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Customer self-service solutions for airlines and airports from IBM
Deliver on passenger preferences
When it comes to self-service options in the airline industry, passengers are most interested in convenience, choice and efficiency, while airlines need to focus on cost efficiency, dependability and function-rich solutions. Customer self-service solutions for airlines and airports from IBM can help airlines deliver on the demands of passengers and achieve their business goals by offering smarter options for the check-in process. The solution allows airlines to enable multiple points of customer contact—kiosks, the web and mobile devices—to provide flexible check-in services to passengers and streamline operations.
Smarter check-in takes flight
Customer self-service solutions for airlines and airports enable check-in access for passengers from instrumented kiosks, websites and mobile devices. All of these channels provide common check-in services such as passenger identification, flight information, baggage handling, seat changes and issuing of boarding passes. The solution then interconnects each channel with back-end departure and reservations systems using a single, central business logic layer called Common Travel Services (CTS).
CTS provides the communication interface, message translation and business logic processing between the check-in applications and the airline's host sever to integrate the data gathered from the different channels. By enabling and integrating multiple check-in channels, airlines can provide innovative and intelligent check-in options that can improve the traveling experience and generate the business efficiencies airlines need in this very competitive industry.
First-class opportunities
Fleet In addition to the operational benefits the solution provides, airlines that leverage multiple points of customer contact can:
- Reinforce branding to strengthen their corporate image.
- Provide enhanced services such as automated alerts about flight delays.
- Increase revenue potential by offering value-add flight services.
- Enable up-sell opportunities such as cabin upgrades.
- Deploy marketing campaigns at the point of contact to drive customer acquisition and retention.
Ready for the runway
Customer self-service solutions for airlines and airports consist of ready-to-deploy modules that are delivered at a reduced cost and schedule compared to a custom approach. The solutions are designed to provide the functionality that airlines need with both essential and configurable check-in components. These modules include:
- Kiosk check-in (KCI)—our industry leading airport self-service check-in solution is common use self service (CUSS) compliant and certified on all major CUSS platforms on the market. Two standard graphical interfaces are available, both tested for usability and accessibility. KCI is highly customizable and allows for application development beyond the core check-in functions. IBM also provides a variety of compatible CUSS certified kiosk hardware.
- Web check-in (WCI)—this robust application is ideal for Internet users and can reduce airport congestion and increase the availability of agents for other services. Passenger adoption is high and the cost of operation is minimal because WCI leverages an airline's existing website and infrastructure.
- Mobile check-in (MCI)—this full-featured check-in application is consistent with the other channels, but optimized for mobile devices. The design of the user interface and application flow minimizes user input requirements while still giving the passenger control over the check-in experience. Check-in can occur practically anywhere and the electronic boarding pass is sent directly to the traveler's mobile phone via short message service (SMS) or wireless application protocol (WAP).
