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    <copyright>Copyright © 2026. National Academy of Sciences. All rights reserved.</copyright>
    <docs>http://blogs.law.harvard.edu/tech/rss</docs>
    <managingEditor>tris-trb@nas.edu (Bill McLeod)</managingEditor>
    <webMaster>tris-trb@nas.edu (Bill McLeod)</webMaster>
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      <title>Research in Progress (RIP)</title>
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      <link>https://rip.trb.org/</link>
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    <item>
      <title>Synthesis of Information Related to Airport Practices. Topic S01-32. Evolution and Impact of Airport Lounges


</title>
      <link>https://rip.trb.org/View/2458784</link>
      <description><![CDATA[The airport lounge landscape has undergone a transformation in recent years, deviating from the traditional model where airlines exclusively operated lounges for their elite passengers. The emergence of common-use, credit card, airline, and airport operated lounges has introduced a diverse array of service providers catering to a broader customer base. This shift raises questions regarding the current state of airport lounges, the factors driving these changes, and the resulting implications on in-terminal commercial activites.

The objective of this synthesis is to document the current state of common-use, credit card, airline, and airport operated lounges, and their impact on airport concession revenues and operations. The audience for this synthesis are airport practitioners involved in planning, developing, and managing in-terminal commercial activities.]]></description>
      <pubDate>Mon, 18 Nov 2024 20:51:57 GMT</pubDate>
      <guid>https://rip.trb.org/View/2458784</guid>
    </item>
    <item>
      <title>Synthesis of Information Related to Airport Practices. Topic S07-06. Application of Large Language Models in Enhancing Airport Passenger Experience



</title>
      <link>https://rip.trb.org/View/2458785</link>
      <description><![CDATA[Airports today face an increasingly complex landscape characterized by a few challenges, such as operational inefficiencies, fluctuating passenger demands, and the ever-growing need to enhance the customer experience. These challenges are exacerbated by the dynamic nature of air travel, which demands rapid adaptation to changing conditions, whether due to unexpected surges in passenger numbers, shifts in travel patterns, or the need to respond to sudden disruptions. Traditional approaches to managing these issues relied on human inputs, which can cause delays, increased operational costs, and suboptimal passenger experiences. Large Language Models (LLMs) have the ability to interpret diverse forms of user textual inputs and generate contextual responses on demand. By processing vast amounts of data in real-time and efficiently delivering responses, LLMs have the potential to revolutionize the way airports interact with passengers and enhance operational efficiencies. Recognizing this potential, some airports have begun integrating this technology into their operations. However, it remains unclear how the broader airport industry can fully leverage LLMs. The potential costs and risks associated with adopting LLMs have yet to be thoroughly explored. 

The objective of this synthesis is to document how Large Language Models (LLMs) are being incorporated  into the airport environment to enhance passenger experience. The audience for this synthesis are airport practitioners that are responsible for passenger experience and those involved in technology evaluation.]]></description>
      <pubDate>Mon, 18 Nov 2024 20:38:23 GMT</pubDate>
      <guid>https://rip.trb.org/View/2458785</guid>
    </item>
    <item>
      <title>DVR Service Evaluation and Fee Sufficiency Study</title>
      <link>https://rip.trb.org/View/2417077</link>
      <description><![CDATA[Kentucky’s Department of Vehicle Regulation (DVR) provides driver, vehicle, motor carrier, and other services to state residents. Examples include commercial driver’s license applications, driver history records, state traffic school, vehicle titles, specialty license plates, OW/OD permits, KY-for-Hire authority, and Solid Waste permits, among others. Generally, these services are performed in exchange for a tax or fee whose use is authorized under the Kentucky Revised Statutes (KRS). In many cases, services have been available for decades without any meaningful changes or tax/fee adjustments. DVR officials are concerned that many of these services are antiquated, or that administrative and/or infrastructure costs far exceed what KYTC is collecting in revenue for many of these services. DVR can use project findings to determine if unnecessary services should be eliminated and whether fees and taxes on services should be restructured.]]></description>
      <pubDate>Mon, 12 Aug 2024 13:26:35 GMT</pubDate>
      <guid>https://rip.trb.org/View/2417077</guid>
    </item>
    <item>
      <title>Synthesis of Information Related to Transit Practices. Topic SB-45. Synthesis of Transit Agency Customer Experience Programs</title>
      <link>https://rip.trb.org/View/2410390</link>
      <description><![CDATA[Around sixty US transit agencies have established some form of Customer Experience (CX) programs in recent years to elevate rider voices and customer service. These CX programs are central to agency efforts to provide quality service to populations that have limited transportation choices, and to build transit use among choice riders. This is particularly important in the context of post-pandemic ridership declines. 

