For British Airways, self-service has been an unqualified success.
British trade publication Computing is reporting that BA saw 80 percent of its traffic last week go through self-service check-in. A company representative said that’s well ahead of the company’s schedule, as is the move to paperless ticketing, which is now at 90-percent customer-adoption rate.
Good news regarding airlines and self-service has been coming fast and furious in recent weeks; just a few short days ago, Air Canada announced that it was saving some major money through the use of self-service. (The company said it spends 16 cents to check a traveler in through a kiosk, versus $3 through a staffed counter.) And a recent report by SITA stated that the airline industry’s move toward self-service is saving it billions of dollars.
All of that begs the inevitable question: When are other service industries such as foodservice going to sit up and take notice of the money to be saved and the operational efficiencies to be realized through self-service?
