In the effort to provide a seamless and personalized passenger journey to air travelers, the aviation industry must continuously adapt to market changes and new technology. The Passenger Experience manuals provide industry guidance, recommended practices as well as technical standards to improve customer experience in air travel.

Download the "Global Passenger Survey Highlights"

 

Discover the key findings on preferences and expectations of travelers, from attitudes towards the use of biometrics, carbon offsetting behaviors, through travel disruptions, transfer and queuing processes at the airport or finding alternative ways for the baggage journey.

 

Manuals & Guidelines

Click on your manual of interest to learn more.

 

Passenger Services Conference Resolution Manual (PSCRM)
Passenger Services Conference Resolution Manual (PSCRM)
The PSCRM includes all resolutions and recommended practices that have been universally agreed upon by airlines to process passengers and baggage for both online and interline carriage.
Global Passenger Survey (GPS)
Global Passenger Survey (GPS)
The GPS provides in-depth insights into the preferences and behaviors of air travelers around the world. The PDF report outlines results on a global level, while the data viewer includes a detailed overview of passenger preferences.
Airport Development Reference Manual (ADRM)
Airport Development Reference Manual (ADRM)
Considered as the industry’s most important guide for airport planning and development, the ADRM provides guidance for developing airport infrastructure that balances capacity with demand and efficiently meets user requirements.
Travel Information Manual (TIM)
Travel Information Manual (TIM)
The TIM manual has been trusted since 1963. The TIM supplies reliable and comprehensive up-to-date travel requirements for international air passengers and is updated monthly.
IATA Technical Peripheral Specifications (ITPS)
IATA Technical Peripheral Specifications (ITPS)
The ITPS includes exchanges of Departure Control Systems (DCSs) to device communication and all device responses. These are required in order to use standard airline devices defined for "Common Use" .
Baggage Reference Manual (BRM)
Baggage Reference Manual (BRM)
The BRM contains best practices in baggage operations and policy. By applying these baggage operations, you can reduce the number of mishandled bags and related costs.

 

 

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