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Narita Airport's journey for establishing an end-to-end biometric passenger experience
Journal of Airport Management,
17
(1),
27-43
(2022)
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
The full article is available to subscribers to the journal.
Author's Biography
Hideharu Miyamoto was appointed Executive Director and Executive Divisional Director of Corporate Planning Division in June 2021. He oversees corporate strategies, investment planning and international affairs at Narita International Airport Corporation (NAA). He joined New Tokyo International Airport Authority, predecessor of NAA in April 1986. Since joining the NAA, he has been assigned to various positions and has extensive knowledge of IT planning, passenger terminal management and human resource management. From November 1989 to December 1991, he was seconded to Research & Planning of Ministry of Land, Infrastructure, Transport and Tourism (MLIT), where he was in charge of Japan's airport development planning. From July 1996 to August 1998, he was seconded to the Heathrow Airport Office of Japan Airlines in the UK, where he gained knowledge in airport operations and management from the perspective of the airline. Prior to the current position, he served as Senior Executive Officer and Deputy Executive Divisional Director of Corporate Planning Division since July 2019. He obtained a Bachelor of Geophysics from Ibaraki University in 1986.
