PILOT PROJECT

“ How to improve self check-in system in

Copenhagen airport?”
 One of the largest airports in the Europe;
 Has the largest number of airlines offering to
check-in using the self-service kiosks;
 Focus on technical development, try to
reduce the time passengers are spending in
queues;
43% in Copenhagen airport checked in on self- service kiosks

http://www.cph.dk/nr/rdonlyres/405e4d58-fb3a-45f4-93f2-cd78a10a2f53/0/chairmansreports2010.pdf
Service gap model
Methodology and sampling
 Quantitative : interviews
 Qualitative : observations
 Primary
 Secondary
Improvements :
 Larger sample of the researched population
(from 35 to 1500)
 More precise and diversified observations
 Testing of theories
Servicecapes model
 Pleasant atmosphere
 Layout and functionality
 Signs, symbols and artefacts
 Helpful staff

Improvements :
 Check the feasibility of elevator music theory
 Clearer picture about the staff’s behavior
 Check the reliability of the kiosk it self
Queuing model
 Opinions about check-in kiosks

It is too complicated

20% 6% 8% Prefer someone to help

4% with it
It is too crowded

It is fast and saves time

62%
Afraid of doing it wrong
Future of the checking-in
Thank You for your attention!
Have a nice flight! 