Self-Service Check-In Clicks With Travelers

Lower-margin leisure travelers have embraced self-service check-in — kiosks and online check-in applications — helping airlines improve operational efficiencies and reduce passenger processing costs. In 2006, 86% of US leisure airline passengers checked in to at least one flight online or by kiosk, up from 75% in 2005. Forrester has identified three segments of self-service travelers: Power Users, who use self-service check-in exclusively; Mix N' Matchers, who use either self-service or agents to check in; and Self-Service Sideliners, who check in only at a staffed position. Customer service and operations managers will drive self-service usage by improving the user experience, expanding self-service capabilities to support more transactions, notably cross-sells and up-sells, and making self-service available through more channels, including mobile devices.