Singapore Changi Airport trials self-service initiatives

Passengers departing from Singapore Changi Airport can look forward to a speedier and more flexible check-in experience as Changi Airport Group (CAG) commences a phased approach to implementing self-s

Singapore Changi Airport trials self-service initiatives

Passengers departing from Singapore Changi Airport can look forward to a speedier and more flexible check-in experience as Changi Airport Group (CAG) commences a phased approach to implementing self-service initiatives in its departure halls, with a trial with Jetstar Asia as its airline partner. This is part of the Fast and Seamless Travel at Changi ([email protected]) program which CAG plans to roll out progressively at Changi Airport, including in the new Terminal 4.

The on-going trial of a number of self-service functions – check-in, bag tagging and bag drop – will run for about three months until August 2014. It will enable CAG to assess improvements and adjustments needed for the hardware and software of the various systems. Feedback from passengers will also be sought to fine-tune the operations and processes to achieve a better user experience.

Two self bag-drop units and four self check-in kiosks have been fitted alongside the Jetstar check-in counters in Terminal 1. Passengers on selected Jetstar flights are invited to use these self-service options. At the self check-in kiosk, passengers print their boarding pass as well as baggage tag after checking in. After tagging their baggage, they can drop it off at the self bag-drop counter. A receipt is provided for checked-in baggage.

Instructional videos and signs are available to guide passengers, and on-ground staff are also present to provide assistance. Since the trial started earlier this month, about 1,000 passengers have used the FAST facilities.

Higher productivity from FAST

The automation of the check-in process will see productivity gains, better use of resources, enhanced operational efficiency and long-term cost savings. For example, the overall passenger handling capacity of existing airport infrastructure can be increased as less space will be needed to check in the same number of passengers. This allows airlines to better optimize their resources to serve their passengers. Ground-handling agents can focus on providing more personalized forms of service.

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For the passenger, the entire self check-in sequence – including printing of boarding pass and bag tags, and tagging and dropping off of baggage – is done in a matter of minutes. The time taken is expected to be reduced as travelers gradually gain familiarity with this mode of processing given the growing use of self-service options in airports around the world. With the full roll-out of [email protected], passengers will eventually be able to check-in for their flight at their own convenience and with greater flexibility.

[email protected] to be expanded

CAG has received strong expressions of interest from airlines to move to self-service options. It expects more airlines to come onboard the [email protected] program, with more kiosks to be made available.

Mr. Tan Lye Teck, CAG’s Executive Vice President, Airport Management, said: “Against a backdrop of growing passenger traffic and the current manpower situation in Singapore, such as in the ground-handling sector, the adoption of self-service initiatives will help alleviate some of the pressure faced by the industry. The implementation of [email protected] is in line with a wider global push towards increasing automation at airports to improve productivity and efficiency, while providing passengers with greater flexibility and convenience.”

Mr. Barathan Pasupathi, CEO, Jetstar Asia said: “Jetstar Asia will be the first airline in Singapore to be working with Changi Airport on a self check-in kiosks and bag-drop service for our savvy customers who expect innovative solutions from Jetstar to make travel even easier and more accessible. The self-service offering will streamline our operations and increase productivity at the check-in counter.

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