Module No.
2
Passenger Profiling
Contents
Passenger Profiling: VVIP, VIP, CIP , UNM , ABP and UBP and Special Assistance
Required Pax
Leisure and Business Travelers
Transfer and Transit Passengers
Facilities and Services provided at Airports for passengers.
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Passenger Profiling:
The Transportation Security Administration is able to focus its time-consuming and expensive
inspection efforts on the passengers who have a motive to commit an attack thanks to the passenger
profiling programme. On the other side, detractors of the profiler point out that attackers can game
it by modifying their characteristics and behaviour, which renders the profiler worthless.
The number of passengers using the world's airports continues to rise. The most recent estimate
from the International Air Transport Association (IATA) projects that passenger numbers would
increase at a compound annual growth rate of 3.5 percent over the course of the next 20 years,
going from 4.3 billion in 2018 to 8.2 billion in 2037. Airports continue to be a high priority target
for terrorist organisations operating on a global scale, criminal activity, and the undocumented
movement of people. Security at airports throughout the world continues to be beefed up thanks
to increasing investments in technology and increasingly inventive solutions. These investments
aim to give the highest possible levels of security while maintaining a positive experience for
passengers.
Although technology will continue to play an important part in airport security, there are still
limitations, particularly in the area of detecting more subtle behavioural signs like trembling or
excessive sweating.
Passenger profiling, in its purest form, involves using specially trained security personnel and
airport staff to recognise specific behavioural indicators through observation and questioning.
These indicators, which can be used to assist in identifying travellers who have illegal, criminal,
or terrorist intent, can be used to help prevent potential incidents.
Passenger Profiling and the Future of Airports
Airports are transitioning from being infrastructures that give a service to airlines to becoming
operations that are more focused on the needs of passengers. The way passengers engage with
airport staff and security personnel is evolving as a result of investments in digital systems that
aim to improve the passenger experience and allow smooth mobility through an airport. As a result,
passenger profiling needs to be enhanced so that it takes into account not only human interaction
and behavioural analysis, but also the use of data profiles and information that can be obtained
about the passenger. Because of this procedure, there will be a larger interaction with passenger
profiling in the future, which will be able to supplement the security mechanisms that are already
in place.
Both landside and airside operations are undergoing a period of innovation as a direct result of the
increased emphasis placed on passenger operations, as well as the availability and accessibility of
technology. Check-in is increasingly becoming a process that can be done remotely, and the vast
majority of travellers now check in online before arriving at the airport. Already the check-in desk
is becoming archaic, and the growing automation of bag drop means that travellers can now get
through security on international flights without having to engage with a human at any point in the
process. In exchange for a more pleasant experience across the airport, passengers are becoming
more involved with technology and submitting data, including biometric information. Terminal 4
at Changi Airport is a fantastic example because it allows passengers to go through the process of
checking in, going through security, and boarding without any interaction with a human being.
VVIP: Very Very Important Person
VIP: Very Important Person
CIP is an abbreviation that stands for "Commercial Significant Person," which refers to an
important businessman or the general manager of a corporation. There is a slight variation between
the VIP service and the CIP service, and that distinction is the immunisation of VIP service, which
is supplied at airports, hotels, and convention halls.
UNM: An unaccompanied minor (sometimes called a "unaccompanied child" or a "separated
child") is a child who is flying on a commercial flight without the presence of a parent or another
adult who is legally responsible for them. It is estimated that as many as 7 million children fly by
plane each year utilising these UM-programs, and most commercial airlines have Unaccompanied
Minor (UM) Programs in place. These programmes allow children to travel without an adult in the
same cabin as them.
Able-Bodied Passenger (ABP): Trip attendants will often identify Able-Bodied Passengers
(ABPs) early on in a flight so that they can request their aid during certain in-flight crises,
particularly emergency evacuations.
Special Assistance Required Pax: If you’re a passenger with a disability or reduced mobility
you are legally entitled to support, commonly known as ‘Special Assistance’, when travelling by
air.This means airports and airlines must provide help and assistance, which is free of charge,
and helps ensure you have a less stressful journey.
Special assistance is available to passengers who may need help to travel such as the elderly,
those people with a physical disability, such as wheelchair users, and those who have difficulty
with social interaction and communication, such as those with autism or dementia.
Passengers that require mobility assistance may follow the below guidelines:
• Contact the airline carrier in advance before leaving home about the need for mobile
assistance.
• If information was not given beforehand, nothing to worry about, assistance can also be
requested at the airline counters in the Visitor's Lobby.
• On reaching the Terminal, use the reserved vehicular lanes to drive your vehicle through.
Park your vehicle at one of the many reserved drop-off points upon entering the lane.
• To call for assistance, PRM/special assistance phones are available at multiple locations
within the airport.
Other additional facilities to ensure a comfortable experience for Passengers with Reduced
Mobility are:
• Signage has been provided to ensure your smooth passage through your Delhi Airport
• All information desks are PRM friendly
• Lifts are equipped with Braille coded keys to guide passengers to the right levels
• All travellators & escalators have verbal safety instructions
• Special PRM friendly washrooms with call buttons for assistance
• Exclusive check in counters on each island
• Reserved seating areas at various locations
• Buggy services are available at pier junctions on request to take you to your boarding
gate
• Exclusive channel for PRM for security screening and immigration clearance
Leisure and Business Travelers
The business and leisure traveller have different wants, needs and travel patterns.
The leisure industry is the segment of business focused on recreation, entertainment, sports, and
tourism. Business travel is more limited. Generally, individuals are working while travelling, but
are doing so away from work and home.
