9.2.2010
Self-service – also for missing baggage

SAS and Star Alliance passengers with missing bags can now key in the necessary information for the system used to trace their baggage. New self-service kiosks are currently being tested in collaboration with IT services provider SITA.

Copenhagen Airport is one of the world’s leading airports in terms of self-service check-in, and self-service is now being applied to other airport services as well.

As the first airport in the world, Copenhagen Airport will test two newly developed SITA/WorldTracer kiosks during the next few months. SAS and six other Star Alliance airlines are participating in the project to test the new kiosks as an option provided to passengers who did not get their baggage on arrival.

“An increasing number of customers prefer self-service check-in, so it makes sense to expand this concept to other airport services. We look forward to seeing the results of the test period. If our customers accept the kiosks, I imagine that they would be rolled out to more airlines,” said Janne Moltke-Leth, VP, Commercial Activities, Copenhagen Airports.

The new kiosks complement the manual services at the service desk in the baggage reclaim area.

“Instead of getting personal service, passengers with missing bags can now enter the necessary information directly into the software system used for tracing baggage. This ensures a simpler and faster process,” said Tom Fichter, Project Manager at Star Alliance.

How do the customers react?
The SITA/WorldTracer kiosks will be tested during a three-month period at Copenhagen Airport before a decision is made on whether the concept works well enough to be rolled out to other airports in the Star Alliance network. The system will be tested in Copenhagen by the handling company SAS Ground Services (SGS), which will also collect customer reactions.

“A few minutes after the system became operational, the first kiosk was used by a Swedish core customer. He said that he preferred to use a kiosk to lining up at the service desk. We believe the primary target group, international frequent-flier business travellers, are ready to accept the concept as an alternative to personal assistance, ” said Per Borch, Project Manager at SAS Ground Services.

In addition to SAS passengers, passengers travelling on Thai International, LOT Polish Airlines, Blue1, Adria Airways, TAP Portugal and British Midland can also use the kiosks at Copenhagen during the test period.