WARMINSTER, PA, AUGUST 30, 2024 –
With ever-rising passenger expectations for a quick and convenient airport experience, airlines and airports are continually seeking ways to improve operations. In light of the meteoric rise of self-service technology, this blog post will explore the ways in which self-service kiosks are revolutionizing the airport experience.
What is a Self-Service Kiosk?
Self-service kiosks are standalone machines comprising both hardware and software components, allowing customers to perform various tasks independently without needing employee intervention. In the airport environment, self-service kiosks can be utilized for a diverse range of tasks, many of which would usually be completed at a manned check-in counter.
The Rise of Self-Service in Airports
Self-service kiosks are now an integral part of airports worldwide. With increasing passenger numbers, self-service kiosks have been key to managing this heightened demand and to improving the overall airport experience. Considering the revolutionary benefits they can bring to airport operations, it is perhaps unsurprising that self-service kiosks are being so widely implemented by airlines and airports all over the world.
Self-Service Kiosk Use Cases
Inherently versatile, self-service kiosks are utilized in a number of different ways across the airport environment. For example:
Flight Check-In
Firstly and most commonly, self-service kiosks can be found as soon as you walk into an airport terminal. Many airlines now widely use self-service technology to expedite the check-in process. These kiosks allow passengers to easily complete the check-in process, often without needing assistance from staff members. For example, passengers can check in bags, print boarding passes, and input any special requests.
Departure Lounge
Self-service kiosks can also be found after security in the departures area. Self-service kiosks can allow travelers to check-in and/or purchase access to private airport lounges. Likewise, inside these lounges, kiosks can be used as a central point for lounge users to access essential information and make additional purchases.
Information Access
Considering how busy and chaotic airports can be, management continually seeks ways to improve the traveler experience. One of the key ways that this is being achieved is by making access to critical information simple and easy. It is common nowadays to find self-service kiosks dotted throughout the terminal for information-access purposes. Users can easily access critical information (e.g., terminal maps, amenities, and more) without the need to locate an airport associate.
Point of Sale & Order Entry
Outside of the airport environment, self-checkout kiosks have been a strategic investment for many retail and hospitality businesses. Customers have been empowered to check-out and place orders independently. For many organizations, integrating self-service technology has helped alleviate pressure on staff while improving the customer experience. As follows, the same approach is starting to be applied more widely by businesses in airport terminals.
The Benefits of Self-Service Kiosks
As will be explored in the following section, the benefits of self-service kiosks in airports are abundant and wide-ranging.
Faster Check-In
Whether at check-in, security, or boarding, many of us have spent frustrating amounts of time waiting in long airport lines. By implementing self-service technology, airlines and airports have prevented such long wait times, particularly at the check-in area. By inviting passengers to complete most check-in tasks before traveling to the airport, airlines can significantly reduce the time individuals need to spend at the physical check-in area. This significantly helps to speed up the check-in process and manage passenger numbers in the terminal.
Cater to Passenger Preferences
As in the retail industry, where an increasing percentage of consumers prefer self-checkout over the traditional associate checkout, the aviation industry is also seeing a shift. Today, many travelers prefer to reduce the amount of human contact at the airport by checking-in and making purchases independently.
Reduced Contact
As suggested, integrating self-service options helps to reduce the amount of contact between staff and passengers. This is especially pertinent in the post-pandemic era, where many people prefer to limit unnecessary contact with others. By implementing self-service technology at various touchpoints throughout the airport, travelers can choose to reduce the amount of contact they have with airport staff.
Scalability
As passenger numbers continue to rise, self-service kiosks will be vital to coping with this demand. Given the lower number of staff typically required, self-service technology is easier to scale. By turning the responsibility over to passengers, airlines and airports can increase the number of travelers they process in a given time.
Reduced Costs
It has been widely reported that investment in self-service technology helps to reduce costs. By empowering travelers to complete essential tasks independently, airlines/airports can reduce the number of required staff at any given time while maximizing the number of travelers processed through the terminal. In turn, both of these factors help to reduce costs.
