Already, 36 kiosks have been installed and plans are underway to increase by an additional 70, bringing the total investment to under R20 million for the 106 kiosks.
The kiosks will go a long way into alleviating pressure at the traditional check-in counters and significantly improve the passenger experience as it offers a secure and faster alternative to traditional check-in. This facility is a further demonstration of ACSA’s commitment to providing world-class airports for the benefit of airlines and passengers, particularly so in view burgeoning passenger traffic.
ACSA’s Flightcheck implementation is in line with international best practice and has already started benefits for the two airlines, KLM Royal Dutch Airlines and Kenya Airways, which are already using it. The feedback we have received so far is that there are benefits in terms of cost, terminal space-savings, better use of resources, improved efficiency and better customer service. South African Airways, South African Express and Airlink will join the two airlines this week while other airlines such as Nationwide Airlines are expected to join soon.
Given the positive user acceptance level we realised by KLM Royal Dutch Airlines and Kenya Airways and with South African Airways (SAA) joining, we expect that an increasing number of passengers will choose to check themselves through Flightcheck.
While the concept of self-service check-in airport kiosks is not new, ACSA is one off the first airports companies in the world to introduce self-service kiosks that can be used by all the airlines that operate from its airports. This means that while ACSA is primarily responsible for having provided the self-service kiosks and the necessary IT infrastructure, participating airlines are running their own individual check-in applications on the Flightcheck kiosks.
Elsewhere in the world, kiosks are airline-specific, or serve only a few airlines but at ACSA airports all airlines will be able to operate their self-service check-in software on identical Flightcheck machines.
The kiosks are monitored 24/7 by on-site maintenance crews and are placed in pairs to ensure that there is always a fall-back machine in the unlikely event of one being out of order.
The kiosks look much like ATMs and are easy to use with simple touch screens display icons and text instructions for passengers. Nevertheless, during the initial stages, ACSA has made additional temporary staff available to assist passengers in using the new technology. In addition, airline helpdesk numbers have been prominently displayed.
Passengers wanting to use Flightcheck should take note of the following:
Each airline check-in application is unique. Check in advance that the relevant airline offers Flightcheck facilities, and if so, whether they apply to their particular route. Also check individual airline conditions of use and whether it caters for hand luggage only.
At the airport, passengers can proceed directly to a kiosk provided they have been issued with an e-ticket. SAA will also accept paper tickets from the start.
At the kiosks, passengers will first have to identify themselves. Note that different airlines may require different means of identification, such as passports for international flights, loyalty cards or credit cards.
Once travellers have accepted the security conditions (prominently displayed next to the kiosks), passengers will be guided to complete the check in procedure, including seat reservation.
The kiosk will deliver boarding passes and instruct passengers to proceed to the relevant boarding gate.
Further identity verification, requiring an ID document with photograph, will be performed by airline personnel at the boarding gate.
O.R. Tambo International Airport
Airports Company South Africa
Tel: (011) 921 6087/ 082 781 8863