Streamlined Travel: Airports And Efficient Passenger Processing

Airports are increasingly turning to technology to help process passengers more efficiently. This includes the use of disruptive technologies such as self-boarding gates with facial recognition, which reduce the need for manual checks of physical documents. Automation is also being used to streamline travel document compliance, with tools like Timatic AutoCheck guiding passengers through compliance requirements and enabling self-service check-in. Airports are also using behind-the-scenes tech, such as visual sensors that monitor passenger line lengths and evaluate how quickly people move through checkpoints, to optimize staff deployment and enhance the overall customer experience.

Self-service check-in

The self-service check-in process is designed to help passengers check in quickly and easily, and to reduce interaction between passengers and staff in a post-Covid world. The kiosks can be used for a range of tasks, including checking in, printing boarding passes, bag check, capturing a traveller's biometric data (such as facial recognition or iris recognition), and verifying a traveller's ID.

To use a self-service check-in kiosk, passengers will need to identify themselves by inserting a credit card, scanning their passport or ID, typing in their flight confirmation code, or entering their frequent flyer number. They can then review and change their seat assignment, and print their own bag tags. Some kiosks will also allow passengers to make trip updates and requests, such as adding an infant to their booking or requesting an upgrade.

The use of self-service check-in kiosks also benefits the airline and airport by decreasing overhead costs and increasing the number of passengers that can be processed. The kiosks are linked to a national database and can be used to check if passengers have any outstanding warrants, to issue receipts, and to send alerts if a passenger fails to check in on time.

Contactless customer service

Self-Service Options:

Passengers can be empowered to take control of their journey by providing self-service options. This can include self-check-in kiosks, bag drop facilities, and self-boarding gates with facial recognition technology. These options reduce the need for manual interventions and physical interactions with staff, speeding up the overall process.

Mobile Apps and Digital Platforms:

Developing user-friendly mobile applications and digital portals can significantly enhance the contactless experience. Passengers can access information, check-in online, receive real-time updates on wait times, and even locate available dining options or retail promotions within the airport. This not only improves efficiency but also allows passengers to optimize their time while transiting.

Automation and Biometrics:

Implementing automation and biometrics technologies can revolutionize passenger processing. For example, biometric-based self-boarding solutions can identify passengers securely and seamlessly, eliminating the need for manual document checks. Automation can also extend to security checks, where AI and machine learning can enhance efficiency and accuracy while reducing physical contact.

Visual Sensors and Data Analytics:

Visual sensors strategically placed throughout the airport can monitor passenger traffic and queue lengths. This data, combined with analytics, enables efficient staff deployment and proactive management of potential bottlenecks. By optimizing passenger flow, airports can reduce wait times and enhance the overall travel experience.

Common-Use Passenger Processing Systems (CUPPS):

Adopting CUPPS, such as those offered by AeroCloud, can bring significant improvements to airport operations. These flexible and cost-effective solutions allow airports to manage various processes, including check-in, security access, and resource scheduling, all through a centralized platform. CUPPS improve efficiency, reduce hardware requirements, and provide valuable data for decision-making in retail and concession environments.

By embracing contactless customer service, airports can process passengers more efficiently, enhance security, and elevate the overall travel experience. This approach becomes even more critical in the post-pandemic era, where staff shortages and increased passenger numbers pose significant challenges.

Automation of compliance processes

Airports are increasingly turning to technology to improve the efficiency of passenger processing and enhance the overall customer experience. Automation of compliance processes is a key area where airports are focusing their efforts to streamline operations and reduce delays.

One example of automation in action is the use of self-boarding gates with facial recognition technology. This technology reduces the need for manual checks of physical documents, such as passports, by airline agents, speeding up the boarding process and reducing queues. This not only improves the passenger experience but also helps airports optimise their use of space and resources.

Another way airports are automating compliance processes is through the use of digital portals and mobile apps. Passengers can scan a QR code with their smartphone to access information, chat with customer support, and even be guided through compliance requirements. This empowers passengers to take a more active role in ensuring they meet immigration regulations, reducing the need for manual interventions by checking agents.

To further streamline the process, some airports have introduced Common Use Passenger Processing Systems (CUPPS), which provide a seamless and secure way to handle check-in, bag drop, security access, and boarding processes. These systems reduce hardware requirements and operational costs while improving the flow of passengers through the airport.

Additionally, airports are leveraging business intelligence and mobile apps to provide passengers with real-time information about wait times at checkpoints, as well as the availability of services like restaurants and cafes. This enables passengers to optimise their time and enhances their overall experience.

By investing in automation technologies, airports can improve operational efficiency, minimise delays, and enhance the customer experience, ensuring happy passengers who are more likely to spend money and return for future travels.

Biometric-based self-boarding

The biometric self-boarding process is straightforward and convenient, requiring only two steps. Firstly, travellers start with a secure mobile or on-site check-in by authenticating their ID documents and matching a selfie with their ID photo to create travel credentials. Secondly, when ready to board, passengers simply look at the camera for a face scan to verify their identity. This process is quick and efficient, taking only a few seconds to complete.

The introduction of biometric self-boarding gates has transformed the travel experience by making it paperless and hassle-free. Long lines, human errors, and the struggle to keep track of paper documents are becoming things of the past. As of 2023, 83% of airlines have implemented or plan to implement biometrics at boarding by 2026, and 75% of surveyed passengers prefer using biometric data instead of passports or boarding passes.

Queue management

One approach to improving queue management is to identify the factors contributing to queue congestion. This involves understanding the customer journey and the various touchpoints within the airport, such as check-in counters, security checkpoints, baggage drop-off lines, and boarding gates. By recognizing these pain points, airports can take proactive measures to streamline processes and reduce bottlenecks.

To optimize queue management, airports should aim to understand passenger flows and identify areas of crowding. This includes analyzing entry and exit points, peak hours, and queue waiting times. With this data, airports can strategically allocate resources and staff members to manage crowds effectively. Intelligent queuing systems, such as virtual queue management solutions, play a crucial role in enhancing the overall passenger experience.

Virtual queuing is a technology-driven approach that allows passengers to join queues remotely via mobile apps or online platforms. This system enables passengers to spend their waiting time as they please, reducing physical queues and improving operational efficiency. Virtual queuing also provides valuable data for forecasting, planning, and resource allocation, helping airports make informed decisions to enhance their services.

Additionally, airports can leverage digital technologies to speed up passenger processing and improve efficiency. For example, self-service options, such as self-boarding gates with facial recognition, reduce the need for manual document checks and streamline the boarding process. Contactless customer service, where passengers can scan a QR code to access information or live chat with an agent, further enhances the efficiency and satisfaction of passengers.

Frequently asked questions