Breaking Travel News

London Gatwick goes paperless for ID pass applications

London Gatwick goes paperless for ID pass applications

Human Recognition Systems’ (HRS) MTrust is reducing pass rejections and waiting times, streamlining Gatwick’s ID Centre operations to increase security and improve service.

By selecting MTrust, a revolutionary Airport ID Pass Application vetting and issuance solution, hosted in the Cloud, London Gatwick Airport has become the world’s first airport to go paperless for its Airport ID pass applications and issuance.

The previous paper-based processes would not have been able to support Gatwick’s plan for an additional 1,200 on-airport jobs by 2021/22. MTrust provides streamlined ID Pass management with absolute certainty of identity. Developed in close partnership with Gatwick, MTrust is now live with 2,500 Authorised signatories (employees at on-airport companies who can apply for Airport ID passes), providing them with the tools they need to submit and track pass applications without the need for paper.

As Michael Ibbitson, CIO at Gatwick explained, “As we continue to grow and plan for a second runway, it was vital that our internal processes were in position to cope with the additional numbers of staff. We worked with Human Recognition Systems on MTrust and the benefits of the system to not just ourselves, but to our partners and on-airport customers were obvious.”

Through the creation of online profiles and auto-completion of pass application forms, MTrust ensures pass applications are completed correctly first time. Gatwick ceased accepting paper applications in January, since then MTrust has processed nearly 16,000 pass applications with a pass rejection rate of less than 2%.


Neil Norman, CEO at HRS, said, “MTrust gives total visibility of an application’s progress to both the ID Centre and the Authorised Signatory. This reduces the number of calls and enquiries, speeding up the process and allowing passes to be issued in as little as a week from beginning the application process to issuing the pass. Furthermore, MTrust has created a unique community of community of Airports, Authorised Signatories and Employees who are able to transfer and share information between them for mutual advantage.”

Michael Ibbitson added, “MTrust has enabled us to issue passes faster, whilst taking the frustrations away from our on-airport customers and providing more time for important security checks which will reduce risk. “