Are You Being Served? Reinventing The Airport Check-in Experience.

As airports handle record numbers, crowded check-in halls are becoming more commonplace, prompting airports to rethink their approach to space, resources and passenger experience.

It’s time for a holistic approach to airport check-in

Sharing resources presents its own challenges. How can airports optimise the check-in process for efficiency while smoothing the travel experience? How do they balance the needs of full cost and low service airlines in one terminal? And, how do they adapt to growing preferences for online or self-service check-in?

Optimizing space

Typically, hall allocation is stacked in favour of heavy-hitter airlines — not towards the best use of available space.

Predicting passenger behaviour

Traditional check-in models allocate static desks per flight for three hours. This results in uneven capacity management. Data from Dolby and Holder Consulting suggests that fixed counter timeframes cause a 40% decrease in capacity, require 22% more handling agents, and cost 22 minutes in lost dwell time.

Automating resourcing decisions

With sophisticated check-in resource planning considerations, intelligent allocation tools enable airports to automatically balance resource availability with factors like airline preferences and service level agreements.

Incentivizing better throughput

Directly linking resourcing to billing allows airports to demonstrate the financial and efficiency benefits of resource-sharing to airline partners, whose early engagement is critical in any operations process transformation.

Happier passengers, more efficient airports and airlines

This holistic, predictive collaboration approach to check-ins helps reduce queues and improve the passenger experience. And happy travellers tend to spend more time and money in concessions.

Christian is the quintessential marketing and PR professional, with a strong background and experience in creative content and digital marketing & social media.

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