Article
Do kiosks have a future in airline check-in?
Mutiple check-in forms will drive airport self-service in the future.
September 10, 2007
Kiosks are not the coveted self-service devices they once were in the air-travel industry, say some industry experts. But despite the advent of biometrics, RFID and other novel devices, airline and airport executives still say self-service kiosks have their place in airports — and aren't expected to go anywhere anytime soon.
Different from last year's DISCUSS conference, which focused on the common-use self-service platform, travel execs at this year's Check-In conference talked airport and airline self-service. This year's show, held Sept. 6 and 7, in Las Vegas and produced by England-based PPS Publications in partnership with Las Vegas' McCarran International Airport, focused on a multitude of check-in technologies for the travel industry, including mobile-phone check-in.
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For McCarran Airport, kiosks have been the key to managing the sixth-busiest airport in the United States, says Dave Bourgon, McCarran's airline systems manager. The Las Vegas airport has 180 kiosks, 19 of which are off-site, at hotels and the Las Vegas Convention Center. McCarran also is the only U.S. airport to have 100 percent common-use self-service, more commonly known as CUSS, kiosk usage.
Those kiosks and the thousands of others deployed at the world's airports will be in use five to 10 years from now, Bourgon says. Many of the airport kiosk's current uses, such as passport validation and iris scanning, are not yet compatible with other technologies, therefore "you pretty much have to use the check-in kiosks," he said.
Self-service is expected to start popping up in other parts of the airport beyond the check-in area as well, says Paul Fijen, program manager of passenger services and outstations for KLM Royal Dutch Airlines.
Though Fijen said mobile devices and the Internet will in the future be primary channels of air travel check-in, kiosks will still be used for printing boarding passes, changing seats, displaying airport maps and getting destination information.
What will the overall self-service experience look like in the future? Nik Abadijan, IT manager for Germany-based Lufthansa Airlines, says it's fruitless to guess.
"Because technology is changing at such a fast rate, I think it would be foolish to say that one technology will be more dominant than another," Abadijan said.
Selling the cell
Mobile check-in is one technology that is starting to make headway with airlines and airports. Neither is ready to anoint mobile devices as the No.1 means of check-in, but each is undoubtedly excited about the potential mobile devices offer.
Air Canada began exploring mobile check-in in 2005. The airline's research showed that people were buying mobile devices at a rate 20 times faster than laptop computers. That astounding statistic led Air Canada to earnestly begin work on its mobile check-in program, said Patrice Ouellette, director of customer service platforms for Air Canada.
Air Canada's mobile check-in successfully launched in June 2006. For mobile users, Air Canada created a separate Web site, designed to fit small mobile devices. Travelers can use the site to check-in, check flight status, modify seat assignments and select upgrades. In the future, Air Canada says it plans to allow mobile users to also order snacks.
Amsterdam's Schiphol Airport is one that is embracing mobile self-service. In addition to check-in, the Amsterdam airport expects to send gate, seat and schedule reminders, as well as flight changes, to mobile devices. Maps with the estimated walking time to a person's gate also will be included, the airport says.
Technologies are being developed that will send the image of a barcode to mobile devices, similar to the ones found on paper boarding passes. The passenger would then have the bar code read by the airline before boarding. That technology is being tested around the world, but it is doubtful the system would be used in the United States. Currently, the U.S. Transportation Security Administration requires a paper boarding pass.
Preparing for the self-service future
Instead of a one-size fits all strategy, airline executives say in the future they will be catering to a wide range of groups and sensibilities.
According to global travel company Amadeus, the main travel groups of the future will include active seniors, cosmopolitan commuters, global clans and global executives. All four of those groups are expected to be looking for different travel experiences. For example, seniors will look for culture and leisure travel and will be conscious of comfort and price. Global clans, generally made up of immigrants traveling to see family, will look for economy on long-haul flights. Global executives will be traveling for key business meetings and will want the ability to work while in a relaxing environment.
"Travelers want more control, comfort, security and personalization," said Robert Buckman, Amadeus' director of distribution strategy for airlines.
The bottom line for airlines and airports is to provide customers with what they want, and make it convenient for them to use, said Charles "Duffy" Mees, chief information officer for JetBlue Airways.
"If you make it too easy for them to avoid self-service, they will not use it," Mees said.
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