Self-service Check-in Research Articles

Self-service check-in kiosks in airport terminal planning: Static analysis on the airport check-in space

Self-service check-in kiosks are increasingly recognized as a cost-effective solution for expanding check-in capacity without the need for terminal building expansion. These kiosks serve as essential airport infrastructure, providing time savings for passengers, cost reductions for airlines, and optimized space utilization for airports. This study aims to investigate whether the claimed 49 percent reduction in required check-in space with the adoption of self-service check-in kiosks is valid and examines how various factors influence this space saving. A small sized airport with an average annual traffic of 1 million passengers and 500 Typical Peak Hour Passenger (TPHP) serves as the case study. Through static analysis, the study assesses the impact of failure rates associated with self-service check-in kiosks on overall space savings. The findings indicate that failure rates significantly diminish space savings, underscoring the importance of technology reliability in maximizing efficiency. Additionally, space savings are influenced by passenger demand, passenger profiles, processing times, queuing/waiting times and space per passenger. These results suggest that while self-service check-in kiosks can enhance operational efficiency and passenger satisfaction, their effectiveness is contingent upon managing technology reliability and understanding diverse passenger needs. Overall, this study highlights the potential of self-service check-in kiosk in improving airport operations while providing valuable insights for future implementations.

The adoption of self-service check-in kiosks among commercial airline passengers

This study examines passenger adoption of self-service check-in kiosks based on the technology acceptance model (TAM) and its extension. This study investigated the relationships between three independent variables (technology self-efficacy, need for human interaction, and perceived enjoyment) and two TAM's cognitive variables (perceived usefulness and ease of use). The analysis of these relationships is novel in aviation self-service technology research. Structural equation modeling (SEM) was employed to analyze 346 valid responses. The analysis reveals that enjoyment enhances the perception of self-service check-in kiosks as useful and easy to use, resulting in greater intention to use them. Moreover, passengers with higher confidence in their technological self-efficacy are more likely to perceive check-in kiosks as helpful. However, passengers may perceive kiosks as less useful when they require more human interaction. The results of this study contribute to the current knowledge on aviation self-service adoption. Additionally, managerial implications are offered to improve the future of airlines' passenger services.

Fomite Transmission in Airports Based on Real Human Touch Behaviors

The public areas of airports are often bustling, raising the risk of infectious diseases spreading through fomites. We recorded 21.3 h of video at three airports, focusing on nine common areas (e.g., boarding and check-in areas) where people touch surfaces. We analyzed 25,925 touches to create a model for how microbes spread from surfaces to humans through touch. The airport mask-wearing rate is high (96.1% in non-restaurant areas), but it is lower (22%) in restaurants. Passengers touch their mucous membranes more often (10.3 times/hour) in restaurants compared to other areas (1.6 times/hour on average). Wearing a mask can significantly reduce the risk of obtaining a virus through direct contact with hands and mucous membranes. If everyone in non-restaurant areas wore masks, the viral intake fraction could be reduced by up to 97.4% compared to not wearing masks. People touch public surfaces the most in self-service check-in areas, at a rate of 473.5 times per hour. Disinfecting public surfaces or hands twice per hour could reduce the viral intake fraction in each area by 27.7% or 15.4%, respectively. The findings of this study provide valuable data support and a scientific foundation for implementing interventions aimed at mitigating fomite transmission within airport settings.

Optimizing the Transfer Process of Air-Rail Integration Services: A Simulation Approach

With the progress of regional integration in China and the growth of passenger travel demand, a single travel mode has been unable to meet passengers’ cross-regional, multimodal, and personalized travel needs. Air-rail integration service (ARIS) is gradually catching on with travellers. Compared with developed countries, ARIS remains in its infancy in China, with a low penetration rate. Against this backdrop, this study presents an SP survey of ARIS passengers at Shijiazhuang Zhengding International Airport as an example and analyses the factors affecting their transfer process using multiple ordinal logistic regression. The satisfaction analysis results help to construct a simulation model of ARIS of Shijiazhuang Zhengding International Airport by using AnyLogic to verify the optimization effect. The research results show a significant impact on the ARIS transfer process by gender, education, occupation, travel mode, travel cost, location of the shuttle bus, arrival frequency of shuttle bus, manual baggage check-in service, self-service check-in, and the performance of security check equipment. The adoption of optimization measures will reduce ARIS shuttle bus, baggage check-in, and security check-in times by 68%, 50%, and 45%, respectively.

