AIRLINE RESOURCING FOR A SUPERIOR CUSTOMER CHECK-IN EXPERIENCE
A new customer-queuing functionality enables airlines to forecast the right check-in resources to provide an exceptional customer experience. The new optimizer has been tested with actual airline data, and it has determined potential savings opportunities of up to 5 percent for queuing scenarios in medium- to large-size stations.
For air travelers, the mere process of getting to an airport can be a challenge. Whether it’s traffic, crowded public transit, finding parking, navigating airport shuttles or ensuring the entire family arrives together and on-time, travelers face a barrage of unexpected challenges that can leave them utterly stressed before arriving at the airport for check-in.
With all of the hurdles passengers must clear before they walk in the front door of an airport, airlines know how important it is to ensure travelers have a quality experience during the initial point of contact. As the first impression with an airline’s staff, the check-in experience can set the stage for the rest of the traveler’s journey.
There are numerous factors that determine overall quality of the check-in experience, but how the check-in facility is resourced by an airline has a major impact on passenger satisfaction. Resourcing has a direct link to wait times, but airlines must balance the cost of incremental resources against the service experience they want for their customers.
Adding to the complexity, the intervals at which passengers arrive at the airport is random, with an array of market characteristics, airport infrastructure conditions and individual passenger behavior continually influencing arrival patterns. Check-in resourcing is undoubtedly one of the most complex staffing functions to plan for at an airport.
Read the full story in Ascend.