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MANAGING AIRPORTS TODAY November 2015 airportbusiness 45 fingerprint, or the scanning of the eye is going a long way toward ensuring airlines, airports, and immigration officials can maintain close watch on in-bound and outbound passengers from a security perspective, whilst processing them faster from a facilitation perspective. Additionally, technology has proven a useful tool at the airport's edge. Governments, airports and the airline industry, today more than ever, are concerned with effective border control. A con- sistent enjoyable travel experience is key to trav- el's future. New technologies such as Automated Border Control (ABC) using kiosks, electronic gates, passports and biometrics; and comple- tion of arrival documents via mobile device are all being implemented around the world today. However, this also marks a fundamental change as airports themselves may now increas- ingly be responsible for collecting and storing data. While travelers may provide biometrics data or personal flight details that can be used to get them through the airport faster, airports and airlines need to show the steps they are taking to protect the data to ensure their customers' security and privacy. Ensuring passengers that their data is protected is critical for these ser- vices if they are to gain public support and see widespread adoption. BETTER KNOWING YOUR PASSENGER Ultimately, the data that airports and airlines receive is incredibly valuable—not just as an enabler of a smoother passenger experience, but for how airports and airlines can tailor their services based on the passenger preferences. For example, data analytics and mobile device use is allowing the industry the ability to track the patterns of repeat passengers, including preferred amenities so that the next time a passenger vis- its the same airport, customized services can be immediately presented to them. Big data is allowing the industry to infer all sorts of knowl- edge about retail spending habits, shopping demographics and the like, providing passengers with more to do during their increased dwell time. Similarly, airport lounges now have tools that allow for greater passenger recognition. Through scanning a standard boarding pass, (and enhancing that with an ID check), entitled passengers seeking lounge access can enter and exit swiftly and with ease, with airlines not hav- ing to worry about unauthorized entry. WHERE WE GO FROM HERE For those in the air travel industry, these are exciting times with lofty goals set for the future. For instance, the current IATA Fast Travel pro- gram goal is to offer 80 percent of all passen- gers a secure fast travel experience, including a complete suite of self-service offerings, by 2020. To achieve these objectives will require close cooperation between all key airport stakeholders involved, and new attractive, as well as efficient, self-service offerings that passengers can rely on. Normal operations in travel will ultimately take on a new definition as technology continues to mature and evolve, and enhance the passen- ger experience. The sooner airlines, airports, and passengers realize, implement and adopt this, the sooner the standards of travel – and hence the travel experience—will improve for all. Haakan Andersson is the director of airports for Unisys Global Transportaton. 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