Travellers want more self-service technology deployed in airports, according to a recent survey.
Findings by the 2012 SITA/Air Transport World Passenger Self-Service Survey revealed that the vast majority of travellers crave independence and control during travel. The key verdict found is that customers want more self-service offerings to reduce their stress levels.
The highlights include:
Why do people desire self-service technology?
According to the findings, the excitement of travelling by plane has been replaced by unpleasant experiences and stress. Airports have become crowded, passenger numbers are rising and security checks have increased.
The main reasons causing customers to get anxious and tense are:
Tom Knierim, senior manager of marketing and insight at SITA, said: “To understand what can be done to improve travel, we need to understand how passengers feel about travel.
“The loss of time is the number one concern. The passenger named lack of info the most challenging. Not having correct information available at the right time or place is a main reason for stress while traveling.”
Over 2,500 passengers from more than 70 countries were surveyed and the airports focused on consisted of Mumbai, Sao Paulo, Frankfurt, Atlanta, Abu Dhabi and Beijing.
How can Protouch help?
Almost all passengers interviewed welcomed the idea of automated self-boarding gates and kiosks for flight transfer. Protouch are making life easier by installing state-of-the-art express lanes…” so you’re appealing to the airline passengers themselves.
We have already helped Birmingham International Airport by deploying our Xen X6 kiosks for premium express lane and priority processing. Just check out the case study here for more information.
You can take away the stress of queuing for your customers and improve staff efficiency with our Queue Manager solution.
UK retail giant Tesco has revealed the pilot deployment of new virtual grocery kiosks at Gatwick Airport in London- the very first UK service of its kind.
The solution has been created to help passengers who are fed up of coming home from holiday to an empty fridge. The virtual grocery kiosks aim to allow travellers in the airport departure area to shop via a video screen after realising their refrigerator at home is bare.
Coming home from holiday to no food or items that have expired can be a hassle but the technology means that passengers can have the products waiting for them when they get home. Customers can view everyday groceries like milk and bread, scan the barcodes with their smartphones, add them to the online basket, book a home delivery slot and checkout.
The shopping will then be delivered when the person returns from holiday and it will benefit the 30,000 people that depart from Gatwick each day.
The world’s first virtual store launched last year in South Korea which allowed commuters to shop at bus stops and in subways by scanning their mobile phones at billboards. For the first time the concept is being trialled in the UK but with interactive digital displays instead.
Ken Towle, Tesco’s Internet Retailing Director, said: “Our business in Korea is teaching us a lot about how customers and technology are transforming shopping. It gives us a unique window into the future and the chance to try out exciting new concepts. The virtual store blends clicks and bricks, bringing together our love of browsing with the convenience of online shopping.
“It’s a chance to showcase what we can do to the 30,000 people a day who will depart from Gatwick’s North Terminal, many of whom will need to fill their fridges when they get home, and we’re looking forward to hearing what they think.”
As evident of the news, more and more firms at airports are embracing the innovative technology. Here at Protouch, we helped Birmingham airport ease its passenger’s queuing times with our fast track kiosks.
If your firm, be it in retail or hospitality, is based at an airport and you want to improve your services for staff and consumers, speak to the experts today by clicking here.
The most exciting sporting event of the year is less than 2 days away. The opening ceremony for the London 2012 Olympics kicks off tomorrow and the whole world is eagerly anticipating how the event will unfold.
Millions of people are flocking to the capital to witness the historic occasion and even more will be tuning in online and on the TV to watch from the comfort of their own homes. With so many spectators visiting the city, the Government has had to upgrade all its technologies to ensure everything runs smoothly.
Countries from around the world will be watching our every move; how well we can organise such a huge event and deal with any upcoming issues. Touch screen technology has been deployed in various sectors in the UK to boost operations and staff efficiency but how are the Games making the most of the equipment?
The Games has had a huge impact on ATMs in London. Many news outlets report that some have run out of money already, or had server problems. Some reports indicate that tourists are finding themselves in long queues and the capacity of travellers has exceeded the number of ATMs.
The U.K.’s Payment Council has advised overseas visitors to withdraw cash before arriving to the country and have backup plans in case credit cards are rejected. But elsewhere, fans are being left without cash as some ATMs at venues are replaced with Visa-only machines. Visa’s exclusivity as a sponsor is forcing many ATMs to close, so they only run on their own system.
All this is bad publicity for the country.
