Changing use of the self- services kiosks

A kiosk is a free standing computer screen which is used by the passengers to print baggage tags or air tickets, scan the printed boarding pass, seeking confirmation of flight information, review and change the assigned seats and even tell you which gate to approach for taking the flight. The emergence of online commerce in travel industry, whether on your computer or on the mobiles, is fast changing the way the traditional kiosks are used by the airline for performing a variety of functions like doing the check-in, getting boarding passes and offering a few other services. With most of these services being offered on the internet to the customers and the once long queues now becoming a thing of past, the airlines have started mulling the usefulness of the kiosks afresh since it does require considerable expenditure on its maintenance.

As per IATA, there are about 5000 kiosks around the world and some of which have been closed by the airlines as they feel that the time is up for these kiosks. But, with about 20 percent of passengers still using these, most of the airlines feel, it is time that these are put to other uses as well.

The experts point out that the relevance of the kiosks will continue for the passengers with the hold baggage. These will continue to hold immense importance in the processing of the self service baggage and flight tickets processing.

Another likely use of the kiosks, as per IATA, is in the verification of the documents. One specific requirement pointed out in justification of this use of kiosks is that of passenger passport scanning. Though there are efforts at developing a mobile scanning and verification solution, it will take time to develop it and, in the meantime, the kiosks can be used for this purpose.

It has also been suggested that the use of kiosks as the first point of call for the passengers can be changed to provide a more comprehensive set of services and products. So, these can be used, as per IATA, as multiple channels product and service offer points.