Optimisation of check-in process focused on passenger perception for using self-service technologies at airports in Australia

Abstract

Purpose: The use of technology is constantly evolving for various services at airports to enhance the passenger experience. However, the passenger’s perspective towards the technology is different. Design/methodology: A survey was conducted to know these perspectives and find the differences. The collected data was based on the passengers at Australian airports. The CAST software was used to analyse the simulation model. Findings: The collected survey helped in identifying three types of passengers: the number of passengers who prefer traditional service, the number of passengers who prefer technologybased services and the number of passengers who prefer technology-based services only under the specific circumstances such as less crowded and less processing time. Each type of passenger was further analysed based on their provided arriving time at the terminal and processing time for check-in to evaluate the impact on waiting time. Practical implications: The findings suggest that only one third passengers prefer technologybased services at airports and present the resulting impact on the waiting time at check-in facilities. Originality/value: Given the current rate of technological innovations at airports, the findings provide insights for check-in facilities management at airports.