The TSA is pursuing a number of initiatives to integrate security into the check-in process, including Secure Flight, 2D barcoded boarding passes, VIPR Operations and random and unpredictable screening procedures.

The BPSS concept was initially developed in response to increasing security concerns involving the use of duplicate boarding passes to access sterile areas. While convenient for passengers, the ability to print boarding passes at home and use mobile (electronic) boarding passes increases the potential of duplication. “In designing the trial system it became apparent that the system could address all security concerns and also provide data that can be used to enhance performance and increase customer service,” said Burden.

CATSA’s involvement in the BPSS trial was from April 2009 to June 2009, however, due to the success of the system it remains in operation under the control of Aéroports de Montréal. The objective of the trial was to verify that the boarding pass validation process, performance monitoring and breach resolution process could all be enhanced without negatively impacting on CATSA screening operations. The other primary objective was to prepare for national deployment by testing various models of scanners and testing various operational processes.

‘Exception handling capability’

The trial system is deployed at the domestic PBS checkpoint at Montréal Trudeau, where bar code scanners were installed at the front of the queue and at each of the seven screening lines. Both paper and electronic boarding passes are scanned with support for many different formats. “Exception handling capability is a necessary feature to address those boarding passes without a bar code or with non-readable bar codes,” said Burden. “A touch screen monitor with a simple, easy-to-use interface is used by the Screening Officers to populate a limited amount of data when these exceptional situations occur. The increased adoption of 2D bar codes by air carriers over time will limit the exceptions and result in faster service.”

The BPSS provides benefits to the travelling public, as well as all stakeholders involved. A primary benefit that became apparent early in the trial was providing the capability of notifying passengers before they enter a queue that they were at the wrong checkpoint.

Passengers first have their boarding passes scanned when entering the queue. Using a wireless handheld device, this scan is able to validate the boarding pass and performs checks including the date, time, airport, location and whether there are any duplications. The passenger then waits in line and is scanned again at the front of a screening line just before the X-ray. Burden explained that the time stamp between these two scans provides automated wait time statistics. “Data entry only occurs at the second scan point in that it is the location that minimizes unnecessary wait time. The time stamps at each screening line provide accurate throughput statistics. All data collected is used to better plan services and manage passenger expectations,” he said.

Timely breach resolution is critical to security management. This system enhances this process by providing passenger names and flight numbers, which can be used to quickly locate a passenger following a breach and avoid a costly holdroom re-screening process. “The privacy of passengers is another key aspect of this project. That is why it is important to note that this data is only used in the rare instance of a breach and is deleted from the database every 24 hours so that this data is not retained,” said Burden. “When designing a system of this scale it is essential to conduct trials to validate requirements and assumptions and most importantly to determine how it will impact airport operations. There were many valuable lessons learned from this trial, which were incorporated into the new system design that will be deployed nationally following a formal request for proposal contracting process.”

In order to maximize benefits, the BPSS project is dependent on all airlines using 2D bar codes on their boarding passes. This includes carriers such as the international carriers flying into Toronto and Vancouver, smaller carriers flying dedicated routes with smaller aircraft and all of the US carriers. Currently, not all carriers are using the 2D bar code.

BPSS benefits

The trial system is deployed at the domestic PBS checkpoint at Montréal Trudeau, where bar code scanners were installed at the front of the queue and at each of the seven screening lines.

The BPSS provides benefits to the travelling public, as well as all stakeholders involved. A primary benefit that became apparent early in the trial was providing the capability of notifying passengers before they enter a queue that they were at the wrong checkpoint. This avoids wasted time and potentially missed flights.

“Although not immediately visible to passengers, the system provides valuable performance metrics to CATSA which can be used to improve performance and enhance customer service. Automated wait time data and more accurate throughput data will result in better service planning for CATSA, airports and air carriers,” said Burden.

