Implementing Check in Kiosks Increases Smart Travel Capabilities

Posted: April 19, 2016 at 5:45 pm

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Digital signage and interactive kiosks have been taking the marketing world by storm. However, their immediate value can be seen when used in a self-serve customer service fashion.

Customers today desire quick, streamlined, and stress-free processing, whether it’s in a grocery store line or at an airport. Airports have been quick adopters of check-in and customs kiosks because of the sheer volume of input that travellers can manage themselves. The goal being that this also helps reduce the amount of time it takes to address large volumes of people during busy airport times.

Check in kiosks are enabling travellers to print their boarding passes, choose their seat, pay for baggage, and even print their baggage tags. While baggage must be weighed and tagged by airport representatives, the number of travellers who choose to travel without checked-in luggage soar past check-in lines to reduce long wait times for everyone involved.

Getting Through to the Terminal Takes Time

Some of the busiest airports throughout the world have been doing everything possible to make flying an easier and stress-free experience.

However, multiple airlines still suggest getting to the airport two hours early to avoid missing a flight. The likelihood of a traveller actually missing their flight, however, is usually quite slim. According to the law of averages, and research from mathematician Jordan Ellenberg, the chances of missing a flight increases by 13% if travellers show up one hour before their flight leaves. The later you are, the more likely you are to miss your flight.

The suggested arrival time will surely go down the more we adopt travel kiosks that streamline the process.

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Airport Check-in Kiosks Make It Easier

Air Canada’s check-in kiosks, installed in 1999, have proven to reduce check-in time by 80%. This process, in conjunction with online check-in procedures, mean that there is no longer an extensive line at their desks prior to takeoff.

Your customer service representatives are freed up to offer one-on-one service, check-in bags, and truly go above-and-beyond in ensuring that your travellers are checked in and prepared for their flight.

Customer service isn’t the only pre-flight thing that adds to your brand perception; an International Air Transit Authority survey revealed that 75% of respondents viewed the on-time perception of their travel experience directly correlates to their brand image.

Passengers are increasingly growing impatient. The maximum time they’re willing to wait in a check-in line before losing their patience is 10 minutes, the more time they wait, the lower their opinion of your brand image.

The Real Problem is Going Through Security

It’s not just check-in that takes time at the airport. Getting through security has also been a source of stress for fliers. According to the Canadian Air Transit Security Authority (CATSA), wait times at security are usually under 10 minutes throughout Canada.

Security wait times throughout the United States, however, haven’t seen the kind of results they were hoping to see with a TSA pre-check program that was supposed to see them flying through security within 5 minutes. To date, the TSA has enrolled 9.5 million pre-paid and pre-checked passengers. Security screening time can still take as much as 90 minutes during peak travel times.

This is intrinsically due to the reliance on people enrolling for an expensive program as well as travelling to the airport to undergo pre-screening procedures.  

Adopting “Smart Travel” procedures would eliminate these lengthy wait times and streamline the entire security process. Adopting technology such as Dubai’s “Smart Gates” through biometric recognition procedures that can be implemented through touchscreen kiosks at security gates. Requiring fingerprints and optical scans ensures that travellers are who they say they are, and the continuation of body and luggage scan systems that leave little room for error.

The World Economic Forum’s suggestions on the Aviation and Travel Industry are pushing for the roll-out of smarter security systems by 2020 to streamline and secure both the visa application process, and airport operations.

Customs Kiosks Ensure Smooth Sailing

Pre and post flight customs can add to the extensive time it takes for your passengers to travel through the airport as well. Once your passengers arrive at their destination, they’re ready for their travel to be over. However, leaving the secure sections of the airport and going through customs has historically been a long process.

Throughout the United States, there have been 900 customs and immigrations kiosks installed at 34 airports, decreasing the average wait time by 24% – 40%. More specifically, at JFK’s Terminal 4, (considered one of the busiest airport terminals in the country) wait times at terminals with kiosks dropped by 22%.

A report by Global Gateway Alliance states that this is the area to save your passengers from frustration. Their research found that wait times averaged around 23 minutes at some of the busiest airports, (JFK, San Francisco, Miami, and LAX) and recommended the installation of more Automated Passport Control kiosks.

The IATA survey revealed that 48% of travellers have used an automated border control system and that there is an 89% satisfaction rate with these automated gates.

Whether you’ve been considering touchscreen check in kiosks for your brand, or are looking for a smoother solution to customer service, Baanto’s ShadowSense™ overlays add that layer of interactivity and ease-of-use that you’ve been looking for. With touch, pinch, and zoom functionality, your customer service check in kiosks can ensure that your passengers can input their information with ease and get where they’re going without hassle.

Give us a call today to discuss your requirements and for a demo on how ShadowSense can ensure that your kiosks are flawlessly optimized.

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