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COMMON USE TO MULTI-USE

Navigating the next wave in self-service

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

Driving Incremental Revenue

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

TOP 5 AREAS OF OPPORTUNITY


The time saved by checking in online or via mobile is lost when one must wait for an agent to tag checked bags. Airlines can maximize web/mobile check-in bene ts, increase ancillary baggage fees and mitigate the number of carry-ons by automating the entire process from check-in to bag drop.

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

PROMOTIONS AND RETAILING

TOP 5 AREAS OF OPPORTUNITY


Travelers have a desire to shop while at the airport and are more likely to respond to timely, locationbased offers. Airports and airlines can capitalize on this desire for right-time, right-place messaging by leveraging their existing mobile, kiosk and interactive display channels.

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.

Receiving a coupon/discount on the back of your paper boarding pass


U.S.

Seeing a coupon/discount promoted through airport digital signage


22%
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%

Do you typically make purchases in an airport prior to your ight?


U.S.

47%
U.K.

70%

47%
Brazil

55%
China

59%
UAE

PROMOTIONS AND RETAILING

CASH MANAGEMENT

TOP 5 AREAS OF OPPORTUNITY


While airlines and airports wish to minimize cash handling, a number of consumers still wish to use it and need to have local currency when traveling internationally. There is an opportunity to deploy self-service to eliminate the challenges associated with cash management while making it easier and more convenient for passengers by expanding their payment access and options.

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

TOP 5 AREAS OF OPPORTUNITY


Having to re-accommodate passengers on delayed or cancelled ights can exacerbate an already stressful situation. Airlines and airports that empower passengers to search and book alternative ights can expedite the process and mitigate further frustration.

Have you ever had a cancelled or delayed ight?

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

How long did you have to wait to be rebooked?


13 44
%
US

22 53 43
%
UK

6
%
Brazil

14 36 % 41
China

35 %
UAE

44

25

53

50

21

Never had to wait

Less than an hour

More than an hour

IRREGULAR OPERATIONS

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AIRSIDE MERCHANDISING

TOP 5 AREAS OF OPPORTUNITY


Empty seats are rare these days. Often times the overhead bins are full before the plane is nished boarding, and blankets or specialty food items run out. Airlines that deploy merchandising kiosks for things like priority boarding, blankets and meals at the gate have an opportunity to better serve passenger, drive incremental revenue and improve on-time performance.

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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

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HOW TO DELIVER BETTER SERVICE WITH SELF-SERVICE


IN THE LOBBY
Give passengers who choose to use self-service the opportunity to complete the entire check-in transaction by tagging their own bags or selecting and booking alternative ights in the case of disruptions.

THROUGHOUT THE TERMINAL


Make it easy for travelers to nd and purchase items prior to boarding by delivering relevant and timely offers through your existing mobile, kiosk and digital display channels.

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.

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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

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