US transit agencies that have established, or are establishing, CX program include the likes of LA Metro in Southern California and Trinity Metro in Fort Worth, Texas. LA Metro established its CX program in 2020 to “sharpen its focus on customers” (transitcx.org, 2024). LA Metro also hopes to utilize its CX program to create a smooth transit experience as it will receive a lot of attention leading up to, and including, the 2028 Summer Olympic Games. Trinity Metro has Community Outreach and Transit ENVOY teams that provide education, support, and training to assist its customers in navigating the system. Other agencies with significant CX programs include the Massachusetts Bay Transportation Authority (MBTA) in Boston, the Washington Metropolitan Area Transit Authority (WMATA) in Washington DC, the Metropolitan Atlanta Rapid Transit Authority (MARTA) in Atlanta, Translink in Vancouver, Sound Transit in Seattle, the Toronto Transit Commission, which introduced a 5-Year Service and Customer Experience Action Plan in May 2024, and the Metropolitan Transportation Commission, a metropolitan planning organization in Northern California leading a Transit Regional Network Management initiative to identify ways to improve customer experience through a multi-agency network.

OBJECTIVE: Currently there are no industry-wide standards for transit CX programs, so with the rapid growth of CX organizational structures, program objectives, and methods currently vary widely. The synthesis would be useful in documenting the different CX program models of a variety of transit agencies, as well as how these programs are developed and refined. ]]></description>
      <pubDate>Mon, 29 Jul 2024 18:00:51 GMT</pubDate>
      <guid>https://rip.trb.org/View/2410390</guid>
    </item>
    <item>
      <title>ACRP Insight Event--Modernization of FIS Facilities at International Airports



</title>
      <link>https://rip.trb.org/View/2226020</link>
      <description><![CDATA[Airports with passengers and cargo arriving from international origins provide facilities for their inspection and processing. These inspections are the responsibility of U.S. Customs and Border Protection (CBP) Service and in most cases are conducted within Federal Inspection Service (FIS) facilities.

The combination of strong growth in international travel, evolving technology, heightened customer service expectations, and limited resources suggests a need to consider new approaches to designing FIS facilities and their integration with other terminal elements.

The objective of this project is to conduct an in-person ACRP Insight Event for airport-industry practitioners, relevant stakeholders, and subject matter experts (SMEs) to discuss the key factors related to ensuring that FIS facilities meet the needs of CBP while providing a high level of customer service and to identify future research needs.
]]></description>
      <pubDate>Thu, 10 Aug 2023 10:05:31 GMT</pubDate>
      <guid>https://rip.trb.org/View/2226020</guid>
    </item>
    <item>
      <title>Safety, Empowerment, and Dignity: Improving the Airport Journey of Customers Using Wheelchairs</title>
      <link>https://rip.trb.org/View/2226019</link>
      <description><![CDATA[For wheelchair users, the airport experience can often be challenging and frustrating. A survey conducted by Paralyzed Veterans of America in 2022 found common issues include negotiating check-in, locating an agent for assistance if needed, clearing security, navigating to the gate, and boarding the aircraft. This experience is often complicated by the fact that users may be separated from their wheelchair, and, during this time, the wheelchair may be lost, damaged, or delayed. ACRP Research Report 210: Innovative Solutions to Facilitate Accessibility for Airport Travelers with Disabilities (2020) and other research have identified many of these barriers, but it is unclear if current strategies to address these challenges are successful and if additional strategies may be needed. Research is needed to develop resources to assess current practices and improve the wheelchair user experience at airports with safety, empowerment, and dignity.