Versatile & Multi-Use
As this blog has outlined, self-service kiosks are inherently versatile and can have many use cases throughout the terminal. Whether for check-in, information access, or point of sale, the self-serve kiosk has quickly become an integral part of the airport experience.
The Latest Advancements in Self-Service Technology
As is the case across many other industries and technologies, self-service has also seen ongoing advancements and innovation.
Biometric Verification
Biometrics have been at the forefront of technological innovation for some time now. In the aviation industry, biometrics play an increasingly central role in both security and the overall traveler experience. The benefits of integrating biometric technology into self-service kiosks are unparalleled. Not only do biometrics help to ensure a higher level of security, but they also help to speed up processing times.
Expansion Into Other Services & Use Cases
As highlighted in this blog, the self-serve kiosk has seen advancements beyond the usual check-in usage. By combining both hardware and software components, management can create a highly versatile and lucrative solution that can be used for many use cases throughout the airport terminal.
Advanced Integrations
Another way that self-service kiosks are helping to revolutionize the traveler experience is through advanced technology integrations. When seeking to create an aesthetic and modern kiosk, one of the main difficulties is fitting several different technologies into a relatively small and compact space. Kiosk designers must ensure that all components fit securely and ergonomically while ensuring that key functions and features remain accessible. With modern self-service kiosks like those from Havis, airlines and airports can expect to reap significant operational benefits and achieve enhanced user satisfaction.
Internet of Things (IoT)
The Internet of Things (IoT) is a network of physical objects which can connect and exchange data via the internet. While this may sound complicated, these objects can range from day-to-day household devices to more complex technologies used for commercial and industrial purposes.
In the context of airports, self-service kiosks are also part of the Internet of Things. For airports and airlines to fully realize the benefits of self-service, these kiosks must be synced with other technologies and data systems throughout the terminal (e.g., security hall traffic, store inventory levels). If self-service kiosks in the check-in area can communicate key traveler information to systems elsewhere in the airport, this can significantly streamline processes and optimize the airport experience for travelers and employees alike.
Havis Self-Service Solutions
As an industry-leading provider of technology mounting and mobility solutions, Havis is the ideal partner for those in the aviation industry seeking to optimize efficiency and enhance the traveler experience. Havis offers versatile and customizable self-service kiosk solutions suitable for the diverse airport use cases explored throughout this blog.
Pedestal & Countertop Kiosks
From sleek, minimalistic podiums to fully-customizable kiosks, Havis provides a comprehensive portfolio of kiosk solutions. Available in both pedestal and countertop variations, Havis kiosks provide unmatched flexibility and versatility. With a wide range of accessories and seamless compatibility with devices from the market’s leading technology manufacturers, Havis kiosks can be tailored to an airline or airport’s exact requirements.
Convertible Kiosks
Taking flexibility to the next level, Havis also offers convertible kiosk options which allow organizations to easily switch between self-service and associate points of sale. For example, with the SC-1000 Countertop Swivel Base option, users can seamlessly switch between service modes to effectively manage traffic, reduce wait times and ultimately, improve customer satisfaction.
Conclusion
For airports and airlines around the world, self-service kiosks are the future. Whether for passenger check-in, information access or point of sale, self-service technology has proven itself to be increasingly integral to revolutionizing the airport experience.
To learn more about Havis’s self-service kiosk solutions, click here. To explore the full Aviation portfolio from Havis, visit our website here.
ABOUT HAVIS
Havis, Inc. is a privately held, ISO 9001-certified company that is the leader in providing robust and reliable end-to-end technology mounting and mobility solutions in demanding environments. The Havis legacy dates back over 80 years as a trusted designer and manufacturer of critical equipment that ensures technology is accessible, secure and reliable.
Havis’s engineering and manufacturing teams are committed to consistently researching and developing unique products and solutions for a range of industries worldwide. With headquarters in Warminster, PA, and additional locations in Plymouth, MI, Burnsville, MN, and in the UK, Havis currently employs more than 400 team members. For more information on Havis, please call 1.800.524.9900 or visit http://www.havis.com.
