Business

The part IT is playing in our airport travel experiences

Self-service flight check-ins are expected to be the norm by 2020
Self-service flight check-ins are expected to be the norm by 2020 Self-service flight check-ins are expected to be the norm by 2020

HAVING worked in the IT industry for almost 30 years now I have to say, there are a number of tasks in life that I still like the assurance of human intervention.

A typical example of this is when we stand in a queue, for hours sometimes, to check-in luggage onto a flight. In Dublin airport last month I stood for 20 minutes to check-in bags onto my flight. I was very impressed with the check-in system which was well thought out and as efficient as humanly possible. It consisted of a large queue for all the Aer Lingus flights leaving Dublin that day and once at the top of the queue, any one of the 20 or more check-in desks that was free could be approached.

However, on the return flight from Alicante in Spain with the same bags, it took almost two hours to check-in (with the security check still to negotiate!). Well done to Edinburgh though, which is believed to have lead the way with the first multi-airline, multi-handler, multi-DCS, self-service bag drop operation in Europe, and perhaps the world.

The web-based software solution has just three steps – weigh, scan, and tag. A large 18-inch screen guides passengers through the process using large text and animations. The text automatically changes to the preferred language of 31 that are currently available, selected according to the passenger information provided when booking a flight. The goal, is for most passengers, is to complete the process in 30 seconds although, it’s reported that some have already broke the 20 second barrier.

Many other major international airports are now implementing or have installed similar systems and I for one plan to go for counselling sessions to help me trust my bag of belongings to 30 seconds at a web-based terminal, as opposed to my old friend, the trusted check-in assistant.

Airlines like Iberia are introducing home-printed bag tags and British Airways are developing an electronic permanent bag tag, so passengers will simply off-load their bag at a bag drop facility. It is expected that by 2020, self-service will be the main method for passengers to arrange and undertake their journey, from booking flights to sitting in the aircraft. Hopefully self-service will end there!

The uptake on the demand for boarding passes on mobile phones, tablets and iPads continues to grow and will soon be “old hat”. With showing your boarding pass up-to eight times and your passport six times passing through some airports, there is still room, once the mobile technology is trusted more and more, for the airlines, airports and immigration authorities, to help the passenger experience grow to a higher level of satisfaction.

One thing the digital age has the capability of delivering easily is instant access to key information. Every major airport in the world recognises this and that many business travellers need access not only to their own information via wi-fi hot-spots, they could also benefit from having their travel information and details constantly at hand.

There are many apps available for years from travel organisations and airlines to aid the traveller. However, the airports themselves have realised the advantages of apps specific to their own airport now and these can deliver real benefits to the business traveller. For example, personalised flight details including the status of connecting flights is a given. Start and “push” this information out via the specific airport app and you’ll really see the benefits. No longer will you scan the nearest information screen, you’ll now be alerted to where your gate is and when it’s time to start heading towards it. You’ll be informed what offers are on in what shops and what restaurants are within five minutes walking distance from your gate, including any special menu’s offer of the day.

Then finally there’s the panic of the last minute texting to business associates that you’re meeting or family and friends, regarding the status of your flight. This often happens as you walk, or run, down the bridge to the aircraft. The good news is that these apps will inform those people, in your contacts list, of the full status and progress of your fight automatically via SMS or social media, including any delays or alterations to your expected journey times.

:: Trevor Bingham (editorial@ itfuel.com) is business relationship manager at ItFuel in Craigavon. Follow them on Twitter @itfuel.