Airport terminal flow simulation: impact analysis of self-service check-in technologies usage past and during the Covid-19 pandemic

Check-in is the process that passengers wait for the most before their flight. Waiting times of passengers will vary depending on the number of counters at the airport, the number of self-service facilities, and whether passengers benefit from online/mobile check-in technologies. As a result of the measures taken at airports with the Covid-19 pandemic, check-in processing times have been prolonged. In this study, Esenboğa airport domestic departure check-in operations are simulated with the ARENA-TRIAL simulation program. The developed scenarios were simulated at peak hours. Initially, it was determined that the number of employees and facilities should be increased to keep the service level at standards during the Covid-19 pandemic thanks to the optimum number of facilities obtained. Secondly, it was determined that the time spent by passengers for check-in processes increased significantly during the Covid-19 pandemic. In addition, it has been observed that the placement of the optimum number of self-bag drop facilities at the airport reduced the average waiting time required for the check-in processes of passengers in the period before and during Covid 19. Finally, during the Covid-19 pandemic, the airport queue density has increased dramatically.

Allocation and optimization of shared self-service check-in system based on integer programming model

Allocation and optimization of shared self-service check-in system based on integer programming model

Estimation of the innovative technologies influence on passengers processing procedures at the airport

In the period of coronovirus pandemic, a particularly important tasks of the airport are to reduce the time of passengers processing at check-in counters, baggage drop-off points and passport control counters, as well as to minimize contacts between people. All this can be achieved due to the implementation of the self-service check-in systems for passengers and their baggage, automatic boarding, self-service kiosks for reporting about lost baggage, etc. Insufficient number of processing points leads to forced delays, formation of passengers congestion at restricted areas. The article demonstrates how to use the queuing theory models to estimate the impact of the newest technologies on passengers processing at the airport. The automatic passengers check-in system has been considered as an example of the innovative technology for air passengers processing. Efficiency of the automatic passengers check-in system with self-service bag drop points implementation at the largest international airport of Western Ukraine Danylo Halytskyi International Airport Lviv has been proved, using queing systems models.

The Effect of Airline Self-Service Check-In Qualities on Intention to Use: Focused on Web and Mobile Check-In

The Effect of Airline Self-Service Check-In Qualities on Intention to Use: Focused on Web and Mobile Check-In

항공사 셀프 체크인 서비스품질이 사용 의도에 미치는 영향 : 웹 · 모바일 체크인을 중심으로

항공사에서는 운영의 효율성 제고 및 공항에서의 고객의 서비스 대기시간을 줄이기 위한 방안으로 웹 · 모바일 셀프체크인 서비스를 도입하면서 항공 이용문화 트렌드를 변화시키고 있다. 이에 본 연구는 항공사 웹 · 모바일 체크인 서비스 품질이 지각된 용이성과 지각된 유의성을 통해 사용의도로 발전 될 수 있다는 구조적 관계를 검증하고자 하였다. 실증연구를 수행하기 위해 총 256부의 설문지를 바탕으로 연구모형의 신뢰성,적합성 등을 검토하였으며, 구조방정식을 사용하여 총 8개의 가설을 검증하였다. 연구결과, 지각된 편익과 정보품질은 지각된 유용성 및 지각된 용이성에 유의미한 영향을 미치는 것으로 나타났으며, 지각된 편익, 정보품질, 시스템품질은 지각된 용이성에 긍정적인 영향을 미치는 것으로 나타났다. 또한 지각된 용이성은 지각된 유용성에 유의미한 정(+)의 영향을 미치며, 지각된 용이성과 지각된 유용성은 사용의도에 긍정적인 영향을 미치는 것으로 분석되었다. 이러한 연구결과를 바탕으로 항공사 웹 · 모바일 셀프체크인 서비스의 보완 및 활용에 도움이 될 수 있는 시사점을 제시하였다.

