Self-Service Technology

Abstract

Self-service technology has helped streamline the check-in process at airports. Now, this technology is being expanded to other services. This article discusses the self-service technologies that are being employed to reduce wait times, improve efficiency and open up new revenue streams. Surveys have shown that the majority of customers would like more self-service options, and airports are experimenting with a variety of technologies to meet this need. Multiple airline check-in applications can be run on a shared kiosk, which can eliminate the need for dedicated counter space and provide a full range of services inside and outside the terminals. Mobile boarding passes are also speeding the check-in process. Automated rebooking of missed or canceled flights, self-tagging of bags, documents scanning and self-boarding could become more prevalent in the future. Beyond the check-in gate, self-service kiosks can be used to provide food, travel items or in-flight entertainment options for passengers. Car rental is also much faster when customers can use self-service kiosks.