12.06.2007
Self-service a hit with Sterling passengers

Sterling passengers have discovered the benefits of self-service check-in. After an eight-week campaign, more than half of the airline’s passengers are now using the airport’s check-in kiosks, up from only 10%. The campaign forms part of a large-scale plan initiated by Copenhagen Airport to eliminate check-in queues.

It' is fast, easy and convenient. Press the screen a few times and you’ll have checked in for your flight. In just eight weeks, the percentage of Sterling passengers skipping the queue and checking in at the kiosks at Copenhagen Airport has grown from less than 10% to more than 50%.   This substantial growth is the successful result of a campaign run jointly by the airline, the airport and the handling company Nordic Aero.   "Over the past couple of months, we

have made it easier for passengers to check in themselves. We have more kiosks, and we have ensured that there is always staff around to assist passengers. That has had a major effect, and more than 50% of our passengers now check in at the kiosks," said Michael T. Hansen, Commercial Director, Sterling.

A helping hand at the kiosk

Based on the success, Sterling will continue to have staff available to help passengers with the check-in kiosks in the months ahead.

"Many people have to overcome a barrier to skip the queue and check in at the kiosks. They may be unsure about using the kiosks and feel more comfortable with a service assistant at their side. Most people discover that it is very easy to check in on their own and therefore do it again the next time they fly," said Hansen.

After check-in, passengers just have to take their baggage to a special bag-drop counter and they will be ready to go through security.

Copenhagen Airport wants to do away with queues

The Sterling project forms part of a larger plan initiated by Copenhagen Airport to optimise the check-in process so that passengers no longer have to stand in line for check-in.

The airport has doubled the number of so-called SmartCheck kiosks since last summer, and over the summer the number will reach 48. SmartCheck has the advantage that all airlines can use the same kiosks, so that, in principle, it does not matter which kiosk the passengers choose.

There are currently 13 airlines linked to the SmartCheck kiosks, and more are on the way. In addition, SAS has its own kiosks, which are used by 12 alliance partners as well.

Benefits to passengers

In addition to the kiosks, the check-in project also includes various electronic solutions such as on-line check-in, which eight airlines currently offer out of Copenhagen.

"Self-service solutions are becoming more widespread in many areas of society, and as long as it involves benefits to passengers, we are pleased to join the trend," said Susanne Frank, Passenger Manager at Copenhagen Airports A/S.