The objective of this research is to develop a handbook to help airport industry practitioners meet the needs of wheelchair users and enhance their personal safety, empowerment, and dignity. The handbook should allow practitioners to adapt guidelines and recommended practices to their unique conditions (e.g., airport size, resource availability, governance structure, and applicable laws).]]></description>
      <pubDate>Thu, 10 Aug 2023 10:01:44 GMT</pubDate>
      <guid>https://rip.trb.org/View/2226019</guid>
    </item>
    <item>
      <title>Airport Security Checkpoint Demand Management Using Virtual Queuing</title>
      <link>https://rip.trb.org/View/2226012</link>
      <description><![CDATA[As airports and their tenants explore ways to improve customer service, virtual queuing has emerged as a way to address a frequently frustrating situation—spending time in queues. Virtual queuing allows customers to pre-arrange a time window to undertake a transaction or process, thereby allowing them to engage in other activities instead of standing in a queue. Virtual queuing may also provide a means for managing demand, thereby optimizing the capacity of limited resources.  While concessionaires and other service providers are introducing virtual queuing at airports, there may be benefits to employing virtual queuing to manage demand at the security screening checkpoint. Virtual queuing could be offered as a complimentary service or rationed using pricing. In either instance, it could significantly increase customer satisfaction.

Research is needed to produce virtual queuing guidelines for airports to manage demand at security screening checkpoints, including quantifying potential benefits and identifying implementation steps. While the primary focus is on security checkpoints, other areas of the airport could also benefit from this research.

The objective of this research is to develop a primer, guide, and tools (e.g., decision tree, flow chart, scorecard) to help airport practitioners evaluate and implement, if appropriate, virtual queuing solutions for managing demand at the security screening checkpoint.]]></description>
      <pubDate>Tue, 08 Aug 2023 17:03:27 GMT</pubDate>
      <guid>https://rip.trb.org/View/2226012</guid>
    </item>
    <item>
      <title>Improving Airport Customer Experience Through Technology</title>
      <link>https://rip.trb.org/View/2226013</link>
      <description><![CDATA[A passenger's journey through an airport involves myriad touchpoints (e.g., check-in, security screening, boarding, concessions, and other amenities). Time constraints, unfamiliarity with the terminal layout or protocols, unexpected events (e.g., flight delays, cancelations, gate changes), and poor customer service can result in a poor experience for travelers. Airport industry practitioners are realizing there are opportunities to improve customer experience, and recently developed technologies can play a role. Yet many of these technologies are nascent, particularly in the airport setting, and may require significant investment and coordination among various stakeholders. Airport industry practitioners would benefit from a guide to help identify, evaluate, select, and implement technologies related to customer experience.

The objective of this research is to develop a guide and resources to help airport industry practitioners evaluate, select, and implement appropriate technologies to enhance customer experience. The guide and resources should address the following topics across all touchpoints within the terminal, at a minimum: demand management;
obtaining real-time feedback on customer experience and sentiment; effective deployment of janitorial staff; signage and wayfinding; messaging and communication (e.g., flight status, customer messaging); and irregular operations.
 ]]></description>
      <pubDate>Tue, 08 Aug 2023 16:56:14 GMT</pubDate>
      <guid>https://rip.trb.org/View/2226013</guid>
    </item>
    <item>
      <title>COVID 19 Research Demonstration- Utilization of Crowd Data and Predictive Algorithms for Improved Transit Service &amp; Experience</title>
      <link>https://rip.trb.org/View/2062814</link>
      <description><![CDATA[This project's goal is to enhance historical, real-time, and predictive vehicle load data, giving agencies and customers the tools to make informed decisions that improve operations, safety, and customer experience.]]></description>
      <pubDate>Thu, 17 Nov 2022 11:56:43 GMT</pubDate>
      <guid>https://rip.trb.org/View/2062814</guid>
    </item>
    <item>
      <title>IndyGo Mobility Concierge</title>
      <link>https://rip.trb.org/View/2062445</link>
      <description><![CDATA[The Indianapolis Public Transportation Corporation (IndyGo) will receive funding to create a technology platform and enhanced customer service effort that will combine trip planning and payment integration into a single system. The project will provide riders with transportation options across public, nonprofit and private mobility providers through an app or call center.]]></description>
      <pubDate>Tue, 15 Nov 2022 16:17:53 GMT</pubDate>
      <guid>https://rip.trb.org/View/2062445</guid>
    </item>
    <item>
      <title>Quick Response for Special Needs. Task 41. Toward a Touchless Airport Journey</title>
      <link>https://rip.trb.org/View/1729498</link>
      <description><![CDATA[As technology continues to evolve, airports are seeking opportunities to create a touchless experience along the passenger journey. The COVID-19 pandemic has accelerated the need to eliminate the many common touchpoints, which are now seen as potential points of disease transmission. Further research is needed to examine the airport processes and functions that could potentially benefit from being replaced with touchless technologies.

