Airport's Self-Service Check-In Kiosks | Kairos Institute

Airport's Self-Service Check-In Kiosks

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Kiosks are passenger processing systems that have revolutionized the facilitation and efficient processing of passengers and their baggage at airports.  Most of the airlines are provides self-service check in for their passengers. Self-service check in kiosk is usually located in the airport check in area, but it can also be found in off airport locations, such as hotels.

Airlines move to mores self services for three primary reasons; First, to give passengers more control over their travel experience. Second, to save passengers time. Three, to allow airlines to more efficiency serve their customers and reduce costs.

Self-service check in kiosk is machines that allow passengers to check in and issue their own boarding pass and often also their baggage tags.

There are two types of kiosks, Dedicated and Common use kiosk.

Dedicated kiosk that facilitate self-service check in for one carrier and common use kiosk that allow passengers to check in on multiple airlines using the same shared kiosk.

Passenger self check-in at the airport has been implemented with Common User Self Service (CUSS) kiosks. CUSS is the means by which multiple airlines provide a check in application on a single device for use by passengers. In order to speed up passenger clearance during the check-in process, self check in using CUSS was introduced. This allows passengers not only to do their own check in at airport, but also affix the baggage tag on their on their check in baggage and drop it off themselves. This helps increase efficiency and reduces labour costs because with self check in, PGSA need only assist passengers to use CUSS.

Passengers are able to use CUSS Kiosks, now present in many airports, to:

  • Display schedules
  • Fare quotation
  • Make a reservation
  • Verify a reservation
  • Purchase ticket
  • Obtain boarding pass
  • Obtain baggage tags
  • Boarding access
  • General service information
  • Change of reservation/revalidation
  • Automated re-issuance

At its best, the system will be quick, convenient and easy to use. it will speed up the check in process. At the organizational level, the system will help save cost through:

  • Reduced space requirements
  • Increased productivity
  • Reduced documentation
  • Simplified accounting procedures
  • Reduced ticket costs
  • Improved cash flow

Passengers using airports which do not offer CUSS capability may experience longer queues at check in counters whereas CUSS enabled check in allows greater passenger facilitation. Cuss offers major advantages to the aviation industry including interface with other systems such as the DCS, reservations, ticketing, credit verification and accounting, etc.

When a survey conducted by IATA on Air travel passengers, 70% of the passengers preferred self service and airports around the world are installing Kiosk facility for smoother check in process.

The check in process of a passenger with CUSS as follows;

  1. Customer confirms intention to travel.
  2. The airline validates that the passenger’s ticket is valid for the flight.
  3. A seat is allocated to the passenger for the flight.
  4. A boarding pass or multiple boarding passes are produced for the passenger.
  5. Any special requirements or assistance are processed.


Prepared by

Radhika P G


Kairos Institute, Thodupuzha

   2019-11-12 14:48:37
   Kairos Institute

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