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Taking the Queue out of Check-ins
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Ask any airline passenger, and their biggest complaint is likely to be the check-in queues that now typically snake across most airports. Having to wait in line as other passengers struggle to find their passports and tickets amongst a jumble of luggage has become synonymous with modern air travel, and it is a problem that continues to get worse as passenger numbers increase, and airports become more crowded.
The challenge facing all airlines and airports is how to get passengers through the airport check-in process more rapidly and reduce waiting times. One operator that believes it has found the solution is Alaska Airlines. The Airline has combined its advanced electronic ticketing systems with the latest baggage dispatch and handling technology, from Logan Teleflex Inc., in a completely new check-in arrangement. A US$1 million dollar ‘small scale’ prototype system is already being trialed in the existing terminal at Ted Stevens Anchorage International Airport and the Airline believes that this new approach can reduce check-in times by over 60%. So far, the prototype is demonstrating that it might be right.
New Concept
Primarily, what Alaska Airlines has done is to break up the typical, time consuming, passenger check-in ritual, which was established over forty years ago, into two separate activities. With their new system, passengers first check-in electronically. This is undertaken either at dedicated check-in kiosks (essentially computer terminals on individual stands) in the airport or through their home computer, up to 24 hours in advance. These machines identify the passenger’s reservation record via the ticket confirmation code, frequent flyer number or credit card and then ask the standard security questions, to which passengers respond through the keyboard or checking answer boxes on the screen. The kiosk, or home computer, then prints out a boarding pass. Then, if necessary, passengers move on to staffed baggage ‘drop off’ points. Here, their boarding pass is scanned, identification is checked, and then bar coded baggage routing tags are attached to the baggage, which is then sent on to the main baggage sorting system.
The reason behind this new arrangement is that the company realised that one way to improve the overall check-in process efficiency, is to offer passengers more flexibility. By separating the activities and through the use of computer technology they have now achieved this flexibility. Passengers who check-in from home can go straight to the baggage drop off, while passengers who have only carry on luggage - whether they check-in at home, or at any one of the many check-in kiosks at the airport - can go straight to the security check points and the gate.
However, this has not been an overnight solution. An Alaska Airlines team of planners, customer service agents, architects, system designers and consultants has been tackling the issues of transforming the concept into a workable integrated check-in system for several years. The electronic check-in system has been developed, based around the Airline’s existing technology advances in electronic ticketing. The overall system layout has been designed to enhance the separation of the activities and so further break up the traditional lines. Also, to ensure that baggage drop-off does not undermine the whole system, by becoming a bottle-neck, a more sophisticated system than that typically applied at Anchorage has been adopted. And for this particular aspect, Alaska Airlines turned to the US subsidiary company of Logan Teleflex for assistance.
Jeff Hoffman, Alaska Airlines Facilities Project Manager, explains why this was the ideal choice. “Logan Teleflex had already been awarded the contract to develop and install the full departure and arrivals baggage handling system for Anchorage’s new Concourse C. But, as well as understanding the building environment and the main baggage systems, we knew they could offer the technical expertise and international experience in check-in system design, build and installation that would be vital to this project.”
And so it proved, as Hoffman adds, “Logan Teleflex's input and support was invaluable in a number of ways, from overall system configuration to specific technical issues such as conveyor widths and the best operating speeds to enable the easy transfer of large baggage.”
New Adaptation
In creating a final design and configuration for the baggage drop-off system, a number of major features have been incorporated. The first is the adoption of the principles and technology of an international style - automated - two stage ‘check-in’ and luggage handling system. Typically at Anchorage, as with other US airports, the agents have to carry the baggage from the check-in desk to the main ticketing conveyor. However, this not only slows down the process, but also has health and safety implications. The main source of injury for these agents is from lifting luggage, which is a particular problem in Alaska with the large volumes of big items being shipped. Whereas the solution adopted - the international style - uses conveyors to automatically transfer the baggage from where it is deposited by the passenger to the main ticketing conveyor, and so relieving the agents of this time consuming manual transfer. To further improve processing efficiency, the design also employs twin ‘check-in’ conveyors per customer service agent. The intention being that as the agent is dealing with one passenger, another passenger can be loading their baggage onto the other conveyor.
