Automation for A Hassle-free Journey?
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There’s no question that efficiency is integral to improving passenger experience. Passengers are looking for a hassle-free journey from point A to B and, as a result, more and more services are becoming automated including the check-in process. Most business travelers will tell you they always check-in online so as to avoid the long queues that have become commonplace at airports.
To keep up with customer demand for efficiency, some airlines and airports are investing in technology that can make the process even more seamless. For example, United has just launched a new mobile passport scanning app that gives customers the option to check-in 24 hours prior to flying, allowing them to skip the check-in kiosks all together. Similarly, Hartsfield-Jackson airport in Atlanta (one of the busiest hubs in the world) has launched a mobile app that allows passengers to submit their information to US customs for review.
But there is something to be said about the level of service that comes along with staffed check-in desks and some travelers wouldn’t have it any other way. “For first and business class travelers more accustomed to elevated personal-service standards, self-service automation may not be desirable,” says Marisa Garcia in her article Suit up With Tailor Made Services from our July issue.
Many would argue that no matter how efficient self-service kiosks become, they could never assist a passenger in distress. BCS Group, a New Zealand-based technology company, is trying to change that. They are in the process of developing an airport kiosk avatar that can detect a passenger’s mood and react accordingly. If the machine detects the passenger is stressed, the avatar voice responds in a business-like manner. On holiday? The passenger will likely receive a more cheery and chatty avatar personality.
Although I am a huge fan of online check-in services and self-serve kiosks, if I had 30 minutes to catch my connecting flight at a hectic airport, I would opt for a friendly face over a chatty avatar any day.