Mobile Air Travel: Airports and Airlines are Seeking Ways to Enhance Customer Service Via Cellular Devices

This article describes current trends in airlines’ use of passengers’ mobile phones and PDAs to accomplish tasks such as checking in and monitoring flight arrivals. Surveys show that more than 90 percent of commercial air passengers have a mobile phone or PDA. Airlines in Japan pioneered the use of mobile phone check-in in 2004 to compete with the ease of checking in on the bullet train. Passengers touch mobile devices to scanners as they board the aircraft, and the 2-D barcodes register their tickets. A standard 2-D barcode devised by IATA makes it possible for more airlines to try out similar systems. Lufthansa announced the service on all flights from Germany and all domestic flights over the summer. About 7,000 passengers a week use the service. Mobile boarding passes must still be paired with paper identification to satisfy security requirements. They are also targeted to travelers who do not check baggage. Once mobile boarding passes become more widespread, the technology can be expanded to other services, such as access to first class lounges and concession promotions, even tracking passengers as they approach the gate to keep them from missing their flight. Additionally if weather causes flights to be canceled, passengers could be issued new boarding passes electronically and automatically.