Mike Prentice, of Logan Teleflex Inc. notes, “In working with the development team, we were able to contribute ideas and insights relating to the latest tried and tested handling technology, and apply them in creating a practical, ergonomic and effective solution.”
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Logan Teleflex subsequently built and project managed the installation and integration of the baggage drop off arrangement for the prototype system. This comprises four customer service agent ‘podiums’, with eight two stage ‘drop off’ conveyors (one either side of each podium), which are arranged in pairs either side of a central collector conveyor that runs at 90 degrees to the podiums and the drop off conveyors. These ‘drop off’ conveyors, which include an automatic weigh scale, slope down at the front to around 10 inches from the ground to enable easy loading. Then when activated bring the baggage forward and up to a more comfortable height for the agent. Once the tags are attached, the second stage dispatch conveyor automatically transfers the baggage onto the collector conveyor, with the control of this dictated by Logan’s Windows Reservation system. From the collector, the bags are then transferred - through another 90 degree merge - onto the existing ticketing conveyor and on through to the sorting hall.
Customer Satisfaction
Since it went live in June 2002, as scheduled, the prototype system has proved a big success. “The two stage arrangement is proving as efficient as anticipated, and we are seeing check-in times down to around 30-40 seconds, from 90 seconds, and noticeably reduced passenger waiting times. More importantly we are getting very good feedback from customers who believe the system is providing a dependable, and fast check-in service,” reports Hoffman.
He adds, “As a result of the confidence gained from the operation of the prototype, we have already decided to move forward and implement a full scale system in our new site in Anchorage’s Concourse C development, where it will become our main source of customer processing.”
In terms of specific aspects of the system, the feedback is equally as good. The electronic check-in system has performed well and been accepted by the majority of passengers. While, the new baggage drop off system is also proving itself popular among the ticket agents, who see it as a big improvement over the previous manual practice. As Mike Prentice adds: “The installation of the baggage drop off system went to schedule, and budget, and has worked as intended. The service agents are happy with the layout and its operation, and so far, the only modifications required have been minimal cosmetic details.”
Hoffman concurs, “As well as determining the validity of the system, we expected to use the experience from the prototype to make necessary changes. But in all areas, especially the baggage drop off, the design and build of the equipment, and its application, has proved itself, and so we have not seen any need for any significant changes. In fact, the prototype arrangement will be moved to form part of planned full system.”
The Big Test
Alaska Airlines will now invest $10 million on the full-scale deployment of its new check-in system in Anchorage International Airport’s new Concourse C, which is due to open in early 2004. The intention is that almost 100% of Alaska’s passengers at the airport will use the new system.
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To meet this demand, the full system will have four check-in islands (plus a fifth for international passengers) in the main concourse, providing 40 kiosks, and the Airline also has kiosks located around local hotels and in other areas of the Airport, such as the parking garages. A small number of traditional ticket counters and check-ins will be available for those with more complex needs. As regards to the luggage drop off system, which Logan Teleflex have been contracted to develop and build, a configuration is being developed that will allow for 30 podiums, 60 actual conveyors in total, arranged in five separate islands. There are also plans for a kerb side drop-off point. All these drop-off areas will all be fully integrated with the main departure baggage handling system.
As for security, which is obviously a major issue these days, nothing about the new check-ins has any effect on security, except for the fact that passengers are asked the standard security questions by a computer rather than a ticket agent. However, as part of the larger Concourse C baggage handling system project, Logan Teleflex have been providing consultancy for the future integration of 100% Hold Baggage Screening (HBS) into the outbound baggage system.
In fact, this is another area where Logan Teleflex has been heavily involved in pioneering development. Mike Jeffery, Managing Director of Logan Teleflex (UK) Ltd. explains, “As a result of the "Lockerbie" disaster in 1988, Logan Teleflex (UK) Ltd. worked with the BAA on the original 'Glasgow Experiment' to develop a handling system capable of screening all hold baggage without interrupting check in procedures. Logan Teleflex (UK) Ltd., who developed software for the integration of intelligent x-ray machines into the handling system and involving the tracking and separating of individual bags at various levels of the screening process, is now regarded as a global leader in this technology with over 80 installations around the world.”
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