints without showing physical documents. After acquiring biometric systems supplier Vision-Box, Amadeus is implementing facial recognition solutions to make passport checks seamless.

Programs like the Curaçao Express Pass, which Stephan Hirmer, head of end-to-end passenger servicing at Amadeus, described as “the world’s first pre-flight biometric digital identity verification for a contactless border crossing,” enable travelers to complete border checks digitally before arriving, reducing immigration delays. 

Another way to streamline the airport experience is to cut down the time it takes for passengers to prove they can travel internationally.

Zamna AI, a PhocusWire Hot 25 Startup for 2021, helps carriers manage the complex web of international travel rules and requirements, identifying issues early to address them before passengers reach the airport. “90% of the airline costs and problems are in the ‘yellow light’ — where you need to check the passport, plus something else, plus something else. That’s what we solve,” said Irra Ariella Khi, CEO of Zamna.

The company’s end-to-end orchestration ensures airlines remain compliant and avoid costly fines while reducing manual checks. The result is that “passengers don’t feel the complexities of travel rules and documentation requirements — they just board and go.”

Zamna, which just earned its third round of funding from IAG Ventures, works in the background without interrupting the airline’s connection to its customers with a separate portal, third-party app or additional steps. It currently serves airlines in Europe and Latin America, where the complex travel rules make ensuring compliance more challenging for operators.

“If Zamna clears a passenger and an issue arises, we pay out. We’ve done this 70 million times without paying a fine because if the technology can’t clear it, we won’t clear the passenger,” Khi said. “Governments worldwide are increasingly digital, but there’s no standardization. Airlines can’t rely solely on government systems for compliance, which is why Zamna’s approach of extracting from physical documents remains essential.”

Predictive analytics allow airports to manage passenger flow proactively. Companies like Veovo are leveraging AI and historical data to forecast passenger demand and prevent bottlenecks before they arise.

If we don’t innovate and incorporate better workflow management, business process improvements and agile methodologies, traditional brick and mortar is not going to solve it.

Maurice Jenkins

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“In the past, data was mostly reactive — we could raise an alarm for a long queue, but it was already there,” Peter Knudsen, general manager at Bliptrack Veovo said. 

Passenger flow data can be gathered in various ways, either  through sensors or passengers’ electronic devices. Knudsen says LIDAR (laser imaging, detection, and ranging) technology is the next big thing. “It provides options we didn’t have before, though it’s primarily accessible to airports with deeper pockets,” he said.

Veovo’s systems help airports map the entire passenger journey, from check-in to boarding, enabling proactive staffing and resource allocation adjustments.

Information sharing

“The goal now is not just monitoring but empowering airports to anticipate and act ahead,” Knudsen said. “It’s about using data to create a better experience before passengers even feel a delay.”

Implementing advanced technologies requires cooperation across multiple stakeholders, especially in regions where third parties handle security and customs. In the United States, for example, TSA and Customs Border Patrol (CBP) control key checkpoints, limiting the airport’s ability to manage these areas directly.

“As passengers, we don’t want to understand that check-in is handled by the airline or that security is TSA’s responsibility,” Knudsen said. “We just want a smooth journey. The more stakeholders involved, the more critical it is to integrate and share information.”

Jenkins said MIA has prioritized collaboration with TSA, CBP and other partners to ensure a unified approach to passenger processing. 

“We’ve adopted the philosophy that no stakeholder is off the table,” he said. “From TSA to janitorial staff, we’re working together to find ways to use technology to improve every step of the journey.” 

Another critical factor for revenue-strapped airports and airlines is to ensure a seamless retail experience where airlines and airports can offer personalized services relevant to each stage of the journey.

Hirmer said the airport experience transforms from a functional process to a retail-centric one. For example, a roaming agent with a real-time view of flight and lounge availability would know seats are available in business class, and the lounge is half empty. The agent can suggest a last-minute upgrade with the enticement of lounge access, which the traveler can pay for immediately using a digital wallet like ApplePay.  

This approach enables airlines and airports to make real-time, personalized offers. “Real-time connectivity between delivery systems at the airport and the airline’s offer system will support far more sophisticated retailing capabilities than are possible today,” Hirmer said.

The future of passenger processing is about minimizing friction and maximizing efficiency. From digital ID and biometrics to predictive analytics and cloud-based operations, today’s technology trends show a strong movement towards an intuitive, seamless experience that empowers passengers to move smoothly through the airport.

As Jenkins said, “Our goal is to be transformative, to create an airport experience where passengers control their journey, from spending to engagement, without unnecessary interruptions.”