Streamlining Airport Check-In: A Case Study in Modernizing Self-Service Kiosks
Overview.
Coforge revamped the airport self-check-in experience by deploying next-generation kiosks built on a cloud-first approach. This addressed critical issues like low success rates and slow feature rollouts. The new kiosks boast a 97% success rate, faster check-in times, and increased functionality like rebooking and seat selection. This solution, implemented across 65 airports globally, benefits airlines with significant cost savings and improved passenger experience.
An aging, increasingly expensive, and non-compliant Self-Service Kiosks (SSKs) impeded the client’s self-service delivery for their customers. The client faced:
A less than desirable boarding pass issuance success rate of 60%
A low rate of passenger selfservice eligibility for check-in
A lengthy time to market release cycle of 6 months
Rising hardware & software operating costs and development timelines
Solution.
Coforge set-up a 3-phased Departure Touchpoint Program – A microservices-enabled modular approach to delivering self-service offerings:
Phase 1 - Implementing a Single-Page Application delivered via a self-service touch-screen kiosk
Phase 2 - Implementing self-service rebooking, seat maps, and bag tag issuance
Phase 3 - Implementation of an ADA (Americans with Disabilities Act) compliant application with support of 12 languages
Solution Features
Coforge delivered several new functionalities including
Rebooking flow
Increased self-service capabilities including visa scan, disruption handling, and Seat selection
Check-in capability for group passengers
Integration with Payments for enabling ancillary sales to be implemented by end of this year
Agile based Parallel Workstreams : A to deliver microservices and the user interface in 4 months. Improved time to market and greater agility moving from 2 releases over 12 months to 6 major releases and 10 enhancement releases over 15 months leveraging integrated DevOps.
Technology: Application consists of Web front end developed using Angular JS running on Amazon AWS platform, and back-end micro services which acts as interface with Amadeus and other systems like Timatic
Highlights: The application was successfully certified by 5 CUSS vendors (SITA, Collins, Materna, ICM, Embross) and Application rolled out to over 65 airports worldwide
The impact.
90%
increase in Boarding pass issuance
70%
reductionin check-in time
50%
savingsin Infrastructure cost due to cloud & IT automation