Enhancing the passenger experience

A key element of the Boarding Pass Security System is enhancing the passenger experience at Pre-Board Screening. Burden explained that for CATSA, customer service is an essential element of the screening process and is becoming increasingly important. Due to the proliferation of self-service check-in and bag drop, CATSA is becoming in many cases the first point of human contact that passengers have in a Canadian airport. “The passenger experience will be enhanced by providing courteous and professional services, making the screening process less stressful, minimizing wait times and maximizing throughput,” said Burden.

Throughput rates can be increased through the use of advanced technology and modifications to the screening process that permits segregation of passengers and bags that require additional screening. Key to this is identifying where the bottlenecks exist and how they can be reduced. A current trial at the Regina International Airport will focus on passenger education and encouraging active participation in the screening process. “As passengers learn to properly divest, alarm rates will decrease resulting in higher throughput,” said Burden. “In addition, the process will be adjusted to screen those passengers that alarm in a separate area such that it does not impede the flow of passengers who do not alarm.”

In the current screening process, CATSA must by regulation conduct various random searches on bags and passengers. These functions are incorporated into the standard process whereby it is conducted at all locations within a checkpoint. CATSA is trying something different at Ottawa International Airport where a full search lane has been established. “At this full search lane, all random search targets for the entire checkpoint will be achieved thereby removing the requirement from all other screening lines. This will result in higher throughput rates at all screening lines other than the full search lane,” said Burden.

CATSA will start to deploy split lanes at PBS checkpoints, which permit automated diversion of bags requiring supplemental search. This parallel conveyor at the end of the X-ray provides physical separation of these bags and allows expedited flow of passengers whose bags do not require a search. “All of these proposed changes must be properly designed and customized to the CATSA screening environment, such that all components integrate into a seamless system,” said Burden.

Checkpoint of the future

CATSA is actively pursuing multiple concept of operations trials at PBS checkpoints to determine the optimal blend of effectiveness (security), efficiency, consistency and customer service that when combined will form the CATSA PBS checkpoint of the future.

CATSA is currently testing different devices which provide electronic random selection of passengers for random search. Early indications are that passengers prefer the use of this technology, which directly addresses incorrect perceptions of targeted searches.

According to SAS, 98% of passengers with checked baggage preferred fingerprint identification tto showing their passport.

SAS passengers taking domestic flights within Scandanavia are now familiar with the option of being able to check-in at the airport with a scan of their index finger – a step up from using traditional forms of ID that is still commonly used as a security process across airports.

While passengers with baggage have been able to choose how they check-in, 98% of customers have so far preferred the biometric solution – a statistic that SAS airport self-service manager Helena Tranaeus-Bonnedahl is proud of. “In an industry that is so used to dealing with increased security regulations, it is really good to have found a solution that is good for the airline and good for the passengers, because they have approved it. Passengers are very positive and the feedback we’re getting is that they think it is a way of helping to achieve a smoother and easier way of travelling,” she said.

SAS developed the fingerprint technology with Precise Solutions in response to increased EU security regulations, stipulating that airlines must verify that a passenger travelling with baggage boards the plane.

The baggage kiosk is the first port of call for the customer choosing the biometric option. After choosing how many pieces of baggage they have, the kiosk prints off the required number of baggage tags. The passenger then takes the luggage to the baggage drop, where they place their index finger into a fingerprint reader. The baggage tags are then scanned and attached to the bags, to confirm that they belong to the passenger.

This was not the only advanced security measure to be tested by the airline. “We had trialled iris and fingerprint check-in, but we found that the fingerprint process went more smoothly than the iris scan and was more user friendly,” said Tranaeus-Bonnedahl. “The system is stable and everything has gone well – and we can’t see why we shouldn’t implement it across international flights in the future.”

Following its success, the airline is also planning to expand its biometric solution across the international market.