One of the main differences between the two is wants versus necessity.
For the business traveller
• Location is key: Ideally, the business traveller needs to be close to where the conference is
held or close to the venue or site they are visiting. They do not want to waste time travelling
to and from the venue.
• Connected: The business traveler needs to remain connected to their clients and colleagues
during their business trip and requires constant access to important files and emails.
Providing internet connection is a must in the hospitality industry.
• Loyalty program: The business traveller company may have a preferred hotel and airline
partner that grants corporate rates, ensures a standard comfort, and keeps costs under control.
• Amenities: The business traveller needs to prepare for their work in the morning, and
amenities like breakfast, coffee machine, iron and ironing board are essential for morning
prep.
For the Leisure traveller
• Price sensitive: In general, the leisure traveller wants to have the best deal for their stay. Not
necessarily cheap, but good value for money
• Reviews: The leisure traveller will turn to friends, family and online reviews for
recommendations. A study by Google said that 82 percent of leisure travellers rely on
reviews for their choice of hotel. A negative review of a hotel hugely detrimental and is why
hotels must respond to reviews and resolve issues on review websites.
• Packages: Leisure travellers are often looking for ways to enhance their travel experience and
are drawn to hotel packages than the business traveler.
• Facilities: Pools, evening entertainment and kids clubs for those travelling with children will
be more appealing to the leisure traveler.
Transfer and Transit Passengers
Passengers who have a stopover of under 24 hours anywhere between the starting point and final
destination of their journey and then board a connecting flight with the same or a different airline
are referred to as transfer passengers. Passengers who land between the starting point and final
destination of their journey and then board a connecting flight with the same flight number are
referred to as transit passengers.
Facilities and Services provided at Airports for passengers
Meet & Greet and Paid Porterage Services
1. Providing assistance in clearing airport formalities and to escort check -in and
immigration counter (for International Terminal Building) - 500/- per pax
2. Providing Porterage Services and assistance with baggage - 200/- per pax
3. Providing assistance for arranging transport, hotel/motel/guest house booking
- 200/- per instance
4. Providing assistance in arranging reservation/purchase of tickets - 200/- per
instance
Baggage Wrapping
Baggage wrapping service using state of the art technology is available in the city
side as well as the check in area of International Terminals.
Duty Free
Duty free shops are located both in the Arrival & Departure of
International Terminals.
Retiring rooms
Retiring room facilities are available in airports.
Self-Check in
Simply drop your check in baggage at the baggage drop counter of respective airlines
on utilizing the self-check-in facility available in the Departure hall of Domestic (5nos.)
& International (2nos.) Terminals. You can select seats and print your boarding pass
using this facility.
Wi-Fi facility
Free Wi-Fi facility is available for 45 minutes for passengers at Domestic &
International Terminal. To connect to free wi-fi service, passengers should provide their
mobile numbers as login id’s. Once connected, this service enables the passengers to
access the net. This service requires a valid Indian Mobile number and after the free time
the same can be extended on payment.
Wheel Chair Assistance
Passenger can place a request to concerned airline for a wheelchair while booking tickets
or can also contact the airline ticketing counter after reaching the airport for the same
At the Airport, AAI has provided,
• Ramps for seamless movement of wheelchairs.
• Braille symbols and auditory signals in the lifts for visually impaired.
• Differently-abled friendly toilets.
• Ambulift services on payment basis.
• Free telephone facility is also available on the cityside of the both the Terminals
with the contact numbers of airlines.
Smoking lounge
Smoking lounge facility is available at the Security Hold Area of both International &
Domestic Terminals.
Prayer Room
Prayer room is available in the Security Hold Area at International Terminal for the convenience
of passengers.
India Post
Both passengers & visitors can avail the facility of postal service at the Airport. Counter
is conveniently located at Domestic Departure level. The postal services are available
10:00 hrs – 18:00 hrs from Monday to Saturday. The postal services remain unavailable
on Sundays and Public Holidays.
Inter terminal transfers
e
Free battery-operated vehicles and courtesy coaches offering shuttle service for the convenience
of transit passengers between Domestic & International terminals.
Lost and Found
As a policy and practice all agencies at the airport are expected to deposit any unclaimed
goods under the Lost & found property to the Duty Terminal Manager both at Domestic
& International Terminals. The Lost & Found item are deposited after duly recording the
contents, description, date & time of deposition and the depositors signature. The Lost
& Found items are deposited to warehouse after 24hrs and can be reclaimed by the
passenger or by any person duly authorized by passenger on all working days between
0930 – 1800hrs.
Child Care Room
Child care rooms are available at Domestic (5nos.) & International (2nos.) Terminals for providing
essentials to the child/infant such as feeding, changing diapers etc.
Foreign Exchange
Passengers and tourists can avail currency exchange services with 2 foreign exchange
counters in Domestic Terminal and 5 counters in International Terminal.
ATMs
Automatic Teller Machine (ATM) of various banks are conveniently located at Domestic &
International Terminals to extend selected banking services for travel need.
Check in counter
Airline ticket counter
Ticketing counters of various airlines are available at Departure level of Domestic
Terminal and Arrival level of Domestic Terminal and Departure level of International
Terminal. All these counters can be accessed through cityside.
Lounge Facility
Lounges at multiple locations in the Domestic & International Departures offer world
class amenities including best of cuisines, plush seating, complimentary Wi-Fi, wide
range of National, International & Regional dailies along with various magazines.
Serving round the clock the lounges cater to Airline CIP customers as well as passengers
availing access through Priority Pass, high -end credit cards and other loyalty cards.
