FROM check-in to document scanning, baggage tagging and even boarding, more do-it-yourself options will be available to air travellers in three to five years.
The airline industry which expects to lose US$5.2 billion (S$7.4 billion) this year, is pushing for more automation and self-service options to reduce costs, said Mr Philippe Bruyere, a director at the International Air Transport Association (Iata). It would also offer passengers more choices and flexibility he told The Straits Times yesterday.
While some self-service facilities like check-in kiosks are already available at more than 110 airports today, Iata - the global voice of about 230 airlines - wants to offer the self-service option 'through the entire journey', he said.
For example, travellers sometimes complain that after they do self check-in, they have to join the queue because there are no proper baggage drop-off facilities.
There are also no common standards across the industry so travellers are sometimes confused by the different options offered by different airlines at different airports.
At Changi Airport for example, Singapore Airlines and Northwest Airlines - the two carriers that offer self-service check-in kiosks - use different systems and machines.
Currently, as part of the 'Fast Travel' project which was launched in December last year, Iata is doing a one-year trial with more than 10 airlines, airports and other industry players such as German carrier Lufthansa, Japan Airlines, All Nippon Airways, and global ground-handler Swissport.
Among other things, the project team is looking at self-boarding, similar to what commuters do at turnstiles at MRT stations.
Also in the works, a system for travellers to register lost bags either online or via kiosks at airports, and also to personally change booking details if they miss a connecting flight for example.
In short, the aim is to make the do-it-yourself option available for all services, except for immigration and security checks.
While Iata is keen to push the project which could result in annual savings of between US$1 billion and US$2 billion, Mr Bruyere acknowledged it cannot force airlines and airports to introduce the programmes, Carriers in dire financial straits, for example, are unlikely to embrace the project as a priority, he said. And, cost factors are a major consideration.
At Changi Airport for example, a project to introduce more self-service check-in kiosks at Terminal 1 has yet to take off because airlines want to ensure that introducing the facility will be cost-effective for them.
Despite such concerns, Iata is confident that many airlines would be keen to introduce the new initiatives.
Mr Bruyere said: 'This is a tough industry and most airlines know they have to constantly re-invent themselves to better serve their passenger, to be more efficient and to offer more value...It is the only way to survive.'
karam@sph.com.sg
The six do-it-yourself steps
1 Check-in. Via the Internet, mobile phones or using self-service check-in kiosks at airports.
2 Bags ready to go. Travellers to tag their own bags, weigh them and then drop them off at stipulated baggage counters.
3 Document scanning. Passports, visas and other relevant documents are scanned, possibly at self-service check-in kiosks as well.
4 Self-boarding. Instead of having airport staff check tickets and boarding passes, travellers can opt for automated gates.
5 Flight re-booking. For travellers who miss their flights, they will be able to re-book using kiosks, for example, instead of getting the changes done at the counters.
6 Baggage recovery. If bags are lost, travellers can key in their details either online or using self-service kiosks. Airlines can then contact them when the luggage is found.
This article was first published in The Straits Times on September 09, 2008.
