From both an airport and a passenger perspective, there are a number of "pain points" that can be eased through the application of self-service to passenger movement.
At airports, current processes are often too labor and space intensive, and congestion is increasingly an issue with growing passenger numbers. Many processed are still paper-based. Ground handling activities cost millions of dollars annually.
For passengers, the primary goal is a quick, hassle-free journey through the airport, avoiding crowded check-in areas and long check-in lines — not to mention slow security screening and inefficient boarding processes. At this stage of the journey, passenger satisfaction depends to a large extent on how quickly and easily they can get their boarding passes, how simple it was to check in baggage, and how much control they had over the process.
An empowered passenger is a happy passenger, so passenger empowerment makes sense to all the stakeholders in the travel and transportation industry — delivering a rare win-win-win solution for airports, airlines and passengers alike.
Editor's note: This white paper was provided by SITA. Statements made in the text reflect the views and/or opinions of its author(s) only.
