Streamlining Airport Check-In: A Case Study in Modernizing Self-Service Kiosks

Challenges.

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.