Delivering a positive, smooth experience for travelers remains a key priority for airports. In this regard, security solutions can help. This article looks at how airport operators can leverage security technologies to enhance the overall passenger experience.
Contactless access control
Contactless access control can help make the screening process faster and more efficient. This, in turn, can reduce wait time and make the overall airport journey more positive. “Contactless access control through barcode scanning is one example of a faster screening procedure that’s been adopted widely. This helps to keep the flow of people moving smoothly, but doesn't impact the customer's sense of feeling safe,” said Noah Price, International Academy Director at G4S.
Biometric technologies such as facial recognition, fingerprint scanning, and other solutions can also help streamline check-in and security screening procedures, allowing passengers to pass through checkpoints faster. We’ll take a deeper look at this in an upcoming article.
Less intrusive security checks with advanced technologies
Security checks can be exhausting and sour the passenger experience. Having to take out your laptop, smart device and other electronics from your carry-on bag, as well as take off your jacket, belt and shoes for body scans can be quite annoying, especially if you’ve been standing in line for a long time and your boarding gate will close soon. In this regard, newer technologies such as 3D CT scanners allow for more efficient screening of carry-on bags without requiring passengers to remove electronics items. Meanwhile, deploying body scanners or sensors that don’t require passengers to remove articles of clothing can also enhance the passenger experience by making the process quicker.
Video analytics and unified security platforms
Finally, video analytics and unified security platforms can also help make the passenger experience smoother and more seamless.
“Challenges that all airport leaders are grappling with include wait times during check-in, security screenings, and even at shops, restaurants, or boarding gates. Bottlenecks can occur when passengers use the same route to navigate through an airport. Lounges and waiting areas may become overcrowded during peak times. Video analytics, powered by AI, can help leaders and operators proactively improve the customer experience by alerting to possible overcrowding or long queues, giving operators the opportunity to allocate more resources or redirect passengers to quieter areas and routes,” said Kevin Müller, Sales Director for the Nordics at Milestone Systems.
Jared Mossman, Account Executive for Airports at Genetec, meanwhile touts the benefits of unified security platforms, which he stresses can streamline screening processes by integrating data from video analytics, sensors, and access control systems. “By monitoring queues in real-time and identifying overcrowded areas, these platforms enable security teams to adjust staffing or open additional lanes, significantly reducing wait times. Video analytics further enhance situational awareness, ensuring that airport staff can address bottlenecks proactively,” Mossman said.
He adds: “Improved coordination between operations and security enhances the overall journey. Unified systems that track passenger flows from check-in to boarding and provide clear communication and direction for the passenger can provide valuable insights into customer behaviors. Airports can leverage this data to optimize retail and dining experiences, directing passengers to less crowded areas or offering targeted promotions based on their location and preferences.”
Last word: Balancing between security and passenger experience
Needless to say, security is of utmost importance for airport operators. But it’s also important to note that tight security should not come at the expense of poor passenger experience, which can damage an airport’s reputation and impact its revenue streams. A proper balance, then, must be stricken between security and passenger experience.
“While comprehensive security is paramount in airport environments, intrusive security practices can frustrate passengers and disrupt the flow of airport operations. Outdated practices, such as lengthy manual inspections and uncoordinated systems, can slow passenger flow and create a stressful travel experience. To avoid these issues, airport security operations can implement intelligent monitoring and situational awareness solutions that offer comprehensive and thorough threat detection while maintaining a positive, welcoming environment for passengers passing through security checkpoints,” said Greg Colaluca, GM of Intellicene.