The 2009 ACI Recommended Practices and Policy Handbook (7th edition) is your source of basic guidelines for airport operators. Section 3 in this best industry handbook gives guidance on Facilitation and Airport Services.

Topics covered include: quality of service, traffic peaks and capacity constraints, code sharing, simplifying passenger travel, schedule coordination and slot allocation, clearance times at international airports, drug interdiction, baggage delivery and inspection, passenger service charges, facilities for people with disabilities, signage, placement of retail outlets, inadmissible passengers, government inspection agencies, banking facilities, duty free, airport handling, off-airport check-in, couriers, parking, cargo and mail.

 
> ACI GTH Courses on Passenger Satifaction
> The ACI Airport Service Quality Programme Website
> The ASQ Awards Website