Following positive feedback, SAS further extended the fingerprint-based biometric security solution at the beginning of this year to routes from Stockholm Arlanda to Lulea and Gothenburg, and from Gothenburg to Arlanda. Since December 2006, the biometric solution for baggage handling has been rolled out at all SAS Sverige’s domestic destinations (with the exception of Örnsköldsvik) with approximately 50% of all passengers on SAS domestic flights traveling with baggage having the capability to utilize the biometric solution. “Surveys from our domestic destinations show that customers feel very positively about biometrics. Consequently, passengers travelling with SAS from Arlanda and Gothenburg should also be given the opportunity to utilize this option. Our next step includes making plans to make this possible for our customers on international flights”, said Susanne Dahlberg, commercial director, SAS Sverige.

Susanne Dahlberg, commercial director, SAS Sverige: “Identifying themselves by providing fingerprints will facilitate our customers’ travel and is entirely voluntary, since the use of ordinary ID documents is still an option. Personal integrity is protected because the information concerning the fingerprint is erased at the end of the flight.”

The solution, devised by Precise Biometrics, was in response to a new directive stating that airline companies must verify that a passenger with baggage also boards the plane, and that the process does not hinder the efficiency of the check-in and boarding process. Precise Biometrics’ CEO Thomas Marschall said: “The travel and flight industry is an expanding and interesting market segment that we have been working towards for some time now. We believe that our solution will generate interest and business opportunities from other international airline companies that understand the financial advantages of self-service in combination with increased security. Fingerprint recognition offers enhanced security, efficient self-service and passenger flow, which in turn saves money.”

Susanne Dahlberg, commercial director, SAS Sverige: “Identifying themselves by providing fingerprints will facilitate our customers’ travel and is entirely voluntary, since the use of ordinary ID documents is still an option. Personal integrity is protected because the information concerning the fingerprint is erased at the end of the flight.”

Biometric check-in: simple and secure

The process is simple. Passengers can choose to check in at the SAS self-service kiosks or manual desks. If they choose a kiosk, the passenger specifies the number of bags to be checked-in and baggage tags are printed. The passenger walks over to the baggage drop where they are asked to place their finger on a fingerprint reader. Once the baggage tags are scanned, they are attached to the bags and a match is verified, confirming the baggage belongs to the passenger. Security is further enhanced when passengers board the plane as they are asked to place their finger on a fingerprint reader, which then verifies that both the passenger and baggage is on board the aircraft.

“Identifying themselves by providing fingerprints will facilitate our customers’ travel and is entirely voluntary since the use of ordinary ID documents is still an option. Personal integrity is protected because the information concerning the fingerprint is erased at the end of the flight,” said Dahlberg.

Educational process counteracts potential difficulties

Such innovation often requires an educational process that familiarises staff and passengers with the process to ultimately ensure that operations run as smoothly as possible. Mikael Lindberg, SAS press secretary, said: “It is essential that the airport staff are both aware and confident of the process so that they can assure passengers of any hesitations, such as privacy concerns. Undoubtedly, the airport staffs behaviour reflects onto the behaviour of the passenger. In addition, there are a number of detailed brochures located around the airport and at check-in, which inform passengers of how to use the biometric check-in and what the benefits are. As it is an innovative system, there has been substantial media coverage, which will have an educational effect as well.”

Mikael Lindberg, SAS press secretary: “In the beginning particularly, passengers could feel slightly awkward about the process, with passengers and airports fearing how the their personal information would be used. However, the educational process has been instrumental in assuring and educating passengers that it is simply a verification process not an identification process.”

Citing the convenience, safety and enjoyment of the passenger as utmost priorities, Lindberg is satisfied that the biometric check-in benefits fully justify the initial investment. When questioned over the processes flaws, he believes that the educational process is effectively counteracting any potential disadvantages. Lindberg said: “In the beginning particularly, passengers could feel slightly awkward about the process, with passengers and airports fearing how their personal information would be used. However, the educational process has been instrumental in assuring and educating passengers that it is simply a verification process not an identification process and that the information is erased after the flight. In addition, it was very important in the beginning particularly, that the passengers understood the process so that passengers and airport operations were not slowed in any way. I think that we have achieved this as the biometric check-in is faster than traditional check-in.”