In 2011, Schiphol introduced the self-service passport control (SSPC), which now functions as an alternative for the traditional passport control (TPC) at four different locations within the airport. Travellers thus have to make an obligatory choice between the two types of services. At the Schengen/non-Schengen border between Lounge 1 and lounge 2 (case study) the SSPC is not used as much as expected: although floor managers of Schiphol Group are actively trying to send people to the SSPC, still approximately 40% of the SSPC-entitled transfer passengers do not use it. The objective of this research is therefore to give recommendations on how to increase the percentage of SSPC-entitled travellers using the self-service passport control, by gaining insight into the pre-conditioned awareness, knowledge and perceptions of travellers regarding the self-service passport control and into the situational factors influencing the choice for the type of passport control. From the analysis of the results it is concluded that approximately 50% of the travellers does not recognize the SSPC. Furthermore the majority of travellers think they are allowed to use the SSPC, but in fact a minority knows all requirements to use the SSPC. However, it can be concluded that after having gained the information about the SSPC in the questionnaire, the majority of travellers is positive about the SSPC. Speed is on average of more importance to travellers than personal contact, approximately 90% of all respondents perceive the SSPC as the fastest type of passport control and 50% think the SSPC is the most pleasant service form. In general people with a different travel purpose, age, nationality and flying experience do not differ significantly in their awareness, knowledge and perceptions. However, a result that was not expected based on existing literature, is that the idea that elderly people do not like self-service facilities does not hold for older people who travel by plane. Besides, a Stated Preference (SP) photo choice survey at Schiphol is conducted in order to investigate, using discrete choice modelling, the effect of a change in layout or information provision on the travellers’ choice for the type of passport control. A first conclusion is that from the total sample 41% has a fixed preference for the SSPC and 9.0% has a fixed preference for the TPC, but overall there is a base preference for the SSPC compared to the TPC. Besides, it is concluded that the situational factors that influence the choice for the type of passport control are the presence of a window and signage at the TPC. Moreover, it is concluded that heterogeneity in preferences exists. Three classes can be distinguished, namely (1) the ‘self-service supporters’ (majority will always choose SSPC), (2) the ‘traditional passport control supporters’ (majority will always choose TPC) and (3) ‘the ‘window sensitives’ (choosing different alternatives in different scenarios). The scenario calculation indicates that an improvement from the current 60% (with an active floor manager) to approximately 70% could be reached by blinding the window next to the TPC, making clear that the SSPC is a passport control and by removing the overload of signage at the TPC. When instead of blinding the window next to the TPC, the SSPC would be located next to the window (and the window would not be blinded), an increase to approximately 80% could be reached (but this is more expensive). Furthermore, an advice to Schiphol Group is to show a movie about the SSPC already during the flights and in the rest areas at Schiphol. Besides, it is advised to clearly depict the requirements for using the SSPC. Finally, it is important to ensure sufficient staff at the SSPC, such that travellers can pass the SSPC as fast as possible.