The objectives of this research are to: (1) Develop a quick-reference guide, applicable to all types and sizes of airports, to help airports and their customers, including third-party service vendors, to identify: Readily available touchless technology features with near-term solutions and best practices to allow a safe and efficient journey; Technology gaps and the need for medium and long-term solutions with further development opportunities that could minimize touchpoints. (e.g., at TSA checkpoints, passenger check-in, and other passenger conveyances); and Suggested mitigation strategies and solutions for processes that cannot be touchless (e.g., wheelchair service providers, baggage tags). 
 
(2) Compile additional problem statements and input them into ACRP Ideahub https://ideahub.trb.org/ for future consideration of follow-on research to this project.

The research should include, at a minimum, these considerations: (1) Current best practices of airports, airlines, service providers, concessionaires, parking and ground transportation providers, etc.; (2) Cost-effective solutions, to include non-aeronautical revenue opportunities; (3) Passenger-centric smart phone and sensor technologies and applications and associated barriers to adoption; (4) Signage and wayfinding opportunities to facilitate the touchless experience; (5) Use of technology to reduce dwell times through shorter queue lines, (e.g., virtual queuing); (6) The customer experience and the different forms of communication; (7) Accommodation of passengers with disabilities and those of special needs (i.e., nursing rooms, pet relief areas, etc.); (8) Techniques for continuous disinfectant processes, (e.g., automated technologies, UV (ultraviolet), and air purifier technology); and (9) Global practices and innovations within and outside of the aviation sector that have been effective in making processes more efficient and touchless.]]></description>
      <pubDate>Tue, 18 Aug 2020 11:38:40 GMT</pubDate>
      <guid>https://rip.trb.org/View/1729498</guid>
    </item>
    <item>
      <title>Synthesis of Information Related to Transit Practices. Topic SB-33. Uses of Social Media in Public Transportation</title>
      <link>https://rip.trb.org/View/1708342</link>
      <description><![CDATA[This synthesis topic will update Synthesis 99 and will again explore the use of social media among transit agencies as well as document innovative practices in the United States and Canada. 
]]></description>
      <pubDate>Tue, 26 May 2020 16:17:44 GMT</pubDate>
      <guid>https://rip.trb.org/View/1708342</guid>
    </item>
    <item>
      <title>Assessing Airport Programs for Travelers with Disabilities and Older Adults</title>
      <link>https://rip.trb.org/View/1645863</link>
      <description><![CDATA[The Airport Cooperative Research Program (ACRP) has undertaken several syntheses and research projects to identify and study ways airports provide assistance to older travelers and those with disabilities as they navigate through airports and use airport services. However, none of this research has conducted a systematic assessment of the effectiveness of these programs and services. Airports mainly depend on anecdotal evidence including lack of customer complaints and limited customer feedback to gauge the success of these programs and services. Research is needed that will address this gap by providing examples of best practices and evaluation tools. 
 
