Elevating a Global Airline’s Passenger Experience through Kiosk Technology

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Elevating a Global Airline’s Passenger Experience through Kiosk Technology

Industry: Transportation

As the air travel industry continues to evolve at a faster pace, more and more airlines are under pressure to provide their passengers with a seamless and efficient travel experience. Kiosks have emerged as a pivotal solution, allowing customers to check in, manage bookings, and access flight information independently.

At Pointwest, we’re committed to driving business success through innovative digital transformation efforts. We understand the critical role that self-service kiosk solutions can play in enhancing customer experiences. So when one of the world’s most renowned airlines approached us with the task of enhancing their self-service check-in product, we were more than ready to take this on.

Understanding the Challenge

Kiosk technology is an essential component of the IT-driven customer self-service business model that is currently prevalent in the air travel industry. Automated kiosks, deployed by airlines, are networked peripheral devices that provide customers with direct access to centralized customer service systems. However, ensuring that this technology functions flawlessly, even during unexpected situations, is crucial.

Our Solution

Pointwest played an active role in enhancing our client’s self-service check-in product through our variety of digital solutions. Our efforts were spread across the different main sub-projects for our client:

PCC Kiosk: The kiosk application that was used for check-in.
PCC OCI: The internet application utilized for online check-in.
PCC PCW (Preferred Check-in Web Service): The interface of the mobile check-in application that ensures core functionality with our client’s check-in system.

We initially developed a kiosk-based Insulated Self Service Device (ISSD) application that enabled passengers to check-in even when the Global Distribution System (GDS) was offline. Once the GDS was back online, the transactions stored were replayed and the data synchronized with the system.

This was followed by the Re-architected Self-Service Device (RSSD) initiative, which modernized the kiosk-based check-in application by updating both its front-end and back-end systems. Our team was involved in the following aspects of this project: Systems Integration Impact Assessment, Requirements Analysis and Management, and Development and System Testing.

Success Delivered

With the implementation of our self-service check-in solutions, we were able to help our client improve the quality and efficiency of their service delivery while reducing operating costs. The self-service kiosks were able to help give passengers a faster check-in experience, saving them on time from navigating airports and standing in lines.

Our solutions were also able to provide customers with a wide range of features, including:

Individual and large group passenger check-in
Boarding pass management and printing
Seat assignments and upgrades
Baggage check-in and bag tag printing
Frequent flyer information and passenger name record management
Non-revenue passenger processing
Wait list and standby passenger management
Passenger search and flight changes
Handling of “Do-Not-Board” (DNB) or selectee passengers, Irregular Operations (IROP), and late check-in or missed flights
Volunteer solicitation
Shuttle ticket purchase
Multi-channel support (offline mode, independent kiosks, common-use kiosks, mobile, online / web, agent-based)

The success of our client’s self-service kiosk program is a testament to the power of our technical expertise in delivering solutions that can elevate the passenger experience.

At Pointwest, we partner with clients to understand their challenges and craft solutions that deliver real results. With our proven track record in the transportation industry, coupled with our extensive experience across various sectors, Pointwest is the perfect partner for your enterprise’s digital transformation journey.

Contact us today to discover how we can help your enterprise take flight!

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