Rapporteur Summary of Day 2

Speaker

Solomon Wong, President and CEO, InterVISTAS Consulting

Solomon Wong provided a summary of some of the key insights offered by the Insight Event participants. He began by describing many collaborative efforts among the TSA, airlines, airport operators, planners, designers, and architects that have resulted in better design documents, such as the TSA’s Checkpoint Requirements and Planning Guide for security screening checkpoints.

Unlike CBP’s ATDS, the TSA document has an ongoing revision process that defines a vision for expected outcomes and innovation in security screening. At least once a year, a forum enables active input and dialogue on best practices and modernization, a process that CBP could adopt. Many forums already exist but could be strengthened to fully detail the future-proofing of facilities as they are being designed for a life cycle of multiple decades of operations.

Wong further outlined some of the flow diagrams depicted earlier, including changes before departure, after arrival, and for connections. The three key focus areas of the event are discussed in the following paragraphs (and shown in Figure 19):

Before the Flight

The importance of bidirectional communication that enables passengers to accurately determine whether they have fully met all border, immigration, and health check requirements and are thus ready to fly cannot be overstated. This crucial function addresses the confusion and anxiety passengers often experience about their travel clearance status. By providing passengers with clear, real-time updates on their readiness to travel, airports and CBP facilities can offer passengers peace of mind and a smoother travel experience.

The future of efficient FIS processing of arrivals hinges on the concept of moving border clearance overseas, so that many of the necessary checks and clearances are completed before passengers board their flights to the United States. An app could

provide a practical solution to achieve this outcome, offering a centralized platform where passengers can receive updates and complete required procedures. However, the success of this approach depends on robust real-time data sharing among all stakeholders, including CBP, airlines, and airports.

Clear and timely data sharing helps CBP to manage passenger flows more effectively. Passengers can be directed to the appropriate channels, ensuring that those who need additional checks or have unresolved issues are identified and their issues addressed long before they arrive in the United States. This proactive approach helps to resolve issues early, reducing time-consuming bottlenecks and enhancing the overall efficiency of the arrival process.

Ultimately, this set of design factors will enable the optimal use of airport space in the United States. By ensuring that passengers are well prepared and cleared before arrival, airports can streamline their operations, reduce congestion, and create a more pleasant experience for travelers. This forward-thinking approach not only boosts security and efficiency but also facilitates the seamless movement of passengers through the airport, making the journey into the United States as smooth and stress-free as possible.

Upon arrival

Providing passengers with a seamless, efficient arrival experience in the United States is essential. Rather than viewing FIS facilities as a series of queues and checkpoints, the goal should be to manage passenger flows as a continuous process, creating a smoother, more efficient journey for all.

By shifting to a flow-through model, CBP facilities can significantly enhance the passenger experience. The flow-through approach minimizes waiting times and reduces the stress associated with multiple queues and checkpoints. Passengers can move smoothly through the process, feeling welcomed and valued from the moment they arrive. This improved process is particularly important for passengers with diverse language needs, physical abilities, or statuses, to ensure that all travelers receive the support and assistance they require.

Managing continuous passenger flows also enables for better utilization of airport space and resources. By reducing bottlenecks and streamlining operations, airports can create a more pleasant and efficient environment. Not only is the overall experience for travelers improved, but also the United States’ reputation as a welcoming destination is enhanced.

Ultimately, the goal is to create a positive first impression for all passengers arriving in the United States. By transforming CBP facilities to focus on continuous passenger flow and providing a seamless experience, airports can ensure that travelers feel comfortable, respected, and excited about their journey.

Connections

Participants described the objective of improving connections as decreasing the number of steps a passenger has to take and reducing journey time. Connecting flights, whether interline or online, are indeed the lifeblood for network carriers, enabling passengers to arrive in the United States and seamlessly connect to their next flights. When connections are streamlined, airlines can maximize aircraft and equipment utilization, optimize schedules and aircraft turnaround time, reduce operational costs, and ensure a smooth travel experience for passengers.

A lengthy connecting process can have significant negative impacts. Passengers may face extended wait times and missed connections, causing delays and disruptions to their travel plans. For airlines, prolonged connecting times mean that aircraft are grounded longer than necessary, reducing their availability for other flights and limiting efficiency.

Moreover, longer connection processes can affect an airline’s overall competitiveness. Airlines must prioritize efficient connecting processes to retain and attract customers and remain competitive in the market, since passengers are more likely to choose

carriers that offer quick and hassle-free connections that improve their travel experience and reduce their total journey time.

In summary, efficient connections are vital for both passengers and airlines. They enable passengers to reach their destinations promptly and comfortably while allowing airlines to better utilize equipment and maintain high operational efficiency. By focusing on improving connecting processes, airlines can enhance the overall travel experience, increase customer satisfaction, and optimize their resources.