Empirical Analysis of Passenger Self-Service Implementation in Cairo International Airport

Abstract

The purpose of this paper is to provide an empirical analysis an airport passenger operation and to improve its efficiency. An implementing was conducted to evaluate the quantitative and qualitative efficiency of the self-service check-in booth in Cairo International Airport. As community becomes more customary with new technologies, airlines and airports are using new steps to deliver faster and smother services to airline passengers. This study includes web check-in, mobile phone check-in, check-in kiosks, and personalized check-in methods. Data were collected at Cairo International Airport on several non- sequential days. The results showed that to create satisfaction with the check-in process, e-check-in appears to play an important role as it reduces waiting times. However the new procedures are not trusted completely, so operated check-in steps are still needed. Self-check-in steps appear more important for passengers. Furthermore, web check-in appears to be a more common method, especially for travelers aged 35- 44 years.