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Self-service has virtually transformed the way we check in, cutting wait
times and improving the passenger experience. Airports and airlines looking to replicate that success are now exploring new ways to deploy kiosk, web and mobile self-service solutions to solve other business challenges such as:
Processing Baggage
Managing Cash
Irregular Operations
Airside Merchandising
According to the 2013 NCR Traveler Experience Survey conducted for NCR Corporation in the U.S., U.K., China, Brazil and UAE, travelers worldwide are ready to embrace the ease and convenience of self-service well beyond check-in. Applying this do-it-yourself mindset to key pain points throughout the airport can mitigate potential frustration and transform the passenger experience.
BAG TAG
Were you frustrated to have to wait in line to check a bag when you had already checked in online or via mobile?
U.S.
Have you decided not to check a bag because of the anticipated delay/having to get agent assistance?
U.S.
21% 31%
U.K.
14%
U.K.
13% 17%
Brazil
25%
Brazil
35%
China
China
27%
28%
UAE
22%
UAE
If you could print your own baggage tags without waiting in line to interact with an agent, would you do so?
U.S.
83% 88%
U.K.
88%
Brazil
88%
China
77%
UAE
BAG TAG
Which of the following would make you more likely to purchase something at the airport?
Receiving a coupon/discount attached to your mobile boarding pass
U.S.
35%
U.K.
48%
U.K.
42%
55%
Brazil
U.K.
28%
38%
Brazil
60%
Brazil
19%
China
48%
China
China
43%
UAE
52%
26%
UAE
UAE
41%
25%
47%
U.K.
70%
47%
Brazil
55%
China
59%
UAE
CASH MANAGEMENT
Many airlines only accept credit cards for onboard purchases, particularly on international ights. Would you like to be able to use cash for on board purchases?
U.S.
Upon arrival in another country, have you ever found it dif cult to obtain local currency for a taxi, train or other immediate purchases?
58%
U.K.
U.S.
15% 20%
U.K.
78%
Brazil
70%
33%
Brazil
42%
China
54%
China
77%
UAE
25%
UAE
If your plane had an ATM on board that could provide you with the currency of your destination country, would you use it?
U.S.
57%
54%
U.K.
87%
Brazil
85%
China
75%
UAE
CASH MANAGEMENT
IRREGULAR OPERATIONS
In the event your ight was cancelled, would you like the ability to search and book an alternate ight with your mobile phone or kiosk, rather than wait in line?
U.S.
U.S.
66% 67%
U.K.
69%
U.K.
67% 89%
Brazil
64%
Brazil
81%
China
84%
China
56%
UAE
77%
UAE
22 53 43
%
UK
6
%
Brazil
14 36 % 41
China
35 %
UAE
44
25
53
50
21
IRREGULAR OPERATIONS
10
AIRSIDE MERCHANDISING
11
Have you ever wanted an item such as a blanket or snack on the plane but were unable to purchase one because they had run out?
U.S.
Have you ever brought a carry-on bag but then had to check it at the gate because the overhead bins were full?
U.S.
13%
U.K.
28%
22%
9%
U.K.
Brazil
17%
China
20%
Brazil
21%
UAE
China
29%
25%
UAE
21%
Would you pay a nominal fee for priority boarding to avoid checking your bag at the gate if the overhead bins were full to skip going to baggage claim upon arrival?
U.S.
36% 48%
U.K.
69%
Brazil
53%
China
52%
UAE
AIRSIDE MERCHANDISING
12
AT THE GATE
Alleviate last minute frustrations while opening a new source of revenue by merchandising priority boarding, meals and other items at the gate through self-service kiosks.
13
Visit our website at ncr.com/travel and discover how we can help you transform the passenger experience. Lets stay connected at blogs.ncr.com/travel
Methodology The 2013 NCR Traveler Experience Survey is an online survey of approximately 5,000 adult consumers in the U.S., U.K., China, UAE and Brazil was conducted in January and February of 2013 by market research rms ORC International and Dimensions Research and Marketing Consultancy. NCR Corporation | 3097 Satellite Boulevard . Duluth, Georgia 30096 . USA
NCR continually improves products as new technologies and components become available. NCR, therefore, reserves the right to change speci cations without prior notice. All features, functions and operations described herein may not be marketed by NCR in all parts of the world. Consult your NCR representative or NCR of ce for the latest information. All brand and product names appearing in this document are trademarks, registered trademarks or service marks of their respective holders. 2013 NCR Corporation