Air passengers’ willingness to pay for counter check-in services

The airline industry employs a variety of self-service technologies (including kiosks and web check-in services) that can increase efficiency and save time for passengers, mainly due to the fact that air passengers can complete their check-in procedures by themselves. Since the self-service check-in has not been widely utilized in Taiwan, this study mainly investigated factors that influence the willingness to pay (WTP) for choosing counter check-in services. Due to a large portion of our survey air passengers (58.5%) being unwilling to pay any fee at all, the spike model was adopted with a triple bound dichotomous choice survey in order to avoid estimation errors. Two types of trip lengths, short and medium/long, were investigated to gain insights into the effects of distance on the willingness to pay (WTP) for choosing counter services. The estimation results showed that the WTP for medium/long distances was higher than short distances. These findings could be used to guide managerial strategy as well as future research.

STUDYING TRAVELER’S USE OF SELF CHECK-IN TECHNOLOGIES IN SMART AIRPORTS

Nowadays, smart airport technologies provide travelers and tourists with a faster and more convenient air travel experience. The research aims to explore the reasons that drive some travelers to favor the use self-service check-in technologies, while others still rely upon the traditional agent assisted methods. The various dimensions and variables that influence travelers’ behavioral intentions are analyzed in this research. The self-check-in services were chosen to form the focus of this study. In order to analyze travelers’ perception of various variables associated with their air travel experience, The Unified Theory of Acceptance and Use of Technology (UTAUT) was chosen as a guideline to formulate and test the research hypothesis. The primary results confirm that performance expectancy, effort expectancy, social influence and facilitating conditions all have a positive influence on travelers’ behavioral intentions to use self-check-in services.

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

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.

Modern Trends in Airport Self Check-in Kiosks

<p align="LEFT">Due to maintain the flow of the check-in process of air passengers, it is essential that services that ensure this process have been carried as quickly and effectively. One of the major current problems in this area is the efficiency of clearance of a large number of passengers over the check-in counters. By the gradual development of so-called self check-in services eventually delegate some activities in check-in process to passengers and the entire clearance process to speed up. In this article the authors deal with current state of the use of self check-in services in the world and predict the expected evolution of these services in the future. Subsequently, the authors present a new design of self-service kiosk and graphical user interface (GUI) of application such self-service check-in kiosk based on the analysis of the functions and features of similar solutions available on the market and with considering all currently known IATA requirements and the criteria relating to disabled passengers in order to lighten the load check-in counters and thereby accelerated the clearance of the passenger at the airport. The aim of the authors was to create a cost competitive solution offering such new features and services that do not offer other solutions, with an emphasis on improving the efficiency of the check-in process of passengers at the airport.</p>

A Kano analysis on the adoption of self-service bag drops at Singapore Changi Airport

Self-service technology has allowed air travellers to check-in without having to queue at operated counters. Baggage is identified as the biggest obstacle to achieving full self-service check-in. Research was conducted on a sample of 157 randomly selected passengers at Singapore Changi Airport. A Kano analysis (Kano, 1984; Zultner and Mazur, 2006) was used to analyse the customer satisfaction and customer value attributes for adoption of self-service bag drop (SSBD). The result showed passengers' higher satisfaction on SSBD than other baggage check-in methods while preference varied depending on age, travel purpose, etc. 'Reduce waiting time at check-in area' was answered as the primary reason for potential use of SSBD. Familiarity in using existing self-service channels was found to play a part in level of acceptance. This research can be used as a guideline for airlines and airports to rethink technology infrastructure with the growth of the Asian market.

