Self-Service Top Ten

Self-service is exploding, especially in North America. In an industry which is shifting from a transportation-centric to a traveler-centric model, airports and airlines have much to gain from implementing self-service tools which improve the passenger...


Typically, an airport will need one power source (into a UPS) and two data network connections (potentially wireless for optimal flexibility). It’s also necessary to talk to the vendor about whether or not it’s necessary to drill into the floor, and the core room requirements. Things as simple as this are often overlooked and can lead to delay and incremental cost.

10) “The silver bullet” —leveraging the experience of others

Working with an experienced company with knowledge of all of the above coupled with a thorough understanding of airport passenger process flow is critical in the meeting the objectives set forth by the airport’s self-service strategy.

The role of the kiosk vendor is to facilitate and guide an airport to define its role in common-use business practices, design the new self-service passenger process and help the airport gain local community agreement, assist with kiosk hardware component selection, lead facilities design, including kiosk location, capacity planning, bag drop, rework, signage, and passenger flow, using simulation software. They should also help the airport along the way with process evaluation and fine tuning as it progresses.

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