The objective of this research is to prepare a guidebook with assessment tools (to include a presentation and video) to help airports develop, monitor, and evaluate programs and services that improve the airport experience for travelers with disabilities and older adults. The guidebook will be developed for a variety of types and sizes of airports to utilize when considering new and evaluating existing programs and services.
 ]]></description>
      <pubDate>Mon, 12 Aug 2019 22:19:45 GMT</pubDate>
      <guid>https://rip.trb.org/View/1645863</guid>
    </item>
    <item>
      <title>Guidelines for Adapting and Managing Airport Common Use Programs</title>
      <link>https://rip.trb.org/View/1645865</link>
      <description><![CDATA[Common use programs currently at many airports may not be able to provide the needed level of customer service to airlines and passengers. ACRP Synthesis 8: Common Use Facilities and Equipment at Airports (2008) introduced airports and airlines to common use facilities and equipment and ACRP Report 30: Reference Guide on Understanding Common Use at Airports (2010) focused on assisting airports and airlines in understanding and evaluating the business case for integrating common use into their operations. 
 
Since the release of these publications, both the technological solutions and the implementation strategies have changed significantly.  For example, a greater focus is now placed on making the passenger journey "seamless,” providing new common use options, introducing new technologies, overcoming space constraints, and adapting to new business models. Additional research is needed to assist airports in responding to continual passenger growth while managing costs, limited facilities, and resources related to common use programs. 
 
The objective of this research is to produce guidelines for airport operators and airlines to develop, implement, and manage common use programs at airports of different types and sizes. The guidelines should build off of ACRP Report 30 and ACRP Synthesis 8.]]></description>
      <pubDate>Mon, 12 Aug 2019 22:03:43 GMT</pubDate>
      <guid>https://rip.trb.org/View/1645865</guid>
    </item>
    <item>
      <title>Quick Response for Special Needs. Task 37. Periodic Report on Transformative Technology at Airports</title>
      <link>https://rip.trb.org/View/1528534</link>
      <description><![CDATA[When examining current trends in aviation, there are many innovative initiatives underway intended to improve airports and the passenger experience through technology. New and emerging technologies have the potential to improve customer service, safety, and operational efficiency on the ground and in-flight and may play an important role in reshaping the industry in the future.
 

However, by its very nature, innovation and potential disruption by certain transformative technologies are dynamic and hard to pin down for in-depth research. Regardless, airport practitioners need to know what is on the horizon and how it may transform airport operations.
 
For this project, “transformative” is defined as the degree of disruption, when the amount of change is so different, lasting, and dynamic that airport practitioners face a significant challenge to adapt to the change. The degree of disruption is measured by the qualitative, quantitative, or relevant change to an individual’s experience. Moreover, “technologies” is defined as the practical application of technology (i.e., knowledge, applications, products, services, or tools). When combined, transformative technologies have the potential for significant impact on an individual’s experience in and around the airport (e.g., airport practitioner, tenant, or customer) and the potential to disrupt the current definition or delivery of products or services.

Given the dynamic nature of technological change, the airport industry would benefit from a recurring (i.e., periodic) report summarizing transformative technology news, innovation, and opportunities and itemizing and prioritizing those new technologies that have potential to impact airports and affected populations in the future. Each publication will update previous information and present the latest news so airport practitioners can stay up-to-date on innovative technology trends and new initiatives.
 
The objective of this project is to develop content for three issues spanning 27 months of this new ACRP periodical (i.e., unformatted articles, summary text, charts, tables, infographics, and other visuals). ACRP will use this material to produce a recurring periodical report (such as a website or newsletter). Each issue will have the latest content and updates since the last issue was published, approximately 9 months earlier. Each issue shall originate with a systematic and thorough review and synthesis of all types of literature (e.g., books, peer-reviewed articles, and industry journals) on transformative technologies, from which the most relevant and compelling concepts will be extracted and annotated stories developed that will interest and inform the airport industry reader.   The issue will include, at a minimum, a summary text and graphics with references for select technologies on timeline, cost, affected populations, degree of airport control or involvement, location on the airport, and level of effort.
]]></description>
      <pubDate>Tue, 31 Jul 2018 09:54:43 GMT</pubDate>
      <guid>https://rip.trb.org/View/1528534</guid>
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