Passenger Facilitation Performance Metrics Handbook (2020)

The handbook provides key tools for airports as they manage the flow of passengers and baggage in a safe and secure way, while meeting and exceeding passenger expectations. It will help airports identify and employ different types of key performance metrics in passenger facilitation and will describe how they can benefit from emerging trends in the use of airport data to improve communication between airports, airlines, and government agencies.

The handbook includes:

• examples of actions and best practices
• a comprehensive overview of the use of performance metrics
• a diverse range of case studies from airports around the world
  a list of metrics and measurement tools related to service quality, and
• an overview of recent research undertaken on the use of facilitation performance metrics.