SubscribeThe aviation industry has always depended on IT to fundamentally improve the way in which people travel by air. Recently this dependency has increased as the industry searches for methods to cut costs and enhance security. One area that has great potential to deliver benefits to all parties is the expansion of shared use systems.
The common-use terminal equipment (CUTE) pioneered by SITA in 1984 to expedite check-in, and save airports from having to invest in dedicated check-in facilities has recently been extended into a common-use self-service (CUSS) kiosk format. These kiosks have a beneficial impact for business and leisure travellers, as well as airports and airlines alike.
However, after the events of September 11th, the air passenger’s needs changed and the industry had to change with them. This change needed to be achieved on a global basis and in an organised fashion to ensure that passengers could use the same new technologies at all airports. Otherwise, even the best intentions would defeat the purpose of a hassle-free experience for the passenger.
IT priorities have also shifted to focus on security in response to passengers’ needs. While IT is still a key element in other vital areas of airport activities such as operations or e-business, the immediate need is to enhance security and restore the passengers’ confidence to get them back onto airplanes. However, these security demands and identification processes have exacerbated the check-in process causing more passenger inconvenience.
In short, the two major forces influencing the direction of airports today are the use of IT and new technologies firstly to enhance security, and secondly to reduce congestion, improve operational efficiencies and reduce costs. Airports must provide safe and efficient terminals, airlines must be able to do their jobs effectively, and the customer must get through the airport process without breaking stride.
By now the questioning airport or airline might be wondering how this balance between efficiency and security might be struck, and at what cost? Fortunately, many will be relieved to know that they are better prepared to implement a solution than they thought. For instance, take biometrics for passenger identification. Kiosks are already present in airports globally and can help facilitate a biometrics security solution. The industry will need to standardise the method of using biometrics to secure air travel, and this is likely to be established via a governing body such as IATA. However, once the standard is agreed, airports and airlines will be able to immediately take advantage of the technology.
CUSS kiosks can also be adapted to work in a wireless format and be positioned wherever needed to streamline the passenger’s journey to and through the airport. Where security is concerned, kiosks are equipped to photograph passengers as they collect their boarding pass, and print that passengers’ face on to the pass to enable airline staff to verify identification from check-in. When an industry standard for biometric security technology is adopted, it will only require a small step to adapt kiosks and enable the overlay of biometric technology to further secure the check-in process. Suddenly, airports and airlines will have an IT device that expedites the check-in process, improves security without needing additional human resources, and can be placed both inside or outside the airport as needed.
There are already almost 2,000 SITA check-in kiosks deployed in more than 125 airports globally. The technology was originally designed to save time, and the kiosks allow an increase in passenger processing by as much as 25%. By integrating them with the same network supporting the rest of the air transport industry, a kiosk could easily share the necessary information to help improve security as well. In summary, the global, high-tech solution that is needed to enhance security while improving passenger service may not be so far away after all.