Obstacles to the Adoption of Self-Service Technology at Cairo International Airport

Due to the advancement and proliferation of information and communication technologies in today's world, self-service technology applications have become increasingly prevalent. Self-service technology (SST) is a technology that enables users to produce a service independent of direct service employee involvement. As more and more airlines have introduced technology-based self check-in services, it has become increasingly important to understand the factors affecting airline passengers’ attitudes toward this new form of check-in services and also their intentions. Therefore, this paper aims at investigating passengers' intention toward using check-in kiosks and exploring the obstacles to applying self-service check-in kiosks at Cairo International Airport. The field study is based on in-depth interviews with 20 Executive directors of Cairo International Airport, Station directors, employees of Egypt Air, and 30 passengers at Cairo International Airport. The results indicate that passengers are not commonly using Self-service check-in kiosks and had rejected the kiosks due to some obstacles. Finally, this study suggests that airlines should persuade passengers to acquire a more positive attitude toward the new check-in kiosks and should consider implementation of incentive strategies in encouraging passengers to adopt the self check-in service.

Empirical Analysis of a Self-Service Check-In Implementation in Singapore Changi Airport

The purpose of this paper is to provide an empirical analysis an airport passenger operation and to improve its efficiency. An investigation was conducted to evaluate the quantitative and qualitative efficiency of the self-service check-in booth in Singapore Changi Airport. Through Arena simulation software, this investigation gives an estimation of how much processing time and queuing time the self-service check-in booths have been reduced, providing a quantitative analysis of the self-service check-in booth. A modified technology acceptance model featuring a prediction of how well passengers accept this new concept has also been used in this investigation. The results show that the self-service check-in booth's operation is generally efficient based on quantitative and qualitative analysis, providing a recommendable service to customers.

Operation Optimization of the Airport Check-In System

The optimization of check-in counter number and the efficiency of check-in system are the common demand of the airport and the airline. The former research on the optimization of the check-in system rarely involved the use of self-service check-in counter, in view of the use of self-service check-in rate will continue to rise and is likely to become the dominant check-in mode in the future, This paper will quantitative analysize the relationship between self-service check-in counter and the check-in system efficiency, it will give the check-in counter number when the optimal operation efficiency of check-in system based on the queuing theory. Finally, combined with a typical airline flight plan data to analysize the model efficiency, the results verify the feasibility and effectiveness of the method.

Creating the i-Port: Innovative strategies to enhance efficiencies and the passenger experience

Passengers experience their journey as a single whole. Quality time spent at the airport is as important as quality time spent in the aircraft. To remain successful, airports have to operate in accordance with the experience economy. This paper describes how Amsterdam Airport Schiphol is combining the experience economy with transparency and efficiency. Self-service check-in has become commonplace and Schiphol Airport has also introduced self-service baggage check-in facilities. The styling and design of the lounges combine the best that the Netherlands has to offer; for example, the Rijksmuseum has a branch on site at Schiphol Airport. Innovation often starts with wonder, which is why Schiphol Airport engages young professionals and students. This paper argues that successful airports must be one step ahead of their passengers. For this to be possible, the spirit of innovation must be part of their DNA.

The Effect of Technology Readiness on Customers' Attitudes toward Self-Service Technology and Its Adoption; The Empirical Study of U.S. Airline Self-Service Check-In Kiosks

ABSTRACT Airline self-service check-in kiosks are increasingly becoming an option for today's passengers. This article aims to develop a model, using the technology readiness (TR) construct, to predict passenger's intentions to use a self-service check-in kiosk. Structural Equation Modeling is applied to determine the validity of the model and the hypotheses. The findings show that TR has a positive effect on attitudes toward kiosks, attitudes toward the kiosk provider, and overall intentions to use a kiosk. Interestingly, attitudes toward kiosks positively affect attitude toward the kiosk provider. Further research recommends using cross-cultural data.

Acceptance of self-service check-in at Zurich airport

This paper deals with air travelers' acceptance of self-service check-in (e-check-in). As society becomes more familiar with new technologies, airlines and airports are using new procedures 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 Zurich airport on several non-consecutive days. The Kano method was used to analyze the satisfaction of air travelers with check-in and to assess any differences related to travel purpose and age of customers. The findings 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 procedures are still needed. Self check-in procedures appear more important for business than for leisure travelers. Furthermore, web check-in appears to be a more common method, especially for travelers aged 31-40 years.