Reimagining Airport Check-Ins with next-Gen Kiosks for a Leading European Airline

Business Challenge

Our client was dealing with long check-in wait times and limited check-in agents availability. The client had costly, and non-compliant self-service kiosks (SSKs), which was hindering the delivery of self-service options for their customers. Rising IT operating costs (hardware and software) and a slower time to market of the self-service kiosk application further compounded the challenge.

Coforge Solution

The solution was designed and developed using a cloud-first Microservices architecture to provide superior scalability and resilience. It is deployed on the Amazon AWS platform and uses Microservices and eventing architecture to interface directly with Amadeus and other systems (e.g. Timatic) reducing dependency on less robust data-center infrastructure. The user interface layer is implemented with unique features like self-service rebooking, seat maps, and bag tag issuance. The kiosk supports 12 languages and is fully compliant to the ADA standards.

Results

The new kiosk platform is now operational across 35 airports, serving over 10,000 passengers daily with a success rate of over 97% for transactions. There is a 90% increase in boarding pass issuance, a 70% reduction in check-in time, and a 50% savings in infrastructure cost

Key Highlights

Coforge's innovative kiosk implementation has transformed airport check-in experience, enhancing efficiency with 70% reduced check-in time, achieving significant cost savings with a 50% reduction in infrastructure expenses and improved travelers experience.