With so many people clustering onto the capital, restaurants across the city are expected to reap millions in extra revenue. Touch screen kiosks can help reduce queues by allowing customers to self-service their own food and drinks and make payment without assistance from a human. This will definitely help towards easing backlogs of orders.
Thousands of visitors will need accommodation, so the hotel industry will benefit from increased profits. Reception kiosks can help check sightseers in and out speedily, without the need of a staff member. Foreigners will be coming from all over the world and arriving at various times, including in many cases in the middle of the night. A kiosk works 24/7 so it can check people in whatever time of day they reach the destination.
Various UK airports have deployed touch screen technology to improve passenger processing. Birmingham airport installed some of Protouch’s kiosks to introduce an express lane that made checking-in and ticket dispensing faster. Millions of passengers will be passing through airports across the country and touch screen technology can help to limit queues and passport control.
Shops around the capital will benefit from millions in extra revenue. Overseas visitors will want to experience London’s shopping facilities and touch screen kiosks can help. The wayfinding features will prove valuable in shopping centres, as thousands of shoppers will not know their way around the city. Kiosks can also help as consumers can browse online products in-store.
Birmingham airport deployed our express lane kiosks almost one year ago and to this day they are successfully improving customer’s experience and staff efficiency.
The airport installed six of Protouch’s kiosks to introduce an express lane for the nine million passengers that travel through the airport every day. Consumers can take advantage of the premium lane and access priority processing’ passing through security much quicker for only £3 per person.
They give passengers the choice to be processed as normal or with precedence, therefore giving them the power of control. And after successfully working at the site for one year, the technology has stood the test of time.
Our Xen X6 kiosks were chosen for the new venture and they featured;
- A chip and pin
- Coin and note acceptor
- Change dispenser
- Receipt printer
- A 19” touch screen
The express lane kiosks are expected to work for the next 7-10 years and this is an important aspect to be taken into account when picking a kiosk provider. They are a brilliant of how Protouch kiosks maximise revenue opportunities for our clients. The units have proved themselves robust and efficient.
At the time, Tom Quarry, Protouch’s Managing Director, said: “We are really excited to be involved in Birmingham Airport’s express lane introduction. It is great to see our touch screen kiosks working so well within the project by improving the airport’s operations and enhancing its passengers’ experience.”
There are various functions which prove beneficial in airports and these include:
If you would like to enhance your customer’s experience in your business and offer them a fast track service, look no further than the experts.
Touch screen kiosks are already used across the world in a plethora of airports to help passengers check-in and fly more quickly. The technology makes the process of travelling much more efficient, saving time and money so it is no wonder why Australia has decided to extend its SmartGate program.
The Australian government has already deployed a number of kiosks throughout its airports to allow Australians to return home and process their own passports through the use of a kiosk. But the scheme has proved so successful that it will be drawn-out over the next two years.
The kiosks use face-recognition technology to perform the customs and immigration checks that are conventionally conducted by customs staff. So far units have been installed in Brisbane, Cairns, Sydney, Adelaide, Darwin, Perth, and Melbourne and they involved travellers with ePassports.
Now the government aims to fund another $7.9 million over the next couple of years and according to budget papers it will save the country $11.9 million over a four-year period because fewer staff will be needed for the Customs and Border Protection Service.
Airport kiosks can help by allowing passengers to scan their ePassports as well as have their eye ID scanned but what other features can they provide?
If travellers have no baggage to put onto the flight, they can simply check-in via a kiosk to avoid the long queues.
Airports can be very vast in space which means people can get lost. A kiosk can show vacationers where they are located in the airport and show them where everything is such as restaurants, shops and toilets.
If a passenger has arrived at the airport and forgotten their tickets, they can simply log onto their emails via a kiosk with internet access and print them out again. It couldn’t be simpler!
Here at Protouch, we have helped Birmingham Airport introduce an express lane with our fantastic express lane kiosks.
Just check out the case study as an example of how we can help speed-line the processes and services at your airport.
The supplied kiosks will enable the nine million travellers that pass through the airport every year, to take advantage of a premium express lane and priority processing.
The airport has chosen our Xen X6 kiosks for its new venture featuring a 19” touch screen, chip and pin, coin and note acceptor, change dispenser and receipt printer with a branded laminate.
The units will give passengers the choice whether to be processed as per normal or to buy a priority pass from the kiosk.