Self Service Technology

SELECT A SELF SERVICE TECHNOLOGY THAT YOU BELIEVE IS NOT POPULAR WITH THE TRAVELLING PUBLIC AND DESCRIBE WHAT YOU THINK THE ISSUES ARE WITH AND HOW THESE MIGHT BE OVERCOME.

Self Service with Mobile Check-In at the Airport

Introduction

With lower airfares (Stoller, 2009), airlines must find ways to improve efficiency and lower costs (Falconer, 2008) to remain viable. One such way is to move toward a paperless check-in system by expanding what customers can do from their Internet-enabled mobile phones as part of the industry 's continued emphasis on self-service. (Brockman, 2009)

All airlines must be Bar Coded Boarding Pass (BCBP) capable by the end of 2008, and by the end of 2010 all boarding passes must be BCBP. When the 2010 deadline is reached, BCBP usage will result in an annual $800 million saving to airlines. (Falconer, 2008)

It is reported in the July’s copy of International Air Transportation Association (IATA) newsletter that they have met their 2009 Board target for July 2009. The BCBP team is now focusing on the 2010 board mandate of 100% BCBP. The project is currently engaging all airlines and airports who have yet to submit a plan for 100% BCBP to IATA. (IATA Newsletter 2009). The Bar Coded Boarding Passes (BCBP) can help to reduce queues at airports and minimize the operating cost for an airline. The passenger simply receives a text message on their mobile, and all relevant information will be displayed on the screen for inspection, before boarding the aircraft.

How the Paperless System Works
Here’s how the system works: Instead of printing a pass, passengers download it to their cell phones or PDAs, which is then scanned by US Transportation Security Administration (TSA) security officers at the checkpoint, thus theoretically eliminating the need for a real boarding pass. Each paperless boarding pass will display an encrypted two-dimensional bar code along with passenger and flight information that will identify the traveler. TSA travel document checkers will use hand-held scanners to validate the authenticity of the paperless boarding pass sent to some passengers. (Ross Falconer, 2008).
The two-dimensional version looks more like the snow on a television screen that has lost its signal. It can hold more information and is more adaptable than the magnetic stripes that used to be the industry standard. (Susan Stellin, 2008).

Example of an Industry Player Going Paperless
UK airline bmi piloting Real Time’s FirstPass, which delivers boarding pass information directly to passengers on their mobile phone, PDA or Blackberry, to help speed up the boarding process. The system went live on 12 May.
FirstPass uses mobile technology to encode a passenger’s details within an industry standard 2D barcode. The boarding pass can then be read directly from the mobile handset by existing scanners installed at airports for paper-based ‘print at home’ boarding cards. FirstPass removes the need for passengers to carry any type of paper-based boarding pass. (Ross Falconer,2008)
No more queuing upon check-in for passenger using FirstPass. All it takes is one MMS, and the passenger will have the information displayed as text for inspection, upon boarding the aircraft.
Why Paperless Check-In is not popular?
Some concerns arising from passengers are: 1) What if the wireless device fails? Will passengers be sent back to the ticket counter for a paper pass? Might they then miss their plane?’ 2) Traveler who travels on official (i.e. corporate or government) business is not able to submit the paper boarding passes for reimbursement purposes (paperless check in is not sufficient because it does not prove that he/she has taken the flight). 3) Another problem is displaying the e-boarding pass OFFLINE. The airline website does a fine job of finding the reservation and getting the traveler checked in and even displaying the e-boarding pass; but since this is a secure connection it times out after a while. So if one check in using their iPhone while in the cab, by the time he/she arrives at the security area, the page has long since timed out! Hence resulting in having to go through the whole process again to display the boarding pass. 4) TSA agents are not given proper training. Therefore will serve no purpose to expedite the check-in. 5) Some may not own mobile phones with PDA or WAP functions (not everyone has a cell phone, and not all cell phones meet the minimum specifications for the program). 6) Low Degree of Elderly Customer Acceptance (Gadget-like innovative nature)

Ways to Overcome these Issues 1) Create a system that allows the TSA scanners to communicate with the airline’s reservation system. That way, one can scan a photo ID to verify you have a boarding pass, allowing people without cell phones to participate. 2) Integrate check-in with behind-the-scenes processes for all stages of passenger handling. 3) Develop software that allows mobile phones of any type to connect with the airline 's website and then display a machine readable image of the barcode that accompanies the Passenger Name Record.(Field, 2007) 4) Step up on battery charges and reliable wireless signals at airports, to facilitate mobile devices and enable a stress-free trip
Conclusion
The future will continue to be a blend of kiosk check-in, both common and proprietary, and mobile device check-in. This arrangement will give people the choice and also at which time would they prefer the traditional over the self service check in or vice versa. At this point in time, there is way too much regional differences for one mode or another to take over.

References:

Joshua Brockman (2009, May 04). Airlines Boost Self-Service with Mobile Check-In. Retrieved August 12, 2009, from National Public Radio Web site: http://www.npr.org/templates/story/story.php?storyId=103781402 Ross Falconer (2008, May). Mobilizing passenger travel. Retrieved August 14, 2009, from PPS Publication Web site: http://www.check-in.aero/2008/05/mobilising-passenger-travel/

Ross Falconer (2008, September). The BCBP vision. Retrieved August 14, 2009, from PPS Publication Web site: http://www.check-in.aero/category/bar-coded-boarding-passes/

David Field (2007, December 12). Remote control: how technology will shape the check-in of the future. Retrieved August 15, 2009, from Airline Business Web site: http://www.flightglobal.com/articles/2007/12/19/220403/remote-control-how-technology-will-shape-the-check-in-of-the.html

Susan Stellin (2008, March 18). Paper Is Out, Cell phones Are In. Retrieved August 18, 2009, from The New York Times Web site: http://www.nytimes.com/2008/03/18/technology/18check.html?_r=3&ref=travel&oref=slogin&oref=slogin Gary Stoller (2009, July 1). Airfares on most routes are lower this summer from USA Today. Retrieved August 16, 2009, from Web site: http://www.usatoday.com/travel/flights/2009-06-29-cheaper-summer-airfares_N.htm (2009, July). BCBP capability hits Seventy per cent thanks to the USA. Retrieved August 18, 2009, from IATA Web site:
http://www.iata.org/stb/newsletter/july-2009/bcbp.htm

References: Joshua Brockman (2009, May 04). Airlines Boost Self-Service with Mobile Check-In. Retrieved August 12, 2009, from National Public Radio Web site: http://www.npr.org/templates/story/story.php?storyId=103781402 Ross Falconer (2008, May). Mobilizing passenger travel. Retrieved August 14, 2009, from PPS Publication Web site: http://www.check-in.aero/2008/05/mobilising-passenger-travel/ Ross Falconer (2008, September). The BCBP vision. Retrieved August 14, 2009, from PPS Publication Web site: http://www.check-in.aero/category/bar-coded-boarding-passes/ http://www.nytimes.com/2008/03/18/technology/18check.html?_r=3&ref=travel&oref=slogin&oref=slogin Gary Stoller (2009, July 1)