Charlotte Douglas International Airport (CLT) has recently implemented a cutting-edge facial recognition program that has significantly streamlined the customs process for returning U.S. citizens. Initiated in early February 2025 by U.S. Customs and Border Protection (CBP), the Enhanced Primary Processing (EPP) system has reduced processing times by nearly half, marking a substantial improvement in the airport's efficiency.
Before the introduction of EPP, U.S. citizens faced an average customs wait time of 16 minutes. Now, that time has plummeted to just 8.63 minutes, according to data from CLT. This improvement not only benefits U.S. travelers but also has a positive ripple effect on non-U.S. passengers, whose average wait times have decreased from 22 minutes to 14.33 minutes. The new system is being trialed at other major airports, including Dallas-Fort Worth, Denver, and Seattle-Tacoma, showcasing a nationwide effort to enhance airport efficiency.
At CLT, U.S. citizens arriving from international destinations are directed to designated EPP facial recognition kiosks. Here, a camera linked to CBP's Travel Verification System captures live facial images and compares them to existing photos from the passenger's travel documents and airline manifests, which are transmitted 24 hours prior to arrival. This process replaces the traditional method where a CBP officer manually inspects passports and documents.
For those who prefer not to use the automated system, the option to opt-out remains available, redirecting them to a CBP officer for processing. After their photos are taken, passengers declaring items purchased abroad are then cleared by a CBP officer to exit customs. CLT emphasizes that there is no cost associated with using EPP, making it an accessible option for travelers.
Acting Port Director Cherrise Montgomery highlighted the benefits of the new system, stating, "We can get passengers through faster while completing our CBP processes, and the likelihood of a passenger missing their connecting flights is significantly reduced." This efficiency is crucial during peak travel times when as many as ten flights can arrive simultaneously, each carrying around 200 passengers.
In addition to the implementation of EPP, CLT is experiencing a surge in international travel. CBP anticipates that approximately 2 million international passengers will arrive at CLT in the 12 months ending on September 30, 2025. Notably, about 85% of these passengers are U.S. citizens eligible for the EPP program.
Charlotte Douglas International Airport has also made headlines recently for its overall growth and operational success. According to preliminary data from Airports Council International (ACI), CLT ranked sixth globally for aircraft operations in 2024, a position that reflects a one-spot improvement from the previous year. The airport also climbed to seventh in North America for total passenger volume, welcoming 58.8 million travelers in 2024—a 10% increase from 53.4 million in 2023.
In terms of international travel, CLT served 2.4 million international passengers in 2024, marking a 13% increase from 2.1 million in 2023. The airport currently offers flights to 42 international destinations and is home to three foreign flag carriers. CLT CEO Haley Gentry stated, "This ranking reflects CLT’s operational strength, the power of the American Airlines hub, and the dedication of our employees, airlines, and terminal partners." Gentry emphasized that record-breaking traffic in 2024 made it an "all in" year for the airport's staff.
American Airlines, which operates its second-largest hub at CLT, is also making waves in the aviation industry by announcing a partnership with AT&T to provide free in-flight Wi-Fi service starting in January 2025. This service will be available on about 90% of the airline's fleet, which is equipped with high-speed satellite connections. The initiative began with a successful test version on select flights from Charlotte to Raleigh and Jacksonville, Florida, and will expand system-wide following positive customer feedback.
Passengers enrolled in American Airlines' AAdvantage frequent-flier program will enjoy complimentary access to this in-flight Wi-Fi service, while others will need to pay for it. Heather Garboden, American Airlines' chief customer officer, remarked, "Our customers greatly value staying connected while in the air, whether communicating with friends, getting work done, checking in on social media, or streaming their favorite subscription services." This move is expected to enhance the overall travel experience for passengers flying through CLT.
As Charlotte Douglas International Airport continues to innovate and adapt to the increasing demands of air travel, the implementation of the Enhanced Primary Processing system and the introduction of free in-flight Wi-Fi signal a commitment to improving the passenger experience. With rising international travel and enhanced processing efficiency, CLT is positioning itself as a leading airport in the United States and beyond.
